Puts two pictures of a family and a dirty room. Ask the students where is it? and what's happening? To elicit, it's in a hotel and that they're having a "problem", which is the lesson context. Writes "problem" in the WB and ask the sts: "when you have a problem what should you do? To elicit "Complain". Explains the the uses of "complain" and complaint. Asks the sts to work in groups and discuss any complaints they had to make in the past whether in a hotel, restaurant, or something they bought. After that, asks the sts to share an interesting answer with the class.

The teacher pre-teach "lift and air conditioning". Gives the sts HO, and tell them that all of the sentences from 1-6 are problems they may have in a hotel. Ask the students to cross out the incorrect words/phrases. Give them an example, then ask the sts to do the ex on their own. Peer check then put the answer key on the WB.

The teacher focuses the sts on the picture and asks what the blonde woman's job is ( a receptionist). Tell the sts that they are going to listen to 3 guests making complaints to receptionist. Ask the sts to listen and write down what problems the people have. The teachers asks the sts to listen again and write down what the receptionist said as solutions. WC feedback. *Point out that "to look at a machine" means to try to find out what the problem is and, if possible, repair it.

The teacher explains the definition of "request". Then, explains the ex by giving an example. Gives HO to the sts and ask them to work in pairs. After that, WC feedback. The teacher highlights the polite form on the WB "I'm sorry, but…" "I wonder if you could…" "I'm afraid…." Would you mind…." and say that we often answer these questions with " No, not at all" or "of course not,.". Finally, the teacher point out that when we want to refuse a request, it is polite to give a reason. Then, gives an example.

The teacher asks the students to look at the underlined verb forms in the previous ex. Then complete the phrases with infinitive or verb+ing. WC feedback. Then, explain on the WB that we use "infinitive" with "could,would", and we use " verb+ing" after "mind".

Explain that we know if people are being polite by how much their voices go up and down. Give an example of that. Ask sts to listen to some sentences said twice and circle which is polite, a) or b). Then, answer key on the WB. Next, student listen and repeat to practise polite intonation.

Teacher pre-teach some useful words that students might not know (e.g. sheets ,towels,discount). The teacher divides the class into two.Guests stand on one side and receptionists stand on the other side of the class and matches them.Teacher then tells the students to discuss problems and find a solutions. Guest : You are a guest staying at a hotel. The hotel website says it is a luxuries hotel, but in your room the sheets are dirty, the bathroom is too small, the street outside is very noisy and … (Think of more problems). You want to change to a better room and you want a discount. Talk to the receptionist and solve the problem.