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Ke složení přijímací zkoušky z anglického jazyka je třeba vypracovat - část 1 - 5.

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HOTELS AND THEIR UNHAPPY GUESTS

How can hotels deal with dissatisfied guests? Sometimes, problems ___1___ as a result of misunderstanding due to language problems – ___2___ think the waiter is being disrespectful when he makes for example a friendly joke. Very often the complaints are about things which are impossible ___3___ without changing rooms, and sometimes another room is available. Such things may ___4___ the uncomfortable bed or the noisy room. One lady even complained because her view was „untidy“! Some guests get upset ___5___ insignificant things like how brown their toast is. ___6___ go to unbelievable length to find fault with the hotel. They ___7___ find staff unsatisfactory – for example, the hall porter smiled in a way they consider ___8___ or when the receptionist seemed uninterested in their ___9___ to some monument, they thought she ___10___ unfriendly and asked to see the manager.