Lesson 26 – Handling Problems with a Holiday Rental
🎯 Lesson goal
You will practise how to explain and solve problems with a holiday rental confidently and politely. You will learn how to ask clear questions and negotiate solutions.
💬 Travel dialogue
🧳 Hello, I’ve just arrived at the rental property, but there’s an issue with the heating system.
🧑✈️ I’m sorry to hear that. Can you explain exactly what the problem is?
🧳 The heating won’t turn on at all, and it’s quite cold inside, which is uncomfortable.
🧑✈️ That’s definitely not acceptable. Did you check the thermostat settings?
🧳 Yes, I have. I also tried switching the power off and on again, but nothing changed.
🧑✈️ Thank you for explaining clearly. I will contact the maintenance team immediately. How long can you wait for the repair?
🧳 If it takes more than a few hours, I’d prefer either a different rental or a partial refund.
🧑✈️ I understand your position. Unfortunately, there are no other rentals available nearby right now.
🧳 In that case, can you tell me what compensation is offered if the heating isn’t fixed today?
🧑✈️ We usually offer a refund of 20% for a heating outage lasting more than 24 hours.
🧳 Could you confirm if that refund includes any other additional costs I might have because of this?
🧑✈️ The refund applies only to the rental fee. Any other expenses would need separate documentation.
🧳 I see. Please send me an email confirming our agreement about the heating issue and the refund terms.
🧑✈️ Of course, I will send the confirmation right away. Is there anything else I can help with?
🧳 No, that covers it. I appreciate your prompt assistance and clear communication.
🧑✈️ Thank you for your patience. We’ll update you as soon as the maintenance team starts work.
🧳 Great, I look forward to the update. Have a good day.
🧠 Explanation
This lesson focuses on dealing with a problem in a holiday rental, such as broken heating. The traveler explains the situation clearly and politely asks for solutions. Learners practise giving detailed explanations, asking precise questions, negotiating compensation, and confirming agreements. These language skills help travelers handle unexpected issues independently and confidently.
🧳 Survival English
🧳 Could you explain what the exact problem is? (Ask for clear details about the issue.)
🧳 What compensation do you offer if this isn’t fixed soon? (Request information about refunds or help.)
🧳 Can you please confirm everything in writing? (Ask for written confirmation of agreements.)
💡 Common English mistake
❌ I want a refund because heating broken.
✅ I would like a refund because the heating is broken.
🔊 Pronunciation
In ‘compensation,’ stress the third syllable: com-pen-SA-tion for natural pronunciation.
🌍 Travel tip
Always keep copies of your rental agreement and any communication about problems or compensation for your records during your stay.
🎧 Listen and repeat
🎧 Hello, I’ve just arrived at the rental property, but there’s an issue with the heating system.
🎧 The heating won’t turn on at all, and it’s quite cold inside, which is uncomfortable.
🎧 Yes, I have. I also tried switching the power off and on again, but nothing changed.
🎧 If it takes more than a few hours, I’d prefer either a different rental or a partial refund.
🎧 In that case, can you tell me what compensation is offered if the heating isn’t fixed today?
🎧 Could you confirm if that refund includes any other additional costs I might have because of this?
🎧 I see. Please send me an email confirming our agreement about the heating issue and the refund terms.
🎧 No, that covers it. I appreciate your prompt assistance and clear communication.
🎧 Great, I look forward to the update. Have a good day.
🧩 Mini Practice
Repeat these sentences aloud.
Say: Hello, I need to report a problem with the rental property.
Ask: Can you explain what repairs have been made so far?
Say: The bathroom plumbing is leaking and needs urgent attention.
Ask: Is there an option for me to move to another rental nearby?
Say: I would prefer compensation if the problem lasts more than 24 hours.
Ask: Could you clarify what the refund includes exactly?
Say: Please send a written confirmation of our agreement by email.
Ask: What alternative solutions can you offer if repairs are delayed?
Say: I tried to fix the heating, but it still does not work.
Ask: Can you confirm who is responsible for extra expenses caused by this issue?
🧳 Glossary
| English | Meaning |
|---|---|
| heating system | The equipment used to warm the rental property. |
| maintenance team | People responsible for repairing problems in the rental. |
| compensation | Money or other benefits given when a service is not provided properly. |
| refund | Money returned to a customer when something is wrong or unsatisfactory. |
| rental agreement | A contract that describes the terms and conditions of renting a property. |
| confirmation | A written or spoken statement that verifies an agreement or arrangement. |
| issue | A problem or difficulty with the rental property. |
| alternative solution | A different option offered when the first one is not possible. |
| urgent attention | The need for immediate repair or action. |
| additional costs | Extra expenses caused by a problem or delay. |
✅ Quick check
Can you understand the dialogue and repeat the important sentences?