OVERVIEW & OBJECTIVES

This ESL lesson plan on reporting accommodation problems offers engaging activities, PDF worksheets, and digital materials designed for pre-intermediate A2-B1 students. In this lesson, students will:

• Discuss common accommodation problems and how guests and hosts should respond.
• Learn vocabulary for broken facilities, cold weather, and maintenance issues.
• Watch a host explain how he solved problems during a winter Airbnb stay.
• Practice phrases for reporting problems and offering clear solutions.
• Role-play calls between guests and hosts during a difficult stay.

PREVIEW & DISCUSSION

Students examine a sequence of images showing a mother and daughter dealing with several accommodation problems. They describe what is happening and identify issues with check-in, towels, a hot tub, Wi-Fi, and the shower.

The class then discusses how the guests might feel, what they should do, how the host should respond, other problems guests can experience, and any similar situations students have faced.

In the final preview task, students imagine the guest has contacted the host. They complete parts of the host's reply with apologies, understanding, maintenance support, and compensation.

VIEWING ACTIVITY

The video follows an Airbnb host after a broken shower and cold hot tub cause major problems during a group's winter stay. His response includes apologies, refunds, choices for the guests, and a food gift card, which eventually leads to a positive review.

Before watching, students review short definitions for subzero temperatures, not keep up, and a shower line.

During the first task, students put the main events in order, from the guests' arrival to the host's offers and the final decision to stay.

Students then watch again and choose the correct answers about the number of guests, the hot-tub problem, the freezing weather, the shower line, and the review the guests finally left.

VIEWING FOLLOW-UP

Students discuss whether the host handled the problems well and identify the qualities of a good accommodation host.

Next, they read a phone conversation between a guest and a host. The guest reports missing curtains, trouble sleeping, a refrigerator that is not cold enough, and a cramped freezer. Students separate the guest's problems from the host's proposed solutions.

The final task returns to the accommodation problems from the preview. Students imagine they are Maria and use prompts to report the issues. The language includes phrases such as "The ... isn't working properly," "We're having trouble + -ing," "There seems to be a problem with...," and "We're not able to...."

REPORTING & HANDLING PROBLEMS DURING YOUR STAY

Students first examine an accommodation and imagine three different problems guests could experience there.

They exchange their problems with a partner and complete a guest-and-host role-play. The guest calls to report the issues, while the host apologizes, asks questions, offers solutions, sends help, or provides compensation. Students then switch roles and repeat the activity with a different set of problems.

BENEFITS OF USING THIS REPORTING PROBLEM ESL LESSON PLAN

• Gives teachers a practical role-play topic based on real travel situations.
• Builds clear phrases for reporting broken items and difficult conditions.
• Teaches polite host responses, apologies, solutions, and compensation.
• Strengthens listening through a structured story with clear cause and effect.
• Offers reusable language for hotels, rentals, homes, and customer service.