The key answer of exercise 2

a)

1

• Conversation 1 → in a hotel
• Conversation 2 → in a restaurant
• Conversation 3 → at a train station

2

• Conversation 1 → air conditioning doesn't work
• Conversation 2 → slow service and an extra charge on the bill
• Conversation 3 → train delays

b)

1. look into it right away and send someone up
2. polite
3. (about) twenty minutes
4. another hour
5. it's a very busy time of year
6. for over an hour
7. because the cause of the delay is the wrong type of snow