CELPIP Writing Practice Test 1 — Email Task & Survey Task With Sample Responses

You are a hotel manager at the Blue Horizon Hotel. Write an email to a guest who wrote to complain about a SkyTrain delay that made them late for a meeting they had at your hotel. Apologize, explain that the hotel cannot control transit, but offer a small compensation (e.g., a free drink at the coffee shop) to show goodwill. Also, suggest they use the hotel's complimentary bike service next time.

Dear Mr. Wilson, Thank you for reaching out to us about the inconvenience you experienced with the SkyTrain delay during your recent stay at the Blue Horizon Hotel. I sincerely apologize that this affected your meeting schedule and caused unnecessary stress to your trip. While we do not have control over TransLink's operations, we understand how frustrating such disruptions can be, especially when you are visiting from out of town and relying on public transit to navigate the city. Vancouver's SkyTrain is generally reliable, but delays during peak hours do occasionally happen, and I am sorry this occurred during your visit. To make up for the inconvenience, I would like to offer you a complimentary voucher for a coffee and pastry at our on-site cafe, Bean Around the World. It is a small gesture to show that we genuinely value your patronage and want your overall experience with us to be a positive one. For future visits, I strongly recommend using our complimentary bike service to avoid potential transit delays. Our fleet is well-maintained and allows you to explore the city at your own pace, particularly along the scenic Stanley Park seawall.

You work as a barista in a Vancouver café. Your manager asks you to write a short response for a survey on improving customer experience. The survey asks: 'What changes would you recommend to make our café more sustainable and attractive to customers?' Write your response, including specific ideas such as discounts, compostable items, or partnerships.

Thank you for giving me the opportunity to share my thoughts on improving the customer experience at our cafe. I have been a barista here for over two years, and I believe a few small changes could make a significant difference. First, I suggest we introduce a mobile ordering system through the TransLink app or a dedicated cafe application. Many of our customers are commuters who are rushed in the morning, and allowing them to place their orders before arriving would reduce wait times and improve their overall experience. I have noticed that during the morning peak between seven thirty and nine, the line often stretches to the door, and some customers leave before they can place an order. Second, I believe we should offer a small discount to customers who bring reusable cups. Vancouver residents care deeply about sustainability, and this initiative would align with the city's green values while building customer loyalty. Other cafes in the area already do this, and it has been well received according to the business association newsletter.