Correct Answer: a birthday party for her son
Passage Reference: celebrated our son's 6th birthday party at The Burgeroo
Why this is correct: Holly says the visit was for her son's birthday party at The Burgeroo.
Tips: Find where Holly names the restaurant and the date. Read what the booking was for, then compare the options.
Why the other options are wrong:
- a staff training lunch: The letter describes a family birthday, not staff training.
- a school awards dinner: Nothing in the letter links the booking to a school awards event.
- a neighbourhood fundraiser: Holly is writing about a private birthday party, not a fundraiser.
Correct Answer: the room was not ready
Passage Reference: at 3:55, the room was not ready. We had to wait outside
Why this is correct: Just before the start time the room was still unready, so guests waited outside.
Tips: Find where Holly talks about waiting outside. Read the sentence just before it for the cause.
Why the other options are wrong:
- the food order had not been confirmed: Late food is a later complaint, not the reason for the outdoor wait.
- the parents arrived at the wrong entrance: Holly never says anyone used the wrong entrance.
- the staff could not locate the payment: Payment is not linked to the wait. She even encloses a receipt.
Correct Answer: service was usually quick and friendly
Passage Reference: The service is usually quick and friendly.
Why this is correct: Holly says past visits were enjoyable and that service was usually quick and friendly.
Tips: Read what she says about visits before this party.
Why the other options are wrong:
- service had declined on several earlier visits: She presents earlier service as usually good, not as a long decline.
- staff were friendly but food was usually late: She calls earlier service quick as well as friendly.
- the restaurant was busy but rarely helpful: She does not describe earlier visits as unhelpful.
Correct Answer: an unprepared room, late food and unfriendly staff
Passage Reference: at 3:55, the room was not ready. We had to wait outside with the guests and parents for ten minutes. This created an inconvenience for the parents, who had planned to drop their children off.
In addition, the food was not served on time. While I can understand a short delay, this soured my child's birthday party. The staff was not friendly about it, and seemed to be very rushed and annoyed.
Why this is correct: Holly's letter is a complaint, and she lists three problems: an unready room, late food, and rushed, unfriendly staff. Only this answer names all three without adding anything.
Tips: To find what a whole letter complains about, collect every problem the writer names. A combined answer is wrong if any part adds a problem she never mentions.
Why the other options are wrong:
- a late start, cancelled meals and an overbooked room: Meals were late, not cancelled, and overbooking is not stated.
- a delayed booking, incorrect food and an extra charge: She does not report wrong food or an extra charge.
- an unavailable room, missing food and an unconfirmed payment: Food arrived late rather than missing, and payment is not disputed.
Correct Answer: she wants the restaurant to respond first
Passage Reference: I wanted to provide you with an opportunity to respond before I did so.
Why this is correct: She has held back from posting so Mr. Jones can reply first.
Tips: Find the sentence that explains why she has not posted yet.
Why the other options are wrong:
- she plans to return once more before judging the service: She asks for a response before posting, not another visit first.
- she wants the receipt returned before writing anything: She encloses a receipt. She does not ask for it back.
- she is waiting for other parents to confirm the details: She does not say she needs other parents to confirm facts.
Correct Answer: a receipt
Passage Reference: I have enclosed a receipt for your convenience.
Why this is correct: Holly says she enclosed a receipt for the restaurant's convenience.
Tips: Look for the phrase that names what was enclosed.
Why the other options are wrong:
- a copy of the booking form: She names a receipt, not a booking form.
- a previous review: She has not posted a review and does not enclose one.
- a list of the guests: No guest list is mentioned as an enclosure.
Correct Answer: a chance to respond
Passage Reference: an opportunity to respond before I did so
Why this is correct: The manager thanks Holly for the chance to reply before any public review.
Tips: Match the manager's thanks to Holly's reason for waiting.
Why the other options are wrong:
- confirmation of another booking: Holly has not confirmed another booking.
- a request for a refund: Her letter asks for a response, not a refund.
- permission to publish your letter: She has not given permission to publish the letter.
Correct Answer: late food and unfriendly service
Passage Reference: the food was not served on time. While I can understand a short delay, this soured my child's birthday party. The staff was not friendly about it
Why this is correct: Besides the unready room, Holly also reports late food and unfriendly staff.
Tips: Find each problem Holly describes in her letter. Check every option against her words.
Why the other options are wrong:
- incorrect meals and an additional charge: She reports late food, not wrong meals or an added charge.
- a long wait before anyone accepted payment: The wait was about the room, not payment.
- a missing reservation and a cancelled meal: The booking existed and the meal was delayed, not cancelled.
Correct Answer: identify the transaction
Passage Reference: I have enclosed a receipt for your convenience.
Why this is correct: A receipt links the complaint to the party purchase in the restaurant records.
Tips: Ask what a receipt can prove directly.
Why the other options are wrong:
- confirm how many children attended: A receipt does not show the guest count.
- determine which staff member spoke to you: A receipt does not name which employee spoke to Holly.
- verify the time the food was served: Payment records do not prove when food arrived.
Correct Answer: pay nothing for that dessert
Passage Reference: a voucher that covers the full price of one dessert on a future visit
Why this is correct: The voucher covers the full price of one dessert, so she would not pay for that item.
Tips: Read the manager's offer closely. Ask how much of the price the voucher covers.
Why the other options are wrong:
- pay the dessert price and claim it back later: The voucher covers the price up front, not through a later claim.
- choose a dessert only after booking another party: No further party booking is required.
- receive a discount on the whole meal: The offer covers one dessert, not the whole meal.
Correct Answer: ask for me
Passage Reference: so I can check the arrangements personally
Why this is correct: The manager wants Holly to ask for him so he can check arrangements himself.
Tips: Connect 'me' with the person who promises personal checks.
Why the other options are wrong:
- speak directly to the kitchen team: He offers his own oversight, not a kitchen-only contact.
- reserve through the online booking form: An online form alone does not request the manager.
- return at the same time of day: The same clock time would not alert him to help.
