This listening is good as a starter or supplementary activity and lasts between 25-40 minutes depending on the students' level. There is a vocabulary activity at the beginning to prime students for new words they will hear. It works well for lessons about hotel or holiday experiences, but also for demonstrating customer service and complaints for higher levels. Tenuously, you could use it to illustrate jobs (hotel owner) and talk about whether people enjoy their jobs or not (Basil clearly loathes his!) It's a good bit of fun.