⏱ 5 Minutes · B1/B2
📖 From Experience
In hospitality, apologies are currency. A well-timed, sincere apology saves a table. A badly phrased one makes it worse. I’ve said ‘I’m sorry, sir, that shouldn’t have happened’ a hundred times. But I’ve also heard ‘I’m sorry you feel that way’ — which is not an apology at all. Here is the difference.
📚 Levels of Apology
| Situation | Phrase |
|---|---|
| Minor (informal) | Sorry! / My bad. / Oops, my fault. |
| Standard (semi-formal) | I’m sorry about that. / I apologise for the inconvenience. |
| Serious (formal) | I sincerely apologise for… / Please accept my apologies for… |
| Written (B2+) | I am writing to apologise for… / I deeply regret that… |
📚 What a Real Apology Contains
- Acknowledge the error: ‘I understand that…’
- Apologise clearly: ‘I sincerely apologise for…’
- Explain briefly (optional): ‘This happened because…’
- Offer a solution: ‘I would like to…’
- Reassure: ‘This will not happen again.’
✏️ Your Turn
Rewrite as a professional apology:
- ‘Sorry you’re upset about the late delivery.’
- ‘It’s not really our fault but we’re sorry.’
💡 Check Answers
- ‘I sincerely apologise for the delay in delivering your order. I understand this has caused inconvenience, and I would like to offer you [a refund / an explanation]. We are taking steps to prevent this from happening again.’
- Delete this sentence entirely. A conditional non-apology (‘sorry you feel that way’, ‘sorry if…’) often makes things worse. Take responsibility or say nothing.
Independent project — not affiliated with, endorsed by, or accredited by Cambridge University Press & Assessment. Confers no qualification.
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