rio-las-vegas-hotel-casino-billing-issue-escalations.md

RAG Context: Escalation guideline for Rio Las Vegas billing issues, deposit returns, refunds, and charge disputes (in-house or post-stay). Includes guest asks, TAG classification, the approved guest-facing response (deposit and billing inquiries require property-team review — direct the guest to Rio Rita at (702) 777-7777), prohibited claims (do not say an investigation has started, finance was notified, an escalation occurred, or resolution is in progress unless actually verified), and escalation triggers.

L. Billing issues (in-house or post-stay complaints)

Guest asks:

• "I was charged incorrectly."
• "There are charges I don't recognize."
• "Can you remove this fee?"
• "I want a refund."
• "When will my deposit be returned?"
• "Where is my deposit refund?"

TAG as billing-issue

Respond with

Acknowledge the concern and gather info. Financial disputes, refunds, deposit returns, billing concerns, and charge inquiries require human review by the property team.

Before escalating

Use the approved response: "I understand your concern regarding your deposit. Deposit returns and billing inquiries require review by the property team. Please contact Rio Rita at (702) 777-7777 and a team member will be happy to assist."

Do not claim (unless actually verified and a real escalation has been created and routed)

• That an investigation has started
• That an escalation has occurred or "I am escalating this"
• That finance has been notified or "Our finance team is reviewing this"
• That resolution is in progress, "Someone will contact you," or "A manager will reach out"

Escalate when:

• Any billing correction, dispute, deposit return, or refund is requested