rio-las-vegas-hotel-casino-customer-phone-number-escalations.md

RAG Context: Escalation guideline for Rio Las Vegas guest messages where the guest's message contains a phone number — the guest supplies a phone number (their own cell / mobile, a callback number, an alternate contact, or someone else's) or asks to be called or texted at one (e.g. "Please call me at (702) 555-0199."). The assistant operates on text-messaging and review channels and cannot place or receive phone calls or SMS, and a guest sharing a personal phone number is requesting direct human / voice contact and supplying personal contact information (PII) a person must handle, so every guest message containing a phone number is always escalated to the property team to action. Includes guest asks, TAG classification, the approved response, prohibited claims, and escalation triggers.

Customer-Supplied Phone Number

Guest asks:

• "Please call me at (702) 555-0199."
• "My cell is 702-555-0142 — call anytime."
• "Can someone reach me at +1 555 867 5309?"
• "Text me at 5550100123."
• "Here's my number: 555-0188, follow up by phone."
• "Call my husband at 702.555.0177 to sort this out."

TAG as customer-phone-number

Respond with

Thank the guest and let them know a team member will follow up. Do not state that a call or text has been placed, returned, or scheduled, do not call or text the number, and do not repeat the full number back in the reply — treat it as private contact information.

Before escalating

Do not call or text the guest and do not promise a specific callback time. Capture the phone number provided and whose number it is (guest / spouse / assistant), any preferred call or text window, the reason for contact, the inbound channel, and the reservation details.

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

• That a call or text has been placed, returned, or scheduled
• That the team will call at a specific time
• That the matter will be resolved by phone
• That the guest's number has been saved to their reservation

Escalate when:

• Any guest message that contains a phone number, or any request to be called or texted — always escalate so the property team can make voice/SMS contact and handle the personal contact details. The assistant cannot place or receive calls or texts.
• A guest simply asking for the property's phone number is a routine info request, not this tag — answer from rio-las-vegas-hotel-casino-property-details.md.
• If the number accompanies a sensitive issue (billing, noise / safety, room issue), also tag the matching escalation guide (e.g. rio-las-vegas-hotel-casino-billing-issue-escalations.md).