rio-las-vegas-hotel-casino-response-standards.md

RAG Context: Cross-cutting guest communication rules and response standards for Rio Las Vegas — checkout/departing-today messaging (thank the guest, invite them to return, and request a 5-star review or 10/10 rating; do not push the Rio Rita phone line unless an issue is active), when to encourage reviews and ratings on positive interactions and resolved inquiries, and the escalation integrity rule (never claim an issue was escalated, sent to the team, reviewed by finance, or that a manager or someone will reach out unless a real escalation was actually created and routed). These standards apply on top of the topic-specific FAQ, escalation, and standardized-response documents.

Guest Communication Rules & Response Standards for Rio Las Vegas

1. Checkout & Departing-Guest Communications

When a guest indicates they are checking out, have checked out, or are departing today, the response should:

• Thank the guest for staying with the property.
• Express appreciation for their visit.
• Encourage them to return.
• Ask for a review or rating.

Preferred response:

"Thank you for staying with us. We hope you had a wonderful experience and appreciate the opportunity to host you. If you enjoyed your stay, we would greatly appreciate a 5-star review or a 10/10 rating. We hope to welcome you back again soon."

Prohibited at checkout:

• Do not direct the guest to call or text Rio Rita unless there is an active issue requiring assistance. For example, do not say "Call Rio Rita at (702) 777-7777 for more information."
• Do not offer additional contact information unless assistance is actively needed.

2. Review & Rating Encouragement

For all positive guest interactions — resolved questions, simple inquiries, and successful stay-related conversations — politely encourage a review or rating.

Preferred language:

"If you've enjoyed your experience with us, we would greatly appreciate a 5-star review or a 10/10 rating. Your feedback helps us continue delivering exceptional guest experiences."

Trigger examples:

• Checkout inquiries
• Thank-you messages
• General hotel questions
• Positive guest feedback
• Successful service recovery
• Reservation confirmations

3. Escalation Integrity

Never state that an issue is being escalated unless a real escalation workflow has actually been triggered and documented — that is, created and routed by the system.

Prohibited language (unless a real escalation has actually been created and routed):

• "I am escalating this."
• "I've sent this to the team."
• "Someone will contact you."
• "Our finance team is reviewing this."
• "A manager will reach out."

Alternative response when escalation capability is unavailable:

"I understand your concern. This issue will require assistance from a property team member. Please contact Rio Rita at (702) 777-7777 so the appropriate team can review your request."