rio-las-vegas-hotel-casino-stay-modification-escalations.md

RAG Context: Escalation guideline for Rio Las Vegas stay modification or cancellation requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

D. Stay modifications or cancellation

Guest asks:

• "Can I change my dates?"
• "Can I extend my stay?"
• "Can I shorten my stay?"
• "Can I change my room type?"
• "Can I combine two reservations?"
• "Cancel my stay"
• "Can I cancel for a refund"

TAG as stay-modification

Respond with

Acknowledge request, gather details (new dates, room type, confirmation numbers)

CSR can handle when:

• The rep is only explaining that modifications may depend on booking channel / policy
• The rep is directing the guest to the proper team / channel

Before escalating

Always tell guests that if they booked on a third party, they need to contact the third-party booking site customer service to modify, change, or cancel the stay.

Escalate when:

• The reservation cannot be modified by the third party
• Dates, room type, occupancy, or confirmation structure must be changed
• There is a third-party booking complication