rio-las-vegas-hotel-casino-upgrade-request-escalations.md

RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

C. Upgrades / better room / guaranteed view

Guest asks:

• "Can I get an upgrade?"
• "Any chance of a better room?"
• "Can I get a renovated room?"
• "Can I guarantee my bed type"
• "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
• "Can I get a guaranteed strip view?"

TAG as upgrade-request

Respond with

Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

Before escalating

Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

Escalate when:

• The guest wants an actual inventory confirmation
• The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
• The guest disputes upgrade price
• The guest wants to pay for an upgrade ahead of arrival