flamingo legal-threat

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages that contain explicit legal threats or regulatory escalation signals — mentions of attorneys, lawsuits, or legal action; references to contacting health departments, OSHA, or other authorities; threats to go to media or post to news platforms; claims of ADA or civil-rights violations; explicit demands for financial compensation; statements that a police report has been filed; or mentions of escalating via Expedia or another OTA dispute channel. Maps to risk category LEGAL THREATS (tag LEGAL-FLAG) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. No financial discussion. Route to management only.

G. Legal threats

Guest asks / says:

• "I'm contacting my attorney / I'll sue / I'm taking legal action."
• "I'm reporting this to the health department / OSHA / the authorities."
• "I'm going to the media / posting this on the news / going public."
• "This is an ADA violation / civil-rights issue."
• "I demand compensation / a refund / my money back."
• "I've filed a police report."
• "I'm filing a dispute through Expedia / chargeback."
• "I have evidence / I have photos / I have documentation to support this."

Trigger keywords (non-exhaustive): lawyer, attorney, legal action, sue, lawsuit, litigation, news, media, reporter, going public, social media post, health department, OSHA, authorities, regulatory complaint, compensation, refund demand, demand letter, money back, Expedia dispute, chargeback, credit card dispute, I have evidence, I have photos, I have documentation.

TAG as legal-threat

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Never counter-argue, deny the claim, hint at compensation, propose a refund, name staff or departments, describe internal protocols, or engage on the legal substance. The LLM is not authorized to discuss money, liability, or legal matters in any form.

Before escalating

Do not investigate, validate, dismiss, or engage on substance. The LLM is authorized to acknowledge and empathize only. Capture the exact wording — especially any explicit threats, named authorities, or named legal counsel — in the escalation record so management and (where appropriate) legal counsel can review.

Escalate when:

• Always. Any mention of legal action, attorneys, regulatory authorities, media, ADA/civil-rights claims, demands for compensation, police reports, or OTA dispute escalation is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• If the legal threat overlays another risk category (e.g., guest is threatening litigation and alleging injury or harassment), apply both tags and escalate at the higher tier.
• Tag the conversation: [LEGAL-FLAG] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag — routing to management only.