RAG Context: Section 3 post-stay review response rules for Flamingo Las Vegas — how the LLM responds publicly to reviews on Expedia, Booking.com, Google, and TripAdvisor. Covers positive review handling (4–5 stars, no unresolved complaint) and negative/mixed review handling (1–3 stars or any service-failure/complaint), tone guidance, example reply templates, and the escalation triggers that require a human (safety incident, discrimination, theft/fraud, severe brand-damaging failure, or systemic-trend complaints). Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 3 — Post-Stay Review Response Rules

The LLM responds publicly to post-stay reviews. Because responses are public, they represent the Flamingo Las Vegas brand to all future readers, not just the reviewer — tone management is essential.

Positive Review Response Guidelines

When to use: Reviews with 4–5 stars and no unresolved complaint.

LLM Response Approach

• Thank the guest by name when available.
• Reference a specific detail they mentioned to personalize the reply.
• Invite them to return and mention Caesars Rewards if appropriate.
• Keep tone warm, professional, and concise (2–4 sentences).

No escalation required for standard positive reviews. The LLM publishes the response directly.

Example Positive Reply Template

Thank you so much for the wonderful review, [guest-name]! We're thrilled you enjoyed [specific-detail] during your stay at Flamingo Las Vegas. We'd love to welcome you back for another stay on the Strip — and to earn Caesars Rewards while you're here. See you next time!

Negative / Mixed Review Response Guidelines

When to use: Reviews with 1–3 stars or any review describing a service failure, complaint, or unresolved issue.

LLM Response Approach

• Open with a sincere, non-defensive acknowledgment of the guest's experience.
• Do not argue, make excuses, or challenge the guest's account publicly.
• Do not offer specific compensation or make binding promises in the public reply.
• Invite the guest to contact the hotel directly to resolve (include contact info or invite them to reach out privately).
• Keep tone calm, empathetic, and brand-appropriate.

Example Negative / Mixed Reply Template

Thank you for taking the time to share your feedback, [guest-name]. We're sorry to hear your stay didn't meet expectations, and we sincerely apologize for the inconvenience. We'd welcome the chance to make this right — please reach out to us directly at +1-702-733-3111 so we can learn more and assist. We hope to have the opportunity to provide you with a better experience in the future.

Escalation Triggers for Reviews

ESCALATE to a human if the review contains any of the following — escalate within 12 hours:

• Safety incident, injury, or medical emergency claim
• Allegation of discrimination (race, gender, disability, etc.)
• Accusation of theft, fraud, or criminal behavior
• Severe service failure likely to damage brand reputation
• Frequent similar complaints suggesting a systemic trend