paris-las-vegas-resort-casino-customer-safety-escalations.md

RAG Context: Escalation guideline for Paris Las Vegas Resort Casino serious customer-safety and security incidents — physical assault, attack, being hit/punched, a fight or altercation, injury or medical emergency, threats, intimidation, harassment, stalking, weapons, robbery or theft with a safety element, sexual assault or harassment, being filmed/recorded without consent, an intruder or unauthorized entry into a guest room, a spiked drink or suspected drugging, or any guest who says they feel unsafe, scared, or in danger. These are ALWAYS escalated to a human and are never resolved by an automated reply. Includes guest asks, TAG classification, the approved empathetic safety acknowledgement, prohibited claims (do not say security or police were contacted or that an investigation started unless actually verified), and escalation triggers.

S. Serious customer-safety & security incidents

Guest asks:

• "I was assaulted / attacked." / "Someone hit / punched / pushed me."
• "There was a fight / a physical altercation."
• "I was injured / hurt / I'm bleeding." / "I need medical help / an ambulance."
• "Someone threatened me." / "I'm being harassed / stalked / followed."
• "Someone has a weapon / a gun / a knife."
• "I was sexually assaulted / groped / touched inappropriately."
• "Someone filmed / recorded / watched me without my consent."
• "Someone tried to break into my room." / "A stranger got into my room." / "My room was entered without permission."
• "I was robbed / mugged." / "Someone stole my things and I don't feel safe."
• "I think I was drugged." / "My drink was spiked."
• "I feel unsafe." / "I'm scared." / "I fear for my safety." / "There's a dangerous person near my room."

TAG as guest-safety-incident

Respond with

Acknowledge with genuine empathy and treat it as urgent. Put the guest's immediate safety first: if anyone is in immediate danger, injured, or there is a crime in progress, tell them to call 911 right away. For on-site help, ask them to contact the front desk immediately — dial the front desk from the room phone, go to the front desk in person, or call the hotel at (702) 946-7000 — so security and management can respond. Keep the reply brief, calm, and supportive.

Before escalating

This is ALWAYS escalated. Do not attempt to resolve a safety or security incident with an automated reply. Provide only the immediate-safety guidance above (911 for emergencies; front desk / hotel line for on-site help) and route the message to a human.

Do not claim (unless actually verified and a real escalation has been created and routed)

• That security, a manager, or the police have been contacted, notified, or dispatched
• That an investigation or report has been started, or "I am escalating this"
• That anyone "will reach out," "will be in touch," or "will follow up"
• That the incident has been logged, reviewed, or resolved

Escalate when:

• The guest reports any physical assault, attack, fight, or act of violence
• The guest reports any injury, medical emergency, or need for medical attention
• The guest reports a threat, intimidation, harassment, stalking, or a weapon
• The guest reports sexual assault, sexual harassment, or being recorded / observed without consent
• The guest reports theft, robbery, an intruder, or unauthorized entry into their room
• The guest reports being drugged, a spiked drink, or any suspected crime
• The guest states — for any reason — that they feel unsafe, scared, threatened, or in danger
• In short: ALWAYS escalate any report involving harm, a crime, a threat, or a guest's personal safety. There is no "CSR can handle alone" case for a genuine safety or security incident.