RAG Context: Section 2 general escalation rules for Paris Las Vegas routine guest-service requests — Name Additions & Guest Authorization, Stay Modifications & Cancellations, Invoice/Folio/Receipt Requests, Room Issues & Housekeeping, Maintenance Requests, Noise/Neighbor/Safety Complaints, Billing Issues & Charge Disputes, and General Complaints & Compensation Requests. For each: trigger phrases and a clear split between what the LLM responds to directly versus what it escalates to a human Concierge. Safety, medical, injury, theft, and billing-dispute messages always escalate. Part of the master framework in paris-las-vegas-resort-casino-escalations.md.

Section 2 — General Escalation Rules

These rules apply to routine guest-service requests that arrive via message. The LLM should acknowledge professionally, provide any information it can, and escalate when the situation requires human action or decision-making.

E — Name Additions & Guest Authorization

Trigger Phrases

• "Can you add a name to my reservation?"
• "Can someone else check in before I arrive?"
• "Can I change the name on my booking?"

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Collect the additional guest's name. Explain that a valid government-issued photo ID and the card used to book are required at check-in. Note the request with full reservation details.	Guest wants to change the PRIMARY guest name. Guest wants a guarantee that another person can check in without the booker present. Any billing authorization, third-party payment, or identity mismatch.

F — Stay Modifications & Cancellations

Trigger Phrases

• "Can I change my dates?" (a same-length date shift; to ADD nights or push checkout later, see the Stay Extension note below)
• "Can I shorten my stay?"
• "I want to cancel — can I get a refund?"
• "Can I combine two reservations?"
• "Can I change my room type?"

Adding nights is NOT a modification — do not send the guest to Expedia. If the guest wants to ADD nights, stay longer, or move their checkout / departure date later, treat it as a Stay Extension upsell — ask for the best phone number and escalate when supplied. The third-party "contact Expedia" rule below applies only to shortening, cancelling, date shifts, or room-type changes.

Adding a guest's NAME is NOT a modification — handle it directly, do not send to Expedia. If the guest wants to add an additional guest's name for check-in (even on a third-party booking), follow item E — collect the additional guest's full name and explain that a government-issued photo ID and the card used to book are required at check-in (names are typically added up to 24 hours before arrival). Only a change to the PRIMARY guest name, or a cancellation, goes through the booking channel.

Before escalating — always tell the guest: If the reservation was made through a 3rd-party booking channel (Expedia, Booking.com), the guest must contact that platform's customer service directly to modify or cancel. The LLM cannot make these changes.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Explain the modification policy based on booking channel (the guest must contact the third party to modify). Direct guest to the appropriate channel (Expedia, Booking.com, or Caesars direct). Adding an additional guest's name for check-in is handled directly — see item E.	3rd-party booking cannot process the modification. The PRIMARY guest name, dates, room type, or confirmation structure must change and the channel cannot assist. Complex booking complications requiring hotel intervention.

G — Invoice / Folio / Receipt Requests

Trigger Phrases

• "Can you send me my invoice / receipt / folio?"
• "I need an itemized folio / itemized bill / itemized receipt."
• "I haven't received my incidentals deposit back."
• "I was overcharged / there's a charge I don't recognize."

Standard response — send this for any folio / invoice / receipt request, including itemized: "Your invoice will be emailed to you automatically after checkout. If you have not received your invoice, please check your spam or junk folders. If you still cannot find it, please visit https://www.caesars.com/help-and-support/hotel-folio-request." This is self-service — do not escalate a folio / itemized request. Debit card holds may take several business days to release. For any billing change or dispute, the front office team must be involved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Send the standard folio response above for any folio / invoice / receipt request, including an itemized folio, bill, or receipt (caesars.com self-service link; no escalation). Note that debit card holds take several business days to release.	Guest disputes a charge or requests a correction. Guest requests a refund. Business invoice format required (a company-addressed invoice the self-service folio cannot produce). Incidentals hold not released after the expected timeframe.

H — Room Issues & Housekeeping

Trigger Phrases

• "My room is dirty / has a bad smell."
• "The AC / heater / TV / lights aren't working."
• "There's something broken in my room."
• "We need more towels, linens, pillows, or amenities."
• "There are bugs / the room is unacceptable."

Always direct to front desk first: Ask the guest to contact the front desk directly — by calling Guest Services or using the Laurel in-room text feature — before escalating. Escalate only if the front desk was already contacted and the issue remains unresolved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Apologize sincerely and acknowledge the inconvenience. Gather full details of the issue. Direct guest to front desk or Laurel in-room text service. Reassure the guest that the team will assist.	Front desk already contacted and issue is unresolved. Issue impacts guest safety or health. Guest requests a room move, repair, or compensation. Guest is in-stay with an urgent problem needing immediate attention.

I — Maintenance Requests

Trigger Phrases

• "Can someone fix the AC / heater?"
• "The sink / shower / toilet isn't working."
• "The safe / TV / WiFi isn't working."
• "There's a maintenance issue in my room."

Always direct to front desk first: Guests should call Guest Services or use Laurel in-room texting for immediate Engineer dispatch. Escalate only if the front desk was unresponsive or the issue persists.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the issue and express regret. Direct guest to front desk (call) or Laurel text to request Engineer dispatch. Collect issue details for documentation.	Repair is needed and front desk has not responded. Guest already contacted front desk and issue remains unresolved. Issue is impacting guest safety.

J — Noise, Neighbor & Safety Complaints

Trigger Phrases

• "The room next door is too loud / there's a party."
• "I don't feel safe."
• "There's suspicious activity on my floor."
• "I had an accident / there was an incident in my room."

Security Team — available 24/7: Guests with immediate safety concerns should be directed to the Security Team, reachable from the in-room phone (Security or Guest Services button) or by calling the property at (702) 946-7000. The property has EMTs on staff and can contact EMS for transport if needed. All safety, medical, and injury incidents must also be escalated to the hotel team regardless of whether the guest has already contacted Security.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the seriousness of the concern immediately. Direct guest to the front desk or Security (via the in-room phone or (702) 946-7000) for immediate help. Express empathy and reassure the guest.	Any safety, medical, or injury incident — always escalate. Noise/security issue where front desk intervention is needed. Front desk or Security unreachable or issue unresolved. Any message mentioning injury, theft, or property damage.

K — Billing Issues & Charge Disputes

Trigger Phrases

• "I was charged incorrectly / I don't recognize this charge."
• "Can you remove this fee?"
• "I want a refund."
• "My deposit hasn't been returned."

Rule — always escalate billing disputes: The LLM does not have authority to adjust charges, issue refunds, or confirm billing corrections. Any billing-related complaint must be escalated to the hotel team.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the concern professionally. Gather relevant billing details and document them. Remind the guest that debit holds take several business days to release.	Any billing correction, dispute, or refund — always escalate. Unrecognized charges or request to remove a fee. Incidentals deposit not returned within the expected timeframe.

L — General Complaints & Compensation Requests

Trigger Phrases

• "This stay has been terrible."
• "I'm unhappy with the service."
• "No one is helping me."
• "I want compensation / points / a refund for this experience."

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Empathize sincerely with the guest's experience. Apologize without assigning fault or making promises. Document the issue thoroughly.	Compensation of any kind is requested. Multiple service failures are described. Guest is emotionally escalating or expressing distress. Guest threatens to leave a public review about the issue.

Required Fields in Every Escalation Email

• Guest First & Last Name
• Reservation ID / Confirmation Number
• Booking Channel (Expedia / Booking.com / direct)
• Arrival Date & Departure Date
• Nature of Request / Issue (detailed)
• Guest Contact Phone or Email (where applicable)