flamingo health-medical

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving illness, food-poisoning suspicion, allergic reactions, medical emergencies or 911 events on property, exposure to mold/pests/hazardous substances, medication or medical-equipment issues, contaminated food/water/ice service, respiratory distress linked to room conditions, ADA accessibility failures with health implications, or COVID/communicable-illness exposure concerns. Maps to risk category HEALTH & MEDICAL (tag HEALTH-MEDICAL) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation to a human concierge — the LLM may acknowledge only and must not diagnose, attribute, or admit cause.

C. Health & medical

Guest asks / says:

• "I got sick during my stay / I think it was food poisoning."
• "I had an allergic reaction to food, amenities, or bedding."
• "We had to call 911 / there was a medical emergency."
• "I was exposed to mold, pests, or a hazardous substance."
• "My medication / medical equipment was lost or damaged."
• "The food / water / ice was contaminated."
• "I had breathing problems linked to room conditions (HVAC, chemicals)."
• "My ADA / accessibility needs were not met."
• "I was exposed to COVID or another communicable illness during my stay."

Trigger keywords (non-exhaustive): sick, food poisoning, vomiting, diarrhea, nausea, allergic reaction, anaphylaxis, rash, hives, swelling, mold, mildew, toxic, contaminated, cockroach, bed bugs, rodents, mice, rats, infestation, couldn't breathe, breathing problem, asthma attack, dirty, unsanitary, disgusting, filthy, biohazard, contaminated food, food made me sick, undercooked.

TAG as health-medical

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge only — never diagnose, attribute cause, confirm or deny exposure, name staff or departments, describe cleaning/HVAC/food-safety protocols, or hint at compensation.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. If the guest appears to be currently unwell or in-stay, flag urgency in the escalation record so the concierge can route to Security (702-733-3523), property leadership, and (if the guest requests) emergency services.

Escalate when:

• Always. Any mention of illness, allergic reaction, medical emergency, 911 call, mold/pest exposure, contaminated food/water, respiratory distress, ADA accessibility failure, or communicable-illness exposure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [HEALTH-MEDICAL] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.