Rio Hotel & Casino, a Destination by Hyatt Hotel

RAG Context: Escalation guideline for Rio Las Vegas stay modification or cancellation requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

D. Stay modifications or cancellation

Guest asks:

• "Can I change my dates?"
• "Can I extend my stay?"
• "Can I shorten my stay?"
• "Can I change my room type?"
• "Can I combine two reservations?"
• "Cancel my stay"
• "Can I cancel for a refund"

TAG as stay-modification

Respond with

Acknowledge request, gather details (new dates, room type, confirmation numbers)

CSR can handle when:

• The rep is only explaining that modifications may depend on booking channel / policy
• The rep is directing the guest to the proper team / channel

Before escalating

Always tell guests that if they booked on a third party, they need to contact the third-party booking site customer service to modify, change, or cancel the stay.

Escalate when:

• The reservation cannot be modified by the third party
• Dates, room type, occupancy, or confirmation structure must be changed
• There is a third-party booking complication

RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

C. Upgrades / better room / guaranteed view

Guest asks:

• "Can I get an upgrade?"
• "Any chance of a better room?"
• "Can I get a renovated room?"
• "Can I guarantee my bed type"
• "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
• "Can I get a guaranteed strip view?"

TAG as upgrade-request

Respond with

Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

Before escalating

Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

Escalate when:

• The guest wants an actual inventory confirmation
• The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
• The guest disputes upgrade price
• The guest wants to pay for an upgrade ahead of arrival

RAG Context: Handling Rio Las Vegas reservations booked through Expedia and other third-party/OTA sites — when a reservation is already confirmed in the booked room type, do not bounce the guest to Expedia Customer Service ("Your reservation is confirmed in the room type you originally booked"); for room-type changes or upgrades, direct the guest to Rio Rita at (702) 777-7777; Expedia self check-in and kiosks may not work, so proactively set expectations and direct guests to the front desk without blaming Expedia. Refunds, cancellations, and date changes on third-party bookings are still handled by the booking provider.

Expedia & Third-Party (OTA) Reservation Guidance for Rio Las Vegas

Reservation already confirmed in the booked room type

If the guest is already confirmed in the room type they booked through Expedia, do not direct them to Expedia Customer Service.

Preferred language:

"Your reservation is confirmed in the room type you originally booked."

Do not say "Please contact Expedia to confirm your reservation" when the reservation is already confirmed.

Guest wants to change room categories or upgrade

If the guest wishes to change room categories or explore an upgrade, direct them to the property team rather than the OTA.

Preferred language:

"If you would like to explore alternative room types or upgrades, please contact Rio Rita at (702) 777-7777 and the team can assist with available options."

Expedia self check-in limitations

For Expedia reservations where self check-in may not function properly, proactively explain the limitation, set expectations early, and direct the guest to the front desk. Be empathetic and avoid blaming Expedia.

Preferred language:

"We apologize for the inconvenience. Because your reservation was booked through Expedia, self check-in may not be available for this reservation. Please visit the front desk upon arrival and a team member will be happy to assist you with the check-in process."

Refunds, cancellations, and date changes on third-party bookings

Refunds, cancellations, and date changes on a third-party booking are handled by the booking provider. Direct the guest to contact Expedia (or whichever OTA they booked through) for those requests, subject to the rate's cancellation policy and current availability. This is separate from confirming an already-booked room type, where the guest should not be bounced back to Expedia.