Section 1 — Upsell Escalation Rules

Upsell inquiries are initiated by the guest. The LLM presents the offer and collects guest intent. Escalation to a human Concierge is triggered only when the guest explicitly confirms they want to proceed. Until that confirmation, the LLM continues the conversation independently.

Critical Rule: Do NOT escalate an upsell request simply because a guest asks about it. Only escalate after confirmed guest intent to purchase/proceed. Premature escalation creates unnecessary work for the Concierge team.

A — Early Check-In Guarantee

Trigger Phrases

• "Can I check in early?"
• "My flight arrives at 9 AM — can I get my room sooner?"
• "Is early check-in available / offered?"
• "What time can I get into my room if I arrive in the morning?"

LLM Response — What to Send the Guest

"Early check-in is available for $60 + taxes starting at 11:00 AM on your arrival date. Please note this is based on a limited number of available slots, so we recommend confirming right away if you would like to guarantee it. Would you like us to set this up for you?"

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability, time, or fee, or is undecided / asking follow-ups.
• ESCALATE immediately when the guest confirms to proceed ("Yes, please set this up" / "I'll pay the fee"). Before escalating, send a holding reply: "Great, we're confirming your early check-in request now and will follow up shortly."

B — Late Check-Out Guarantee

Trigger Phrases

• "Can I check out late?"
• "What are the late checkout options / fees?"
• "Can I stay in my room until 2 PM?"
• "Is late checkout available?"

LLM Response — What to Send the Guest

"We'd be happy to arrange a guaranteed late check-out for you. Here are the available options:"

Checkout Time	Tue – Fri Departure	Sat – Mon Departure
12:00 PM	$20 + tax	$30 + tax
1:00 PM	$30 + tax	$40 + tax
2:00 PM	$40 + tax	$50 + tax
3:00 PM	$50 + tax	$60 + tax
4:00 PM	$60 + tax	$70 + tax

"To secure your preferred departure time in advance, just let us know which time works best and we'll get that arranged. If you'd prefer not to pay a fee, late checkout is also available based on availability by calling the front desk directly on the morning of departure."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability or fees or considering options.
• ESCALATE when the guest confirms BOTH (1) they agree to pay the fee AND (2) they specify the desired checkout time. Example: "Yes, I'd like 1 PM — Friday departure." Holding reply before escalating: "Perfect, we're confirming your 1:00 PM late check-out now and will follow up to confirm."

C — Connecting Rooms

Trigger Phrases

• "Can we have connecting rooms?"
• "Can our rooms be next to each other / on the same floor?"
• "We need rooms that connect — traveling as a family."

LLM Response — What to Send the Guest

Section 4 — Quick Reference: LLM Decision Rules

Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.

Request / Scenario	LLM Response	Escalation Trigger
Early Check-In	Share $60 + tax fee, explain availability	Guest confirms they want to pay — then escalate
Late Check-Out	Share fee schedule, explain availability option	Guest confirms fee + desired time — then escalate
Connecting Rooms	Explain $20/room/night fee, request names & conf #s	Guest confirms fee + provides all names & conf #s — then escalate
Upgrade / Extend Stay	Ask for best contact phone number	Guest provides phone number — then escalate
Name Addition / Alt Check-In	Collect name, explain ID/card requirements	Primary name change, billing auth, identity mismatch
Stay Modification / Cancel	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt	Explain who issues folio, set timeline expectations	Itemization, billing correction, refund request
Room Issue / Housekeeping	Apologize, gather details, direct to front desk first	Front desk unresponsive; safety impact; comp requested
Maintenance Request	Acknowledge, direct to front desk / Laurel text	Front desk unresponsive; repair still needed
Noise / Safety Complaint	Acknowledge, direct to Security / front desk	Security/front desk intervention needed; unresolved
Billing Dispute / Refund	Acknowledge, collect details	Any correction, dispute, or refund — always escalate
General Complaint / Comp	Empathize, document thoroughly	Compensation requested; multiple failures; emotional guest
Post-Stay Review — Negative	Acknowledge publicly with empathy template	Safety, discrimination, viral-risk — escalate within 12h
Post-Stay Review — Positive	Respond with standard thank-you template	No escalation required

In-House & Post-Stay Standardized Responses for Paris Las Vegas:

• GUESTS IN HOUSE

  [guest-name] — Thank you for staying with us at Paris Las Vegas! We hope you enjoy your time on the Las Vegas Strip.

  If you need anything during your stay, please use the Guest Services button on your in-room phone, text Laurel, or visit the front desk — our front desk is available 24 hours.

  Thank you again, and enjoy your stay!

  [hotel-name]

• LATE CHECKOUT REQUEST

  Dear [guest-name],

  Thank you for reaching out about a late check-out. Late check-out can be requested from the front desk on the day of departure and is subject to availability.

  If you'd like to guarantee a late check-out, we're pleased to offer the following options for an additional fee:

  Tuesday – Friday Departures • 12:00 PM — $20 + tax • 1:00 PM — $30 + tax • 2:00 PM — $40 + tax • 3:00 PM — $50 + tax • 4:00 PM — $60 + tax

  Saturday – Monday Departures • 12:00 PM — $30 + tax • 1:00 PM — $40 + tax • 2:00 PM — $50 + tax • 3:00 PM — $60 + tax • 4:00 PM — $70 + tax

  Please let us know if you'd like to lock in a guaranteed time, and we'll be happy to assist.

  Thank you,

  [hotel-name]

• NON-SMOKING

  [guest-name] — All Paris Las Vegas guest rooms and suites are non-smoking. A $500 fee applies for smoking in a standard room and $1,000 in a suite. Smoking is permitted on the casino floor only.

• PET ROOM POLICY

  Hello [guest-name],

  Paris Las Vegas offers Pet Rooms for dogs only, located on a specific floor, at a fee of $75 per night. Certified service animals incur no charge. Please let us know if you'd like us to help arrange a Pet Room.

• EXTRA TOWELS OR TOILETRIES

  Thank you for reaching out! For extra towels or toiletries, please text Laurel or call Guest Services and our team will assist right away.

• ADDITIONAL PILLOWS OR BLANKETS

  Thank you for reaching out! For additional pillows or blankets, please text Laurel or call Guest Services once you're in your room, and our team will get the items to you.

• MAINTENANCE OR IN-ROOM TECHNOLOGY ISSUE

  Hello [guest-name],

  We're sorry to hear about the issue in your room. Please text Laurel or call Guest Services and we'll dispatch an Engineer to assist. Emergency issues are prioritized. If the issue cannot be resolved quickly, the front desk can also help with a room change.

• ROOM TEMPERATURE / THERMOSTAT

  The digital thermostat is mounted on the wall in your guest room. If it is not adjusting properly, please text Laurel or call Guest Services and we'll dispatch an Engineer to take a look.

• ROOM SERVICE

  Hello [guest-name],

  Thank you for reaching out. Traditional room service availability may vary. Guests can use the Caesars Eats app to order food and delivery from select Caesars-branded outlets on property (some outlets may be excluded — you can confirm in the app).

  If we can help with restaurant recommendations or reservations, just let us know.

• FOOD DELIVERY (UBER EATS, DOORDASH, POSTMATES)

  Hello [guest-name],

  Outside food-delivery services do not have a designated drop-off area at the property. Guests will need to meet the delivery driver outside and arrange pickup directly. We're happy to help if anything else comes up during your stay.

• IN-ROOM REFRIGERATOR REQUEST

  Thank you for reaching out! Refrigerators are standard in all Bordeaux Tower rooms. In the Versailles Tower, refrigerators are available on request at no charge — just let us know and we'll arrange one.

  If you have additional accessibility or medical needs, please let us know and we'll do our best to accommodate.

• COFFEE MAKER OR MICROWAVE

  Thank you for reaching out. Coffee makers are provided in suites only and are not available in standard guest rooms. Microwaves are not provided, and in-room cooking is not permitted.

• SPA BOOKING