flamingo confirm-fee

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages where the guest confirms, accepts, authorizes, agrees to, or approves a fee or charge — as opposed to disputing one. Covers acceptance of a quoted surcharge or add-on cost: adjoining / connecting room fees, room upgrades, early check-in or late checkout fees, resort fees, parking, pet fees, rollaway bed or extra-guest charges, extra-night charges, and any "per room / per night" or "extra fee" the guest agrees to pay (e.g. "Yes, we'd like to confirm the adjoining rooms for the extra fee of $25 per room, per night."). The LLM cannot process payments, apply charges, or guarantee paid add-ons or availability, so every confirmation must be handed to a human to action. Maps to risk category FEE & CHARGE CONFIRMATION (tag CONFIRM-FEE) in the master Flamingo Risk Management Framework (flamingo-las-vegas-hotel-casino-escalations.md). All matches require immediate escalation. Do not confirm the charge is applied or the add-on secured — acknowledge and route to a human.

Confirmation of a Fee or Charge

Guest asks / says:

• "Yes, we'd like to confirm the adjoining rooms for the extra fee of $25 per room, per night."
• "Yes, please go ahead and add the [resort fee / early check-in / late checkout / upgrade] charge."
• "We accept the $X fee — please confirm."
• "Go ahead and charge me for the [rollaway bed / pet fee / parking / connecting rooms / extra guest]."
• "That's fine, please add it to my bill / room."
• "Confirmed — please proceed with the upgrade at the quoted price."
• "Yes, we agree to the additional cost / surcharge."
• "Please charge my card for the extra night."

Trigger keywords (non-exhaustive): yes please confirm, we'd like to confirm, go ahead and charge, charge me, charge my card, add it to my bill, add it to my room, accept the fee, agree to the charge, agree to the fee, approve the fee, okay to charge, that's fine charge, proceed with the upgrade, confirm the extra fee, extra fee, additional charge, additional cost, surcharge, add-on, per night, per room, willing to pay, sounds good charge me, confirm the [adjoining / connecting] rooms.

Disambiguation: This category is for a guest accepting / authorizing a new or quoted charge (a forward-looking action that must be executed by a human). If the guest is disputing, questioning, or asking to remove an existing charge, that is a billing dispute — see General Escalation Rules §K (Billing Issues & Charge Disputes). When a message both accepts a fee and disputes another, apply both tags.

TAG as confirm-fee

Respond with

Thank the guest for confirming and acknowledge the specific fee/charge they accepted. Never state that the charge has been applied, the payment processed, or the room / upgrade / add-on secured; do not quote, adjust, or negotiate the amount, or guarantee availability. Make clear that a team member will finalize the arrangement and apply the charge. The LLM is not authorized to process payments or confirm paid add-ons.

Before escalating

Do not apply, process, or confirm the charge, and do not guarantee the booking change. The LLM is authorized to acknowledge and thank only. Capture the guest's exact wording in the escalation record — the specific charge accepted, the amount, the unit (per room / per night / one-time), what it is for (adjoining / connecting rooms, upgrade, pet, parking, late checkout, extra guest, rollaway, extra night), and full reservation details — so the concierge can apply the charge and confirm the arrangement.

Escalate when:

• Always. Any guest message that accepts, authorizes, agrees to, or confirms a fee, surcharge, add-on, or paid request is an immediate escalation so a human can apply the charge and confirm the arrangement — regardless of amount, tone, or whether the guest asks for confirmation. The LLM has no authority to process payments, apply charges, or guarantee paid add-ons or availability.
• If the confirmed fee is tied to a booking change (room type, adjoining / connecting rooms, dates, occupancy) controlled by a 3rd-party channel (Expedia, Booking.com), still escalate and capture the booking channel so the team can route the change correctly.
• Tag the conversation: [CONFIRM-FEE] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

flamingo legal-threat

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages that contain explicit legal threats or regulatory escalation signals — mentions of attorneys, lawsuits, or legal action; references to contacting health departments, OSHA, or other authorities; threats to go to media or post to news platforms; claims of ADA or civil-rights violations; explicit demands for financial compensation; statements that a police report has been filed; or mentions of escalating via Expedia or another OTA dispute channel. Maps to risk category LEGAL THREATS (tag LEGAL-FLAG) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. No financial discussion. Route to management only.

G. Legal threats

Guest asks / says:

• "I'm contacting my attorney / I'll sue / I'm taking legal action."
• "I'm reporting this to the health department / OSHA / the authorities."
• "I'm going to the media / posting this on the news / going public."
• "This is an ADA violation / civil-rights issue."
• "I demand compensation / a refund / my money back."
• "I've filed a police report."
• "I'm filing a dispute through Expedia / chargeback."
• "I have evidence / I have photos / I have documentation to support this."

Trigger keywords (non-exhaustive): lawyer, attorney, legal action, sue, lawsuit, litigation, news, media, reporter, going public, social media post, health department, OSHA, authorities, regulatory complaint, compensation, refund demand, demand letter, money back, Expedia dispute, chargeback, credit card dispute, I have evidence, I have photos, I have documentation.

TAG as legal-threat

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Never counter-argue, deny the claim, hint at compensation, propose a refund, name staff or departments, describe internal protocols, or engage on the legal substance. The LLM is not authorized to discuss money, liability, or legal matters in any form.

Before escalating

Do not investigate, validate, dismiss, or engage on substance. The LLM is authorized to acknowledge and empathize only. Capture the exact wording — especially any explicit threats, named authorities, or named legal counsel — in the escalation record so management and (where appropriate) legal counsel can review.

Escalate when:

• Always. Any mention of legal action, attorneys, regulatory authorities, media, ADA/civil-rights claims, demands for compensation, police reports, or OTA dispute escalation is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• If the legal threat overlays another risk category (e.g., guest is threatening litigation and alleging injury or harassment), apply both tags and escalate at the higher tier.
• Tag the conversation: [LEGAL-FLAG] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag — routing to management only.

RAG Context: Room request standardized response templates for Flamingo Las Vegas — atomic templates for quiet room requests, rooms close together, guaranteed connecting rooms ($25/room/night, confirm names and confirmation numbers), adjoining room requests ($25/room/night, confirm second reservation ID), bed type/bedding requests (bed type not guaranteed; upgrades available pre-arrival), PetStay room requests, view option requests, special occasion requests (amenity setups available via concierge/Laurel at +1-702-733-3111), honeymoon/special celebration requests, crib requests, rollaway bed requests, mini-fridge requests (note: all rooms already have fridges), microwave/coffee maker requests (not available), Jacuzzi tub requests (not available), balcony requests (not available), extra towels/blankets/pillows in-advance requests, generic room requests, and room changes after check-in.

Room Request Standardized Responses for Flamingo Las Vegas:

• QUIET ROOM REQUESTS

  Thank you for reaching out! We've noted your request for a quiet room and will do our best to accommodate it based on availability at the time of your arrival. While we cannot guarantee specific room assignments in advance, please rest assured that we will make every effort to fulfill your preference.

  If you have any further questions or special requests, please don't hesitate to reach out.

• ROOMS CLOSE TOGETHER

  Thank you for reaching out! Connecting and adjoining rooms are based on availability at the time of check-in.