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 conduct-harassment

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving sexual harassment by staff or another guest, discriminatory treatment (race, gender, disability, religion, etc.), verbal abuse or threatening behavior from staff, profiling/surveillance/targeting, hostile guest-to-guest interactions, complaints about use of force by security personnel, or ADA accommodations denied or mishandled. Maps to risk category HARASSMENT & CONDUCT (tag CONDUCT-HR) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. The LLM must not investigate, validate, or dismiss the claim.

E. Harassment & conduct

Guest asks / says:

• "I was sexually harassed by a staff member or another guest."
• "I experienced discrimination based on race / gender / disability / religion / orientation."
• "A staff member was verbally abusive / threatening to me."
• "I felt profiled / surveilled / targeted on the property."
• "There was a hostile or aggressive interaction with another guest."
• "I have a complaint about use of force by security personnel."
• "My ADA accommodation was denied or mishandled."

Trigger keywords (non-exhaustive): harassed, sexual harassment, touched me, inappropriate, discriminated, racist, sexist, bias, profiled, staff was aggressive, threatening, yelled at me, abusive, felt unsafe, threatened, intimidated, followed, ADA, disability, accessibility, wheelchair, accommodation denied.

TAG as conduct-harassment

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Do not investigate, validate, dismiss, name staff or other guests, describe internal HR or security protocols, or hint at compensation. Avoid any language that could read as taking sides.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording in the escalation record — wording matters in HR and conduct matters. The concierge will route to property leadership and HR as appropriate.

Escalate when:

• Always. Any mention of sexual harassment, discrimination, verbal abuse, profiling, threatening behavior, security use-of-force, or ADA accommodation failure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [CONDUCT-HR] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

RAG Context: Section 3 post-stay review response rules for Flamingo Las Vegas — how the LLM responds publicly to reviews on Expedia, Booking.com, Google, and TripAdvisor. Covers positive review handling (4–5 stars, no unresolved complaint) and negative/mixed review handling (1–3 stars or any service-failure/complaint), tone guidance, example reply templates, and the escalation triggers that require a human (safety incident, discrimination, theft/fraud, severe brand-damaging failure, or systemic-trend complaints). Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 3 — Post-Stay Review Response Rules

The LLM responds publicly to post-stay reviews. Because responses are public, they represent the Flamingo Las Vegas brand to all future readers, not just the reviewer — tone management is essential.

Positive Review Response Guidelines

When to use: Reviews with 4–5 stars and no unresolved complaint.

LLM Response Approach

• Thank the guest by name when available.
• Reference a specific detail they mentioned to personalize the reply.
• Invite them to return and mention Caesars Rewards if appropriate.
• Keep tone warm, professional, and concise (2–4 sentences).

No escalation required for standard positive reviews. The LLM publishes the response directly.

Example Positive Reply Template

Thank you so much for the wonderful review, [guest-name]! We're thrilled you enjoyed [specific-detail] during your stay at Flamingo Las Vegas. We'd love to welcome you back for another stay on the Strip — and to earn Caesars Rewards while you're here. See you next time!

Negative / Mixed Review Response Guidelines

When to use: Reviews with 1–3 stars or any review describing a service failure, complaint, or unresolved issue.

LLM Response Approach

• Open with a sincere, non-defensive acknowledgment of the guest's experience.
• Do not argue, make excuses, or challenge the guest's account publicly.
• Do not offer specific compensation or make binding promises in the public reply.
• Invite the guest to contact the hotel directly to resolve (include contact info or invite them to reach out privately).
• Keep tone calm, empathetic, and brand-appropriate.

Example Negative / Mixed Reply Template

Thank you for taking the time to share your feedback, [guest-name]. We're sorry to hear your stay didn't meet expectations, and we sincerely apologize for the inconvenience. We'd welcome the chance to make this right — please reach out to us directly at +1-702-733-3111 so we can learn more and assist. We hope to have the opportunity to provide you with a better experience in the future.

Escalation Triggers for Reviews

ESCALATE to a human if the review contains any of the following — escalate within 12 hours:

• Safety incident, injury, or medical emergency claim
• Allegation of discrimination (race, gender, disability, etc.)
• Accusation of theft, fraud, or criminal behavior
• Severe service failure likely to damage brand reputation
• Frequent similar complaints suggesting a systemic trend