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.

flamingo hygiene-hazard

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving pest sightings (bed bugs, cockroaches, rodents), unsanitary room conditions (bodily fluids, waste), visible mold or mildew, strong chemical smells from cleaning products, broken glass or sharp objects in rooms or pool areas, dirty linens or towels suggesting prior use, food left by a prior guest, or sewage/plumbing hazards. Maps to risk category HYGIENE & ENVIRONMENTAL (tag HYGIENE-HAZARD) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches must be escalated; the LLM must acknowledge seriously and must not minimize or attribute cause.

F. Hygiene & environmental

Guest asks / says:

• "I saw bed bugs / cockroaches / rodents in my room."
• "The room was unsanitary — there were bodily fluids / waste."
• "There's visible mold or mildew in the bathroom or HVAC."
• "There was a strong chemical smell from cleaning products."
• "I found broken glass or a sharp object in my room or at the pool."
• "The linens or towels were dirty / had stains suggesting prior use."
• "There was food left from the previous guest in my room."
• "There's a sewage backup / plumbing hazard in my room."

Trigger keywords (non-exhaustive): bed bugs, cockroach, rodents, mice, rats, infestation, mold, mildew, biohazard, dirty, unsanitary, disgusting, filthy, stained linens, broken glass, sharp object, chemical smell, sewage, plumbing hazard, prior guest food.

Overlap note: Pest, mold, and contamination signals also fall under HEALTH-MEDICAL when the guest reports illness or exposure symptoms. If both are present (e.g., "I saw bed bugs and got bites" or "mold and I couldn't breathe"), tag as HEALTH-MEDICAL instead of HYGIENE-HAZARD and escalate at the higher tier.

TAG as hygiene-hazard

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge seriously. Do not minimize, attribute cause to the guest, blame housekeeping or third parties, describe cleaning protocols or pest-control procedures, or hint at compensation.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording — including the room number if mentioned — in the escalation record so the concierge can route to property leadership and housekeeping/operations as appropriate.

Escalate when:

• Always. Any mention of pests, mold/mildew, biohazards, broken glass, dirty linens, prior-guest food, chemical exposure, or sewage/plumbing hazards is an escalation regardless of star rating, tone, or whether the guest demands action.
• Re-route to HEALTH-MEDICAL instead if the guest also reports illness, allergic reaction, breathing difficulty, or other physical symptoms.
• Tag the conversation: [HYGIENE-HAZARD] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue.

RAG Context: Section 1 upsell escalation rules for Flamingo Las Vegas — guest-initiated upsell flows for Early Check-In Guarantee, Late Check-Out Guarantee, Connecting Rooms, and Room Upgrade / Stay Extension. For each: trigger phrases, the exact message to send the guest, and the escalation decision rule. Core rule: do NOT escalate simply because a guest asks; escalate only after confirmed guest intent to purchase/proceed, and send a holding reply first. Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

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?"

Any questions about early check in

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

"We can guarantee connecting rooms in advance for an additional fee of $25 per room, per night. To confirm this for your stay, please provide the name and confirmation number for each reservation you'd like connected and we'll get this set up for you."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking if connecting rooms are available or about the fee/process.
• ESCALATE when the guest confirms ALL of: (1) they agree to the $25/room/night fee, AND (2) they provide names and confirmation numbers for ALL rooms to be connected. Holding reply before escalating: "Thanks! We're coordinating your connecting room request now and will confirm once it's set up."

D — Room Upgrade or Stay Extension

Trigger Phrases

• "Can I get an upgrade?"
• "Is there a better room / renovated room available?"
• "Can I extend my stay by a night or two?"
• "Can I get a strip view / high floor / specific bed type?"
• "I booked Room Assigned Upon Arrival — can I guarantee a bed type?"

LLM Response — What to Send the Guest

"We'd be happy to look into upgrade and extension options for you. To have our hotel team reach out directly with availability and pricing, could you please share the best phone number to reach you?"

Note on Upgrade Information: Always set the expectation that upgrades are subject to availability. Do not confirm inventory or guarantee any specific room type. The human Concierge team handles all actual availability checks and pricing.

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about upgrade possibilities, cost, or process.
• ESCALATE when the guest provides their contact phone number. Example: "Sure — my number is 702-555-1234." Holding reply before escalating: "Perfect, thank you. We've shared your number with our hotel team and they will be in touch shortly to discuss options."