Rio Hotel & Casino, a Destination by Hyatt Hotel

RAG Context: Escalation guideline for Rio Las Vegas invoice / folio / receipt requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

G. Invoice / folio / receipt requests

Guest asks:

• "Can you send me my invoice?"
• "Can I get an itemized folio?"
• "Can you resend my receipt?"
• "Can you fix a charge on my bill?"
• "I have not seen my incidentals deposit"
• "Over charged for my stay"

TAG as invoice-request

Respond with

Route guest to Rio Rita for the actual folio / invoice and explain who issues it

Escalate when:

• Guest needs the actual folio / invoice
• Guest requests itemization
• Guest inquires about their refund
• Guest disputes or wants charge corrections
• Guest needs a customized business-format invoice

RAG Context: Escalation guideline for Rio Las Vegas guest messages where the guest confirms, accepts, authorizes, or agrees to a fee or charge (as opposed to disputing one) — connecting / adjoining room fees, room upgrades, early check-in or late checkout fees, resort fees, parking, pet fees, rollaway 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 $20 per room, per night."). The LLM cannot process payments, apply charges, or guarantee paid add-ons or availability, so every confirmation is always escalated to the property team to action. Includes guest asks, TAG classification, the approved response, prohibited claims, and escalation triggers.

Confirmation of a Fee or Charge

Guest asks:

• "Yes, we'd like to confirm the adjoining rooms for the extra fee of $20 per room, per night."
• "Go ahead and add the [resort fee / early check-in / late checkout / upgrade] charge."
• "We accept the $X fee — please confirm."
• "Charge me for the [rollaway bed / pet fee / parking / connecting rooms / extra guest]."
• "That's fine, add it to my bill."
• "Confirmed — proceed with the upgrade at the quoted price."
• "Yes, we agree to the additional cost."

TAG as confirm-fee

Respond with

Thank the guest and acknowledge the fee they accepted. Set the expectation that a team member will finalize the arrangement and apply the charge. Do not confirm the charge is applied or that the room / upgrade / add-on is secured.

Before escalating

Do not apply, process, or confirm the charge, and do not guarantee the booking change. Capture the exact charge accepted, the amount, the unit (per room / per night / one-time), what it is for, and the reservation details.

Do not claim (unless actually verified and a real escalation has been created and routed)

• That the charge has been applied, processed, or posted
• That the room, upgrade, connecting rooms, or any paid add-on is secured, guaranteed, or booked
• That payment has been taken or the card has been charged
• That availability has been confirmed

Escalate when:

• Any guest acceptance, authorization, or confirmation of a fee, surcharge, add-on, or paid request — always escalate so the property team can apply the charge and confirm the arrangement.
• Disputes or requests to remove an existing charge are billing-issue, not confirm-fee — see rio-las-vegas-hotel-casino-billing-issue-escalations.md.

RAG Context: Escalation guideline for Rio Las Vegas billing issues, deposit returns, refunds, and charge disputes (in-house or post-stay). Includes guest asks, TAG classification, the approved guest-facing response (deposit and billing inquiries require property-team review — direct the guest to Rio Rita at (702) 777-7777), prohibited claims (do not say an investigation has started, finance was notified, an escalation occurred, or resolution is in progress unless actually verified), and escalation triggers.

L. Billing issues (in-house or post-stay complaints)

Guest asks:

• "I was charged incorrectly."
• "There are charges I don't recognize."
• "Can you remove this fee?"
• "I want a refund."
• "When will my deposit be returned?"
• "Where is my deposit refund?"

TAG as billing-issue

Respond with

Acknowledge the concern and gather info. Financial disputes, refunds, deposit returns, billing concerns, and charge inquiries require human review by the property team.

Before escalating

Use the approved response: "I understand your concern regarding your deposit. Deposit returns and billing inquiries require review by the property team. Please contact Rio Rita at (702) 777-7777 and a team member will be happy to assist."

Do not claim (unless actually verified and a real escalation has been created and routed)

• That an investigation has started
• That an escalation has occurred or "I am escalating this"
• That finance has been notified or "Our finance team is reviewing this"
• That resolution is in progress, "Someone will contact you," or "A manager will reach out"

Escalate when:

• Any billing correction, dispute, deposit return, or refund is requested