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.

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.

flamingo security-safety

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving unsafe conditions or security failures — broken or non-functional room door locks, guests feeling stalked or followed, harassment by another guest or staff, unauthorized individuals entering or approaching guest rooms, suspicious behavior, weapons sightings or threats on property, security escort/removal complaints, key-card failures with security implications, or poorly lit areas cited as a safety risk. Maps to risk category SECURITY & UNSAFE CONDITIONS (tag SECURITY-SAFETY) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation; the LLM must confirm the guest is currently safe if it is an in-stay message.

D. Security & unsafe conditions

Guest asks / says:

• "My room door lock is broken / not working."
• "I feel like I'm being stalked / followed on the property."
• "I'm being harassed by another guest or by a staff member."
• "An unauthorized person entered my room or approached me."
• "There's suspicious behavior near my room / floor / pool."
• "I saw a weapon / someone made a threat on property."
• "There was a security escort or removal incident I want to flag."
• "My key card failure created a security concern."
• "An area of the property is poorly lit and feels unsafe."

Trigger keywords (non-exhaustive): unsafe, threatened, stalked, followed, intimidated, harassed, broke into / forced lock, lock broken, key card not working / security concern, weapon, gun, knife, threat, unauthorized person, suspicious, escort, removed by security.

TAG as security-safety

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge gravity. If the guest is in-stay, lead with confirming they are safe and direct them to the on-site Security Team at 702-733-3523 while the escalation is being processed. Do not speculate on cause, name staff or other guests, describe internal security protocols, or hint at compensation.

Before escalating

For in-stay guests, the LLM may state that Security is available 24/7 at 702-733-3523 and that the front desk is reachable 24 hours. Do not investigate, validate, or attempt to resolve. Capture the guest's exact wording — including any names, locations, or descriptions — in the escalation record so the concierge can route appropriately.

Escalate when:

• Always. Any mention of broken locks, stalking, harassment, unauthorized room access, weapons, threats, security incidents, or feeling unsafe is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [SECURITY-SAFETY] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.