Masquerade Tower

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

F. Late checkout

Guest asks:

• "Can I check out late?"
• "What is the late checkout fee?"

TAG as late-checkout

Respond with

Explain morning-of-departure availability and possible fee

Escalate when:

• Guest asks for a guarantee before arrival or during stay
• Guest wants to pay a fee to guarantee late checkout

RAG Context: Escalation guideline for Rio Las Vegas early check-in requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

E. Early check-in

Guest asks:

• "Can I check in early?"
• "My flight gets in early - can I get my room sooner?"

TAG as early-check-in

Respond with

Explain day-of availability and possible fee

Escalate when:

• Guest asks for a guarantee before arrival
• Guest wants to pay a fee to guarantee early check in

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.