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Expedia · Message

Rio Hotel & Casino, a Destination by Hyatt Hotel

Autorag source
rio-las-vegas-hotel-casino
Thread ID
e6b84161-89de-4020-84b8-c4e177033090
Message ID
304a723c-995b-49ca-aa35-085fccb84e4b
Event ID
3986c91a-3305-43e0-a90f-b0cab1c5372a
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Guest message

Received · Jun 9, 2026, 6:35 p.m.

stay-modification

wed June 24-28th

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Property Response

Sent · Jun 9, 2026, 6:35 p.m.

stay-modification-policy

Thank you for reaching out to us about changing your reservation dates. Since you booked through Expedia, please contact Expedia's customer service to initiate any changes to your reservation, including date changes to June 24-28th. They will be able to assist you with your request and provide more information on their policies and procedures. Text Rio Rita at (702) 777-7777 for more information.

Escalation Information
Possible escalation
Yes
Actual escalation
No
Possible escalation reason
RAG retrieval returned escalation file "rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-invoice-request-escalations.md" scoring 48% (at or above the 45% escalation threshold).
Actual escalation reason
RAG retrieval indicated escalation, but the guest message tag "stay-modification" is configured as a no-escalation tag for this property.
RAG Context Documents

  1. Source: 1

    Score · 47.60%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-invoice-request-escalations.md

    Show source text

    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

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