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 stay modification or cancellation requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

D. Stay modifications or cancellation

Guest asks:

• "Can I change my dates?"
• "Can I extend my stay?"
• "Can I shorten my stay?"
• "Can I change my room type?"
• "Can I combine two reservations?"
• "Cancel my stay"
• "Can I cancel for a refund"

TAG as stay-modification

Respond with

Acknowledge request, gather details (new dates, room type, confirmation numbers)

CSR can handle when:

• The rep is only explaining that modifications may depend on booking channel / policy
• The rep is directing the guest to the proper team / channel

Before escalating

Always tell guests that if they booked on a third party, they need to contact the third-party booking site customer service to modify, change, or cancel the stay.

Escalate when:

• The reservation cannot be modified by the third party
• Dates, room type, occupancy, or confirmation structure must be changed
• There is a third-party booking complication