Masquerade Tower

RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

C. Upgrades / better room / guaranteed view

Guest asks:

• "Can I get an upgrade?"
• "Any chance of a better room?"
• "Can I get a renovated room?"
• "Can I guarantee my bed type"
• "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
• "Can I get a guaranteed strip view?"

TAG as upgrade-request

Respond with

Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

Before escalating

Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

Escalate when:

• The guest wants an actual inventory confirmation
• The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
• The guest disputes upgrade price
• The guest wants to pay for an upgrade ahead of arrival

RAG Context: Escalation guideline for Rio Las Vegas name additions / guest authorization. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

A. Name additions / guest authorization

Guest asks:

• "Can you add a name to the reservation?"
• "Can someone else check-in before me"
• "Can I change the name on my stay"

TAG as name-addition

Respond with

Collect name, explain check-in/card requirements, note request

Escalate when:

• The guest wants to change the primary guest
• The guest wants a guarantee that another person can check in without the booker present
• There is any billing authorization / third-party payment / identity mismatch

RAG Context: Escalation guideline for Rio Las Vegas room issues / housekeeping quality and condition requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

H. Room issues / Housekeeping (quality / condition)

Guest asks:

• "My room is dirty."
• "The AC/heater isn't working."
• "There's a bad smell in the room."
• "Something is broken (TV, shower, lights)."
• "This isn't the room I booked."
• "The room is too noisy."
• "There are bugs / this room is unacceptable."
• "Can someone clean my room?"
• "We need more towels / linens."
• "Can you restock amenities?"
• "We need extra pillows / blankets."

TAG as room-issue

Respond with

Apologize, gather details, reassure guest; for housekeeping requests (cleaning, towels, amenities), clarify request details

Before escalating

Ask guests to contact Rio Rita at (702) 777-7777 for housekeeping, maintenance, or broken in-room issues.

Must escalate when:

• The guest has already called Rio Rita or the front desk and no one answered / no one came to fix the issue
• The issue impacts stay quality or safety
• The guest requests a room move
• The guest requests a repair
• The guest requests compensation