Section 1 — Upsell Escalation Rules

Upsell inquiries are initiated by the guest. The LLM presents the offer and collects guest intent. Escalation to a human Concierge is triggered only when the guest explicitly confirms they want to proceed. Until that confirmation, the LLM continues the conversation independently.

Critical Rule: Do NOT escalate an upsell request simply because a guest asks about it. Only escalate after confirmed guest intent to purchase/proceed. Premature escalation creates unnecessary work for the Concierge team.

A — Early Check-In Guarantee

Trigger Phrases

• "Can I check in early?"
• "My flight arrives at 9 AM — can I get my room sooner?"
• "Is early check-in available / offered?"
• "What time can I get into my room if I arrive in the morning?"

LLM Response — What to Send the Guest

"Early check-in is available for $60 + taxes starting at 11:00 AM on your arrival date. Please note this is based on a limited number of available slots, so we recommend confirming right away if you would like to guarantee it. Would you like us to set this up for you?"

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability, time, or fee, or is undecided / asking follow-ups.
• ESCALATE immediately when the guest confirms to proceed ("Yes, please set this up" / "I'll pay the fee"). Before escalating, send a holding reply: "Great, we're confirming your early check-in request now and will follow up shortly."

B — Late Check-Out Guarantee

Trigger Phrases

• "Can I check out late?"
• "What are the late checkout options / fees?"
• "Can I stay in my room until 2 PM?"
• "Is late checkout available?"

LLM Response — What to Send the Guest

"We'd be happy to arrange a guaranteed late check-out for you. Here are the available options:"

Checkout Time	Tue – Fri Departure	Sat – Mon Departure
12:00 PM	$20 + tax	$30 + tax
1:00 PM	$30 + tax	$40 + tax
2:00 PM	$40 + tax	$50 + tax
3:00 PM	$50 + tax	$60 + tax
4:00 PM	$60 + tax	$70 + tax

"To secure your preferred departure time in advance, just let us know which time works best and we'll get that arranged. If you'd prefer not to pay a fee, late checkout is also available based on availability by calling the front desk directly on the morning of departure."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability or fees or considering options.
• ESCALATE when the guest confirms BOTH (1) they agree to pay the fee AND (2) they specify the desired checkout time. Example: "Yes, I'd like 1 PM — Friday departure." Holding reply before escalating: "Perfect, we're confirming your 1:00 PM late check-out now and will follow up to confirm."

C — Connecting Rooms

Trigger Phrases

• "Can we have connecting rooms?"
• "Can our rooms be next to each other / on the same floor?"
• "We need rooms that connect — traveling as a family."

LLM Response — What to Send the Guest

C — Connecting Rooms

Trigger Phrases

• "Can we have connecting rooms?"
• "Can our rooms be next to each other / on the same floor?"
• "We need rooms that connect — traveling as a family."

LLM Response — What to Send the Guest

"We can guarantee connecting rooms in advance for an additional fee of $20 per room, per night. To confirm this for your stay, please provide the name and confirmation number for each reservation you'd like connected and we'll get this set up for you."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking if connecting rooms are available or about the fee/process.
• ESCALATE when the guest confirms ALL of: (1) they agree to the $20/room/night fee, AND (2) they provide names and confirmation numbers for ALL rooms to be connected. Holding reply before escalating: "Thanks! We're coordinating your connecting room request now and will confirm once it's set up."

D — Room Upgrade or Stay Extension

Trigger Phrases

• "Can I get an upgrade?"
• "Is there a better room / renovated room available?"
• "Can I extend my stay by a night or two?"
• "Can I get a strip view / high floor / specific bed type?"
• "I booked Room Assigned Upon Arrival — can I guarantee a bed type?"

LLM Response — What to Send the Guest

"We'd be happy to look into upgrade and extension options for you. To have our hotel team reach out directly with availability and pricing, could you please share the best phone number to reach you?"

Note on Upgrade Information: Always set the expectation that upgrades are subject to availability. Do not confirm inventory or guarantee any specific room type. The human Concierge team handles all actual availability checks and pricing.

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about upgrade possibilities, cost, or process.
• ESCALATE when the guest provides their contact phone number. Example: "Sure — my number is 702-555-1234." Holding reply before escalating: "Perfect, thank you. We've shared your number with our hotel team and they will be in touch shortly to discuss options."

RAG Context: Escalation guideline for Paris Las Vegas Resort Casino guest messages where the guest confirms, accepts, authorizes, agrees to, or approves a fee or charge — as opposed to disputing one. Covers acceptance of a quoted surcharge or add-on cost: connecting / adjoining room fees, room upgrades, early check-in or late check-out fees, resort fees, parking, pet fees, rollaway bed 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 a human Concierge to action. Maps to tag CONFIRM-FEE; this is the catch-all backing the Section 1 upsell rules in paris-las-vegas-resort-casino-upsell-escalations.md. Part of the master framework in paris-las-vegas-resort-casino-escalations.md.

Confirmation of a Fee or Charge

Guest asks / says:

• "Yes, we'd like to confirm the adjoining rooms for the extra fee of $20 per room, per night."
• "Yes, please go ahead and add the [resort fee / early check-in / late check-out / upgrade] charge."
• "We accept the $X fee — please confirm."
• "Go ahead and charge me for the [rollaway bed / pet fee / parking / connecting rooms / extra guest]."
• "That's fine, please add it to my bill / room."
• "Confirmed — please proceed with the upgrade at the quoted price."
• "Yes, we agree to the additional cost / surcharge."
• "Please charge my card for the extra night."

Disambiguation: This tag is for a guest accepting / authorizing a new or quoted charge (a forward-looking action a human must execute). A guest disputing, questioning, or asking to remove an existing charge is a billing issue — see Section 2 General Escalation Rules (Billing). Apply both tags when a message does both.

TAG as confirm-fee

Respond with

Thank the guest and acknowledge the specific fee/charge they accepted, then send a holding reply that a team member is arranging it (e.g. "Thank you for confirming! We're arranging this now and will follow up to confirm."). Do not state the charge has been applied or the room / upgrade / add-on is secured, and do not quote, adjust, or negotiate the amount.

Before escalating

This is ALWAYS escalated. Do not apply, process, or confirm the charge, and do not guarantee the booking change. Capture the guest's exact wording — the specific charge accepted, the amount, the unit (per room / per night / one-time), what it is for (connecting / adjoining rooms, upgrade, pet, parking, late check-out, extra guest, rollaway, extra night), and full reservation details — so the Concierge can apply the charge and confirm the arrangement.

Do not claim (unless actually verified and a real escalation has been created and routed)

• That the charge has been applied, processed, or posted to the folio
• 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:

• Always. Any guest message that accepts, authorizes, agrees to, or confirms a fee, surcharge, add-on, or paid request is an immediate escalation so a human Concierge can apply the charge and confirm the arrangement — regardless of amount, tone, or whether the guest asks for confirmation. The LLM has no authority to process payments, apply charges, or guarantee paid add-ons or availability.
• If the confirmed fee is tied to a booking change controlled by a 3rd-party channel (Expedia, Booking.com), still escalate and capture the booking channel.
• This rule backstops the Section 1 upsell flows (Early Check-In, Late Check-Out, Connecting Rooms, Upgrade) — when a guest confirms any of those fees, escalate here.