Paris Las Vegas Resort & Casino

RAG Context: Escalation guideline for Paris Las Vegas Resort Casino guest messages where the guest's message contains a phone number — i.e. the guest supplies a phone number (their own cell / mobile, a callback number, an alternate contact, or someone else's) or asks to be called or texted at a number (e.g. "Please call me at (702) 555-0199."). The automated assistant operates on text-messaging and post-stay review channels and cannot place or receive phone calls or SMS; a guest sharing a personal phone number is requesting — explicitly or implicitly — direct human or voice contact, and is supplying personal contact information (PII) a person must handle. So every guest message that contains a phone number is ALWAYS escalated to a human Concierge to action. Maps to tag CUSTOMER-PHONE-NUMBER. Part of the master framework in paris-las-vegas-resort-casino-escalations.md; for a guest who instead asks for the property's number, see paris-las-vegas-resort-casino-property-details.md.

Customer-Supplied Phone Number

Guest asks / says:

• "Please call me at (702) 555-0199."
• "My cell is 702-555-0142 — call anytime."
• "Can someone reach me at +1 555 867 5309?"
• "Text me at 5550100123."
• "Here's my number: 555-0188, please follow up by phone."
• "Call my husband at 702.555.0177 to sort this out."

Disambiguation: This tag is for a guest who supplies / shares a phone number (or asks to be contacted at one). A guest asking for the property's phone number ("what's the front-desk / pool / spa number?") is a routine information request — answer from paris-las-vegas-resort-casino-property-details.md, do not tag here. Do not over-trigger on non-phone digit strings — reservation / confirmation numbers, Caesars Rewards numbers, room numbers, dates, and dollar amounts are not phone numbers. Apply both tags when a message both shares a number and raises another issue (billing, safety, complaint).

TAG as customer-phone-number

Respond with

Thank the guest and let them know a team member will follow up, then send a holding reply (e.g. "Thank you — I've passed your details to our team and someone will be in touch."). Do not state that a call or text has been placed, returned, or scheduled for a specific time; do not call or text the number; and do not echo the full phone number back in the reply — especially on a public review channel — treat it as private contact information.

Before escalating

This is ALWAYS escalated. Do not call or text the guest and do not promise a specific callback time. Capture the guest's exact wording, the phone number provided and whose number it is (guest / spouse / assistant), any preferred call or text window, the reason they want to be contacted, the inbound channel, and full reservation details — so the Concierge can make voice/SMS contact.

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

• That a call or text has been placed, returned, or scheduled
• That the team will call at a specific time
• That the matter will be resolved by phone
• That the guest's number has been saved to their reservation

Escalate when:

• Always. Any guest message that contains a phone number, or any request to be called or texted, is an immediate escalation so a human Concierge can make voice/SMS contact and handle the personal contact details — regardless of reason, tone, or topic. The LLM cannot place or receive calls or texts.
• If the phone number accompanies a sensitive issue (safety, billing dispute, complaint), escalate under both this tag and the relevant Section 2 General Escalation Rule.
• If the number is tied to a booking controlled by a 3rd-party channel (Expedia, Booking.com), still escalate and capture the booking channel.

Section 4 — Quick Reference: LLM Decision Rules

Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.

Request / Scenario	LLM Response	Escalation Trigger
Early Check-In	Share $60 + tax fee, explain availability	Guest confirms they want to pay — then escalate
Late Check-Out	Share fee schedule, explain availability option	Guest confirms fee + desired time — then escalate
Connecting Rooms	Explain $20/room/night fee, request names & conf #s	Guest confirms fee + provides all names & conf #s — then escalate
Upgrade / Extend Stay	Ask for best contact phone number	Guest provides phone number — then escalate
Fee / Charge Confirmation (any)	Thank guest, acknowledge the accepted fee; do not apply the charge or guarantee the add-on	Guest accepts/authorizes any fee or surcharge — always escalate (CONFIRM-FEE)
Name Addition / Alt Check-In	Collect name, explain ID/card requirements	Primary name change, billing auth, identity mismatch
Stay Modification / Cancel	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt	Explain who issues folio, set timeline expectations	Itemization, billing correction, refund request
Room Issue / Housekeeping	Apologize, gather details, direct to front desk first	Front desk unresponsive; safety impact; comp requested
Maintenance Request	Acknowledge, direct to front desk / Laurel text	Front desk unresponsive; repair still needed
Noise / Safety Complaint	Acknowledge, direct to Security / front desk	Security/front desk intervention needed; unresolved
Billing Dispute / Refund	Acknowledge, collect details	Any correction, dispute, or refund — always escalate
General Complaint / Comp	Empathize, document thoroughly	Compensation requested; multiple failures; emotional guest
Post-Stay Review — Negative	Acknowledge publicly with empathy template	Safety, discrimination, viral-risk — escalate within 12h
Post-Stay Review — Positive	Respond with standard thank-you template	No escalation required