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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
09af17d3-9a82-47c2-8c6e-794bcae605d3
Message ID
4fe021ba-67b6-4614-98fd-988e40085d9c
Event ID
a3f34136-ba7c-4c8f-9b67-ad53b2b8595e
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Guest message

Received · Jun 11, 2026, 8:51 p.m.

payment-issue

Once the $300 security hold is removed from my credit card. Thank you.

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Property Response

Sent · Jun 11, 2026, 8:51 p.m.

payment-resolution

Thank you for reaching out, Adam. We appreciate your patience and understanding. The $300 security hold should be removed from your credit card within a few business days after your check-out. If you have any further questions or concerns, please don't hesitate to contact us and we'll be happy to assist you. 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 50% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM did not indicate escalation: The guest's inquiry about the security hold removal is addressed by the proposed reply, which explains the process and offers further assistance if needed. No escalation is required as the reply sufficiently handles the situation.
RAG Context Documents

  1. Source: 1

    Score · 50.32%

    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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