RAG Context: Section 2 general escalation rules for Flamingo Las Vegas routine guest-service requests — Name Additions & Guest Authorization, Stay Modifications & Cancellations, Invoice/Folio/Receipt Requests, Room Issues & Housekeeping, Maintenance Requests, Noise/Neighbor/Safety Complaints, Billing Issues & Charge Disputes, and General Complaints & Compensation Requests. For each: trigger phrases and a clear split between what the LLM responds to directly versus what it escalates to a human Concierge. Safety, medical, injury, theft, and billing-dispute messages always escalate. The on-site Security Team is available 24/7 at 702-733-3523. Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 2 — General Escalation Rules

These rules apply to routine guest-service requests that arrive via message. The LLM should acknowledge professionally, provide any information it can, and escalate when the situation requires human action or decision-making.

E — Name Additions & Guest Authorization

Trigger Phrases

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

flamingo conduct-harassment

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving sexual harassment by staff or another guest, discriminatory treatment (race, gender, disability, religion, etc.), verbal abuse or threatening behavior from staff, profiling/surveillance/targeting, hostile guest-to-guest interactions, complaints about use of force by security personnel, or ADA accommodations denied or mishandled. Maps to risk category HARASSMENT & CONDUCT (tag CONDUCT-HR) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. The LLM must not investigate, validate, or dismiss the claim.

E. Harassment & conduct

Guest asks / says:

• "I was sexually harassed by a staff member or another guest."
• "I experienced discrimination based on race / gender / disability / religion / orientation."
• "A staff member was verbally abusive / threatening to me."
• "I felt profiled / surveilled / targeted on the property."
• "There was a hostile or aggressive interaction with another guest."
• "I have a complaint about use of force by security personnel."
• "My ADA accommodation was denied or mishandled."

Trigger keywords (non-exhaustive): harassed, sexual harassment, touched me, inappropriate, discriminated, racist, sexist, bias, profiled, staff was aggressive, threatening, yelled at me, abusive, felt unsafe, threatened, intimidated, followed, ADA, disability, accessibility, wheelchair, accommodation denied.

TAG as conduct-harassment

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Do not investigate, validate, dismiss, name staff or other guests, describe internal HR or security protocols, or hint at compensation. Avoid any language that could read as taking sides.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording in the escalation record — wording matters in HR and conduct matters. The concierge will route to property leadership and HR as appropriate.

Escalate when:

• Always. Any mention of sexual harassment, discrimination, verbal abuse, profiling, threatening behavior, security use-of-force, or ADA accommodation failure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [CONDUCT-HR] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

Section 2 — General Escalation Rules

These rules apply to routine guest-service requests that arrive via message. The LLM should acknowledge professionally, provide any information it can, and escalate when the situation requires human action or decision-making.

E — Name Additions & Guest Authorization

Trigger Phrases

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

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Collect the additional guest's name. Explain that a valid government-issued photo ID and the card used to book are required at check-in. Note the request with full reservation details.	Guest wants to change the PRIMARY guest name. Guest wants a guarantee that another person can check in without the booker present. Any billing authorization, third-party payment, or identity mismatch.

F — Stay Modifications & Cancellations

Trigger Phrases

• "Can I change my dates?"
• "Can I extend / shorten my stay?"
• "I want to cancel — can I get a refund?"
• "Can I combine two reservations?"
• "Can I change my room type?"

Before escalating — always tell the guest: If the reservation was made through a 3rd-party booking channel (Expedia, Booking.com), the guest must contact that platform's customer service directly to modify or cancel. The LLM cannot make these changes.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Explain the modification policy based on booking channel (the guest must contact the third party to modify). Direct guest to the appropriate channel (Expedia, Booking.com, or Caesars direct).	3rd-party booking cannot process the modification. Dates, room type, occupancy, or confirmation structure must change and the channel cannot assist. Complex booking complications requiring hotel intervention.

G — Invoice / Folio / Receipt Requests

Trigger Phrases

• "Can you send me my invoice / receipt?"
• "I need an itemized folio."
• "I haven't received my incidentals deposit back."
• "I was overcharged / there's a charge I don't recognize."

Useful information to provide before escalating: Folios are emailed automatically after checkout. Debit card holds may take 7–10 business days to release. For any billing changes or disputes, the front office team must be involved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Explain that folios are emailed after checkout. Note that debit card holds take 7–10 business days to release. Route guest to the appropriate team and set timeline expectations.	Guest needs an itemized folio delivered. Guest disputes a charge or requests a correction. Guest requests a refund. Business invoice format required. Incidentals hold not released after the expected timeframe.

H — Room Issues & Housekeeping

Trigger Phrases

• "My room is dirty / has a bad smell."
• "The AC / heater / TV / lights aren't working."
• "There's something broken in my room."
• "We need more towels, linens, pillows, or amenities."
• "There are bugs / the room is unacceptable."

Always direct to front desk first: Ask the guest to contact the front desk directly — by calling Guest Services or using the Laurel in-room text feature — before escalating. Escalate only if the front desk was already contacted and the issue remains unresolved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Apologize sincerely and acknowledge the inconvenience. Gather full details of the issue. Direct guest to front desk or Laurel in-room text service. Reassure the guest that the team will assist.	Front desk already contacted and issue is unresolved. Issue impacts guest safety or health. Guest requests a room move, repair, or compensation. Guest is in-stay with an urgent problem needing immediate attention.

I — Maintenance Requests

Trigger Phrases

• "Can someone fix the AC / heater?"
• "The sink / shower / toilet isn't working."
• "The safe / TV / WiFi isn't working."
• "There's a maintenance issue in my room."

Always direct to front desk first: Guests should call Guest Services or use Laurel in-room texting for immediate Engineer dispatch. Escalate only if the front desk was unresponsive or the issue persists.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the issue and express regret. Direct guest to front desk (call) or Laurel text to request Engineer dispatch. Collect issue details for documentation.	Repair is needed and front desk has not responded. Guest already contacted front desk and issue remains unresolved. Issue is impacting guest safety.

J — Noise, Neighbor & Safety Complaints

Trigger Phrases

• "The room next door is too loud / there's a party."
• "I don't feel safe."
• "There's suspicious activity on my floor."
• "I had an accident / there was an incident in my room."

Security Team — available 24/7: Guests with immediate safety concerns should be directed to Security at 702-733-3523. All safety, medical, and injury incidents must also be escalated to the hotel team regardless of whether the guest has already contacted Security.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the seriousness of the concern immediately. Direct guest to the front desk or Security (702-733-3523) for immediate help. Express empathy and reassure the guest.	Any safety, medical, or injury incident — always escalate. Noise/security issue where front desk intervention is needed. Front desk or Security unreachable or issue unresolved. Any message mentioning injury, theft, or property damage.

K — Billing Issues & Charge Disputes

Trigger Phrases

• "I was charged incorrectly / I don't recognize this charge."
• "Can you remove this fee?"
• "I want a refund."
• "My deposit hasn't been returned."

Rule — always escalate billing disputes: The LLM does not have authority to adjust charges, issue refunds, or confirm billing corrections. Any billing-related complaint must be escalated to the hotel team.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the concern professionally. Gather relevant billing details and document them. Remind the guest that debit holds take 7–10 business days to release.	Any billing correction, dispute, or refund — always escalate. Unrecognized charges or request to remove a fee. Incidentals deposit not returned within the expected timeframe.

L — General Complaints & Compensation Requests

Trigger Phrases

• "This stay has been terrible."
• "I'm unhappy with the service."
• "No one is helping me."
• "I want compensation / points / a refund for this experience."

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Empathize sincerely with the guest's experience. Apologize without assigning fault or making promises. Document the issue thoroughly.	Compensation of any kind is requested. Multiple service failures are described. Guest is emotionally escalating or expressing distress. Guest threatens to leave a public review about the issue.

Required Fields in Every Escalation Email