Masquerade Tower

RAG Context: Escalation guideline for Rio Las Vegas stay modification or cancellation requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

D. Stay modifications or cancellation

Guest asks:

• "Can I change my dates?"
• "Can I extend my stay?"
• "Can I shorten my stay?"
• "Can I change my room type?"
• "Can I combine two reservations?"
• "Cancel my stay"
• "Can I cancel for a refund"

TAG as stay-modification

Respond with

Acknowledge request, gather details (new dates, room type, confirmation numbers)

CSR can handle when:

• The rep is only explaining that modifications may depend on booking channel / policy
• The rep is directing the guest to the proper team / channel

Before escalating

Always tell guests that if they booked on a third party, they need to contact the third-party booking site customer service to modify, change, or cancel the stay.

Escalate when:

• The reservation cannot be modified by the third party
• Dates, room type, occupancy, or confirmation structure must be changed
• There is a third-party booking complication

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

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

J. Room change requests (due to issues)

Guest asks:

• "Can I switch rooms?"
• "This room isn't acceptable."
• "Room is dirty"
• "Things in the room are broken"
• "We need a different room."

TAG as room-change-request

Respond with

Understand reason, gather details

Before escalating

Ask guests to contact Rio Rita at (702) 777-7777 or the front desk for room issues requiring assistance.

Escalate when:

• Room move is requested due to dirty / broken / wrong room type given / wrong bedding
• The guest has already called Rio Rita or spoken to the front desk and no one answered / no one came to fix the issue