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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
43256c82-04f7-4c04-98fc-8e19ef606840
Message ID
55d8dc17-773c-48d8-8f84-99dd8bea610d
Event ID
c4ae2d79-ea03-47e7-88d4-177a4570ecf1
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Guest message

Received · Jun 18, 2026, 1:30 p.m.

reservation-information-request

Please send my reservation code, thank you.

🏨

Property Response

Sent · Jun 18, 2026, 1:30 p.m.

reservation-information-availability

I'm happy to help you with your reservation. However, I don't have the ability to provide your reservation code directly. For security and privacy reasons, I recommend contacting Expedia customer service to obtain your reservation code. They will be able to assist you further. 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-name-addition-escalations.md" scoring 69% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM did not indicate escalation: The guest's request for the reservation code does not fall under any escalation conditions as it does not involve name additions, guest authorization issues, or third-party complications. The proposed reply correctly directs the guest to Expedia.
RAG Context Documents

  1. Source: 1

    Score · 68.59%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-name-addition-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas name additions / guest authorization. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    A. Name additions / guest authorization

    Guest asks:

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

    TAG as name-addition

    Respond with

    Collect name, explain check-in/card requirements, note request

    Escalate when:

    • The guest wants to change the primary guest
    • The guest wants a guarantee that another person can check in without the booker present
    • There is any billing authorization / third-party payment / identity mismatch

  2. Source: 2

    Score · 68.34%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-stay-modification-escalations.md

    Show source text

    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

  3. Source: 3

    Score · 67.67%

    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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