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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
7c160aab-a0f0-40d1-9eb3-43e4e297c4cd
Message ID
58383d2c-13ad-4766-a56a-161fc8412aae
Event ID
b607acbe-c72a-4bd4-892f-4f95fea53828
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Guest message

Received · Jun 9, 2026, 5:26 p.m.

reservation-fee-clarification

Wasn’t the result fees in my booking?..

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Property Response

Sent · Jun 9, 2026, 5:26 p.m.

reservation-fee-policy

I'd be happy to help clarify the fees associated with your booking. The resort fee of $56.69 per night was included in the booking details. If you have any further questions or concerns, please don't hesitate to reach out to us directly. You can also contact Expedia customer service for any modifications or questions about your reservation. 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 62% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM did not indicate escalation: The guest is asking about fees, not requesting an invoice or itemization. The proposed reply correctly explains the fee and directs them to Expedia, so no escalation is needed.
RAG Context Documents

  1. Source: 1

    Score · 61.90%

    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

  2. Source: 2

    Score · 57.72%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-upgrade-request-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

    C. Upgrades / better room / guaranteed view

    Guest asks:

    • "Can I get an upgrade?"
    • "Any chance of a better room?"
    • "Can I get a renovated room?"
    • "Can I guarantee my bed type"
    • "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
    • "Can I get a guaranteed strip view?"

    TAG as upgrade-request

    Respond with

    Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

    Before escalating

    Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

    Escalate when:

    • The guest wants an actual inventory confirmation
    • The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
    • The guest disputes upgrade price
    • The guest wants to pay for an upgrade ahead of arrival

  3. Source: 3

    Score · 54.86%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-late-checkout-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas late checkout requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    F. Late checkout

    Guest asks:

    • "Can I check out late?"
    • "What is the late checkout fee?"

    TAG as late-checkout

    Respond with

    Explain morning-of-departure availability and possible fee

    Escalate when:

    • Guest asks for a guarantee before arrival or during stay
    • Guest wants to pay a fee to guarantee late checkout

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