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Expedia · Message

Rio Hotel & Casino, a Destination by Hyatt Hotel

Autorag source
rio-las-vegas-hotel-casino
Thread ID
1a6420fb-6279-41ff-b4c4-24df0a01f2d3
Message ID
66e799b3-80c7-4fad-86db-f9126eefeb4c
Event ID
9cfab097-1b86-4d2f-be5f-64f1197cc268
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Guest message

Received · Jun 3, 2026, 3:11 a.m.

name-addition

2 guests total checking in. Second individual is Mikolaj Koziol.

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Property Response

Sent · Jun 3, 2026, 3:11 a.m.

name-addition-policy

Thank you for letting us know that Mikolaj Koziol will be checking in with you. To add their name to the reservation, we will need to verify their identity and ensure they meet our check-in requirements. Please note that the primary guest on the reservation must be present at check-in and provide a valid credit card for incidentals. We will make a note of your request and our team will follow up with you to confirm the details. Call Rio Rita at (702) 777-7777 for more information.

Escalation Information
Possible escalation
Yes
Actual escalation
No
Possible escalation reason
The guest is requesting to add a name to the reservation, which may require verification of the individual's identity and authorization to check-in.
Actual escalation reason
Escalation judge LLM did not indicate escalation: The proposed reply appropriately handles the name addition request by explaining check-in requirements and collecting necessary information, without triggering any escalation conditions.
RAG Context Documents

  1. Source: 1

    Score · 56.38%

    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 · 45.74%

    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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