RAG Context: Section 1 upsell escalation rules for Flamingo Las Vegas — guest-initiated upsell flows for Early Check-In Guarantee, Late Check-Out Guarantee, Connecting Rooms, and Room Upgrade / Stay Extension. For each: trigger phrases, the exact message to send the guest, and the escalation decision rule. Core rule: do NOT escalate simply because a guest asks; escalate only after confirmed guest intent to purchase/proceed, and send a holding reply first. Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 1 — Upsell Escalation Rules

Upsell inquiries are initiated by the guest. The LLM presents the offer and collects guest intent. Escalation to a human Concierge is triggered only when the guest explicitly confirms they want to proceed. Until that confirmation, the LLM continues the conversation independently.

Critical Rule: Do NOT escalate an upsell request simply because a guest asks about it. Only escalate after confirmed guest intent to purchase/proceed. Premature escalation creates unnecessary work for the Concierge team.

A — Early Check-In Guarantee

Trigger Phrases

• "Can I check in early?"
• "My flight arrives at 9 AM — can I get my room sooner?"
• "Is early check-in available / offered?"
• "What time can I get into my room if I arrive in the morning?"

Any questions about early check in

LLM Response — What to Send the Guest

"Early check-in is available for $60 + taxes starting at 11:00 AM on your arrival date. Please note this is based on a limited number of available slots, so we recommend confirming right away if you would like to guarantee it. Would you like us to set this up for you?"

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability, time, or fee, or is undecided / asking follow-ups.
• ESCALATE immediately when the guest confirms to proceed ("Yes, please set this up" / "I'll pay the fee"). Before escalating, send a holding reply: "Great, we're confirming your early check-in request now and will follow up shortly."

B — Late Check-Out Guarantee

Trigger Phrases

• "Can I check out late?"
• "What are the late checkout options / fees?"
• "Can I stay in my room until 2 PM?"
• "Is late checkout available?"

LLM Response — What to Send the Guest

"We'd be happy to arrange a guaranteed late check-out for you. Here are the available options:"

Checkout Time	Tue – Fri Departure	Sat – Mon Departure
12:00 PM	$20 + tax	$30 + tax
1:00 PM	$30 + tax	$40 + tax
2:00 PM	$40 + tax	$50 + tax
3:00 PM	$50 + tax	$60 + tax
4:00 PM	$60 + tax	$70 + tax

"To secure your preferred departure time in advance, just let us know which time works best and we'll get that arranged. If you'd prefer not to pay a fee, late checkout is also available based on availability by calling the front desk directly on the morning of departure."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability or fees or considering options.
• ESCALATE when the guest confirms BOTH (1) they agree to pay the fee AND (2) they specify the desired checkout time. Example: "Yes, I'd like 1 PM — Friday departure." Holding reply before escalating: "Perfect, we're confirming your 1:00 PM late check-out now and will follow up to confirm."

C — Connecting Rooms

Trigger Phrases

• "Can we have connecting rooms?"
• "Can our rooms be next to each other / on the same floor?"
• "We need rooms that connect — traveling as a family."

LLM Response — What to Send the Guest

"We can guarantee connecting rooms in advance for an additional fee of $25 per room, per night. To confirm this for your stay, please provide the name and confirmation number for each reservation you'd like connected and we'll get this set up for you."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking if connecting rooms are available or about the fee/process.
• ESCALATE when the guest confirms ALL of: (1) they agree to the $25/room/night fee, AND (2) they provide names and confirmation numbers for ALL rooms to be connected. Holding reply before escalating: "Thanks! We're coordinating your connecting room request now and will confirm once it's set up."

D — Room Upgrade or Stay Extension

Trigger Phrases

• "Can I get an upgrade?"
• "Is there a better room / renovated room available?"
• "Can I extend my stay by a night or two?"
• "Can I get a strip view / high floor / specific bed type?"
• "I booked Room Assigned Upon Arrival — can I guarantee a bed type?"

LLM Response — What to Send the Guest

"We'd be happy to look into upgrade and extension options for you. To have our hotel team reach out directly with availability and pricing, could you please share the best phone number to reach you?"

Note on Upgrade Information: Always set the expectation that upgrades are subject to availability. Do not confirm inventory or guarantee any specific room type. The human Concierge team handles all actual availability checks and pricing.

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about upgrade possibilities, cost, or process.
• ESCALATE when the guest provides their contact phone number. Example: "Sure — my number is 702-555-1234." Holding reply before escalating: "Perfect, thank you. We've shared your number with our hotel team and they will be in touch shortly to discuss options."

flamingo confirm-fee

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages where the guest confirms, accepts, authorizes, agrees to, or approves a fee or charge — as opposed to disputing one. Covers acceptance of a quoted surcharge or add-on cost: adjoining / connecting room fees, room upgrades, early check-in or late checkout fees, resort fees, parking, pet fees, rollaway bed or extra-guest charges, extra-night charges, and any "per room / per night" or "extra fee" the guest agrees to pay (e.g. "Yes, we'd like to confirm the adjoining rooms for the extra fee of $25 per room, per night."). The LLM cannot process payments, apply charges, or guarantee paid add-ons or availability, so every confirmation must be handed to a human to action. Maps to risk category FEE & CHARGE CONFIRMATION (tag CONFIRM-FEE) in the master Flamingo Risk Management Framework (flamingo-las-vegas-hotel-casino-escalations.md). All matches require immediate escalation. Do not confirm the charge is applied or the add-on secured — acknowledge and route to a human.

Confirmation of a Fee or Charge

Guest asks / says:

• "Yes, we'd like to confirm the adjoining rooms for the extra fee of $25 per room, per night."
• "Yes, please go ahead and add the [resort fee / early check-in / late checkout / upgrade] charge."
• "We accept the $X fee — please confirm."
• "Go ahead and charge me for the [rollaway bed / pet fee / parking / connecting rooms / extra guest]."
• "That's fine, please add it to my bill / room."
• "Confirmed — please proceed with the upgrade at the quoted price."
• "Yes, we agree to the additional cost / surcharge."
• "Please charge my card for the extra night."

Trigger keywords (non-exhaustive): yes please confirm, we'd like to confirm, go ahead and charge, charge me, charge my card, add it to my bill, add it to my room, accept the fee, agree to the charge, agree to the fee, approve the fee, okay to charge, that's fine charge, proceed with the upgrade, confirm the extra fee, extra fee, additional charge, additional cost, surcharge, add-on, per night, per room, willing to pay, sounds good charge me, confirm the [adjoining / connecting] rooms.

Disambiguation: This category is for a guest accepting / authorizing a new or quoted charge (a forward-looking action that must be executed by a human). If the guest is disputing, questioning, or asking to remove an existing charge, that is a billing dispute — see General Escalation Rules §K (Billing Issues & Charge Disputes). When a message both accepts a fee and disputes another, apply both tags.

TAG as confirm-fee

Respond with

Thank the guest for confirming and acknowledge the specific fee/charge they accepted. Never state that the charge has been applied, the payment processed, or the room / upgrade / add-on secured; do not quote, adjust, or negotiate the amount, or guarantee availability. Make clear that a team member will finalize the arrangement and apply the charge. The LLM is not authorized to process payments or confirm paid add-ons.

Before escalating

Do not apply, process, or confirm the charge, and do not guarantee the booking change. The LLM is authorized to acknowledge and thank only. Capture the guest's exact wording in the escalation record — the specific charge accepted, the amount, the unit (per room / per night / one-time), what it is for (adjoining / connecting rooms, upgrade, pet, parking, late checkout, extra guest, rollaway, extra night), and full reservation details — so the concierge can apply the charge and confirm the arrangement.

Escalate when:

• Always. Any guest message that accepts, authorizes, agrees to, or confirms a fee, surcharge, add-on, or paid request is an immediate escalation so a human can apply the charge and confirm the arrangement — regardless of amount, tone, or whether the guest asks for confirmation. The LLM has no authority to process payments, apply charges, or guarantee paid add-ons or availability.
• If the confirmed fee is tied to a booking change (room type, adjoining / connecting rooms, dates, occupancy) controlled by a 3rd-party channel (Expedia, Booking.com), still escalate and capture the booking channel so the team can route the change correctly.
• Tag the conversation: [CONFIRM-FEE] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

RAG Context: Standard response for any Flamingo Las Vegas guest message about late check-IN or a late arrival — "can I check in late?", "we're arriving late / after midnight", "what if we get there at 2am?", "is there late check-in?", "do you have 24-hour check-in?". The front desk is open 24 hours and guests may check in at any time; guests arriving past 1:00 AM should call the front desk (702-733-3111). Informational only — no escalation. This is late ARRIVAL, NOT late check-OUT — late check-out is a separate, fee-based topic in flamingo-las-vegas-hotel-casino-faq-hotel-policies.md. Consistent with the LATE ARRIVAL template in flamingo-las-vegas-hotel-casino-standardized-responses-pre-stay.md and the 24-hour front desk note in flamingo-las-vegas-hotel-casino-faq-hotel-policies.md.

Late Check-In / Late Arrival — Standard Response

Any guest message asking about checking in late, arriving late, or whether there is late / 24-hour check-in gets the standard response below. This is informational — do not escalate. (Late check-out is a separate, fee-based topic — do not confuse the two.)

Standard response — send for any late check-in / late arrival question: "Front Desk is open 24-hours and guests may check-in at any time. Please call the front desk if arriving past 1:00am."

Trigger Phrases

• "Can I check in late?" / "Is there late check-in?"
• "We're arriving late / after midnight / around 2 AM."
• "Do you have 24-hour check-in / a 24-hour front desk?"
• "What happens if we get in past 1:00 AM?"

Notes

• The Flamingo front desk is open 24 hours and guests may check in at any time. For arrivals past 1:00 AM, the front desk number is 702-733-3111.
• This covers late ARRIVAL only. Late check-out is fee-based — see flamingo-las-vegas-hotel-casino-faq-hotel-policies.md.
• Informational response — do not escalate.