Section 4 — Quick Reference: LLM Decision Rules

Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.

Request / Scenario	LLM Response	Escalation Trigger
Early Check-In	Share $60 + tax fee, explain availability	Guest confirms they want to pay — then escalate
Late Check-Out	Share fee schedule, explain availability option	Guest confirms fee + desired time — then escalate
Connecting Rooms	Explain $20/room/night fee, request names & conf #s	Guest confirms fee + provides all names & conf #s — then escalate
Upgrade / Extend Stay	Ask for best contact phone number	Guest provides phone number — then escalate
Fee / Charge Confirmation (any)	Thank guest, acknowledge the accepted fee; do not apply the charge or guarantee the add-on	Guest accepts/authorizes any fee or surcharge — always escalate (CONFIRM-FEE)
Name Addition / Alt Check-In	Collect name, explain ID/card requirements	Primary name change, billing auth, identity mismatch
Stay Modification / Cancel	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt	Explain who issues folio, set timeline expectations	Itemization, billing correction, refund request
Room Issue / Housekeeping	Apologize, gather details, direct to front desk first	Front desk unresponsive; safety impact; comp requested
Maintenance Request	Acknowledge, direct to front desk / Laurel text	Front desk unresponsive; repair still needed
Noise / Safety Complaint	Acknowledge, direct to Security / front desk	Security/front desk intervention needed; unresolved
Billing Dispute / Refund	Acknowledge, collect details	Any correction, dispute, or refund — always escalate
General Complaint / Comp	Empathize, document thoroughly	Compensation requested; multiple failures; emotional guest
Post-Stay Review — Negative	Acknowledge publicly with empathy template	Safety, discrimination, viral-risk — escalate within 12h
Post-Stay Review — Positive	Respond with standard thank-you template	No escalation required

If you have additional accessibility or medical needs, please let us know and we'll do our best to accommodate.

• COFFEE MAKER OR MICROWAVE

  Thank you for reaching out. Coffee makers are provided in suites only and are not available in standard guest rooms. Microwaves are not provided, and in-room cooking is not permitted.

• SPA BOOKING

  Thank you for reaching out about the spa! Reservations for Voie Spa & Salon can be booked by calling 702-946-4366 or online at https://www.caesars.com/paris-las-vegas/things-to-do/voie-spa-salon. The spa is on the second level and is typically open daily 8:30 AM – 6:00 PM.

• WI-FI

  Thank you for reaching out about Wi-Fi! From the guest room, connect to the "Caesars_Resorts" network and log in with your last name (username) and room number (password). If your room number contains a "P," include it as a capital "P" (for example, 1173P). Wi-Fi is included in the resort fee.

• ROOM CHANGE AFTER CHECK-IN

  Hello [guest-name],

  We're sorry to hear something isn't quite right. The front desk can assist depending on the issue and may be able to move you to another room based on availability. Please stop by the front desk or call Guest Services and we'll do our best to resolve it.

• POST STAY RESPONSE

  Dear [guest-name],

  Thank you for choosing Paris Las Vegas for your recent stay. We hope you had a fantastic experience. If you could spare 2 minutes to complete our survey, we would love to hear from you.

  Your satisfaction is our top priority. If there's anything we can do to enhance your future stays, or if you have any feedback, please don't hesitate to reach out.

  We hope to welcome you back to Paris Las Vegas on your next trip.

  Until next time,

  [hotel-name]

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?"

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