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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
7793f08d-dcad-4db4-9f64-72a80327257e
Message ID
79fabd7f-8b65-4047-bd95-8f1a0b8ebdd3
Event ID
c014d3ca-1c5b-477d-8c98-5ba9b24dea2b
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Guest message

Received · Jun 11, 2026, 7:45 a.m.

deposit-refund Escalated

When will I get my deposit back

🏨

Property Response

Sent · Jun 11, 2026, 7:46 a.m.

deposit-refund-policy

Thank you for reaching out about your deposit refund. I've forwarded your request to our team, and we'll be in touch with more information about the refund process. We appreciate your patience and will do our best to assist you as soon as possible.

Escalation Information
Possible escalation
Yes
Actual escalation
Yes
Possible escalation reason
RAG retrieval returned escalation file "rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-invoice-request-escalations.md" scoring 50% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM indicated escalation: The guest is inquiring about their refund, which triggers the escalation rule for invoice / folio / receipt requests.
RAG Context Documents

  1. Source: 1

    Score · 50.50%

    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

Escalation decision review

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