Masquerade Tower

RAG Context: Handling Rio Las Vegas reservations booked through Expedia and other third-party/OTA sites — when a reservation is already confirmed in the booked room type, do not bounce the guest to Expedia Customer Service ("Your reservation is confirmed in the room type you originally booked"); for room-type changes or upgrades, direct the guest to Rio Rita at (702) 777-7777; Expedia self check-in and kiosks may not work, so proactively set expectations and direct guests to the front desk without blaming Expedia. Refunds, cancellations, and date changes on third-party bookings are still handled by the booking provider.

Expedia & Third-Party (OTA) Reservation Guidance for Rio Las Vegas

Reservation already confirmed in the booked room type

If the guest is already confirmed in the room type they booked through Expedia, do not direct them to Expedia Customer Service.

Preferred language:

"Your reservation is confirmed in the room type you originally booked."

Do not say "Please contact Expedia to confirm your reservation" when the reservation is already confirmed.

Guest wants to change room categories or upgrade

If the guest wishes to change room categories or explore an upgrade, direct them to the property team rather than the OTA.

Preferred language:

"If you would like to explore alternative room types or upgrades, please contact Rio Rita at (702) 777-7777 and the team can assist with available options."

Expedia self check-in limitations

For Expedia reservations where self check-in may not function properly, proactively explain the limitation, set expectations early, and direct the guest to the front desk. Be empathetic and avoid blaming Expedia.

Preferred language:

"We apologize for the inconvenience. Because your reservation was booked through Expedia, self check-in may not be available for this reservation. Please visit the front desk upon arrival and a team member will be happy to assist you with the check-in process."

Refunds, cancellations, and date changes on third-party bookings

Refunds, cancellations, and date changes on a third-party booking are handled by the booking provider. Direct the guest to contact Expedia (or whichever OTA they booked through) for those requests, subject to the rate's cancellation policy and current availability. This is separate from confirming an already-booked room type, where the guest should not be bounced back to Expedia.

RAG Context: Pre-stay standardized response templates for Rio Las Vegas guest communications — covers booking confirmation (with check-in time, deposit, resort fee, parking, pets summary), check-in instructions, early check-in requests, late arrival notifications, stay modification or cancellation guidance, adding names to reservations, and deposit policy explanation.

Pre-Stay Standardized Responses for Rio Las Vegas:

• THANK YOU FOR BOOKING

  Dear [guest-name],

  Thank you again for booking with us! We can't wait to welcome you to Rio Las Vegas in a few short days. Here's a quick reminder of what to expect during your stay:

  • Check-in: 3:00 PM at kiosks or the front desk (must be 21+)

  • Deposit: $100 per day (held on your credit or debit card; cash not accepted)

  • Resort Fee: $56.69 per night, covering Wi-Fi, fitness center, *show discounts, drink specials, and more

  • Parking: Complimentary self-parking and valet

  • Pets: Welcome for $100 per night (service animals exempt)

  *Please note: Construction may be taking place during your stay, but don't worry—it won't impact your overall experience.

  For any special requests, feel free to contact us at +1-702-777-7777. You'll also receive an email about your booking—please consider leaving us a 5-star review!

  We look forward to making your stay unforgettable!

  Best regards,

  [hotel-name]

• CHECK IN INSTRUCTIONS

  Dear [guest-name],

  We wanted to take a moment to sincerely thank you for choosing Rio Las Vegas for your upcoming stay. We look forward to welcoming you later today. Please note, check-in time is 4pm local time. We have two easy check-in options for our guests. The first is through our front desk, or check in with our easy-to-use kiosks, conveniently located at the front desk.

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

  We hope you enjoy your stay at Rio Las Vegas.

  Thank you,

  [hotel-name]

• EARLY CHECK IN

  Dear [guest-name],

  Thank you for reaching out and for choosing Rio Las Vegas for your stay! We appreciate your request for early check-in.

  At this time, early check-in is subject to availability on the day of your arrival. While we cannot guarantee it in advance, we'll do our best to accommodate your request. Please check with the front desk upon your arrival, or directly at the kiosk, and either the team or the kiosk will be able to assist you based on room availability.

  If early check-in is available, additional fees may apply, which can be confirmed by our team when you inquire.

  Thank you again for choosing Rio Las Vegas. We look forward to making your stay as comfortable and enjoyable as possible. Should you need anything else, please don't hesitate to reach out as it is our goal to provide you with 5* service.

• LATE ARRIVAL

  Hello [guest-name],

  Thank you for reaching out and letting us know about your late arrival. If you are arriving past midnight, please call Rio Rita and let us know at 702-777-7777.

• Modify Stay or Cancel Stay or Change Stay (Change dates)

  As you have booked this stay through {THIRD PARTY NAME}, please contact {THIRD PARTY NAME} support team directly and they can make those changes! We are unable to make changes to your stay as you have booked through this third party site. Please note it is subject to current availability and the cancellation policy for your current reservation.

• GUESTS NEEDING TO ADD ANOTHER NAME

  Thank you for reaching out regarding your upcoming stay at the Rio Las Vegas. To ensure a smooth check-in process, please note the following:

  - Guests must be 21 years of age or older to check in.

  - We will need the full name of the guest being added to the reservation.

  - A valid credit or debit card will be required upon arrival for the resort fee and incidentals (cash not accepted). While charges can be transferred to a different card, having a card on file is necessary to complete the check-in process.

  Should you need any further assistance or wish to provide the required details in advance, please don't hesitate to contact us directly. We're here to help make the experience seamless and enjoyable.

  We look forward to welcoming you to the Rio Las Vegas!

• DEPOSIT

  Thank you for reaching out! I'm happy to clarify the $100 deposit for you.

  The $100 deposit is required per accommodation, per day, and is held as a security deposit for any incidental charges, such as room service, damages, or other services you may use during your stay. It is fully refundable upon check-out, provided there are no outstanding charges or damages to the room. Deposit refunds typically process within 7-10 business days and may take up to 30 days depending on your bank's processing times. Both credit and debit cards are accepted for the deposit; cash is not accepted.

  This deposit is not an additional charge but a temporary hold on your account, which will be released after your departure, assuming no issues arise.

  If you have any further questions or need more information, please feel free to ask. We look forward to welcoming you to Rio Las Vegas!

RAG Context: Escalation guideline for Rio Las Vegas billing issues, deposit returns, refunds, and charge disputes (in-house or post-stay). Includes guest asks, TAG classification, the approved guest-facing response (deposit and billing inquiries require property-team review — direct the guest to Rio Rita at (702) 777-7777), prohibited claims (do not say an investigation has started, finance was notified, an escalation occurred, or resolution is in progress unless actually verified), and escalation triggers.

L. Billing issues (in-house or post-stay complaints)

Guest asks:

• "I was charged incorrectly."
• "There are charges I don't recognize."
• "Can you remove this fee?"
• "I want a refund."
• "When will my deposit be returned?"
• "Where is my deposit refund?"

TAG as billing-issue

Respond with

Acknowledge the concern and gather info. Financial disputes, refunds, deposit returns, billing concerns, and charge inquiries require human review by the property team.

Before escalating

Use the approved response: "I understand your concern regarding your deposit. Deposit returns and billing inquiries require review by the property team. Please contact Rio Rita at (702) 777-7777 and a team member will be happy to assist."

Do not claim (unless actually verified and a real escalation has been created and routed)

• That an investigation has started
• That an escalation has occurred or "I am escalating this"
• That finance has been notified or "Our finance team is reviewing this"
• That resolution is in progress, "Someone will contact you," or "A manager will reach out"

Escalate when:

• Any billing correction, dispute, deposit return, or refund is requested