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 that mentions the Caesars Rewards app, the "Caesars App", or an app problem — e.g. "the app isn't working", "I can't log in / sign in", "my reservation isn't showing in the app", "my confirmation number won't connect", or linking a booking to a Caesars Rewards account. Because this concierge serves guests who booked through third-party sites (Expedia, Booking.com, etc.), a third-party confirmation number will not automatically connect in the Caesars Rewards app. Return the standard response below: the Front Desk links the reservation to the guest's Caesars Rewards account at check-in, and stays booked through a third party do not earn Caesars Rewards points. Informational only — no escalation. Consistent with flamingo-las-vegas-hotel-casino-faq-casino-and-rewards.md, flamingo-las-vegas-hotel-casino-faq-services-and-amenities.md, and flamingo-las-vegas-hotel-casino-faq-hotel-policies.md.

Caesars Rewards App — Standard Response

Any guest message that mentions the Caesars Rewards app, the "Caesars App", or an app problem (can't log in, reservation or confirmation number not showing, app not connecting) gets the standard response below. This is informational — do not escalate.

Standard response — send for any app issue / Caesars App mention: "Since you booked through [shopping-site], your confirmation number won't automatically connect in the Caesars Rewards app. Our Front Desk team will be happy to link your reservation to your Caesars Rewards account when you check in. Please note that stays booked through a third party do not qualify for Caesars Rewards points however."

Trigger Phrases

• "The Caesars app isn't working." / "I can't log in to the app."
• "My reservation isn't showing in the Caesars Rewards app."
• "My confirmation number won't connect in the app."
• "How do I link my booking to my Caesars Rewards account?"
• Any other mention of the Caesars App / Caesars Rewards app.

Notes

• [shopping-site] is the guest's booking channel (e.g., Expedia, Booking.com) — fill it from the reservation.
• The Caesars Rewards app does not recognize third-party confirmation numbers; the Front Desk links the reservation to the guest's Caesars Rewards account at check-in. Third-party guests can still check in online via the web link emailed on arrival day.
• Stays booked through a third party do not earn Caesars Rewards points or benefits.
• Informational response — do not escalate.

flamingo customer-phone-number

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages where the guest's message contains a phone number — i.e. the guest supplies a phone number (their own cell / mobile, a callback number, an alternate contact, or someone else's) or asks to be called or texted at a number (e.g. "Please call me at (702) 555-0199."). The Flamingo automated assistant operates on text-messaging and post-stay review channels and cannot place or receive phone calls or SMS; a guest sharing a personal phone number is requesting — explicitly or implicitly — direct human or voice contact, and is supplying personal contact information (PII) that a person must handle. Every guest message that contains a phone number is therefore an immediate, always-on escalation to a human Concierge. Maps to risk category CUSTOMER PHONE NUMBER (tag CUSTOMER-PHONE-NUMBER) in the master Flamingo Risk Management Framework (flamingo-las-vegas-hotel-casino-escalations.md). All matches require immediate escalation. Do not call or text the number, and do not repeat the full number back in a public reply — acknowledge and route to a human.

Customer-Supplied Phone Number

Guest asks / says:

• "Please call me at (702) 555-0199."
• "My cell is 702-555-0142 — call anytime."
• "Can someone reach me at +1 555 867 5309?"
• "Text me at 5550100123."
• "Here's my number: 555-0188, please follow up by phone."
• "Call my husband at 702.555.0177 to sort this out."
• "I'd rather talk — my number's 555 0150."

Trigger keywords (non-exhaustive): call me at, reach me at, text me at, my number is, my cell is, my mobile is, here's my number, you can reach me on, call my [husband / wife / assistant] at, call me back, give me a call — plus any digit sequence formatted as a phone number in the guest's message: (NPA) NXX-XXXX, NPA-NXX-XXXX, NPA.NXX.XXXX, 7-digit NXX-XXXX, international +CC … / +1 NPA NXX XXXX, or a bare 10-/11-digit run.

Disambiguation: This category fires when the guest supplies or shares a phone number (or asks to be contacted at one). A guest asking for the property's phone number ("what's the front-desk / pool / spa number?") is a routine information request — answer from flamingo-las-vegas-hotel-casino-property-details.md, do not tag here. Do not over-trigger on non-phone digit strings: reservation / confirmation numbers, Caesars Rewards numbers, room numbers, dates, and dollar amounts are not phone numbers. Tag only when the digits are presented as a phone / contact number or paired with a call/text request. When a message both shares a number and raises another issue (billing, safety, complaint), apply both tags.

TAG as customer-phone-number

Respond with

Thank the guest and let them know a team member will follow up. Send a holding reply only (e.g. "Thank you — I've passed your details to our team and someone will be in touch."). Never state that a call or text has been placed, returned, or scheduled for a specific time; do not call or text the number yourself; and do not echo or repeat the full phone number back in the reply — especially on a public review channel — treat it as private contact information.

Before escalating

Do not call or text the guest and do not promise a specific callback time. The LLM is authorized to acknowledge only. Capture in the escalation record: the guest's exact wording, the phone number provided and whose number it is (guest / spouse / assistant), any preferred call or text window, the reason they want to be contacted, the inbound channel, and full reservation details — so the Concierge can make voice/SMS contact.

Escalate when:

• Always. Any guest message that contains a phone number, or any request to be called or texted, is an immediate escalation so a human can make voice/SMS contact and handle the personal contact details — regardless of the reason, tone, or topic. The LLM has no ability to place or receive calls or texts.
• If the phone number accompanies a sensitive issue (safety, injury, theft, health, harassment, legal, billing dispute), escalate under both this tag and the relevant risk-category guide, and flag the higher-severity tier.
• Tag the conversation: [CUSTOMER-PHONE-NUMBER] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.