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.

RAG Context: Room request standardized response templates for Flamingo Las Vegas — atomic templates for quiet room requests, rooms close together, guaranteed connecting rooms ($25/room/night, confirm names and confirmation numbers), adjoining room requests ($25/room/night, confirm second reservation ID), bed type/bedding requests (bed type not guaranteed; upgrades available pre-arrival), PetStay room requests, view option requests, special occasion requests (amenity setups available via concierge/Laurel at +1-702-733-3111), honeymoon/special celebration requests, crib requests, rollaway bed requests, mini-fridge requests (note: all rooms already have fridges), microwave/coffee maker requests (not available), Jacuzzi tub requests (not available), balcony requests (not available), extra towels/blankets/pillows in-advance requests, generic room requests, and room changes after check-in.

Room Request Standardized Responses for Flamingo Las Vegas:

• QUIET ROOM REQUESTS

  Thank you for reaching out! We've noted your request for a quiet room and will do our best to accommodate it based on availability at the time of your arrival. While we cannot guarantee specific room assignments in advance, please rest assured that we will make every effort to fulfill your preference.

  If you have any further questions or special requests, please don't hesitate to reach out.

• ROOMS CLOSE TOGETHER

  Thank you for reaching out! Connecting and adjoining rooms are based on availability at the time of check-in.

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."