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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
a213bfd8-9abf-4e18-a029-b3e5973d4e53
Message ID
974338ac-1fac-412f-bbec-56a1152262b1
Event ID
8f5c35db-5d6c-4396-9671-ce2ddcd71d22
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Guest message

Received · Jun 17, 2026, 5:30 a.m.

room-type-change

Looking to change to 2 queens

🏨

Property Response

Sent · Jun 17, 2026, 5:30 a.m.

room-type-change-policy

Thank you for reaching out to us about changing your room to 2 queens. For any modifications to your reservation, including room type changes, please contact Expedia customer service to inquire about availability and options. Text Rio Rita at (702) 777-7777 for more information.

Escalation Information
Possible escalation
Yes
Actual escalation
No
Possible escalation reason
RAG retrieval returned escalation file "rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-upgrade-request-escalations.md" scoring 47% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM did not indicate escalation: The guest is asking to change to 2 queens, which is a room type modification. According to the rules, the property cannot perform such changes directly for an Expedia booking. The proposed reply correctly directs the guest to contact Expedia customer service, satisfying the rule that modifications must be initiated through the booking channel. No escalation is needed as the reply adheres to the guidelines.
RAG Context Documents

  1. Source: 1

    Score · 46.82%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-upgrade-request-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

    C. Upgrades / better room / guaranteed view

    Guest asks:

    • "Can I get an upgrade?"
    • "Any chance of a better room?"
    • "Can I get a renovated room?"
    • "Can I guarantee my bed type"
    • "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
    • "Can I get a guaranteed strip view?"

    TAG as upgrade-request

    Respond with

    Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

    Before escalating

    Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

    Escalate when:

    • The guest wants an actual inventory confirmation
    • The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
    • The guest disputes upgrade price
    • The guest wants to pay for an upgrade ahead of arrival

  2. Source: 2

    Score · 46.54%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-connecting-rooms-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas connecting rooms / rooms close together requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    B. Connecting rooms / rooms close together

    Guest asks:

    • "Can we have connecting rooms?"
    • "Can our rooms be next to each other?"
    • "Can we be on the same floor?"

    TAG as connecting-rooms

    Respond with

    Note preference, advise "traveling together," set no-guarantee expectation

    Escalate when:

    • Guest requires a guaranteed connecting-room commitment
    • There is a family / special-needs situation requiring operational coordination or ADA room

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