Expedia · Message
Received · Jun 20, 2026, 9:33 p.m.
there's nothing pending, tha $112 which the lady at reception told me was a deposit has not come back into my account, I paid the tax the next day at check out which was around $62
Sent · Jun 20, 2026, 9:33 p.m.
I apologize for the delay in your deposit refund. I understand that you were told the $112 charge was a deposit and you're concerned that it hasn't been returned to your account yet. I'm going to make sure that a member of our team looks into this further and contacts you to resolve the issue.
Source: 1
Score · 45.08%Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.
| Request / Scenario | LLM Response | Escalation Trigger |
|---|---|---|
| Early Check-In | Share $60 + tax fee, explain availability | Guest confirms they want to pay — then escalate |
| Late Check-Out | Share fee schedule, explain availability option | Guest confirms fee + desired time — then escalate |
| Connecting Rooms | Explain $20/room/night fee, request names & conf #s | Guest confirms fee + provides all names & conf #s — then escalate |
| Room Upgrade / Extend Stay (incl. adding a night or a later checkout) | Ask for best contact phone number; do not route to the booking channel | Guest provides phone number — then escalate |
| Fee / Charge Confirmation (any) | Thank guest, acknowledge the accepted fee; do not apply the charge or guarantee the add-on | Guest accepts/authorizes any fee or surcharge — always escalate (CONFIRM-FEE) |
| Name Addition / Alt Check-In | Collect name, explain ID/card requirements | Primary name change, billing auth, identity mismatch |
| Stay Modification / Cancel (shorten, cancel, date shift, room change, primary-name change — not adding nights or an additional guest name) | Explain 3rd-party policy, direct to booking channel | 3rd party cannot process; complex booking changes |
| Invoice / Folio / Receipt (incl. itemized) | Send the self-service folio response (emailed after checkout; check spam; else caesars.com folio-request link) | Billing dispute / correction / refund; business-invoice format; incidentals hold past timeframe |
| Room Issue / Housekeeping | Apologize, gather details, direct to front desk first | Front desk unresponsive; safety impact; comp requested |
| Maintenance Request | Acknowledge, direct to front desk / Laurel text | Front desk unresponsive; repair still needed |
| Noise / Safety Complaint | Acknowledge, direct to Security / front desk | Security/front desk intervention needed; unresolved |
| Billing Inquiry / Dispute / Refund | Acknowledge, collect details | Any correction, dispute, or refund — always escalate |
| General Complaint / Comp | Empathize, document thoroughly | Compensation requested; multiple failures; emotional guest |
| Post-Stay Review — Negative | Acknowledge publicly with empathy template | Safety, discrimination, viral-risk — escalate within 12h |
| Post-Stay Review — Positive | Respond with standard thank-you template | No escalation required |
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