flamingo security-theft

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving theft, property crime, unauthorized room access, vehicle break-in, missing valuables, credit-card or identity compromise tied to the stay, pickpocketing on hotel grounds, or missing luggage during bell service. Maps to risk category THEFT & PROPERTY CRIME (tag SECURITY-THEFT) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation to a human concierge — the LLM may acknowledge only and must not speculate on cause or outcome.

B. Theft & property crime

Guest asks / says:

• "Items were stolen from my room."
• "Something was taken from the pool / spa / common area."
• "My car was broken into / something was stolen from hotel parking."
• "Someone entered my room without permission."
• "My valuables are missing after check-out."
• "I think my room key was copied / there was unauthorized entry."
• "My credit card / identity was compromised after my stay."
• "I was pickpocketed / robbed on the property."
• "My luggage went missing during bell service or storage."

Trigger keywords (non-exhaustive): stolen, theft, robbed, burglarized, pickpocketed, missing, disappeared, can't find my belongings, someone was in my room, unauthorized entry, room was entered, key card was copied, car was broken into, vehicle theft, credit card fraud, identity theft, charges I didn't make, called the police, filed a police report, cops.

TAG as security-theft

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge gravity, do not confirm or deny the guest's claim, speculate on cause, identify staff or departments, describe internal security protocols, or hint at compensation.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording in the escalation record so the concierge can route to Security (702-733-3523) and, where appropriate, to property leadership and law-enforcement liaison.

Escalate when:

• Always. Any mention of theft, missing valuables, unauthorized room entry, vehicle break-in, identity compromise, or property crime is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [SECURITY-THEFT] + [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.

flamingo hygiene-hazard

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving pest sightings (bed bugs, cockroaches, rodents), unsanitary room conditions (bodily fluids, waste), visible mold or mildew, strong chemical smells from cleaning products, broken glass or sharp objects in rooms or pool areas, dirty linens or towels suggesting prior use, food left by a prior guest, or sewage/plumbing hazards. Maps to risk category HYGIENE & ENVIRONMENTAL (tag HYGIENE-HAZARD) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches must be escalated; the LLM must acknowledge seriously and must not minimize or attribute cause.

F. Hygiene & environmental

Guest asks / says:

• "I saw bed bugs / cockroaches / rodents in my room."
• "The room was unsanitary — there were bodily fluids / waste."
• "There's visible mold or mildew in the bathroom or HVAC."
• "There was a strong chemical smell from cleaning products."
• "I found broken glass or a sharp object in my room or at the pool."
• "The linens or towels were dirty / had stains suggesting prior use."
• "There was food left from the previous guest in my room."
• "There's a sewage backup / plumbing hazard in my room."

Trigger keywords (non-exhaustive): bed bugs, cockroach, rodents, mice, rats, infestation, mold, mildew, biohazard, dirty, unsanitary, disgusting, filthy, stained linens, broken glass, sharp object, chemical smell, sewage, plumbing hazard, prior guest food.

Overlap note: Pest, mold, and contamination signals also fall under HEALTH-MEDICAL when the guest reports illness or exposure symptoms. If both are present (e.g., "I saw bed bugs and got bites" or "mold and I couldn't breathe"), tag as HEALTH-MEDICAL instead of HYGIENE-HAZARD and escalate at the higher tier.

TAG as hygiene-hazard

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge seriously. Do not minimize, attribute cause to the guest, blame housekeeping or third parties, describe cleaning protocols or pest-control procedures, or hint at compensation.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording — including the room number if mentioned — in the escalation record so the concierge can route to property leadership and housekeeping/operations as appropriate.

Escalate when:

• Always. Any mention of pests, mold/mildew, biohazards, broken glass, dirty linens, prior-guest food, chemical exposure, or sewage/plumbing hazards is an escalation regardless of star rating, tone, or whether the guest demands action.
• Re-route to HEALTH-MEDICAL instead if the guest also reports illness, allergic reaction, breathing difficulty, or other physical symptoms.
• Tag the conversation: [HYGIENE-HAZARD] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue.