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.

flamingo conduct-harassment

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving sexual harassment by staff or another guest, discriminatory treatment (race, gender, disability, religion, etc.), verbal abuse or threatening behavior from staff, profiling/surveillance/targeting, hostile guest-to-guest interactions, complaints about use of force by security personnel, or ADA accommodations denied or mishandled. Maps to risk category HARASSMENT & CONDUCT (tag CONDUCT-HR) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. The LLM must not investigate, validate, or dismiss the claim.

E. Harassment & conduct

Guest asks / says:

• "I was sexually harassed by a staff member or another guest."
• "I experienced discrimination based on race / gender / disability / religion / orientation."
• "A staff member was verbally abusive / threatening to me."
• "I felt profiled / surveilled / targeted on the property."
• "There was a hostile or aggressive interaction with another guest."
• "I have a complaint about use of force by security personnel."
• "My ADA accommodation was denied or mishandled."

Trigger keywords (non-exhaustive): harassed, sexual harassment, touched me, inappropriate, discriminated, racist, sexist, bias, profiled, staff was aggressive, threatening, yelled at me, abusive, felt unsafe, threatened, intimidated, followed, ADA, disability, accessibility, wheelchair, accommodation denied.

TAG as conduct-harassment

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Do not investigate, validate, dismiss, name staff or other guests, describe internal HR or security protocols, or hint at compensation. Avoid any language that could read as taking sides.

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 — wording matters in HR and conduct matters. The concierge will route to property leadership and HR as appropriate.

Escalate when:

• Always. Any mention of sexual harassment, discrimination, verbal abuse, profiling, threatening behavior, security use-of-force, or ADA accommodation failure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [CONDUCT-HR] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

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.