💬

Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
e1a2e494-036b-4976-8aad-7db5e650b18e
Message ID
9f7c55cb-4197-4269-aa0d-b369cffb759a
Event ID
c94925ab-ad65-4012-9076-f49ccff937b1
🧳

Guest message

Received · Jun 12, 2026, 9:32 p.m.

check-in-time Escalated

Hi good afternoon just to make sure we can check in at anytime after 4pm correct

🏨

Property Response

Sent · Jun 12, 2026, 9:32 p.m.

check-in-policy

Yes, that's correct. You can check in at any time after 4pm. Please visit our front desk or use the kiosks to complete the check-in process. If you have any questions or need assistance, don't hesitate to ask.

Escalation Information
Possible escalation
Yes
Actual escalation
Yes
Possible escalation reason
RAG retrieval returned escalation file "rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-late-checkout-escalations.md" scoring 64% (at or above the 45% escalation threshold).
Actual escalation reason
Escalation judge LLM indicated escalation: The guest is asking about adding a child, which is a reservation modification that must be handled by Expedia. The proposed reply does not address this, requiring escalation.
RAG Context Documents

  1. Source: 1

    Score · 64.46%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-late-checkout-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas late checkout requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    F. Late checkout

    Guest asks:

    • "Can I check out late?"
    • "What is the late checkout fee?"

    TAG as late-checkout

    Respond with

    Explain morning-of-departure availability and possible fee

    Escalate when:

    • Guest asks for a guarantee before arrival or during stay
    • Guest wants to pay a fee to guarantee late checkout

  2. Source: 2

    Score · 61.68%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-early-check-in-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas early check-in requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    E. Early check-in

    Guest asks:

    • "Can I check in early?"
    • "My flight gets in early - can I get my room sooner?"

    TAG as early-check-in

    Respond with

    Explain day-of availability and possible fee

    Escalate when:

    • Guest asks for a guarantee before arrival
    • Guest wants to pay a fee to guarantee early check in

  3. Source: 3

    Score · 59.72%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-name-addition-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas name additions / guest authorization. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    A. Name additions / guest authorization

    Guest asks:

    • "Can you add a name to the reservation?"
    • "Can someone else check-in before me"
    • "Can I change the name on my stay"

    TAG as name-addition

    Respond with

    Collect name, explain check-in/card requirements, note request

    Escalate when:

    • The guest wants to change the primary guest
    • The guest wants a guarantee that another person can check in without the booker present
    • There is any billing authorization / third-party payment / identity mismatch

Escalation decision review

This response was escalated. Was that decision correct?

Not yet assessed

LLM response review

Set by the preferred response below — saving a correction marks it incorrect, clearing the correction marks it correct.

Not yet assessed

Optionally provide a better response. Saving non-empty text marks the LLM response incorrect; clearing it marks the LLM response correct.