Masquerade Tower

RAG Context: Template responses for replying to Rio Las Vegas guest reviews, segmented by rating: 1–7 stars (apologetic, request feedback), 8–9 stars (positive, invite return for 10/10), 10 stars (celebratory), and 5/5 (thank-you). Use these when composing management replies to post-stay reviews.

POST-STAY Review Responses by Star Rating:

1-7* Rating Response: Thank you for sharing your feedback. We are truly sorry to hear that your experience at Rio Las Vegas did not meet your expectations. Please accept our sincere apologies for any inconvenience you encountered during your stay. We strive to provide a comfortable and enjoyable experience for all of our guests, and we are disappointed to learn that we fell short in this instance. Your feedback is extremely valuable to us, and we will use it to improve our services moving forward. If there's anything specific you would like to share regarding your stay, we would greatly appreciate the opportunity to hear from you and address any concerns. Please feel free to reach out to us directly. We hope you will consider giving us another chance in the future to provide you with the exceptional experience you deserve.

8, 9* rating response (4/5 too) Thank you for taking the time to share your feedback and for giving us this rating! We're so pleased to hear you had a great stay at Rio Las Vegas, and we truly appreciate your support. We would love the opportunity to welcome you back and make your next visit a perfect 10/10 experience. If there's anything we can do to enhance your stay in the future, please don't hesitate to let us know—we're always striving to exceed expectations. We look forward to hosting you again soon and creating an unforgettable experience for you here at Rio Las Vegas!

10* Rating response: Thank you so much for your 10/10 rating and for sharing your feedback! We're thrilled to hear you had such a great stay at Rio Las Vegas and truly appreciate your support. Our team is always here to go above and beyond to make every visit just as special. We look forward to hosting you again soon and creating an unforgettable experience for you here at Rio Las Vegas!

5/5: Thank you so much for your amazing 5/5 rating! We are thrilled to hear you enjoyed your stay at Rio Las Vegas and that we could provide you with an experience worthy of such high praise. Your kind words mean the world to our team, and it was truly our pleasure to host you. We look forward to welcoming you back for another fantastic stay whenever your travels bring you to Las Vegas. Thank you once again for choosing Rio Las Vegas. We can't wait to see you again!

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

RAG Context: Escalation guideline for Rio Las Vegas room issues / housekeeping quality and condition requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

H. Room issues / Housekeeping (quality / condition)

Guest asks:

• "My room is dirty."
• "The AC/heater isn't working."
• "There's a bad smell in the room."
• "Something is broken (TV, shower, lights)."
• "This isn't the room I booked."
• "The room is too noisy."
• "There are bugs / this room is unacceptable."
• "Can someone clean my room?"
• "We need more towels / linens."
• "Can you restock amenities?"
• "We need extra pillows / blankets."

TAG as room-issue

Respond with

Apologize, gather details, reassure guest; for housekeeping requests (cleaning, towels, amenities), clarify request details

Before escalating

Ask guests to contact Rio Rita at (702) 777-7777 for housekeeping, maintenance, or broken in-room issues.

Must escalate when:

• The guest has already called Rio Rita or the front desk and no one answered / no one came to fix the issue
• The issue impacts stay quality or safety
• The guest requests a room move
• The guest requests a repair
• The guest requests compensation