flamingo security-safety

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving unsafe conditions or security failures — broken or non-functional room door locks, guests feeling stalked or followed, harassment by another guest or staff, unauthorized individuals entering or approaching guest rooms, suspicious behavior, weapons sightings or threats on property, security escort/removal complaints, key-card failures with security implications, or poorly lit areas cited as a safety risk. Maps to risk category SECURITY & UNSAFE CONDITIONS (tag SECURITY-SAFETY) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation; the LLM must confirm the guest is currently safe if it is an in-stay message.

D. Security & unsafe conditions

Guest asks / says:

• "My room door lock is broken / not working."
• "I feel like I'm being stalked / followed on the property."
• "I'm being harassed by another guest or by a staff member."
• "An unauthorized person entered my room or approached me."
• "There's suspicious behavior near my room / floor / pool."
• "I saw a weapon / someone made a threat on property."
• "There was a security escort or removal incident I want to flag."
• "My key card failure created a security concern."
• "An area of the property is poorly lit and feels unsafe."

Trigger keywords (non-exhaustive): unsafe, threatened, stalked, followed, intimidated, harassed, broke into / forced lock, lock broken, key card not working / security concern, weapon, gun, knife, threat, unauthorized person, suspicious, escort, removed by security.

TAG as security-safety

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge gravity. If the guest is in-stay, lead with confirming they are safe and direct them to the on-site Security Team at 702-733-3523 while the escalation is being processed. Do not speculate on cause, name staff or other guests, describe internal security protocols, or hint at compensation.

Before escalating

For in-stay guests, the LLM may state that Security is available 24/7 at 702-733-3523 and that the front desk is reachable 24 hours. Do not investigate, validate, or attempt to resolve. Capture the guest's exact wording — including any names, locations, or descriptions — in the escalation record so the concierge can route appropriately.

Escalate when:

• Always. Any mention of broken locks, stalking, harassment, unauthorized room access, weapons, threats, security incidents, or feeling unsafe is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [SECURITY-SAFETY] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

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.