RAG Context: Section 1 upsell escalation rules for Flamingo Las Vegas — guest-initiated upsell flows for Early Check-In Guarantee, Late Check-Out Guarantee, Connecting Rooms, and Room Upgrade / Stay Extension. For each: trigger phrases, the exact message to send the guest, and the escalation decision rule. Core rule: do NOT escalate simply because a guest asks; escalate only after confirmed guest intent to purchase/proceed, and send a holding reply first. Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 1 — Upsell Escalation Rules

Upsell inquiries are initiated by the guest. The LLM presents the offer and collects guest intent. Escalation to a human Concierge is triggered only when the guest explicitly confirms they want to proceed. Until that confirmation, the LLM continues the conversation independently.

Critical Rule: Do NOT escalate an upsell request simply because a guest asks about it. Only escalate after confirmed guest intent to purchase/proceed. Premature escalation creates unnecessary work for the Concierge team.

A — Early Check-In Guarantee

Trigger Phrases

• "Can I check in early?"
• "My flight arrives at 9 AM — can I get my room sooner?"
• "Is early check-in available / offered?"
• "What time can I get into my room if I arrive in the morning?"

LLM Response — What to Send the Guest

"Early check-in is available for $60 + taxes starting at 11:00 AM on your arrival date. Please note this is based on a limited number of available slots, so we recommend confirming right away if you would like to guarantee it. Would you like us to set this up for you?"

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability, time, or fee, or is undecided / asking follow-ups.
• ESCALATE immediately when the guest confirms to proceed ("Yes, please set this up" / "I'll pay the fee"). Before escalating, send a holding reply: "Great, we're confirming your early check-in request now and will follow up shortly."

B — Late Check-Out Guarantee

Trigger Phrases

• "Can I check out late?"
• "What are the late checkout options / fees?"
• "Can I stay in my room until 2 PM?"
• "Is late checkout available?"

LLM Response — What to Send the Guest

"We'd be happy to arrange a guaranteed late check-out for you. Here are the available options:"

Checkout Time	Tue – Fri Departure	Sat – Mon Departure
12:00 PM	$20 + tax	$30 + tax
1:00 PM	$30 + tax	$40 + tax
2:00 PM	$40 + tax	$50 + tax
3:00 PM	$50 + tax	$60 + tax
4:00 PM	$60 + tax	$70 + tax

"To secure your preferred departure time in advance, just let us know which time works best and we'll get that arranged. If you'd prefer not to pay a fee, late checkout is also available based on availability by calling the front desk directly on the morning of departure."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about availability or fees or considering options.
• ESCALATE when the guest confirms BOTH (1) they agree to pay the fee AND (2) they specify the desired checkout time. Example: "Yes, I'd like 1 PM — Friday departure." Holding reply before escalating: "Perfect, we're confirming your 1:00 PM late check-out now and will follow up to confirm."

C — Connecting Rooms

Trigger Phrases

• "Can we have connecting rooms?"
• "Can our rooms be next to each other / on the same floor?"
• "We need rooms that connect — traveling as a family."

LLM Response — What to Send the Guest

"We can guarantee connecting rooms in advance for an additional fee of $25 per room, per night. To confirm this for your stay, please provide the name and confirmation number for each reservation you'd like connected and we'll get this set up for you."

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking if connecting rooms are available or about the fee/process.
• ESCALATE when the guest confirms ALL of: (1) they agree to the $25/room/night fee, AND (2) they provide names and confirmation numbers for ALL rooms to be connected. Holding reply before escalating: "Thanks! We're coordinating your connecting room request now and will confirm once it's set up."

D — Room Upgrade or Stay Extension

Trigger Phrases

• "Can I get an upgrade?"
• "Is there a better room / renovated room available?"
• "Can I extend my stay by a night or two?"
• "Can I get a strip view / high floor / specific bed type?"
• "I booked Room Assigned Upon Arrival — can I guarantee a bed type?"

LLM Response — What to Send the Guest

"We'd be happy to look into upgrade and extension options for you. To have our hotel team reach out directly with availability and pricing, could you please share the best phone number to reach you?"

Note on Upgrade Information: Always set the expectation that upgrades are subject to availability. Do not confirm inventory or guarantee any specific room type. The human Concierge team handles all actual availability checks and pricing.

Escalation Decision Rule

• LLM CONTINUES independently while the guest is asking about upgrade possibilities, cost, or process.
• ESCALATE when the guest provides their contact phone number. Example: "Sure — my number is 702-555-1234." Holding reply before escalating: "Perfect, thank you. We've shared your number with our hotel team and they will be in touch shortly to discuss options."

Pre-Stay Standardized Responses for Flamingo Las Vegas:

• THANK YOU FOR BOOKING

  Dear [guest-name],

  Thank you again for booking with us! We can't wait to welcome you to Flamingo Las Vegas in a few short days. Here's a quick reminder of what to expect during your stay:

  • Check-in: 4:00 PM at kiosks or the front desk (must be 21+) • Deposit: $50 per day (held on a credit card; cash is not accepted) • Resort Fee: approximately $49.95 + tax per night (≈ $56.63 incl. taxes), covering Wi-Fi for two devices, fitness center access for two, pool access, and all local calls • Parking: Self-parking $20/day for lodgers; valet $40/day. Caesars Rewards Platinum, Diamond, and Seven Star members park complimentary. • Connecting rooms can be guaranteed in advance for $25 per room, per night.

  For any special requests, feel free to contact us at +1-702-733-3111. After departure, you may receive an email where you can share feedback about your stay.

  We look forward to making your stay unforgettable!

  Best regards,

  [hotel-name]

• CHECK IN INSTRUCTIONS

  Dear [guest-name],

  We wanted to take a moment to sincerely thank you for choosing Flamingo Las Vegas for your upcoming stay. We look forward to welcoming you later today. Please note, check-in time is 4:00 PM local time, and the front desk is open 24 hours.

  We have three easy check-in options for our guests: the front desk, the easy-to-use kiosks conveniently located in the lobby, or contactless check-in via the Caesars Rewards app or the weblink emailed on your day of arrival — keys can be picked up at a lobby kiosk.

  Please bring a valid government-issued photo ID and a major credit card for the room, taxes, fees, and the $50/day incidental deposit.

  Your satisfaction is our top priority. If there's anything we can do to enhance your stay, or if you have any feedback, please don't hesitate to reach out.

  We hope you enjoy your stay at Flamingo Las Vegas.

  Thank you,

  [hotel-name]

• EARLY CHECK IN

  Dear [guest-name],

  Thank you for reaching out and for choosing Flamingo Las Vegas for your stay! We appreciate your request for early check-in.

  We're happy to offer an Early Check-In Guarantee so you can start enjoying your stay sooner. Early check-in is available starting at 11:00 AM on your arrival date for $60 + applicable taxes. This option is offered in limited quantities and is subject to availability, so we recommend confirming with us as soon as possible. Just let us know if you'd like us to reserve this for you and we'll confirm with our team that it is available for your date.

  If you'd prefer not to pre-pay the guarantee, early check-in is still based on availability on the day of arrival and additional fees may apply — our front desk or the lobby kiosk can assist you on arrival based on room availability.

  Thank you again for choosing Flamingo Las Vegas. We look forward to making your stay as comfortable and enjoyable as possible. Should you need anything else, please don't hesitate to reach out — it's our goal to provide you with 5-star service.

• LATE ARRIVAL

  Hello [guest-name],

  Thank you for reaching out and letting us know about your late arrival. The Front Desk is open 24 hours, and you may check in at any time. If you are arriving past 1:00 AM, please call the Front Desk at 702-733-3111 so the team is aware.

  Thank you,

  [hotel-name]

• MODIFY STAY OR CANCEL STAY OR CHANGE DATES

  Dear [guest-name],

  Thank you for reaching out about modifying your reservation.

  If your booking was made directly through Caesars Entertainment or Flamingo Las Vegas, please contact us and we will be happy to assist with date changes, room-type changes, or cancellations. Cancellations made directly with the property require at least 48 hours' notice.

  If your booking was made through a third-party site (such as an online travel agency), changes and cancellations must be processed through the same booking channel. Their cancellation and modification policies may differ from ours. Changes are subject to availability and current rates.

  Please let us know how we can help, and we look forward to welcoming you to Flamingo Las Vegas.

• ADD NAME TO RESERVATION

  Hello [guest-name],

  Thank you for reaching out. The process for adding a guest's name to your reservation depends on how the reservation was booked:

  • Reservations booked directly with Flamingo Las Vegas can have additional names added in advance. • Caesars Rewards reservations must be checked in by the Caesars Rewards card holder, so additional names may not transfer the reservation ownership. • Reservations booked through a third-party site must be updated through the original booking channel; the third party may message us with the name addition.

  Please provide the full name of the guest being added, exactly as it appears on their photo ID, ideally at least 24 hours prior to check-in. All guests checking in must be 21+ and must present a valid government-issued photo ID and a major credit card that matches their photo ID for resort fees and incidentals.

• DEPOSIT

  Thank you for reaching out! I'm happy to clarify the $50 deposit for you.

  The $50 deposit is required per accommodation, per day, and is held as a security deposit for any incidental charges, such as damages or other services you may use during your stay. It is fully refundable upon check-out, provided there are no outstanding charges or damages to the room. Deposit holds are released immediately at the time of check-out; debit cards may take 7–10 business days to reflect the release. A credit card is required for the deposit; cash is not accepted.

  This deposit is not an additional charge but a temporary hold on your account, which will be released after your departure assuming no issues arise.

  If you have any further questions or need more information, please feel free to ask. We look forward to welcoming you to Flamingo Las Vegas!

• CAESARS REWARDS THIRD-PARTY BOOKING

  Hello [guest-name],

  Since you booked through [third-party-name], your confirmation number will not automatically connect in the Caesars Rewards app.

  No worries at all — our Front Desk team will be happy to help link your reservation to your Caesars Rewards account when you check in. Please note that stays booked through a third party do not accrue Caesars Rewards points or Caesars Rewards benefits.

• CONNECTING ROOMS REQUEST

  Hello [guest-name],

  Thank you for reaching out about connecting rooms. If you'd like to guarantee connecting accommodations in advance, we offer that option for an additional fee of $25 per room, per night.

  If you'd like to lock in connecting rooms, please confirm the name and confirmation numbers for all rooms you would like connected, and we'll be happy to assist. Otherwise, connecting or adjoining rooms can be requested at the front desk on arrival, but availability is not guaranteed without the prepaid guarantee.

  We look forward to welcoming you to Flamingo Las Vegas!

• PETSTAY REQUEST

  Hello [guest-name],

  Thank you for reaching out. Flamingo Las Vegas offers the PetStay Program for dogs only. PetStay allows a maximum of 2 dogs, up to 50 lbs each. The fee is $100 per night, plus a $100 refundable deposit.

  A PetStay room must be specifically booked for guests traveling with dogs. Please let us know if you would like us to help arrange a PetStay room for your reservation.

  Food/water dishes, mats, and treats are provided. Dogs must be crated if left alone in the room, and designated outdoor pet relief areas are available near PetStay rooms.

• PARKING

  Hello [guest-name],

RAG Context: In-house and post-stay standardized response templates for Flamingo Las Vegas — atomic templates for in-house guest greeting, late checkout (with the property's tiered guaranteed late-checkout fee schedule), non-smoking guest rooms, PetStay Program, extra towels/toiletries, additional pillows/blankets, maintenance / TV issues, room temperature / thermostat, room service availability and CaesarsEats guidance, third-party food delivery procedure, in-room refrigerator note (all rooms have fridges), microwave/coffee maker unavailable response, spa booking, Wi-Fi connection details and additional-device pricing, room change after check-in, concierge amenity setups during the stay (available via concierge/Laurel at +1-702-733-3111), and post-stay follow-up with survey request.

In-House & Post-Stay Standardized Responses for Flamingo Las Vegas:

• GUESTS IN HOUSE

  [guest-name] — Thank you for staying with us at Flamingo Las Vegas! We are excited to have you as our guest and hope you enjoy your time on the Las Vegas Strip. Whether you're here to relax, explore, or experience the excitement of Las Vegas, we are confident your time with us will be unforgettable.

  If you need anything during your stay, please use the Guest Services button on your in-room phone, text Laurel, or visit the front desk — our front desk is available 24 hours.

  After departure, we would appreciate any feedback you would like to share about your stay. If there is anything we can assist with during your visit, please let us know.

  Thank you again, and enjoy your stay!

  [hotel-name]

• LATE CHECKOUT REQUEST

  Dear [guest-name],

  Thank you for reaching out about a late check-out. Late check-out can be requested from the Front Desk on the day of departure and is subject to availability — our team is happy to assist.

  If you'd like to guarantee a late check-out, we are pleased to offer the following options for an additional fee:

  Tuesday – Friday Departures • 12 PM — $20 + tax • 1 PM — $30 + tax • 2 PM — $40 + tax • 3 PM — $50 + tax • 4 PM — $60 + tax

  Saturday – Monday Departures • 12 PM — $30 + tax • 1 PM — $40 + tax • 2 PM — $50 + tax • 3 PM — $60 + tax • 4 PM — $70 + tax

  Please let us know if you'd like to lock in a guaranteed time, and we'll be happy to assist.

  Thank you,

  [hotel-name]

• NON-SMOKING

  [guest-name] — Flamingo Las Vegas guest rooms are non-smoking.

• PETSTAY PROGRAM

  Hello [guest-name],

  Flamingo Las Vegas offers the PetStay Program for dogs only. PetStay rooms must be specifically booked, and the program allows up to 2 dogs, with each dog weighing 50 lbs or less. The fee is $100 per night, plus a $100 refundable deposit.

  Food/water dishes, mats, and treats are provided. Dogs must be crated if left alone in the room. Designated outdoor pet relief areas are available near PetStay rooms.

• EXTRA TOWELS OR TOILETRIES

  Thank you for reaching out! For extra towels or toiletries, please text Laurel or call Guest Services and our team will assist right away.

• ADDITIONAL PILLOWS OR BLANKETS

  Thank you for reaching out! For additional pillows or hypoallergenic blankets, the easiest path is to mention this at check-in — once a specific room is assigned, our team can place the items for you on arrival. You can also request these once in-room by texting Laurel or calling Guest Services.

• MAINTENANCE OR IN-ROOM TECHNOLOGY ISSUE

  Hello [guest-name],

  We're sorry to hear about the issue in your room. Please text Laurel or call Guest Services and we'll dispatch an Engineer to assist. If the issue cannot be resolved quickly, the Front Desk can also help with a room change.

• ROOM TEMPERATURE / THERMOSTAT

  The thermostat is mounted on the wall in your guest room. If it is not adjusting properly, please text Laurel or call Guest Services and we'll dispatch an Engineer to take a look.

• ROOM SERVICE

  Hello [guest-name],

  Thank you for reaching out. Flamingo does not offer traditional room service. Guests can use the CaesarsEats app to order food and delivery from most Caesars-branded outlets on property. Please note that Flamingo Food Hall and Havana 1957 are excluded from CaesarsEats.

  If we can help with restaurant recommendations or reservations, just let us know.

• FOOD DELIVERY (UBER EATS, DOORDASH, POSTMATES)

  Hello [guest-name],

  Outside food-delivery services do not have a designated drop-off area at the property. Guests will need to meet the delivery driver outside and arrange pickup directly. We're happy to help if anything else comes up during your stay.

• IN-ROOM REFRIGERATOR REQUEST

  Thank you for reaching out! We're happy to confirm that all rooms at Flamingo Las Vegas are equipped with refrigerators, so no special request is needed for a fridge during your stay.

  If you have additional accessibility or medical needs, please let us know and we'll do our best to accommodate.

• MICROWAVES AND COFFEE MAKERS

  Thank you for reaching out. Microwaves and coffee makers are not provided in any rooms at Flamingo Las Vegas and cannot be rented or requested.

• SPA BOOKING

  Thank you for reaching out about the spa! Reservations for The Spa at Flamingo Las Vegas can be booked online at https://www.caesars.com/flamingo-las-vegas/things-to-do/spa-and-fitness or by calling 702-733-3535. The minimum age for spa services is typically 16+, and spa amenities (steam room, sauna, whirlpools, relaxation lounge) are typically complimentary with a booked treatment.

• WI-FI

  Thank you for reaching out about Wi-Fi! From the guest room, connect to the "Caesars_Resorts" network and log in with your last name and room number. The resort fee includes Wi-Fi for two devices; additional devices are $14.99 per day per device.

• ROOM CHANGE AFTER CHECK-IN

  Hello [guest-name],

  We're sorry to hear something isn't quite right. The Front Desk can assist depending on the issue and may be able to move you to another room based on availability. Please stop by the Front Desk or call Guest Services and we'll do our best to resolve it.

• POST STAY RESPONSE

  Dear [guest-name],

  We wanted to take a moment to sincerely thank you for choosing Flamingo Las Vegas for your recent stay. We hope you had a fantastic experience and enjoyed all that our property has to offer. If you could spare 2 minutes to complete our survey, we would love to hear from you.

  Your satisfaction is our top priority, and we truly appreciate your business. If there's anything we can do to enhance your future stays, or if you have any feedback, please don't hesitate to reach out.

  We hope to welcome you back to Flamingo Las Vegas on your next trip.

  Until next time,

  [hotel-name]

• CONCIERGE / AMENITY SETUP

  Hello [guest-name],

  Thank you for celebrating with us! Additional amenities can be set up through our concierge or by messaging Laurel during your stay. You can reach out to get that started at +1-702-733-3111.