flamingo customer-phone-number

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages where the guest's message contains a phone number — i.e. the guest supplies a phone number (their own cell / mobile, a callback number, an alternate contact, or someone else's) or asks to be called or texted at a number (e.g. "Please call me at (702) 555-0199."). The Flamingo automated assistant operates on text-messaging and post-stay review channels and cannot place or receive phone calls or SMS; a guest sharing a personal phone number is requesting — explicitly or implicitly — direct human or voice contact, and is supplying personal contact information (PII) that a person must handle. Every guest message that contains a phone number is therefore an immediate, always-on escalation to a human Concierge. Maps to risk category CUSTOMER PHONE NUMBER (tag CUSTOMER-PHONE-NUMBER) in the master Flamingo Risk Management Framework (flamingo-las-vegas-hotel-casino-escalations.md). All matches require immediate escalation. Do not call or text the number, and do not repeat the full number back in a public reply — acknowledge and route to a human.

Customer-Supplied Phone Number

Guest asks / says:

• "Please call me at (702) 555-0199."
• "My cell is 702-555-0142 — call anytime."
• "Can someone reach me at +1 555 867 5309?"
• "Text me at 5550100123."
• "Here's my number: 555-0188, please follow up by phone."
• "Call my husband at 702.555.0177 to sort this out."
• "I'd rather talk — my number's 555 0150."

Trigger keywords (non-exhaustive): call me at, reach me at, text me at, my number is, my cell is, my mobile is, here's my number, you can reach me on, call my [husband / wife / assistant] at, call me back, give me a call — plus any digit sequence formatted as a phone number in the guest's message: (NPA) NXX-XXXX, NPA-NXX-XXXX, NPA.NXX.XXXX, 7-digit NXX-XXXX, international +CC … / +1 NPA NXX XXXX, or a bare 10-/11-digit run.

Disambiguation: This category fires when the guest supplies or shares a phone number (or asks to be contacted at one). A guest asking for the property's phone number ("what's the front-desk / pool / spa number?") is a routine information request — answer from flamingo-las-vegas-hotel-casino-property-details.md, do not tag here. Do not over-trigger on non-phone digit strings: reservation / confirmation numbers, Caesars Rewards numbers, room numbers, dates, and dollar amounts are not phone numbers. Tag only when the digits are presented as a phone / contact number or paired with a call/text request. When a message both shares a number and raises another issue (billing, safety, complaint), apply both tags.

TAG as customer-phone-number

Respond with

Thank the guest and let them know a team member will follow up. Send a holding reply only (e.g. "Thank you — I've passed your details to our team and someone will be in touch."). Never state that a call or text has been placed, returned, or scheduled for a specific time; do not call or text the number yourself; and do not echo or repeat the full phone number back in the reply — especially on a public review channel — treat it as private contact information.

Before escalating

Do not call or text the guest and do not promise a specific callback time. The LLM is authorized to acknowledge only. Capture in the escalation record: the guest's exact wording, the phone number provided and whose number it is (guest / spouse / assistant), any preferred call or text window, the reason they want to be contacted, the inbound channel, and full reservation details — so the Concierge can make voice/SMS contact.

Escalate when:

• Always. Any guest message that contains a phone number, or any request to be called or texted, is an immediate escalation so a human can make voice/SMS contact and handle the personal contact details — regardless of the reason, tone, or topic. The LLM has no ability to place or receive calls or texts.
• If the phone number accompanies a sensitive issue (safety, injury, theft, health, harassment, legal, billing dispute), escalate under both this tag and the relevant risk-category guide, and flag the higher-severity tier.
• Tag the conversation: [CUSTOMER-PHONE-NUMBER] + [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.

RAG Context: Section 2 general escalation rules for Flamingo Las Vegas routine guest-service requests — Name Additions & Guest Authorization, Stay Modifications & Cancellations, Invoice/Folio/Receipt Requests, Room Issues & Housekeeping, Maintenance Requests, Noise/Neighbor/Safety Complaints, Billing Issues & Charge Disputes, and General Complaints & Compensation Requests. For each: trigger phrases and a clear split between what the LLM responds to directly versus what it escalates to a human Concierge. Safety, medical, injury, theft, and billing-dispute messages always escalate. The on-site Security Team is available 24/7 at 702-733-3523. Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 2 — General Escalation Rules

These rules apply to routine guest-service requests that arrive via message. The LLM should acknowledge professionally, provide any information it can, and escalate when the situation requires human action or decision-making.

E — Name Additions & Guest Authorization

Trigger Phrases

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