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

Section 4 — Quick Reference: LLM Decision Rules

Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.

Request / Scenario	LLM Response	Escalation Trigger
Early Check-In	Share $60 + tax fee, explain availability	Guest confirms they want to pay — then escalate
Late Check-Out	Share fee schedule, explain availability option	Guest confirms fee + desired time — then escalate
Connecting Rooms	Explain $20/room/night fee, request names & conf #s	Guest confirms fee + provides all names & conf #s — then escalate
Upgrade / Extend Stay	Ask for best contact phone number	Guest provides phone number — then escalate
Fee / Charge Confirmation (any)	Thank guest, acknowledge the accepted fee; do not apply the charge or guarantee the add-on	Guest accepts/authorizes any fee or surcharge — always escalate (CONFIRM-FEE)
Name Addition / Alt Check-In	Collect name, explain ID/card requirements	Primary name change, billing auth, identity mismatch
Stay Modification / Cancel	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt	Explain who issues folio, set timeline expectations	Itemization, billing correction, refund request
Room Issue / Housekeeping	Apologize, gather details, direct to front desk first	Front desk unresponsive; safety impact; comp requested
Maintenance Request	Acknowledge, direct to front desk / Laurel text	Front desk unresponsive; repair still needed
Noise / Safety Complaint	Acknowledge, direct to Security / front desk	Security/front desk intervention needed; unresolved
Billing Dispute / Refund	Acknowledge, collect details	Any correction, dispute, or refund — always escalate
General Complaint / Comp	Empathize, document thoroughly	Compensation requested; multiple failures; emotional guest
Post-Stay Review — Negative	Acknowledge publicly with empathy template	Safety, discrimination, viral-risk — escalate within 12h
Post-Stay Review — Positive	Respond with standard thank-you template	No escalation required

Frequently Asked Questions (FAQ)

Hotel Policies

What time is Paris Las Vegas check-in and check-out?

Check-in is typically 4:00 PM. Check-out is by 11:00 AM.

What is the minimum age to check in?

Guests must be 21 years of age or older to check in.

Is the front desk open 24 hours?

Yes. The front desk is open 24 hours. Guests arriving past 1:00 AM should call the front desk.

What are the standard check-in wait times during peak hours?

Wait times vary but are typically 15–30 minutes during peak hours (4:00 PM – 6:00 PM).

Can I check in early?

Yes. Early check-in can be guaranteed in advance at 11:00 AM for $60 + tax — let us know if you would like it set up. If you prefer not to pay the fee, early check-in is based on availability on the day of arrival and additional fees may apply.

Can I request a late checkout?

Yes. Late checkout can be guaranteed in advance for an additional fee (see the fee schedule below). If you prefer not to pay, late checkout is based on availability and can be requested from the front desk on the morning of departure.

What are the guaranteed late checkout fees?

For Tuesday – Friday departures: 12:00 PM is $20 + tax, 1:00 PM is $30 + tax, 2:00 PM is $40 + tax, 3:00 PM is $50 + tax, and 4:00 PM is $60 + tax.

For Saturday – Monday departures: 12:00 PM is $30 + tax, 1:00 PM is $40 + tax, 2:00 PM is $50 + tax, 3:00 PM is $60 + tax, and 4:00 PM is $70 + tax.

What is Paris Las Vegas's resort fee?

The resort fee is $54.95 plus 13.38% tax, totaling approximately $62.30 per room, per night. It includes Wi-Fi, fitness center access, and local calls.

Is an incidental or security deposit required?

Yes. A $50 per night deposit is required on a credit card. Cash deposits and cash payments are not accepted. If a debit card is used, the actual funds are held and are not available to the guest until released at checkout.

When is the incidental deposit released?

The hold is released by the hotel immediately at checkout. The financial institution determines when the hold clears, typically 5–10 business days.

What is the cancellation policy?

Direct property bookings generally require cancellation at least 48 hours prior to arrival. Third-party reservations may have their own cancellation policies and must be handled through the original booking channel.

Does Paris Las Vegas accept cash?

No. Cash deposits and cash payments are not accepted.

Can I use Apple Pay or a virtual card for resort fees and incidentals?

Yes, tap-to-pay (including Apple Pay) is accepted when processed through a front desk agent. Kiosks may not support this feature yet.

Can I get connecting rooms?

Connecting rooms can be guaranteed in advance for an additional fee of $20 per room, per night, subject to availability. Please confirm the name and confirmation numbers for all rooms you would like connected.

Can I add another guest's name to the reservation for check-in?

It depends on the reservation type. Direct hotel reservations can have names added in advance (Caesars Rewards reservations must be checked in by the Caesars Rewards cardholder). Third-party reservations must be updated through the original booking channel. Please send the full name exactly as it appears on the guest's photo ID at least 24 hours prior to arrival. The guest checking in needs a credit card matching their photo ID for resort fees and incidentals.

Can I modify my stay dates before arrival?

If booked directly with the property, contact the hotel. If booked through a third party, changes must be made through the original booking channel. Changes are subject to availability and the applicable cancellation policy.

Can I change my room type before arrival?