RAG Context: Escalation guideline for Paris Las Vegas Resort Casino guest messages where the guest (a) requests a reply by email ("can you email me?", "reply to my email", "what's your email?", "I'll send you my email") or (b) sends an email address — including a platform-REDACTED token that looks like an email, e.g. ----@--------.---, ****@*****.***, xxxx@xxxxx.xxx (third-party booking channels such as Expedia / Booking.com auto-mask email addresses in guest messages, so a redacted-email token signals the guest tried to share their email). The automated assistant operates on the booking channel's text-messaging and post-stay review threads and cannot send or receive email, and because the reservation was made through a third-party provider the property has no direct email relationship with the guest — so email communication is not possible. The assistant sends the standard reply stating this (booking made through a third-party provider) and escalates to a human Concierge. Maps to tag EMAIL-CONTACT; part of the master framework in paris-las-vegas-resort-casino-escalations.md. A guest simply asking for the property's general contact info for a routine reason is handled from paris-las-vegas-resort-casino-property-details.md. Always escalate on trigger; do not email the guest and do not echo a full real email address back in a public reply.

Email Contact Requested / Email Address in Message — Escalation

RAG Context: Standard response for any Paris Las Vegas guest message about lost & found — an item left behind, lost, or forgotten during or after their stay ("I left my ... in my room", "I lost my ... during my stay", "how do I get back something I forgot?", "do you have a lost and found?"). Directs the guest to the Caesars / Reunitus online claim portal for Paris (https://app.reunitus.com/lf-pax/caesars/landing?loc=PLV) to submit a claim for their item(s). Informational only — no escalation. Common source: do-not-sync/common/caesars/lost-and-found.md.

Lost & Found — Standard Response

Any guest message about an item left behind, lost, or forgotten during or after their stay at Paris Las Vegas gets the standard response below. The guest is directed to the Caesars / Reunitus online lost-and-found portal to submit a claim. This is informational — do not escalate.

Standard Response

We're sorry to hear that you may have left personal belongings behind during your stay at Paris Las Vegas.

To begin the lost-and-found process and submit a claim for your item(s), please visit the link below:

https://app.reunitus.com/lf-pax/caesars/landing?loc=PLV

Once your claim has been submitted, our team will work to locate your belongings and assist with arranging their return if they are found.

Thank you for staying with us at Paris Las Vegas. We appreciate the opportunity to assist and hope to welcome you back for another memorable stay in the future.

Trigger Phrases

• "I left my phone / charger / jewelry in my room."
• "I lost my ... during my stay."
• "How do I get back something I left behind / forgot?"
• "Do you have a lost and found? / Where is your lost and found?"
• "I think I forgot my ID / clothing in the room after checkout."

Notes

• The Paris lost-and-found claim portal is the Caesars / Reunitus link above (loc=PLV). This link is Paris-specific — do not use another property's link.
• Informational response — do not escalate.

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
Room Upgrade / Extend Stay (incl. adding a night or a later checkout)	Ask for best contact phone number; do not route to the booking channel	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 (shorten, cancel, date shift, room change, primary-name change — not adding nights or an additional guest name)	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt (incl. itemized)	Send the self-service folio response (emailed after checkout; check spam; else caesars.com folio-request link)	Billing dispute / correction / refund; business-invoice format; incidentals hold past timeframe
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 Inquiry / 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