RAG Context: Escalation guideline for Rio Las Vegas room issues / housekeeping quality and condition requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

H. Room issues / Housekeeping (quality / condition)

Guest asks:

• "My room is dirty."
• "The AC/heater isn't working."
• "There's a bad smell in the room."
• "Something is broken (TV, shower, lights)."
• "This isn't the room I booked."
• "The room is too noisy."
• "There are bugs / this room is unacceptable."
• "Can someone clean my room?"
• "We need more towels / linens."
• "Can you restock amenities?"
• "We need extra pillows / blankets."

TAG as room-issue

Respond with

Apologize, gather details, reassure guest; for housekeeping requests (cleaning, towels, amenities), clarify request details

Before escalating

Ask guests to contact Rio Rita at (702) 777-7777 for housekeeping, maintenance, or broken in-room issues.

Must escalate when:

• The guest has already called Rio Rita or the front desk and no one answered / no one came to fix the issue
• The issue impacts stay quality or safety
• The guest requests a room move
• The guest requests a repair
• The guest requests compensation

RAG Context: Escalation guideline for Rio Las Vegas invoice / folio / receipt requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

G. Invoice / folio / receipt requests

Guest asks:

• "Can you send me my invoice?"
• "Can I get an itemized folio?"
• "Can you resend my receipt?"
• "Can you fix a charge on my bill?"
• "I have not seen my incidentals deposit"
• "Over charged for my stay"

TAG as invoice-request

Respond with

Route guest to Rio Rita for the actual folio / invoice and explain who issues it

Escalate when:

• Guest needs the actual folio / invoice
• Guest requests itemization
• Guest inquires about their refund
• Guest disputes or wants charge corrections
• Guest needs a customized business-format invoice

RAG Context: Escalation guideline for Rio Las Vegas 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 assistant operates on the booking channel's text-messaging and 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 the property team. Tag EMAIL-CONTACT. A guest simply asking for the property's general contact info for a routine reason is handled from rio-las-vegas-hotel-casino-property-details.md. Always escalate on trigger; do not email the guest and do not echo a full real email address back in the reply.

Email Contact Requested / Email Address in Message — Escalation

Any Rio Las Vegas guest message that asks to communicate by email, asks for the property's email, offers or shares an email address, or that contains a string that looks like an email — including a redacted email such as ----@--------.--- — is an always-on escalation. The assistant cannot send or receive email, and the booking was made through a third-party provider, so direct email communication is not possible. Send the standard response below (which states this) and escalate to the property team.

Email Contact Requested / Email Address in Message

Guest asks / says:

• "Can you email me the details?" / "Please reply by email."
• "What's your email address?" / "Is there an email I can reach you at?"
• "I'll email you." / "Let me give you my email."
• "Here's my email: ----@--------.---" (platform-redacted)
• "Contact me at ****@**."
• "My email is jane.doe@example.com." (a real address comes through)

Trigger keywords / patterns (non-exhaustive): email me, by email, via email, reply to my email, send it to my email, what's your email, your email address, I'll email you, here's my email, contact me at — plus any email-shaped token, redacted or real: <mask>@<mask>.<mask> where each <mask> is a run of repeated masking characters (-, *, x / X, #, •) — e.g. ----@--------.---, ****@*****.***, xxxx@xxxxx.xxx — or a real address local@domain.tld.

Disambiguation: This tag is for a guest who wants to communicate by email or who supplies an email address (real or platform-redacted). A guest asking whether their folio / receipt / invoice will be emailed after checkout is a routine billing-info request — handle via the invoice / folio flow, do not tag here. Do not repeat a full real email address back in the reply — treat it as private contact information.

TAG as email-contact

Respond with

State that email communication is not possible because the booking was made through a third-party provider, and offer to continue helping on the current channel. Do not send or promise an email, and do not repeat a real email address back. Standard response:

"Thank you for reaching out! Unfortunately, we're unable to correspond by email for this reservation, as your booking was made through a third-party provider. We're glad to assist you right here through this channel — please share anything you need and we'll be happy to help."

Before escalating

Do not email the guest and do not promise email follow-up. Capture the guest's exact wording, whether they requested email contact and/or supplied an email (note if it arrived redacted vs. a real address), the reason they want email, the inbound channel, and the reservation details.

Do not claim (unless actually verified and a real escalation has been created and routed)

• That an email has been sent, received, or scheduled
• That the team will follow up by email
• That the matter will be handled / resolved by email
• That the guest's email has been saved to their reservation

Escalate when:

• Always. Any request to communicate by email, any request for the property's email, or any email-shaped token (redacted or real) in a guest message — always escalate so the property team is aware and can handle any contact details. The assistant cannot use email and the third-party booking precludes direct email contact.
• If the email request accompanies a sensitive issue (billing, noise / safety, room issue), also tag the matching escalation guide (e.g. rio-las-vegas-hotel-casino-billing-issue-escalations.md).