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Expedia · Message

Masquerade Tower

Autorag source
rio-las-vegas-hotel-casino
Thread ID
20029cd5-0227-45e5-9802-6c02c534d8b7
Message ID
eb87894a-a45f-4ef3-a43a-57712648d9bc
Event ID
d475eebc-f2d7-41cb-88a2-401071722ddd
🧳

Guest message

Received · Jun 10, 2026, 7:17 a.m.

stay-modification

I’ve booked a room and would like to add a friend to my stay. Please let me know if I can do so. Thanks

🏨

Property Response

Sent · Jun 10, 2026, 7:18 a.m.

occupancy-change-policy

Thank you for reaching out to us at Masquerade Tower. To add a friend to your stay, please contact Expedia customer service, as they will be able to assist you with any changes to your reservation. Text Rio Rita at (702) 777-7777 for more information.

Escalation Information
Possible escalation
Yes
Actual escalation
No
Possible escalation reason
RAG retrieval returned escalation file "rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-name-addition-escalations.md" scoring 75% (at or above the 45% escalation threshold).
Actual escalation reason
RAG retrieval indicated escalation, but the guest message tag "stay-modification" is configured as a no-escalation tag for this property.
RAG Context Documents

  1. Source: 1

    Score · 74.50%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-name-addition-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas name additions / guest authorization. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    A. Name additions / guest authorization

    Guest asks:

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

    TAG as name-addition

    Respond with

    Collect name, explain check-in/card requirements, note request

    Escalate when:

    • The guest wants to change the primary guest
    • The guest wants a guarantee that another person can check in without the booker present
    • There is any billing authorization / third-party payment / identity mismatch

  2. Source: 2

    Score · 72.40%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-connecting-rooms-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas connecting rooms / rooms close together requests. Includes guest asks, TAG classification, AI-handleable response, and escalation triggers.

    B. Connecting rooms / rooms close together

    Guest asks:

    • "Can we have connecting rooms?"
    • "Can our rooms be next to each other?"
    • "Can we be on the same floor?"

    TAG as connecting-rooms

    Respond with

    Note preference, advise "traveling together," set no-guarantee expectation

    Escalate when:

    • Guest requires a guaranteed connecting-room commitment
    • There is a family / special-needs situation requiring operational coordination or ADA room

  3. Source: 3

    Score · 70.95%

    rio-las-vegas-hotel-casino/rio-las-vegas-hotel-casino-upgrade-request-escalations.md

    Show source text

    RAG Context: Escalation guideline for Rio Las Vegas upgrade / better room / guaranteed view requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

    C. Upgrades / better room / guaranteed view

    Guest asks:

    • "Can I get an upgrade?"
    • "Any chance of a better room?"
    • "Can I get a renovated room?"
    • "Can I guarantee my bed type"
    • "I booked Room Assigned Upon Arrival - how can I guarantee a bed type"
    • "Can I get a guaranteed strip view?"

    TAG as upgrade-request

    Respond with

    Provide standard upsell info, set availability expectations; for view / high floor / quiet room preferences, note preference with best-effort language

    Before escalating

    Always tell guests this is subject to availability upon arrival. If they want to pay for an upgrade, they can contact their booking platform customer service to check availability.

    Escalate when:

    • The guest wants an actual inventory confirmation
    • The guest wants to confirm a bedding type and pay for an upgrade for a "Room Assigned Upon Arrival" bed type
    • The guest disputes upgrade price
    • The guest wants to pay for an upgrade ahead of arrival

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