Rio Hotel & Casino, a Destination by Hyatt Hotel

RAG Context: Escalation guideline for Rio Las Vegas stay modification or cancellation requests. Includes guest asks, TAG classification, AI-handleable response, pre-escalation guidance, and escalation triggers.

D. Stay modifications or cancellation

Guest asks:

• "Can I change my dates?"
• "Can I extend my stay?"
• "Can I shorten my stay?"
• "Can I change my room type?"
• "Can I combine two reservations?"
• "Cancel my stay"
• "Can I cancel for a refund"

TAG as stay-modification

Respond with

Acknowledge request, gather details (new dates, room type, confirmation numbers)

CSR can handle when:

• The rep is only explaining that modifications may depend on booking channel / policy
• The rep is directing the guest to the proper team / channel

Before escalating

Always tell guests that if they booked on a third party, they need to contact the third-party booking site customer service to modify, change, or cancel the stay.

Escalate when:

• The reservation cannot be modified by the third party
• Dates, room type, occupancy, or confirmation structure must be changed
• There is a third-party booking complication

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

RAG Context: Escalation guideline for Rio Las Vegas guest messages where the guest confirms, accepts, authorizes, or agrees to a fee or charge (as opposed to disputing one) — connecting / adjoining room fees, room upgrades, early check-in or late checkout fees, resort fees, parking, pet fees, rollaway or extra-guest charges, extra-night charges, and any "per room / per night" or "extra fee" the guest agrees to pay (e.g. "Yes, we'd like to confirm the adjoining rooms for the extra fee of $20 per room, per night."). The LLM cannot process payments, apply charges, or guarantee paid add-ons or availability, so every confirmation is always escalated to the property team to action. Includes guest asks, TAG classification, the approved response, prohibited claims, and escalation triggers.

Confirmation of a Fee or Charge

Guest asks:

• "Yes, we'd like to confirm the adjoining rooms for the extra fee of $20 per room, per night."
• "Go ahead and add the [resort fee / early check-in / late checkout / upgrade] charge."
• "We accept the $X fee — please confirm."
• "Charge me for the [rollaway bed / pet fee / parking / connecting rooms / extra guest]."
• "That's fine, add it to my bill."
• "Confirmed — proceed with the upgrade at the quoted price."
• "Yes, we agree to the additional cost."

TAG as confirm-fee

Respond with

Thank the guest and acknowledge the fee they accepted. Set the expectation that a team member will finalize the arrangement and apply the charge. Do not confirm the charge is applied or that the room / upgrade / add-on is secured.

Before escalating

Do not apply, process, or confirm the charge, and do not guarantee the booking change. Capture the exact charge accepted, the amount, the unit (per room / per night / one-time), what it is for, and the reservation details.

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

• That the charge has been applied, processed, or posted
• That the room, upgrade, connecting rooms, or any paid add-on is secured, guaranteed, or booked
• That payment has been taken or the card has been charged
• That availability has been confirmed

Escalate when:

• Any guest acceptance, authorization, or confirmation of a fee, surcharge, add-on, or paid request — always escalate so the property team can apply the charge and confirm the arrangement.
• Disputes or requests to remove an existing charge are billing-issue, not confirm-fee — see rio-las-vegas-hotel-casino-billing-issue-escalations.md.