flamingo customer-phone-number

RAG Context: Escalation guideline for Flamingo Las Vegas guest messages where the guest's message contains a phone number — i.e. the guest supplies a phone number (their own cell / mobile, a callback number, an alternate contact, or someone else's) or asks to be called or texted at a number (e.g. "Please call me at (702) 555-0199."). The Flamingo automated assistant operates on text-messaging and post-stay review channels and cannot place or receive phone calls or SMS; a guest sharing a personal phone number is requesting — explicitly or implicitly — direct human or voice contact, and is supplying personal contact information (PII) that a person must handle. Every guest message that contains a phone number is therefore an immediate, always-on escalation to a human Concierge. Maps to risk category CUSTOMER PHONE NUMBER (tag CUSTOMER-PHONE-NUMBER) in the master Flamingo Risk Management Framework (flamingo-las-vegas-hotel-casino-escalations.md). All matches require immediate escalation. Do not call or text the number, and do not repeat the full number back in a public reply — acknowledge and route to a human.

Customer-Supplied Phone Number

Guest asks / says:

• "Please call me at (702) 555-0199."
• "My cell is 702-555-0142 — call anytime."
• "Can someone reach me at +1 555 867 5309?"
• "Text me at 5550100123."
• "Here's my number: 555-0188, please follow up by phone."
• "Call my husband at 702.555.0177 to sort this out."
• "I'd rather talk — my number's 555 0150."

Trigger keywords (non-exhaustive): call me at, reach me at, text me at, my number is, my cell is, my mobile is, here's my number, you can reach me on, call my [husband / wife / assistant] at, call me back, give me a call — plus any digit sequence formatted as a phone number in the guest's message: (NPA) NXX-XXXX, NPA-NXX-XXXX, NPA.NXX.XXXX, 7-digit NXX-XXXX, international +CC … / +1 NPA NXX XXXX, or a bare 10-/11-digit run.

Disambiguation: This category fires when the guest supplies or shares a phone number (or asks to be contacted at one). A guest asking for the property's phone number ("what's the front-desk / pool / spa number?") is a routine information request — answer from flamingo-las-vegas-hotel-casino-property-details.md, do not tag here. Do not over-trigger on non-phone digit strings: reservation / confirmation numbers, Caesars Rewards numbers, room numbers, dates, and dollar amounts are not phone numbers. Tag only when the digits are presented as a phone / contact number or paired with a call/text request. When a message both shares a number and raises another issue (billing, safety, complaint), apply both tags.

TAG as customer-phone-number

Respond with

Thank the guest and let them know a team member will follow up. Send a holding reply only (e.g. "Thank you — I've passed your details to our team and someone will be in touch."). Never state that a call or text has been placed, returned, or scheduled for a specific time; do not call or text the number yourself; and do not echo or repeat the full phone number back in the reply — especially on a public review channel — treat it as private contact information.

Before escalating

Do not call or text the guest and do not promise a specific callback time. The LLM is authorized to acknowledge only. Capture in the escalation record: the guest's exact wording, the phone number provided and whose number it is (guest / spouse / assistant), any preferred call or text window, the reason they want to be contacted, the inbound channel, and full reservation details — so the Concierge can make voice/SMS contact.

Escalate when:

• Always. Any guest message that contains a phone number, or any request to be called or texted, is an immediate escalation so a human can make voice/SMS contact and handle the personal contact details — regardless of the reason, tone, or topic. The LLM has no ability to place or receive calls or texts.
• If the phone number accompanies a sensitive issue (safety, injury, theft, health, harassment, legal, billing dispute), escalate under both this tag and the relevant risk-category guide, and flag the higher-severity tier.
• Tag the conversation: [CUSTOMER-PHONE-NUMBER] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

RAG Context: Escalation guideline for Flamingo 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 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 flamingo-las-vegas-hotel-casino-escalations.md. A guest simply asking for the property's general contact info for a routine reason is handled from flamingo-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 a public reply.

Email Contact Requested / Email Address in Message — Escalation

Any Flamingo 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 a human Concierge.

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 echo a full real email address back in a public 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 echo 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 in the escalation record: the guest's exact wording, whether they requested email contact and/or supplied an email (note if it arrived redacted vs. a real address — do not transcribe a full real address into a public field), the reason they want email, the inbound channel, and full 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 is an immediate escalation — the assistant cannot use email and the third-party booking precludes direct email contact, so a human Concierge should be aware and handle any contact details.
• If the email request accompanies a sensitive issue (billing dispute, safety, complaint, legal), escalate under both this tag and the relevant risk-category guide, and flag the higher-severity tier.
• Tag the conversation: [EMAIL-CONTACT] + [TIER LEVEL] + [CHANNEL: Expedia / Booking.com] and route to the Flamingo Concierge queue.

flamingo conduct-harassment

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving sexual harassment by staff or another guest, discriminatory treatment (race, gender, disability, religion, etc.), verbal abuse or threatening behavior from staff, profiling/surveillance/targeting, hostile guest-to-guest interactions, complaints about use of force by security personnel, or ADA accommodations denied or mishandled. Maps to risk category HARASSMENT & CONDUCT (tag CONDUCT-HR) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. The LLM must not investigate, validate, or dismiss the claim.

E. Harassment & conduct

Guest asks / says:

• "I was sexually harassed by a staff member or another guest."
• "I experienced discrimination based on race / gender / disability / religion / orientation."
• "A staff member was verbally abusive / threatening to me."
• "I felt profiled / surveilled / targeted on the property."
• "There was a hostile or aggressive interaction with another guest."
• "I have a complaint about use of force by security personnel."
• "My ADA accommodation was denied or mishandled."

Trigger keywords (non-exhaustive): harassed, sexual harassment, touched me, inappropriate, discriminated, racist, sexist, bias, profiled, staff was aggressive, threatening, yelled at me, abusive, felt unsafe, threatened, intimidated, followed, ADA, disability, accessibility, wheelchair, accommodation denied.

TAG as conduct-harassment

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Do not investigate, validate, dismiss, name staff or other guests, describe internal HR or security protocols, or hint at compensation. Avoid any language that could read as taking sides.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording in the escalation record — wording matters in HR and conduct matters. The concierge will route to property leadership and HR as appropriate.

Escalate when:

• Always. Any mention of sexual harassment, discrimination, verbal abuse, profiling, threatening behavior, security use-of-force, or ADA accommodation failure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [CONDUCT-HR] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.