Paris Las Vegas Resort & Casino

J — Noise, Neighbor & Safety Complaints

Trigger Phrases

• "The room next door is too loud / there's a party."
• "I don't feel safe."
• "There's suspicious activity on my floor."
• "I had an accident / there was an incident in my room."

Security Team — available 24/7: Guests with immediate safety concerns should be directed to the Security Team, reachable from the in-room phone (Security or Guest Services button) or by calling the property at (702) 946-7000. The property has EMTs on staff and can contact EMS for transport if needed. All safety, medical, and injury incidents must also be escalated to the hotel team regardless of whether the guest has already contacted Security.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the seriousness of the concern immediately. Direct guest to the front desk or Security (via the in-room phone or (702) 946-7000) for immediate help. Express empathy and reassure the guest.	Any safety, medical, or injury incident — always escalate. Noise/security issue where front desk intervention is needed. Front desk or Security unreachable or issue unresolved. Any message mentioning injury, theft, or property damage.

K — Billing Issues & Charge Disputes

Trigger Phrases

• "I was charged incorrectly / I don't recognize this charge."
• "Can you remove this fee?"
• "I want a refund."
• "My deposit hasn't been returned."

Rule — always escalate billing disputes: The LLM does not have authority to adjust charges, issue refunds, or confirm billing corrections. Any billing-related complaint must be escalated to the hotel team.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the concern professionally. Gather relevant billing details and document them. Remind the guest that debit holds take several business days to release.	Any billing correction, dispute, or refund — always escalate. Unrecognized charges or request to remove a fee. Incidentals deposit not returned within the expected timeframe.

L — General Complaints & Compensation Requests

Trigger Phrases

• "This stay has been terrible."
• "I'm unhappy with the service."
• "No one is helping me."
• "I want compensation / points / a refund for this experience."

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Empathize sincerely with the guest's experience. Apologize without assigning fault or making promises. Document the issue thoroughly.	Compensation of any kind is requested. Multiple service failures are described. Guest is emotionally escalating or expressing distress. Guest threatens to leave a public review about the issue.

Required Fields in Every Escalation Email

• Guest First & Last Name
• Reservation ID / Confirmation Number
• Booking Channel (Expedia / Booking.com / direct)
• Arrival Date & Departure Date
• Nature of Request / Issue (detailed)
• Guest Contact Phone or Email (where applicable)

G — Invoice / Folio / Receipt Requests

Trigger Phrases

• "Can you send me my invoice / receipt / folio?"
• "I need an itemized folio / itemized bill / itemized receipt."
• "I haven't received my incidentals deposit back."
• "I was overcharged / there's a charge I don't recognize."

Standard response — send this for any folio / invoice / receipt request, including itemized: "Your invoice will be emailed to you automatically after checkout. If you have not received your invoice, please check your spam or junk folders. If you still cannot find it, please visit https://www.caesars.com/help-and-support/hotel-folio-request." This is self-service — do not escalate a folio / itemized request. Debit card holds may take several business days to release. For any billing change or dispute, the front office team must be involved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Send the standard folio response above for any folio / invoice / receipt request, including an itemized folio, bill, or receipt (caesars.com self-service link; no escalation). Note that debit card holds take several business days to release.	Guest disputes a charge or requests a correction. Guest requests a refund. Business invoice format required (a company-addressed invoice the self-service folio cannot produce). Incidentals hold not released after the expected timeframe.

H — Room Issues & Housekeeping

Trigger Phrases

• "My room is dirty / has a bad smell."
• "The AC / heater / TV / lights aren't working."
• "There's something broken in my room."
• "We need more towels, linens, pillows, or amenities."
• "There are bugs / the room is unacceptable."

Always direct to front desk first: Ask the guest to contact the front desk directly — by calling Guest Services or using the Laurel in-room text feature — before escalating. Escalate only if the front desk was already contacted and the issue remains unresolved.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Apologize sincerely and acknowledge the inconvenience. Gather full details of the issue. Direct guest to front desk or Laurel in-room text service. Reassure the guest that the team will assist.	Front desk already contacted and issue is unresolved. Issue impacts guest safety or health. Guest requests a room move, repair, or compensation. Guest is in-stay with an urgent problem needing immediate attention.

I — Maintenance Requests

Trigger Phrases

• "Can someone fix the AC / heater?"
• "The sink / shower / toilet isn't working."
• "The safe / TV / WiFi isn't working."
• "There's a maintenance issue in my room."

Always direct to front desk first: Guests should call Guest Services or use Laurel in-room texting for immediate Engineer dispatch. Escalate only if the front desk was unresponsive or the issue persists.

✓ LLM Responds Directly	⚠ Escalate to Human Concierge
Acknowledge the issue and express regret. Direct guest to front desk (call) or Laurel text to request Engineer dispatch. Collect issue details for documentation.	Repair is needed and front desk has not responded. Guest already contacted front desk and issue remains unresolved. Issue is impacting guest safety.

J — Noise, Neighbor & Safety Complaints

Trigger Phrases

• "The room next door is too loud / there's a party."
• "I don't feel safe."
• "There's suspicious activity on my floor."
• "I had an accident / there was an incident in my room."

RAG Context: Escalation guideline for Paris Las Vegas Resort Casino serious customer-safety and security incidents — physical assault, attack, being hit/punched, a fight or altercation, injury or medical emergency, threats, intimidation, harassment, stalking, weapons, robbery or theft with a safety element, sexual assault or harassment, being filmed/recorded without consent, an intruder or unauthorized entry into a guest room, a spiked drink or suspected drugging, or any guest who says they feel unsafe, scared, or in danger. These are ALWAYS escalated to a human and are never resolved by an automated reply. Includes guest asks, TAG classification, the approved empathetic safety acknowledgement, prohibited claims (do not say security or police were contacted or that an investigation started unless actually verified), and escalation triggers.

S. Serious customer-safety & security incidents

Guest asks:

• "I was assaulted / attacked." / "Someone hit / punched / pushed me."
• "There was a fight / a physical altercation."
• "I was injured / hurt / I'm bleeding." / "I need medical help / an ambulance."
• "Someone threatened me." / "I'm being harassed / stalked / followed."
• "Someone has a weapon / a gun / a knife."
• "I was sexually assaulted / groped / touched inappropriately."
• "Someone filmed / recorded / watched me without my consent."
• "Someone tried to break into my room." / "A stranger got into my room." / "My room was entered without permission."
• "I was robbed / mugged." / "Someone stole my things and I don't feel safe."
• "I think I was drugged." / "My drink was spiked."
• "I feel unsafe." / "I'm scared." / "I fear for my safety." / "There's a dangerous person near my room."

TAG as guest-safety-incident

Respond with

Acknowledge with genuine empathy and treat it as urgent. Put the guest's immediate safety first: if anyone is in immediate danger, injured, or there is a crime in progress, tell them to call 911 right away. For on-site help, ask them to contact the front desk immediately — dial the front desk from the room phone, go to the front desk in person, or call the hotel at (702) 946-7000 — so security and management can respond. Keep the reply brief, calm, and supportive.

Before escalating

This is ALWAYS escalated. Do not attempt to resolve a safety or security incident with an automated reply. Provide only the immediate-safety guidance above (911 for emergencies; front desk / hotel line for on-site help) and route the message to a human.

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

• That security, a manager, or the police have been contacted, notified, or dispatched
• That an investigation or report has been started, or "I am escalating this"
• That anyone "will reach out," "will be in touch," or "will follow up"
• That the incident has been logged, reviewed, or resolved

Escalate when:

• The guest reports any physical assault, attack, fight, or act of violence
• The guest reports any injury, medical emergency, or need for medical attention
• The guest reports a threat, intimidation, harassment, stalking, or a weapon
• The guest reports sexual assault, sexual harassment, or being recorded / observed without consent
• The guest reports theft, robbery, an intruder, or unauthorized entry into their room
• The guest reports being drugged, a spiked drink, or any suspected crime
• The guest states — for any reason — that they feel unsafe, scared, threatened, or in danger
• In short: ALWAYS escalate any report involving harm, a crime, a threat, or a guest's personal safety. There is no "CSR can handle alone" case for a genuine safety or security incident.