{"id":"cx-hotel-late-checkout-reply","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"beginner","title":"Answer a late-checkout request using the tiered policy","free":false,"task":"You work the front desk at Lakeview Hotel. Reply to Mr. Dube in plain text, under 85 words. First line exactly \"Hi Mr. Dube,\" and last line exactly \"Front Desk, Lakeview Hotel\". Offer the one option his tier allows, say when it is confirmed, and say what 4 PM would cost. Promise nothing that is not guaranteed.","materialLabel":"Your material (attached to your prompt automatically)","material":"REQUEST (Nov 6, via the app) from Mr. Tendai Dube, Silver member, room 412, checkout Sunday Nov 8:\n\"Can I have a late checkout of 4 PM on Sunday? My flight leaves at 8 PM.\"\n\nLATE CHECKOUT POLICY\n- Standard checkout: 11 AM.\n- Gold and Platinum members: complimentary checkout until noon, guaranteed.\n- Silver and non-members: checkout until 2 PM for $25, subject to availability. Confirmed at 8 AM on the day of checkout, not before.\n- After 2 PM: charged a full extra day at the room rate ($180).\n- Luggage storage is free at the front desk all day.\n\nFront desk comment: 'We're not full Sunday, just say yes to 4 PM.' (Not the policy.)","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Saying yes to 4 PM","why":"The front desk comment tempts the AI to approve it.","fix":"Say: \"4 PM is a full extra day at $180. Do not approve it.\"","checks":["r2"]},{"title":"Guaranteeing the 2 PM","why":"The AI says 'we'll have it ready for you'.","fix":"Say: \"2 PM is for $25, subject to availability, confirmed at 8 AM.\"","checks":["r1"]},{"title":"Generic greeting and sign-off","why":"The AI starts 'Dear Guest'.","fix":"Give both lines exactly.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"States the tiers","patterns":["\\$25","2 pm","subject to availability"]},{"label":"Says what 4 PM costs","patterns":["\\$180","full (extra )?day"]}],"hint":"Tiered policies need the AI to pick the tier that applies and not to be generous. State the option, the confirmation time and the price of the rest.","rubricLabels":["The first line is exactly \"Hi Mr. Dube,\" and the last line is exactly \"Front Desk, Lakeview Hotel\"","Offers checkout until 2 PM for $25, subject to availability and confirmed at 8 AM on Sunday, without guaranteeing it","Says 4 PM would be charged as a full extra day at $180, and mentions free luggage storage; does not say 4 PM is approved"]}