If Suzy's confidence in an answer falls below a set threshold, she replies with something like: "I want to make sure I give you the right info - let me check with the front desk for you." She does not guess or improvise a plausible-sounding answer.
This usually means the guest asked something that isn't in your FAQ bank yet. Check your message log (Dashboard > Logs) periodically for these moments - they're the best signal for what FAQ to add next.