CANCELLATION POLICY: Sticking to the Plan (With Rare Exceptions)

At The Grove, we have a clear and fair cancellation policy—one that both we and the guest agree to at the time of booking.  This ensures consistency, avoids confusion, and, most importantly, makes sure we get paid NOW.

Occasionally, extraordinary circumstances arise, and a credit for a future stay may be approved. However, this is the exception, not the rule, and must be approved by management.

This policy outlines the standard cancellation process, as well as how to handle approved credits for future stays.

Why It Matters:

• Protects our revenue—cancellations impact our bottom line, and enforcing the policy ensures we don’t lose out.

• Maintains fairness—guests agree to the terms when booking, and we uphold them.

• Provides structure for exceptions—credits are only granted in rare cases and are managed properly.

Who This Applies To:

• Front Desk Team – Responsible for processing cancellations and issuing credits when approved.

• Management – Approves any exceptions to the standard cancellation policy.

Your Role as a Team Member:

✅ Follow the Cancellation Policy – Guests are responsible for their reservation. If they cancel within the penalty period, a Late Cancellation Fee applies.

✅ If a guest cancels before the penalty period, they can cancel without charge.

✅ Rare Exceptions Require Management Approval – Only extraordinary circumstances (medical emergencies, severe weather disruptions, etc.) may qualify for a credit instead of a cancellation fee. Mostly, we tend to recognize repeat visitors or those that booked direct for these types of exceptions. We ALWAYS consider the best interests of the business first.

✅ Get Paid Now – If a credit is approved, the amount will be moved forward for a future stay, not refunded.

✅ Document Everything – Ensure proper tracking of all cancellations, charges, and credits in WebRez.

STANDARD CANCELLATION PROCESS

If a guest cancels within the penalty period, follow these steps:

📌 Step 1: Apply the Late Cancellation Fee

• In WebRez, add an Incidental Charge to the reservation for the room rate of the first night.

• This charge ensures we collect the penalty as agreed.

📌 Step 2: Cancel the Reservation

• Under "Edit", cancel the reservation and note the reason for cancellation (Cancellation Code).

• Example: Guest cancelled via email/tel.

📌 Step 3: Adjust the Balance as Needed

• Check if payment still needs to be collected or if the remaining balance is in a refundable position.

• If a refund is due, process it accordingly.

HANDLING AN APPROVED CREDIT (MANAGEMENT APPROVAL REQUIRED)

If a credit is approved instead of a cancellation fee, follow these steps:

📌 Step 1: Create a Gift Certificate in WebRez

• Generate a Gift Certificate under the guest’s name.

• Include details: the original reservation number and the reason for the credit.

• The Credit Value should match the credit balance amount.

📌 Step 2: Apply the Credit Value as Payment on the Gift Certificate

• In WebRez, apply the credit as a payment using:

  • Payment Type: "Other"

  • Sub-Type: "Transfer from Reso"

📌 Step 3: Adjust the Original Reservation

• On the canceled reservation, apply a negative payment for the same amount.

• Note the Gift Certificate number and the reason for the credit.

📌 Step 4: Inform the Guest

• The guest must understand that this is a future stay credit, not a refund.

• Provide them with the Gift Certificate number for future reference.

FINAL NOTES FOR THE TEAM:

✅ Stick to the policy—exceptions should be rare.

✅ If in doubt, escalate to management before proceeding.

✅ Ensure all documentation is clear—proper tracking prevents future issues.

✅ Credits move forward, not backward—our goal is to get paid now.

Let’s keep cancellations structured, fair, and hassle-free! 🚀