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GROUP BLOCK POLICY: What You Need to Know

Updated: Mar 20

Group stays can be a blast—but only when they’re well-organized. This policy ensures that groups booking at The Grove Hotel or The Grove Motel have a smooth, hassle-free experience while keeping things fair for all guests.


Here’s what you need to know when handling a Group Block request:


Why It Matters: Groups bring big opportunities but can also come with big expectations. This policy keeps things organized, efficient, and fair—so every guest, group or not, has a great stay. It also helps protect inventory, ensure proper payments, and avoid last-minute surprises.


Who This Applies To: This policy applies to any guest booking a Group Block at The Grove Hotel or The Grove Motel. You’ll need to follow these guidelines when managing Group Blocks.


Your Role as a Team Member

Group Blocks are set up by designated team members, so you don’t need to know every step of the process—but it’s crucial that you understand the policy so you can answer guest questions confidently.


Handling Group Block Inquiries:

📧 When an inquiry comes in (via email, phone, or in person), collect the guest’s email and send them the Group Inquiry Email Template.

✍️ Customize the template based on their request—if they mention a family reunion, don’t reference a wedding. A small detail, but it makes a big difference!


Managing Group Blocks:

📅 Keep an eye on Group Blocks to track important dates, prevent last-minute issues, and ensure a smooth booking process.

🔑 Making Reservations Under a Group Block?

  • If a "secret code" is set up, the guest must provide it to book. This gives the original booker control over who reserves rooms under their block.


❗ If an issue comes up, or you’re unsure about something, escalate it to Erika or email groups@TheGrove.Rocks.


HOW GROUP BLOCKS WORK: A Quick Breakdown

🏨 What’s Included – We hold a block of rooms based on the group’s needs and our availability. The final room selection is up to us, but we’ll keep their group together while considering other bookings.


💰 Rates & Fees –

  • Room rates are locked in until the Release Date (see below).

  • A $20 Admin Fee per room applies at setup. This is refunded if the room is booked but forfeited if left unbooked.


📅 Important Dates to Remember –

  • Release Date: Any unbooked rooms are automatically released 60 days before the event. After that, rooms may still be available, but at current rates.

  • Minimum Stay Requirements:

    • The Grove Hotel: Two-night minimum on weekends from May 1 – Sept 30.

    • The Grove Motel: Two-night minimum on weekends from July 1 – Aug 31.


🕒 Check-In & Check-Out –

  • Check-in: 4:00 PM | Check-out: 11:00 AM

  • Early check-ins & late checkouts are NOT available for Group Blocks.


💳 Payment & Cancellations –

  • 50% Deposit required at the time of booking.

  • Cancellation Fees:

    • More than 7 days before check-in: Deposit refunded (minus admin fee).

    • 7 days or less: Charged one night’s stay + admin fee.

    • Any bookings made within 7 days of check-in are non-cancellable and charged in full.


📌 Admin Fee Refunds: The $20 Admin Fee per room is refunded to the original booker after the 60-day mark, but only for booked rooms. Unbooked rooms forfeit the fee.



THE FULL POLICY

For full details, see the attached Group Block Policy document.




FINAL NOTES FOR THE TEAM:

✅ Stay proactive—monitor group block reservations and enter any new reservations accurately - colour coding, proper information, proper notes.

✅ Be clear and confident—guests should know exactly what to expect.

✅ Escalate concerns early—if something seems off, flag it with a manager.


Let’s keep group bookings smooth, efficient, and fun! 🚀



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