OTA BOOKINGS: New Policy = More Time for WOW!s

We've all been there (and if you haven't, you will) — a guest books through Expedia or Booking.com, then calls us in a panic to update or cancel their reservation. And while our instinct is to jump in and help (because hospitality runs in our veins), the truth is: we're stuck.

🚫 Here's why OTA (Online Travel Agent) bookings are tricky:

• We can’t make changes to OTA reservations — even if we wanted to. The platforms don’t allow it.

• Helping often = wasted time — long hold music, no solutions, and way too much frustration.

• Mistakes = $$$ — we’ve had incorrect charges, no-shows, and unnecessary commission fees because of OTA miscommunications.

So… it’s time for a new game plan.

✅ THE OFFICIAL GROVE POLICY (Effective Immediately)

We do not call OTAs on behalf of guests.

If a guest needs to change or cancel their reservation, they must do it themselves via the platform they booked with (Expedia, Booking.com, etc.).

Here's what to say, with kindness and clarity:

“Because your reservation was made through [Expedia/Booking.com], any changes must be made directly through their platform or by calling their customer service. Unfortunately, they don’t allow us to make changes on your behalf. Please let us know once it’s updated and we’ll take it from there!”

This way, we’re helpful but holding boundaries — because that’s how we keep things running smoothly for everyone.

📝 Always Document!

• Log the conversation details in the reservation notes (date, time, and summary).

• Send the OTA email template (saved in Dropbox under “Email Templates”).

• Email any related correspondence (guest replies, OTA confirmations, etc.) to:📩 OTA@TheGrove.RocksThis helps us track changes and avoid paying commissions we shouldn’t.

  
  

🎯 Why This Matters

This isn’t about doing less — it’s about doing smarter. When we free up time from these black hole phone calls, we can focus on what we actually can control:

🌟 Delivering amazing, memorable, in-person service.

💬 Responding quickly to guest needs.

💥 Creating WOW! moments.

Yes, some guests will be frustrated. (We know OTA customer service isn’t exactly award-winning.) But this just might be the perfect reminder for them to book directly with us next time — for more flexibility and better service.

Thanks for being awesome, for staying consistent, and for always showing up with cool vibes and professional pride. 🖤

Let’s keep doing what we do best.

— Jennifer