Reservations at The Grove
You shall only make legitimate reservations in good faith, only for use by you and/or your invited guests and/or others on whose behalf you are authorised to act, and not for other purposes, including without limitation, reselling, impermissibly assigning or posting on third party websites, or making speculative, false or fraudulent reservations, or any reservations in anticipation of demand. We reserve the right to cancel or modify reservations with our discretion for any reason, including where it appears that a customer has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the reservations contain or resulted from a mistake or error, even if such mistake or error is ours.
Standard Hotel Cancellation Policy
Notification of booking cancellation must be received at least 48 hours prior to arrival date to avoid a one night charge. Please note that packages and offers will have specific terms and conditions.
Deposits and Payments
The card used to pay the deposit must be presented when taking the service unless it is a 3rd party agreement.
Please note that check-in will not be permitted without a valid credit card or debit card. On arrival all guests will be required to provide a valid credit card or debit card to guarantee room payment (if not prepaid) as well as extras/incidentals. This card will be utilised to administer a pre-authorisation charge of £200 per room per night, plus the value of any outstanding accommodation for the duration of your visit.
Please note although the card is not fully charged at this stage the authorised monies will be held against the likely purchase. The final form of payment for extras/incidentals may be changed on check-out if you wish, however it should be noted that if you fail to complete your transaction at the point of departure with the same card utilised at check in, it may take up to 30 days for the monies to be released back to your account. Personal credit limits are the responsibility of the credit card holder and we do not take responsibility for any charges incurred as a result of any breach in these limits regardless of the length of time charges are held
Guests without a credit or debit card will not be able to check in.
Check In Times and Resort Fee
Please note check in time for the hotel is from 3pm and check out time is by 11am. Use of Sequoia spa and the Walled Garden facilities is permitted from 1pm on the day of arrival subject to availability. If you would like to use these facilities before 1pm there is a Resort Fee of £30 per person. This fee applies to all guests aged two years and above who are staying in our West Wing Superior, West Wing Deluxe and West Wing Family bedrooms. Payment can be made upon arrival at reception.
Sequoia Spa Reservations
Non-residential guests must book either a full day or evening spa package. All treatments must be guaranteed with a credit card. Notification of Treatment cancellations must be received 24 hours prior to arrival to avoid a 100% charge. Notification of Day Spa Package cancellations must be received 72 hours prior to arrival to avoid a 100% charge.
All online bookings must be prepaid in advance at the time of booking. Should you need to cancel your reservation, please contact the Golf Reservations Team on 01923 294266. Reservations cannot be guaranteed until 30 days prior to the tee time. Your booking will be automatically confirmed unless you hear from The Grove. Cancellations made outside of 48 hours will be issued a refund. Any cancellations made less than 48 hours prior to the booking will be non-refundable and non-transferable. Please note cancellations also apply to a reduction in player numbers. In situations where a booking has been made for less than 4 players, The Grove reserves the right to fill remaining open slots within that tee time. Pace of play is based on 4.5 hours per 4-ball. The British weather can vary from day-to-day, or even hour to hour. Therefore we do not offer a rain check policy. If on the day of play there is inclement weather, for that time of the year we will issue golfers who have pre paid for their rounds with a voucher to return to The Grove at a later date. However, if you make the decision to tee off on such a day we will not offer any refunds or alternative tee times. If you have a voucher for golf, please bring it with you on the day of play. Routine maintenance takes place throughout the year at The Grove. Due to unforeseen climatic changes we are unable to confirm when these works will be taking place and will advise you of any works on arrival.
Some dining reservations require a deposit payable at the time of booking.
Cancellation must be received at least 48 hours prior to the dining date to avoid any charges and receive a refund. The charges applicable are £20 per person for The Lounges, The Glasshouse and Stables Restaurant or £25 per person for Colette’s. We will endeavour to meet all your requests, however please note these are subject to availability.
Detailed terms and conditions for our monthly dining offers can be found at the foot of each page.
The Grove reserves the right to exclude or eject any persons from an event or the hotel premises who it shall reasonably consider to be acting in a manner that is unlawful, offensive, threatening (actual or potential) to other guests or our personnel. We will also take action if we believe that the behaviour of individuals or an entire party may cause or does cause damage to our property or our guest’s or employee’s property. In certain instances the Client will be charged for any actual damage caused. Use of our swimming pools will not be allowed at events where alcohol is being served.
Right to make changes
The Grove reserves the right to make changes, corrections, cancellations and/or improvements to the website and content, and the products, services and programs described therein at any time without notice, including after confirmation of a transaction.
Each Gift Voucher features a unique reference ID code and cannot be extended beyond the expiry date shown on the front of the voucher. Your unique voucher reference ID code, will be required at the point of booking and advance bookings are necessary. It may only be redeemed once in full, may not be exchanged for cash, replaced if lost, and is non-transferable. The gift voucher must be presented upon arrival when redeeming the experience. If not presented, an alternative method of payment will be required. Each Gift Voucher can only be used against the items stated. No change or cash back will be given and no voucher for the difference will be issued. No photocopies will be accepted. Cancellation of a booking with less than 48 hours’ notice will render the voucher null & void. Dates and times are subject to availability. Vouchers may not be valid on selected dates such as Christmas, New Year, Bank Holiday weekends, Easter and Valentine’s Day and supplements may apply during these periods. Vouchers must be used by people over 16 years of age only. Terms & Conditions are subject to change.
The Magna Club
The incentives are valid for the hotel’s fiscal year ending 30th April and all points must be claimed and used by this date. Points are not transferable to the next fiscal year. Prizes must be booked at least one month prior to your preferred date of redeeming the incentive via the Magna Co-ordinator at the property where your membership is held. Points will be sent out to the recipients on a periodic basis in line with the hotel’s financial periods in the form of an email statement. Points can be carried over from period to period within the fiscal year only. If a booking is cancelled or the guest does not arrive, points will not be awarded. However, if the length of stay is reduced or increased, points will be decreased / increased accordingly. Points are awarded on weekday published bedroom rates and on agreed corporate rates. Weekend leisure rates, special promotional rates, group rates and function bedroom rates are not eligible for points. Points are also not awarded for meeting room hire charges that are quoted on a non-inclusive basis. Any variations to this policy will be notified in advance in the form of special promotions. Points are awarded on residential conference packages up to a maximum of 100 points for any one conference. Points are awarded on inclusive day delegate packages up to a maximum of 100 points for any one conference. Points will be awarded for corporate golf days at The Grove only up to a maximum of 100 points. Prizes must be taken as described and cannot be altered or redeemed in any other form. Members may transfer prizes to a third party or a charity. Where a member’s company expressly prohibits acceptance of gifts and incentives in any form, benefits earned from accrued points may be transferred to the company’s social club or committee for distribution. Magna Club membership is offered as a privilege to individuals at the discretion of the hotel. Members changing employment may carry points with them from one company to another, within the current promotion period. However, a new application for membership under the new employer’s name must be made and formally accepted. If no points are awarded in a 6 month period the hotel will write to the member enquiring as to whether they wish to continue their membership. The hotel will account to the Inland Revenue for any basic rate tax payable by the individual claiming the incentive. A certificate will be issued by the hotel confirming the above, which should be kept for submission to the Inland Revenue as a part of that individual’s tax return, should the need arise. All prizes and dates are subject to availability. The hotel reserves the right to offer alternative prizes of a similar value where necessary. Points can be redeemed at any time within the current promotion, but only against prizes offered. In the event of a disagreement, all decisions made by the management of the hotel will be binding. A collection date for wine and Champagne must be arranged with the hotel. The hotel reserves the right to change the terms of the reward system without prior notice. From time to time, we do offer special Magna promotions for increased rewards. These will be automatically communicated to you. Should you choose a Magna reward that includes the hotel booking tickets on your behalf e.g. theatre tickets, and you then subsequently cancel or amend this reward unfortunately your Magna points will not be reimbursed.