Managing amenity bookings: edits, payments, refunds, and deposits
How to use the Amenity Booking drawer in URBI Kore to edit times, take payments, issue refunds, keep deposits, and review the audit log.
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The Amenity Booking Drawer lets you edit a booking's date, time, and duration, take a payment, issue per-line refunds, keep a damage deposit, and review the full audit trail, all without canceling and rebooking. Open it from the bookings list by clicking any row.
The drawer is organized into four tabs: Overview, Payment & Refunds, Edit Date & Time, and Audit Log. The tabs you see depend on the booking's state and your permissions.
Editing date, time, and duration
Open the Edit Date & Time tab. This tab is available on any active booking you have permission to update; it is hidden once a booking is cancelled or has ended.
How to adjust
Pick a new date from the date selector.
For free-form bookings, set a new start time and either drag the duration adjuster or type a new duration. Duration snaps to 15-minute increments.
For time-slot bookings, select one or more contiguous slots.
The day calendar on the right shows other bookings on the same day so you can spot conflicts at a glance.
Rule-violation chips
As you change the date or duration, warning chips appear below the picker if the new window breaks an amenity rule. You can still save the change; the chips are advisories, not blockers, but you should review each one first:
Outside open hours: the new window falls outside the amenity's operating hours.
Exceeds maximum duration: the booking is longer than the amenity's max-continuous-booking limit.
Time window is full: the slot is at capacity (max concurrent bookings reached).
Other bookings overlap: one or more other bookings sit in this window, but capacity hasn't been reached yet.
Auto-calculated pricing delta
If the amenity has an hourly rate and the booking is already paid, a Pricing change card appears as soon as your edit changes the duration. It shows the old charge, the new charge, and the difference:
Green +$X to charge: the new duration is longer. The save button changes to "Send payment link & save". A payment link is emailed to the member; the booking times are not updated until the additional charge is paid.
Red −$X to refund: the new duration is shorter. The save button changes to "Refund $X & save". The refund posts to the original payment method, and the booking times update immediately.
Important rule: when an edit requires an additional charge, the booking's date and time do not change until the member completes payment. This prevents members from "claiming" a longer window without paying for it. If you need the new time held immediately, take payment in person or cancel and rebook.
If the booking has already ended, all date and duration controls are disabled.
Taking a payment
The Payment & Refunds tab is your central place for charges and refunds. When a booking is awaiting payment, the tab shows the quoted line items along with the Send payment reminder button, which emails the member a fresh checkout link. Reminders are rate-limited to prevent accidental spam.
Verify with Stripe
If a member completed payment but the drawer still shows Awaiting payment, click Verify with Stripe. The drawer queries Stripe directly and reconciles the local record if the payment is confirmed on Stripe's side. Use this when:
A member says they paid but the drawer disagrees.
A webhook delivery was delayed (sync lag during outages).
You see Awaiting payment right after a successful checkout.
The drawer auto-runs Verify with Stripe every time you open a booking that's still in progress, so most sync-lag cases resolve themselves.
Issuing a refund
Refunds require the process refunds permission. There are two refund flows:
Per-line-item refund
Click Refund on the line item you want to refund.
Enter an amount. You cannot exceed the line's remaining balance. Click Max to pre-fill the remaining amount.
Add an optional reason. Reasons are stored on the audit event.
Click Refund $X to confirm.
To refund multiple lines in one batch, click Refund multiple items at the bottom of the tab, then check the lines and amounts you want to refund. The selection bar at the bottom shows the running total.
Refund entire purchase
Click Refund entire purchase to refund every remaining balance across all line items in a single confirmation. Add an optional reason in the dialog before confirming.
What the member sees
Every refund triggers a push notification and an email to the member, showing the amount refunded and which line items were affected. Refunds post to the original payment method through Stripe; settlement timing depends on the card network.
Keeping a damage deposit
If a member damages an amenity, leaves it dirty, returns equipment late, or violates a rule, you can keep all or part of the deposit instead of refunding it.
On the deposit line item, click Keep deposit.
Enter the amount to keep (up to the remaining deposit balance).
Pick a category: Cleaning beyond normal, Property damage, Lost key or fob, Rule violation, Late return or overtime, or Other.
Write a reason (minimum 20 characters).
Optionally attach up to 10 photos as evidence (JPEG, PNG, or WebP, max 10MB each).
Check the acknowledgement box and click Keep deposit.
The member receives a push notification and email with the category, the kept amount, and the attached photos. Kept-deposit funds stay on the connected Stripe account until you decide otherwise.
Reversing a keep
A keep is fully reversible as long as the connected account has enough available balance. On the deposit line item, click Reverse keep and confirm; the funds are refunded back to the member's original payment method. If the connected account doesn't have enough balance yet, you'll see a "balance insufficient" message; try again once funds settle or top up the account.
Audit log
Every action on the booking (edits, charges, refunds, keeps, reversals, cancellations, payment reminders) is recorded with the actor, the timestamp, the dollar amount where applicable, and any reason you entered. Open the Audit Log tab to review the full history. Staff viewers see this tab automatically; it isn't visible to members.
FAQ
Why didn't the booking times change after I shrunk it and refunded?
They did. When the new duration is shorter, the refund and the new times are saved together in one step. If the times still look like the old ones, refresh the drawer; you may be viewing a stale cache. If a payment was required (longer duration), times don't change until payment is confirmed.
Can I save an edit even though there's a rule-violation warning chip?
Yes. The chips are advisories, not blockers. They exist so you make an intentional choice, for example deliberately booking a member into a full window for a special event, or allowing an over-limit duration for a board meeting. The action is recorded in the audit log with you as the actor.
Stripe shows the payment as captured but the drawer still says "Awaiting payment". What now?
Click Verify with Stripe. The drawer queries Stripe in real time and reconciles the local record if Stripe confirms the charge. This usually happens when a webhook is delayed; verification resolves it in seconds. If the drawer still disagrees after running verification, check the Audit Log for any error events and contact support with the booking ID.
Can a member receive a payment link without me sending one manually?
Yes. Checkout links are sent automatically when a booking is created and when an edit produces a positive pricing delta. Send payment reminder is for nudging members who haven't acted on the original email.
What happens to a kept deposit if the booking is later cancelled?
Nothing automatic. Kept deposits and cancellations are independent ledger entries. If you cancel a booking after keeping the deposit, the keep stays in place until you reverse it manually. Use the Audit Log to confirm the final state.