Troubleshooting amenity bookings (staff)
If you hit an error or unexpected state while managing amenities or amenity bookings in URBI Kore, find it below for what it means and how to resolve it. Applies to: property staff and managers using...
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If you hit an error or unexpected state while managing amenities or amenity bookings in URBI Kore, find it below for what it means and how to resolve it.
Applies to: property staff and managers using URBI Kore to configure amenities and manage bookings.
Access Denied screen on the Amenities page
What it means: Your staff account doesn't have the amenities_read_list permission (or the related booking permissions needed for the page you're on).
The Access Denied state:
Access Denied
You don't have permission to view this page.
Fix: Ask a property admin to grant the relevant amenity permissions (e.g. amenities_read_list, amenity_bookings_read_list, process_refunds) to your role. Buttons like "New Amenity" or refund actions only appear once the matching permission (amenities_create, process_refunds, etc.) is granted.
"Deferred deposit requires the KORE plan…"
What it means: You tried to enable "Collect deposit closer to start time" on the Pricing tab, but the property's plan doesn't include deferred-deposit collection.
Fix: Upgrade the property to the KORE plan or higher, or leave deferred-deposit collection off and continue collecting the full deposit at booking time.
"Send-link lead hours are required while deferred deposit collection is on."
What it means: The deferred-deposit toggle is on, but the "send-link lead hours before start" field is empty.
Fix: Enter how many hours before the booking start the deposit-payment link should be sent, then save.
Warning banner: lead-window exceeds min-notice window
What it means: The deferred-deposit send-link lead time is longer than the amenity's minimum advance booking notice, meaning a booking made close to the start time could bypass the deposit-link send.
The warning banner on the Pricing tab:
⚠ Lead window exceeds minimum notice
Some bookings may not receive a deposit link before the start time.
Fix: Lower the send-link lead hours, or raise the amenity's minimum advance notice on the Booking Rules tab, so the deposit link always has time to go out before a booking starts.
"Booking was cancelled" when trying to edit a booking
What it means: You're attempting to change (date/time, payment, etc.) a booking that's already been cancelled. The system blocks edits to cancelled bookings.
Fix: Cancelled bookings are read-only. If the resident needs a new reservation, create a new booking instead.
Can't send another payment reminder (rate limit)
What it means: Payment reminders to residents are rate-limited to prevent spamming the same resident repeatedly.
Fix: Wait before sending another reminder for the same booking. If the resident needs immediate contact, reach out directly outside the app in the meantime.
Keep Deposit / Void failed
What it means: The Keep Deposit or Void action on the Payment & Refunds tab returned a domain-level failure, for example the underlying transaction couldn't be found or the action isn't valid for the booking's current state.
Fix: Refresh the booking drawer and confirm the booking/transaction status on the Audit Log tab. Keep Deposit requires a reason to be entered, make sure it's filled in. If the transaction genuinely can't be located, check the Stripe-side transaction via the linked invoice (if you have accounting access) before retrying.
Rule-violation warnings when creating or editing a booking
What it means: The server re-validates booking rules (capacity, max active bookings, notice window, restrictions, etc.). When you override an availability or rule check on the staff booking flow, any violations are shown as warnings rather than hard blocks.
A rule-violation warning with override:
⚠ This booking exceeds the resident's max active bookings
Fix: Review the specific warning shown. If the booking is still appropriate (e.g. a manager-approved exception), check the acknowledgment box to override and proceed. If not, adjust the booking details so it no longer violates the rule.
409 error / booking-related API errors in general
What it means: Amenity booking APIs return standard error codes: 401 (not signed in), 400 (invalid input), 403 (no permission), 404 (booking/amenity not found), 409 (conflicting state, e.g. editing a cancelled booking), 422 (a domain action failed, like Keep Deposit or Void), and 429 (rate-limited, e.g. payment reminders).
Fix: Match the code to the scenarios above. For 401/403, check your session and permissions. For 404, confirm the booking or amenity still exists. For 400/409/422, re-check the booking's current state and the field you're submitting before retrying.