FAQ: Amenity bookings

Common questions about booking, paying for, and managing amenity reservations in URBI.

For residents

When is my card charged for a booking?

For paid amenities, payment is collected through Stripe when you confirm the booking (supporting Apple Pay, Google Pay, and 3-D Secure where required). If the amenity has a deferrable deposit and you leave "Pay deposit now" off, only the booking fee is charged then, the deposit is collected later, closer to your start date.

Why isn't my deposit charged yet?

Some amenities let deposits be collected closer to the start date instead of at booking time. If you leave the "Pay deposit now" toggle off during booking, your booking is confirmed for the fee only, and you'll get a payment link (and can pay early any time from the amenity) before your deposit is due.

How do refunds get back to me?

Refunds are returned to your original payment method. While a refund is processing you'll see a "Processing refund…" indicator, you can close the app and you'll get a push notification and email once it's done, with a "Refund confirmed" status.

Why does my booking say "Pending"?

Some amenities require staff confirmation before a booking is final. You'll get a "…submitted and is pending confirmation" push notification, and the order will show a Pending status until staff confirm it.

Can I book past the amenity's maximum length?

No. The date/time picker enforces the amenity's maximum continuous booking length (for multi-day/overnight amenities), attempting to select a longer range shows a message that it exceeds the maximum booking length.

Are Apple Pay and Google Pay supported?

Yes, both are available alongside saved cards when paying for a booking or a due deposit.

Can I edit or cancel a booking any time?

Paid bookings can be edited up until 48 hours before the start time. Inside that window, the booking is frozen and you'll need to contact your property management directly to make changes.

For staff

What does "Manual" payment method mean when creating a booking?

Manual is one of the payment options in the staff booking flow (alongside Card via Stripe and Void). It's for recording a payment collected outside Stripe, cash, check, etc., and requires selecting a payment method and lets you add an optional reference.

What's the difference between Manual and Void?

Manual records that payment was collected outside the app. Void books the reservation without charging anything at all.

What happens to existing bookings when I put an amenity into maintenance?

The status-change wizard prompts you with decisions for existing bookings when transitioning an amenity's status (active/inactive/maintenance), you're walked through what should happen to bookings affected by the change at that time.

Does deferred deposit affect the booking fee?

No, the booking fee is always charged at booking time regardless of deferred-deposit settings. Only the deposit portion can be deferred and collected later via a link sent a configurable number of hours before the start.

Why do I see a warning about the deposit lead window?

If the deferred-deposit "send-link lead hours" is set longer than the amenity's minimum advance booking notice, a booking made close to its start time might not leave enough time for the deposit link to go out. The Pricing tab flags this with a warning banner so you can adjust either setting.

Can I override a booking rule violation?

Yes. When the staff booking flow flags a rule violation (e.g. exceeding max active bookings), it's shown as an overridable warning, you can acknowledge it and proceed rather than being hard-blocked.

What if a resident's payment succeeds but the app never shows confirmation?

A Stripe webhook acts as a backstop: if the resident app's payment registration never completes, the booking is still confirmed once Stripe reports the payment succeeded. Refunds issued from the Stripe dashboard are also applied back to the booking automatically.

Where do amenity payments show up in accounting?

Amenity and event payments post automatically to the GL (revenue, cash, processing fee, and deposits as a liability), this happens in the accounting app, not in amenity setup. The booking drawer links to the invoice for staff with accounting access.