How to Change or Cancel Your Booking
Edit or cancel an amenity booking from the app, unless it's within the 48-hour freeze window, with pay/confirm/refund outcomes depending on the price difference.
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You can edit or cancel an amenity booking from the app, as long as it isn't too close to its start time.
Who can use it: Residents with an existing amenity booking.
1. Open the booking's edit sheet
Go to your booking and open the edit sheet. What you can do next depends on the booking's state: editable, frozen, or mid-refund.
2. The 48-hour freeze window
Paid bookings starting within 48 hours can no longer be edited in the app. You'll see:
Frozen edit banner:
Edit window closed. This booking starts within 48 hours. Contact management to make changes.
Management is notified automatically when this happens, you don't need to follow up separately.
If you try to pick a new time that's too close to now, you'll instead see "This time is too soon to book" with a contact-management link.
3. Changing your date, time, or items
Change the date, time, or optional items, and the app fetches an updated quote. Depending on the difference, one of three things happens:
Pay, if the change costs more, you'll be charged the difference (3-D Secure supported). A failed card shows "Payment could not be completed."
Confirm changes, if there's no price difference, the change applies with no payment involved.
Refund, if the change reduces the cost, the difference is refunded to you.
Change summary with an upcharge:
Update Booking
New total | $45.00 |
Already paid | $35.00 |
Amount due | $10.00 |
Pay $10.00
4. Refund states and notifications
If your change results in a refund, the sheet shows "Processing refund…" with a spinner. You can close the sheet and go about your day, you'll get a push notification and email when it's done.
Refund states:
⌛ Processing refund…
Refund confirmed… returned to your original payment method.
We could not fully process this refund… team notified.
If a refund fails, contact support, the team is notified automatically, but you can follow up for status.
5. Cancelling a booking
Tap Cancel Booking. You'll be asked to confirm: "Are you sure you want to cancel this booking?" Once you confirm, cancellation is processed server-side and any refund due is issued according to the amenity's policy.
Cancel confirmation:
Are you sure you want to cancel this booking?
Keep Booking
Cancel Booking
See "How to Book an Amenity" and "How to View Your Bookings and Receipts."