Troubleshooting amenity bookings (residents)

If something looks off while booking or managing an amenity reservation in the URBI app, find the message you're seeing below for what it means and how to fix it.

Applies to: residents using the URBI mobile app to book building amenities.

"Booking Unavailable" / the "Book Amenity" button is disabled

What it means: The amenity isn't currently bookable, it may be inactive, under maintenance, or your occupant type isn't permitted to book it.

The amenity detail screen with booking disabled:

Rooftop Pool

⚠️ Under Maintenance

Closed Jul 20-Jul 25

Booking Unavailable

Fix: Check the badge on the amenity detail screen. A maintenance badge shows the closure date range, try again after that date. A "Closed" badge means the amenity is inactive. A "Booking Restricted…" banner means your occupant type can't book this amenity; contact your property management if you believe this is incorrect.

Days or time slots are greyed out on the date/time picker

What it means: Those slots are already at capacity, including a short buffer after each booking, or the amenity type doesn't allow that selection.

Fix: Pick an available (non-greyed) slot. If you tap an unavailable day you may see "Not available - overlaps an existing booking." or a message that it exceeds the amenity's maximum booking length, choose a shorter range or a different day. There's no way to override this from the app.

"This time slot was just booked by another resident. Please select a different time."

What it means: Availability is re-checked right before your booking is confirmed. Someone else booked the same slot in the moments between when you selected it and when you confirmed.

Fix: Go back to the date/time picker and choose a different available slot, then try again.

"Booking Issue" alert (free amenity)

What it means: For free, single-day bookings, the app shows success immediately while confirmation finishes in the background. If that background confirmation fails, you'll see a "Booking Issue" alert and a push notification instead of the confirmation.

The Booking Issue alert:

Booking Issue

We couldn't confirm your booking. Please try again.

Fix: Return to the amenity and try booking the slot again. If it keeps failing, contact your property management.

"Payment Received… we're finalizing"

What it means: Your card payment went through, but the app is still confirming the booking was registered (it retries automatically). This message is shown instead of a false success, it never means the payment failed.

Fix: No action needed. Wait for the confirmation push notification or email, or check the booking in your order history shortly after. If you never see a confirmation, contact management with your payment receipt.

"Payment could not be completed"

What it means: A card charge, either for a new booking or an upcharge from editing an existing booking, was declined or failed, including a failed 3-D Secure step.

Fix: Check your card details and try again, or select a different saved card, Apple Pay, or Google Pay. If the amenity requires a deposit, the pending charge is automatically rolled back on failure, no money is held.

"Edit window closed. This booking starts within 48 hours. Contact management to make changes."

What it means: Paid bookings can't be edited or self-cancelled once they're within 48 hours of the start time.

Fix: Contact your property management directly to make any changes, they're automatically notified when this window is hit.

"This time is too soon to book" (editing a booking)

What it means: You tried to move a booking to a start time that's too close to now.

Fix: Pick a later time, or use the contact-management link shown with the message if you need an exception.

Refund shows "We could not fully process this refund… team notified"

What it means: A refund you requested (from cancelling or downgrading a booking) didn't fully process on our end.

Fix: No action needed immediately, our team is automatically notified. If you don't hear back or see the refund land, contact support and reference the booking.

"No pending payment found for this booking." (Payment Due sheet)

What it means: You opened the Payment Due sheet, from a push notification, deep link, or the "Pay deposit early" option, but there's nothing currently outstanding on that booking (it may have already been paid).

Fix: Check your order history for the booking's current status. If you still believe a payment is due, contact your property management.

My order history shows a status I don't recognize

What it means: Order history statuses reflect exactly where a booking is: Refunded, Confirmed, Pending, Cancelled, Payment Pending, Confirmed-but-deposit-pending, Waived, or Voided.

Fix: "Pending" usually means the booking needs staff confirmation. "Confirmed-but-deposit-pending" means your booking is set but a deferred deposit is still outstanding, use "Pay deposit early" from the amenity or wait for the payment-due notification. For any other status you don't understand, open the order detail for the full pricing and refund breakdown, or contact management.