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Troubleshooting: Member Charged Incorrect Amount for Booking

A team member reports that a member was charged the wrong rate for a meeting room or day pass booking.

Why This Happens (Root Cause)
Pricing errors occur when the member’s discount group, room pricing, or credit balance is misconfigured in Yardi Kube.

  • Members must be assigned to the correct Booking Discount Group to receive member pricing.
  • Product pricing may be outdated or incorrect in the system.
  • If a member runs out of credits, the system automatically charges the cash difference.

Common Symptoms
• “The member says they were overcharged for their booking.”
• “The booking rate doesn’t match the member rate.”
• “They used credits but still got billed.”

How to Fix It (Action Steps)

Step 1 — Check the member’s charge group

  1. Open the member’s Record in Yardi Kube.
  2. Click Groups and Credits.
  3. Confirm the Booking Discount Group is set to Member Price.
    • If set incorrectly (e.g., to Non-Member or External), update it to Member Price.
    • This ensures proper member pricing for bookings.

Step 2 — Verify room pricing

  1. Locate the booked space in Yardi Kube.
  2. Confirm the price per hour is correct.  Check more than one booking for this meeting room.  Confirm if this happened for just one booking or if it's for multiple bookings for this room.
  3. If the rate is incorrect, submit a Yardi Technical Issue → “New Product or Product Update” ticket to have pricing corrected.

Step 3 — Check for partial credit and cash payments

  1. Open the member’s booking record or run a Booking Summary Report.
  2. Review whether the booking used both Included Credits and Dollars.
    • If the member’s credits did not fully cover the booking, Kube automatically charged the difference in cash.

Quick Summary
• Root Cause: Incorrect discount group, outdated room rate, or insufficient credits.
• Fix: Ensure the member’s charge group is “Member Price,” verify product pricing, and confirm credit balance.
• System Behavior: Kube auto-bills the difference if credits are insufficient for a full booking.

Tags
yardi kube, incorrect charge, booking price, member pricing, discount group, credits, product update, overcharge