Skip to content
English
Submit a Support Ticket
  • There are no suggestions because the search field is empty.

Troubleshooting: Member’s Booking at Another Location Keeps Getting Cancelled

A member reports that when they try to book a meeting room or day pass at another Studio location, the booking automatically cancels.

Why This Happens (Root Cause)
The Yardi Kube system restricts cross-location bookings to standard business hours and enforces a “Primary Location” rule for active members.

  • Bookings made outside of 9:00 AM–5:00 PM are automatically cancelled.
  • Credits from cancelled bookings are automatically refunded to the member’s account.
  • If the member belongs to multiple locations, the system validates bookings based on their Primary Location in the member record.

Common Symptoms
• “My booking at another Studio keeps getting cancelled.”
• “It says the reservation went through, but it disappears.”
• “The system refunded my credits automatically.”

How to Fix It (Action Steps)

Step 1 — Confirm booking time
Check the reservation start and end times.

  • If the booking falls outside 9:00 AM–5:00 PM, explain to the member that cross-location bookings are only valid during those hours.
  • Let them know the system auto-cancels and refunds these bookings automatically.

Step 2 — Verify Primary Location
If the member has access to multiple locations:

  1. Go to the member’s Record in Kube> Essentials Page in Yardi Kube.
  2. Review their Primary Location field.
  3. Update it to the location they are trying to book at.

You can only book outside 9:00 am - 5:00 pm at your primary location. 

Step 3 — Alternative booking option
If the member works across multiple locations and should not have their Primary Location permanently changed:

  • Have a member whose Primary Location matches the booking site place the booking as a placeholder on their behalf.

Quick Summary
• Root Cause: Cross-location bookings outside 9–5 are cancelled; Primary Location mismatch prevents valid bookings.
• Fix: Ensure booking is during 9–5 hours or update the member’s Primary Location in Yardi Kube.
• System Behavior: Cancelled bookings trigger automatic credit refunds and notifications.

Tags
booking cancelled, cross-location booking, yardi kube, primary location, meeting room, member credits, refund