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

Troubleshooting: Website Booking Wants to Cancel

A website customer has contacted the onsite team requesting to cancel their room booking made through the Studio website.

Why This Happens (Root Cause)
Website bookings are prepaid through Stripe at the time of reservation. Refunds are only permitted if the customer cancels in accordance with Studio’s cancellation policy:

  • Cancellations made more than 1 hour before the booking start time are eligible for a full refund (minus the 3% credit card fee).
  • Cancellations made within 1 hour of the booking start time are not eligible for a refund.
    This timing rule ensures proper operational coverage and prevents last-minute booking reversals.

Common Symptoms
• “A website customer emailed asking to cancel their booking.”
• “The booking is still showing on the calendar after the customer cancelled.”

How to Fix It (Action Steps)

Step 1 — Confirm cancellation eligibility
Check the time of the booking versus the current time.

  • If the cancellation request was made more than 1 hour prior, proceed with a refund.
  • If it was within 1 hour, inform the customer the booking is non-refundable.

Step 2 — Cancel the booking in Yardi Kube

  1. Search the customer using the magnifying glass in Yardi Kube.
  2. Open Bookings or the Booking Calendar.
  3. Find the date and room.
  4. Click the three dots (⋮) next to the booking and select Cancel.

Step 3 — Request the refund in HubSpot

  1. Locate the booking ticket in HubSpot. You can:
    • Use the location inbox email notification, or
    • Search using the format: Customer Name – Meeting Room Name – yyyy/mm/dd.
  2. Change the Ticket Status to Needs Refund.
  3. Complete the required field Website Refund Amount To Keep. This is the amount of the booking that Studio is retaining:
    • Input $0 if offering a full refund.
  4. Studio Support will process the refund through Stripe back to the customer’s original payment method.

Quick Summary
• Root Cause: Refund eligibility depends on the 1-hour cancellation policy.
• Fix: Cancel the booking in Yardi Kube, then mark the HubSpot ticket as Needs Refund.
• System Behavior: Stripe refunds are initiated by Studio Support after the onsite team flags the refund request in HubSpot.

Tags
website booking, cancel booking, refund, Yardi Kube, Stripe, HubSpot, meeting room cancellation