Acuity SchedulingReviews of acuityscheduling.com

The Acuity support staff are very good at providing the most thorough and direct answers to my questions about using the scheduling website and the phone app, and their responses generally come within 24 hours, making them very dependable.

Excellent product…very easy to setup and use as it relates to my clients…

At its best, Acuity is a medium-good appointment booking platform that has many flaws and issues but it gets the job done on a very basic level. HOWEVER, when things go wrong, they really go wrong and Acuity’s customer support FAILS on every level. They don’t have telephone support. You cannot speak to anyone - ever. It’s really, really bad. One month ago, our booking system went down for a week and they were no help whatsoever. And today, it’s happened again. There is no one to help. No one to call. No telephone support. We’ve lost too much business because of Acuity’s poor service. For this reason, we will be leaving Acuity as soon as we find another appointment booking platform. We regret ever signing up to them. There must be better appointment platforms out there. Don’t make the same mistake we did. Avoid Acuity.

I had been struggle with my calendar connections for months. It was doubling the time blocks and just looked really cluttered on my iCal. I sent them a quick email asking how to fix it and immediately they knew the issue and gave me step by step instructions to fix it. I should have asked them sooner!

Fast response regarding the issue I was questioning

OVERALL, Acuity is a good system. It is NOT intuitive and if you are a rank beginner, then either go elsewhere or look for tutorials - Acuity do have plenty. The good points are the ability to get a link and integrate completely with my website so bookings can be generated from the website. I like the ability to set the language customers see, and then the language the system displays to the administrator - this is useful in a multilingual environment. I WISH there was a switch or tick box per customer indicating which language was their preferred language and then emails in their preferred language could be sent, triggered by that switch. I like the absolute control I have over the configuration of the emails sent to customers, so they display my colours and brand, I also like that I can set different reminders to go at different times, depending on type of appointment and class. Another benefit is the ability to integrate with Stripe for payment processing and Google Meet for my online appointments. I set a Calendar up specifically for Online appointments, assign the appointment types to that calendar then when booked, a google meet link is generated and sent to the client. This has worked flawlessly for 6 months now and I am very happy about that. a slight negative here is that Google Meet generates a 6 digit meeting code, which I can see in the customers booking form, but there appears to be no ability to programatically capture that - a pity as it is that link I use to start the meeting, meaning I have to do a cut and paste - but in the grand scheme of things, not a showstopper. The ability to add screening forms / questions that are then pushed into the formatted email that is sent is great and we use that all the time. SMS: Yes, I do have SMS Text reminders going to clients as well - important thing to remember is that if you use special characters such as á, ú, ü etc etc - they take up MORE than a single character, so while your reminder message may be within the 140 character limit, the special characters have pushed you way over and only part of your message displays. Continuing on with SMS, it used to be set that clientes received messages by default and could opt-out. The SMS provider changed this and each time a customer books, they now have to OPT IN to receive the SMS reminders. This is only one extra check box, and it is NOT Acuity's fault - they are driven by their provider. However whilst the web interface gives that checkbox for both classes and single appointments, the mobile app only gives that option for single appointments. When the system was modified to take into account the change in SMS providers requiements, its obvious that the check box was forgotten for the classes in the app. I raised this with tech support who initially said "It is working as it should", then later said "Our techs are looking at that for a future release, but we don't know when that'll be". Would have been nicer if they could have just said "Opps. Missed that. Thanks, we'll get on to it" instead of the game of "we know what we are doing" when it's as clear as day it was simply missed when the system was updated. Negatives: I can't list price as a negative because compared to other similar systems Acuity is competetively priced and gives a hell of a lot of bang for your buck. A negative would be customer support - I imagine they are busy but they can take a couple of days to get back to you and the immediate default answer is often "Not our fault, system working as expected" - THAT BEING SAID, when I had challenges setting up the Google Meet with calendars and the rest to get it to generate a link, Customer Support WERE extremely helpful and answered my questions and enabled me to progress. Another negative for me is the inability to book more than one day - I run retreats, and I'd like the client to be able to book the retreat and it shows as running over 3 or 4 days. I have found a work-around - it's not particularly elegant, but it serves me. However, Acuity, if youre reading this .... ability to book classes over blocks of days would be awesome. The system seems relatively stable - I have never experienced booking difficulties and bookings do come through. It's integrated with Stripe perfectly, it allows clients to book a package or a coupon, gift card and even a recurring subscription and it handles all that quite happily. Overall I am happy with Acuity and have no intention of moving elsewhere. It does what I need and lessens the admin load on me which is why I took it in the first place. It has it's glitches and restrictions, as will any system trying to be all things to all people, but it's worthwhile and I would recommend it - as long as your are comfortable setting up the varied links and interdependencies to get it all running in the first place.

Quick and helpful response

Once we were able to connect. we had resolution. First email was sent from Squarespace which did not help as we were talking about Acuity scheduling. It is frustrating to try to het a hold of you. I would have like to talk verbally to help explain my issue better.