The best feature of Booker is the client interface. Our clients appreciate that it is easy to navigate. That is, in fact, why I searched out Booker. I booked an appointment at another spa and asked what they used because I liked the interface myself, it was much better than the MindBody system I had used before.
Booker's Customer Service needs a boost. If there is a problem with the system, which happens frequently, my office manager or I spend no less than 20 minutes on hold every single time, only to hear, "We've never encountered THAT problem before!" Clearly, the bugs in the system are not worked out. Our business is highly specialized in that we have several tiers of service and Booker does not easily accommodate special needs. When we were originally signing on the to service, we were told that they would be able to fit our needs and that, in retrospect, has clearly NOT been the case. We are simply using them as a calendar system at this point, that is all.
In addition, we left our previous processor to use their processors Mercury as we had no choice if we wanted to charge through the system. We have had considerable problems with both Mercury and Booker. Our business has a monthly club with a fee. One of our clients was charged the fee FIVE TIMES in one month. When we discussed this with Booker, after the twenty minute wait, they said they had never encountered that problem before, this was a first. The client charged back four of the fees, Before we received the charge back notices, we attempted to rectify the situation with the client ourselves by refunding the client four fees. Then, because of the charge back notices, Booker charged US the four fees they refunded to the client, despite that we'd already refunded them, PLUS a fee for the charge backs. The very worst part is that THEY DID IT AGAIN with the SAME client the following month. Needless to say, we are totally embarrassed, our client thinks we are idiots, and Booker has been of little help, they did not return our phone calls for days. I do not trust their system to do the job right and I hate placing my clients' accounts in their hands. If I had to do it all over again, I would use another system. I am not sure WHAT system, I have not found the match for us yet, but I would not use Booker.
I started with Booker in an attempt to integrate our appointment tracking system, manage clients, billing and accounting, all under one umbrella.. It has not done anything that it was supposed to do for us.