The concept is strong. On paper, BookingKoala offers an all-in-one solution for service businesses: online booking, customer management, and automation. The booking form is easy for customers to use, and the UI is relatively clean. When it works, it simplifies basic scheduling and payment workflows. Review collected by and hosted on G2.com.
The March 2025 outage was the breaking point. BookingKoala went down for two full weeks, leaving us completely unable to take bookings or manage our operations. There was no transparency, no timely communication, and no urgency from the team during the incident. Clients couldn’t book, cleaners couldn’t be scheduled, and we lost thousands in revenue. The only response we got after that kind of disruption was a one-month credit. That level of disregard for customers is unacceptable.
Now 3 months after the system came back online, the problems continued. Reporting is still inaccurate. Cleaner payouts have shown discrepancies. Several bugs remain unresolved, including issues with duplicate charges, misfiring automations, and other issues. Tickets we’ve submitted around these issues are now going unanswered for nearly a month.
Support has collapsed. I have open tickets that are 3 to 4 weeks old, with five follow-ups and no responses. When someone does reply, it’s usually an outsourced virtual assistant from the Philippines who doesn’t understand the platform and provides irrelevant or flat-out wrong answers. There’s no escalation, no accountability, and no sign of competent internal support.
This is a massive shift from where the company used to be. I’ve been a customer for five years. I used to work with Dimitri, who was sharp, responsive, and got things fixed quickly. Back then, I referred four to five other businesses to the platform. Today, I can’t recommend it to anyone.
The software has stagnated. Key integrations like GA4 and Google Ads haven’t been updated in years. Tracking is broken, customization is severely limited, and the platform is worse now than it was when I joined in 2020. It’s become clear the product is being neglected, and the team no longer cares about innovation or customer retention.
At this point, BookingKoala isn’t just underperforming but it’s actively harming our operations. The only reason we haven’t left is because migrating our entire backend takes time and planning. And I believe BookingKoala is banking on that lock-in to avoid taking real action.
This isn’t about a few bugs or growing pains. It’s a complete failure in leadership, infrastructure, and support. Proceed with caution. Review collected by and hosted on G2.com.
