Review Time
I initiated a support case on October 23, and at first, they were responsive, indicating that they were looking into the matter. However, since November 6, I have not received any further replies. Despite my attempts to follow up for updates, it seems they have chosen to ignore my inquiries. Support case reference is 00311958.
Bokun and basically every Viator company really makes the effort to disappoint you every chance they get.My first experience of using Bokun is to accidentally make a double booking in the system, ask customer service how to delete it while making sure there's no auto email sent to the customer. The advice they gave me of course ended up sending an auto email to the customer saying the tour was cancelled. This wasn't even booked through Bokun, it's a booking I manually imported so I have no idea why Bokun would decide it has any kind of authority to send auto cancellation emails in this case. 600+ euro booking at risk immediately, one that would have paid for Bokun for the entire year. When I then reach out to customer service again to understand why they gave me such bad advice, they try to wash their hands from their mistake and tell me to reach out to customer service whenever I need help, as if I'm now meant to trust any advice they give me.I then sign up to join a demo session to learn about the basics of using Bokun, I join at the right time and of course no one from the Bokun team decides to join.I was looking forward to using Bokun but my experience so far has just been shocking. It's a shame that I have to use this because of how prominent it is in my city.
I had the pleasure of talking with Mohammad Ayan during the creation of my Bókun platform. I can’t recommend him enough. He helped me with many aspects of the setup and configuration, always with great professionalism, patience and deep knowledge of the system. Thanks to his support, I was able to get everything running smoothly and efficiently. If you’re looking for someone reliable, knowledgeable, and genuinely helpful, Ayan is the person you need. Thank you again Ayan!
We have been with Bokun for around 6 months now. On paper, the system looks great. The problem is that it doesn't work as it should.The first issue was when we were 'guaranteed' that the system could do the resource management that we needed. Weeks later we were told that it could not.Then, for 6 months we have encountered multiple issues, and the main problem is that the technical support team is totally and utterly incompetent. We have contacted them on dozens (!) of occasions, and on most occasions it is like talking to a 5-year old who actually doesn't know how to use a computer. How these people are working in tech support is beyond baffling.They always manage to misunderstand the issue, and always manage to find a 'solution' which either does nothing or doesn't address then issue. On one occasion, the brilliance of the technical support team actually managed to block us off completely on Viator during the height of the Christmas season, so we lost a ton of money.Absolutely useless company, useless support team, bad product.
This has got to be the most user unfriendly travel bookings management interface I have ever encountered.I run an online based tour operator start up in Nairobi, Kenya and I have been using hospitality systems for 17 years. The niggles, ambiguity and technical jargon on this site is depressing. I now understand why trip advisor has been left behind as other OTAs snap up the market. I will not be using this platform
Great service, follow ups and information provided. I felt like Bokun wanted me to be part of their team as opposed to just wanting to make a sale. Every question I had was answered quickly and efficiently. The system works great and is easy to navigate and if I need any help I reach out to Will who is the gentleman who’s helped me from start to finish. I highly recommend them.
The biggest issue I continue to have is double bookings. I’ve contacted customer service regarding this over six times and was told that it was fixed and should not happen again. After being on chat with them for 30 minutes yesterday, guess what happened today: another double booking! I’m so frustrated. This ruins my guests experience and makes me look bad as a company. Highly disappointed.
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