I am extremely disappointed with my…
I am extremely disappointed with my experience using HoneyBook, especially as a business owner who relies on a clean, professional client experience. I use HoneyBook to manage client inquiries, scheduling, payments, invoices, and consultation workflows. The issue I am running into is that the client flow is confusing, repetitive, and not nearly as customizable as it needs to be for a professional service-based business. After a client completes a form, schedules a consultation, and pays, they are shown a thank-you screen, receive a payment receipt, and then receive a separate scheduled session email. The problem is that the same information is being repeated in multiple places, and some of the instructions do not even make sense depending on where they appear. For example, the thank-you screen after payment was showing instructions that only made sense in the scheduled session email. It referenced clicking an underlined project name above, but that underlined project name did not appear on the thank-you screen. That creates confusion for the client immediately after they have paid. The scheduled session email also includes a “File” button/link that I was told cannot be removed or renamed. When clicked, it takes the client back into an area with scheduling, payment, and receipt information they have already completed or received. From the client’s perspective, this feels redundant and confusing instead of polished and streamlined. As an interior designer and business owner, I need my client experience to feel elevated, clear, and intentional. I should be able to control what my clients see after they book and pay, what the automated emails say, and where buttons or links take them. If a button cannot be removed or renamed, there should at least be a way to control the destination so it serves a useful purpose, such as taking the client directly to their project portal or upload area. The support experience has also been frustrating. I spent a significant amount of time explaining the same issue in detail, sharing screenshots, and trying to get direct answers about which settings, templates, smart file sections, or automation steps control the thank-you screen, scheduled session email, and file button. Instead of being able to quickly schedule a live support call and show the issue in real time, I had to type everything out in chat and wait between responses. For a platform that serves busy business owners, this is incredibly inefficient. HoneyBook has useful features, but the lack of control over important client-facing details and the difficulty getting fast, specific support answers makes the platform frustrating to use. When clients are paying, scheduling, and receiving automated communication, the process should feel clean and professional — not repetitive, confusing, or limited by features that cannot be customized. I hope HoneyBook improves the ability to customize client-facing booking/payment screens, automated emails, and required buttons or links. Business owners need more control over the client journey, especially when we are paying for a platform that is supposed to simplify and elevate our workflow.