I really wanted Acuity to work for our…
I really wanted Acuity to work for our business, and unfortunately it didn't. We moved our booking system to Acuity on August 8 and ultimately moved away from it on August 23. The scheduling platform itself had features we liked, but we ran into a major issue with properly tracking Google Ads conversions through our booking and checkout process. This wasn't a minor feature for us. We rely on Google Ads for part of our business, so being able to accurately track which ads result in completed bookings is essential. I spent more than a week troubleshooting the issue, including working with both Acuity support and Google Ads/Google support. Despite a significant amount of time and effort from everyone involved, we were unable to get the Acuity setup to reliably handle the tracking we needed. Ultimately, we had to move our booking system back to our previous platform. The most disappointing part is that I had paid for Acuity annually, expecting it to be a long-term solution, and after only about two weeks of use I won't be using the service going forward. I don't think Acuity is necessarily a bad scheduling platform, and it may work very well for businesses that don't depend heavily on Google Ads conversion tracking. But for a small business that does, this became a dealbreaker. I wish the limitations around advertising attribution and conversion tracking had been clearer before we made the switch. Update: After posting this review, Acuity's customer service team reached out to me directly. Although I had been told when canceling that I was two days outside the refund window, they were able to process a full refund of my subscription. The refund has now been received. While the Google Ads conversion-tracking issue ultimately means Acuity still wasn't the right platform for our business, I genuinely appreciate the way their customer service team handled the situation after the fact. Refunding the annual subscription after only a couple of weeks of use was fair and absolutely improved my overall impression of the company.