Sleek customization + ease of use

Great fit for our small rental & shuttle operation. Huge time-saver, very happy.

As mentioned above, we are saving a LOT of time answering fewer phone calls regarding booking kayak trips or questions about the kayak trips. The automated emails also help make sure that people don't miss their reservation, and they get a reminder of things they should bring and what time they need to be there, and we don't need to put in any extra work to make this happen. I put a lot of time into the initial set-up, but that was expected. It's very easy to use. I haven't had to call for support, but I would expect them to be very helpful if needed. Also, there is ultimately not much cost to do this. Peek charges a percentage on each booking (currently 6% i think), which most operators, including ourselves, add as a booking fee to the customer (which is pretty typical nowadays, so I don't have an issue with it). There was no additional set-up fee. I'm very happy. I was worried about how to integrate into Quickbooks on the accounting-side, but I've figured out some methods to enter the Peek sales that aren't very complicated.

Pros

Peek Pro has allowed us to easily add our reservations to our website, allowing customers to see what's available and book online. We can edit the schedule as needed, and the best part is the reduced call volume in our otherwise busy retail shop. Rentals and shuttles are a small part of our business, so we needed to streamline the amount of time it takes to manage it. Peek has helped tremendously! There is a lot of capability to the system, and you may have to find a few work-arounds to best suit your business, but all-in-all, I've been really impressed with the capabilities. The software helps us avoid over-booking, and it also automatically sends customized emails to remind people when and where they need to be. So helpful! The support team for set-up were very thorough and helpful as well. Once you get the hang of it, you should be able to do most everything yourself, but the support team will help get everything set-up initially, which is really nice. They have options of how to set up different types of operations, so it's good to have someone to work with.

Cons

No major complaints yet. Make sure you check through the email settings before you start using it, we had a few default emails that were still auto-sending that we should have customized sooner than we did, and I overlooked that they were sending out. There are a few small things I'd like to see updated eventually, like being able to customize and/or remove payment types (remove cash, for example), and also I'd like some more complex options for programming discount codes.

Peek Pro

I switched from Fare Harbor a few years ago and I've had a pretty consistently good experience with Peek since then.

Pros

The customer service has been the beat feature by far. The software is relatively intuitive and well designed. I have multiple guides that are easily able to use it.

Cons

Other newer features are great in theory but haven't worked well for us personally like the tipping option. The embeddable review widget was terrible and did not update or work properly when I tried to use it on my website. I also wish there was a way to aggregate the answers to the question "how did you hear about us?" that customers answer at the time of registration. Also, it would be nice if the emails were more mobile friendly. It took me tons of trial and error to format them so they are readable on mobile phones, because that is how the majority of customers are viewing them, especially the day of the tour.

Bella Luna Yacht Peek Review

Pros

I do like having the capability of having an online booking calendar that my clients can book themselves.

Cons

All features do not work with all integrations. I need my Peek Calendar to sync with my Google Calendar. But, Peek will not integrate with Rental Bookings. The affiliate program (partner program) is WAY too basic. I need to be able to assign each affiliate their own unique affiliate code that they can promote along with graphic ad assets and more comprehensive reporting.

Dishonest practices, poor organization, slow reply times, high turnover, frequent glitches- to avoid

I had been a client for about 5 years. In September 2021, a random representative started to text me on my personal cellphone saying I needed to speak to one of their account execs for an account review. I asked to please email these details and to not contact me on my personal line. They said they couldn't e-mail and that I must speak on the phone. They continued to text until I blocked them. I made a formal complaint as they didn't respect my boundaries and continued to call and text me at odd hours. Turned out they needed to speak because they were switching to a new version and my former price plan (less than 3%) was no longer valid. I said I'd be finding a different provider based on the odd way they went about informing me of these changes and refused to e-mail as requested. I wasn't interested in paying more, frankly the software overpromised & underdelivered. They offered me a 3% processing fee model in a bid to keep me as a client. I agreed to the offer. They had me sign a contract for 3% and promised I'd be upgraded to premium support as was one of my complaints (poor customer service, having to DIY fixes, lack of functions/excessive workarounds, etc). I later discovered Peek was taking an extra 3% from payouts not disclosed in the contract. I complained. A higher up rep acknowledged what the account exec had done, but wasn’t going to honor the contract. Then when I asked to honor, they decided to terminate my agreement instead of honoring the contact.

Pros

Anything good I could say about this software is offset by the fact the business is poorly organized. If they could honor agreements, improve communication, improve turnaround time to repair glitches, and actually have a robust system with a stable service team- it could merit a 6% ticketing fee model as it has a lot of potential, just a poorly organized company with questionable ethics.

Cons

I was promised a 3% pricing model, provided a contract then discovered charges later that were not disclosed in the contract they had me sign. When I complained and asked for this contract to be honored, they decided to terminate my account instead. So essentially- the biggest con is their customer service. The software itself is not too bad, no software is going to be perfect. However, the customer service practices and frequent turnover in staff even pre-2020 (i.e. inexperienced support team as they are constantly staffed by newcomers) make it irreconcilable. Lots of glitches anytime udates to software were made and slow response times for fixes, a lot of staff were unfamiliar with software so my account has a lot of unnecessary work-arounds (like for dynamic pricing)