Overbuilt, Outdated, and Undersupported — Not Ideal for Small Operators
We switched to Newbook, hoping for a more robust property management system, but the reality has been disappointing. The platform feels like software from the 90s—clunky, overly complex, and visually outdated. While it’s packed with features, it’s simply too big and difficult to navigate for small to mid-sized operations without a full-time reservations team.
There are constant issues with taxes being applied incorrectly, often showing up on top of rates instead of being included, which has led to confusion and manual fixes. OTA integration is unstable—now and then, listings unsync, and availability or rates don’t push correctly, which requires us to double-check everything manually.
The most frustrating part is the support. While some agents are helpful, many tickets go unanswered for weeks or even months—three months is not an exaggeration. There have been multiple instances where their own team didn't know how to resolve an issue or gave conflicting instructions. It’s extremely difficult to rely on a system where the support team lacks full command of the product.
In short, Newbook may have potential, but right now it’s more of a burden than a benefit. We’ve had to build extensive workarounds just to make basic operations manageable. Until they streamline the user experience, modernize the interface, and fix reliability and support delays, I can’t recommend it to other small hospitality businesses.
