SiteMinder Reviews - Pros & Cons, Ratings & more

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SiteMinder

Web-based

General Manager

The technical support is not available on weekends. If you have a catastrophic failure on the weekend you are doomed.

We lost money because of technical issues with the Little Hotelier product from SiteMinder we use. Siteminder  refused to compensate.

assistance manager

SiteMinder helps us to gain control over our bookings and availability. It is easy to use, has helped us to save a lot of staff hours, and has great support.

Owner

And if your problem (one that is caused by a siteminder malfunction and one that can be losing your small business money))  ends up in the tech department - then watch out.

Manager 

Easy to use friendly Staff Great Sales Department being loyal customer for three years never had an issue if there was an issue it was resolved promptly and efficiently.

Sales Admin.

Siteminder awesome , be better and good service to integrated the system in the future.

Partner

I'm using this software on behalf of a client and have found it to be a great resource and really gives a great picture of their business.

Reservations and Revenue Manager

We are quite satisfied with our experience with SiteMinder and would love to keep the software as our CMS.

You don't have a choice of Payment Gateways in Europe other than Paypal - which is terrible.

The revenue managers all find the system very user friendly and the Siteminder team a pleasure to deal with.

Hotelier

Date picker widget is useless, just a square box with no options at all, customization not possible. Reservation dates (check in/out) are delivered not in UK format.

It is a good toll in our case to integrate between our PMS system and the OTAS that we work with such as Expedia and Booking.com.

Director

My communication emails to guests says 'Pay at property' - Support told me just write somewhere else on the email that they should ignore that and what they should really do.

Reception

So easy for use application. And i like for this website because so many travel can we manage.

I find the software very easy to work around and when you have any issues or problems the help facilities and also customer service staff are very helpful.

With an extensive background in both IT and major Hotel PMS systems, we found key reporting and functionality missing. When the full monthly cost hit, we viewed the product as unviable.

There is a sense as you go further down the track of total commitment and no escape as considerable time committed to set-up and link the channels.

Member Manager

This product is good to use but I found other products, such as Myallocator, are easier to use.

Beds24

Microsoft Bookings

ChannelEngine

We have Tech issues from the get-go, and now a month on still do not have a fully working channel manager.  I have repeatedly asked my account manager to call me and she hids behind her email.I called them this morning with a different issue and was on hold for 68 mins when i was number #1 in the help queue. Thus far not a great start for SiteMinder i am sad to say and a month on i still don't have a fully working channel manager.

Not a great start with SiteMinder 

Hi Peter, 

We are sorry that you experience didn't live up to our usual standard. We hear you on the issues that you are experiencing with tech, and tried reaching out to account manage but fail to get through. We want to get in touch with you to help you further but I'm unable to retrieve your details, if you can drop me an email at ereena.rosli@siteminder.com would be fantastic. 

Regards, 
Ereena

Our worst decision in the past 10 years was to start to use SiteMinder. Never again.

Terrible product, even worse support

Hi David

We are sorry that your experience didn't live up to our usual standards, I can see that you have escalated the same challenges across different review sites and believe we have been in touch with you on the challenges that you are currently facing regarding you have applied for closure in Expedia and that we cannot overwrite. However, if there are any other challenges that we can do to help you, please let me know how we are able to assist - I'm available at ereena.rosli@siteminder.com and aim to improve your experience with SiteMinder. 

Great integration and channel management 

Hi Mikhail

Thank you for leaving us a review! We are happy to hear that with SiteMinder, you can distribute inventory to all channels with a click of a button. We are here to support hoteliers and property owners. We aim to provide you with a user-friendly experience and better control over your marketing and distribution strategy, plus more time to delight your guests. 

Let me know if there's anything I can assist you with. Thank you! 

Best regards, 
Ereena R.

Siteminder, impossible to dislike 

Hi Mafalda

Thank you so much for leaving us a positive review. We are happy to hear that you prefer SiteMinder Channel Manager after using many other channel managers in the market. We are delighted to hear that you find it easy and intuitive. Regarding yield rules and percentage of total sold rooms, we have logged this as feedback and have shared it with the respective team to be considered in future updates and enhancement. Meanwhile, we are here 24/7 via our chat if you need us. Whenever you need us, you can reach out to us via live chat, where our team of professionals is always happy to help. 

Thanks!

Siteminder still the most valuable and workable in their range. I love their service and product development. 

Reliable and wide connectivity 

Hi

Apichet,

Thank you so much for sharing your thoughts with us. We are pleased to hear our support team is doing their best to assist you. Our product team continuously works to make helful updates in our platform.

We truly appreciate your honest feedback and support. Please feel free to reach out to us at anytime!

Warmest,
Jessica

Siteminder Feedback

Hi Cary,

Thank you so much for sharing your valuable feedback. We are so happy our support team is doing their best to support you. You will be pleased to know that we are already working on a mobile application to make things easier for our customers. in the meantime we will keep you updated with any future enhancements.

We appreciate your partnership with us!

Warmest,
Jessi

It is a good toll in our case to integrate between our PMS system and the OTAS that we work with such as Expedia and Booking.com 

Good integration tool as Channel Manger

Hi Aaron,

Thank you so much for taking the time to share your feedback. We are thrilled to hear you are making the most out of our platform. We are always ready to help you out on anything you may need. Our support team is available 24/7 via chat for any questions, and we also have plenty of resources and training materials on our knowledge base page. Feel free to check them out on the link below.

https://help.siteminder.com/s/?language=en_US

Thanks again for your time and trust. We loved hearing your thoughts and so greatly appreciate your partnership with us, Aaron!

Warmest, Jessica

Helpful software

Managing  multiple distribution channels individually could be a very daunting task. this helps streamline that process

The very best channel manager out there

Hi Javier, 

First of all, thanks so much for taking time out to review us! It's excellent to hear that you've gotten great results. 
We really appreciate your insightful feedback and certainly hope we can keep focusing on improving your experience. We have some exciting updates coming this year, that will directly improve our user-experience with Booking Engine, so stay tuned! 

Let us know if there is anything we can do to further assist you get the most out of your products. Thank you again for trusting us to be your partner. 

It's fabulous customers like you that make what we do so worthwhile.

All the best, 

Misha


Works as it should

Hi Rob,

Thank you for taking the time to review SiteMinder!

Our system has been purposely designed to be easily understood by all users so we're pleased to hear that you find our system intuitive and user-friendly.

Let us know if there is anything we can do to further assist you get the most out of your products. 

Thank you again for trusting us to be your partner.

Thanks,
Misha 



We had a different channel manager when we started our business, it worked just fine but it had a lot of issues, & then we started looking, & we compared & tried demos for different channel managers, until we found siteminder, to be honnest we loved the sales person, they were convincing & we found everything we needed in Siteminder, they were very helpful during the mapping of rates & availability with all our partners, & they were very professional, working with us day & night until everything worked perfectly.

They send emails whenever there is an issue & they resolve it in impressive delays, we never had issues with Siteminder honestly, it was perfect since day one, & it still is, the most unfortunate thing is that we compare all our other partners to Siteminder & it's hard to settle once you tried the best! 

Best choice we made for a channel manager !

Hi Fatima, 

Thanks so much for taking time out to review us! We are thrilled to hear that you've gotten such great results using our products. We really appreciate your insightful feedback and certainly hope we can keep focusing on improving your experience. 

We value the feedback we receive from our customers and are continuously looking for ways to improve our service, so thanks again for taking the time to share this with us. Let us know if there is anything we can do to further assist you get the most out of your products. 

Thank you again for trusting us to be your partner. It's fabulous customers like you that make what we do so worthwhile :) 

Thanks,
Misha 


The Best Channel Management Solution

Hi Tim, 

First of all, thanks so much for taking time out to review us! We really appreciate your insightful feedback and certainly hope we can keep focusing on improving your experience. 

We are always looking for ways to give our customers the best possible experience. As such, we regularly release products. You can check out our latest product releases on the SiteMinder Release page here: 

https://help.siteminder.com/s/Releases?language=en_US

It's excellent that you've gotten great results using the product! Thank you again for trusting us to be your partner. It's fabulous customers like you that make what we do so worthwhile.

Thanks, 

Misha


We have been using SiteMinder for the last 10 years and have found it to be completely reliable and meets all our needs to operate a 14 unit 5 star motel.

Long term user

HI Alan, 

First of all, thanks so much for taking time out to review us! We really appreciate your insightful feedback and certainly hope we can keep focusing on improving your experience.

It's excellent that you've gotten great results using the product and we love hearing that we can help simplify the training and onboarding process! Thanks again for being a customer. It means a lot to us.

Thanks, 
Lauren


Leading Channel Manager

Hi Moyyed,

Thank you for taking the time to submit your feedback. We have escalated this to our management and customer success teams who will be in touch as soon as possible. 

We can assure you that your support contact is currently working very closely with representatives from our product team to review your suggestions and feedback.

We value the feedback we receive from our customers and are continuously looking for ways to improve our service, so thanks again for taking the time to share this with us.

Thanks,
Lauren

SiteMinder was able to promote our listings on sites that require a partnership to do so and on this merit they did a good job.

SiteMinder Got the Job Done

Hi!

First of all, thanks so much for taking time out to review us. We really appreciate your insightful feedback and certainly hope we can keep focusing on improving your experience. 

We are always looking for ways to give our customers the best possible experience. As such, we regularly release products and updates which you can check out on the SiteMinder Release page here:
https://help.siteminder.com/s/Releases?language=en_US

We value the feedback we receive from our customers and are continuously working to improve our service, so thanks again for taking the time to share this with us.

Thanks,

Misha 


Since we do not depend a lot on the online reservations (we do more contract and group business), the low flat price is good for us.

Ok for the Price

Hi Sally,

Thank you so much for your review and frank feedback. I've escalated this immediately to our Support team who will be in touch with you directly ASAP.

Kindly let me know if there's anything else I can help you with to give you a great experience with Siteminder. 

We thank you again for trusting us as a customer and look forward to solving your issues.

Thank you,
Mei

Overall Siteminder does what it needs to do and when everything is working as it should, the system is great, saves a lot of time and speeds up processes. 

For larger organisations that operate at high occupancies, it is inevitable that in occasions overbookings can come in. 

Affordable Channel Manager but Support is Lacking! 

Hi there,

Thanks again for taking the time to leave us your feedback. We really appreciate your comments and we're sorry to hear that your experience with us didn't live up to our usual standards. Many of our 30,000 customers enjoy contacting us so to learn that this wasn't the case for you was disappointing.

Kindly let me know if there's anything else I can help you with to give you a great experience with Siteminder.

We thank you again for trusting us as a customer and look forward to solving your issues.

Best,
Lauren

Works as expected, tons of integrations

Thanks for the great feedback - really pleased you enjoy using our technology. We'd love to hear more about how we can improve on those two connections so feel free to send an email to info@siteminder.com and we'll direct your comments to the right place.
Thanks again!
Clare @ SiteMinder

Overall Good Experience

Thanks so much for your positive feedback - we're pleased to hear the product surpassed your expectations. As always, our support team is available to help you navigate your set up and ongoing use of The Channel Manager. Please don't hesitate to contact us if you need any guidance. 
Thanks again for taking the time to review SiteMinder.
Clare @ SM

Great channel manager connecting with lots of PMS too.

Probably the best channel manager on the market

Thanks so much for leaving such a great review - we're thrilled to hear you're getting everything you need from our technology. Do let us know if there's ever anything we can do for you and your hotel.
Thanks again,
Clare @ SM

Many.

1. The channel manager is very stable!!  We have less than 1% of issues and even then there emails or the Siteminder extranet that we can easily double check.
2. Prophet is easy to use and pretty accurate.  The weekly summary could have some improvements, like a percentage of rate increase or decrease of each of our designated competitors.
3. Booking button - That it is tied into the Channel Manager and Canvas makes it so easy. It is specific for hotels so it has all of the data needed.  Super easy to build out a promotion or edit content. One suggestion, the ability to note a price drop, right on the rate.
4. Canvas - Again very easy to use!!  Because it is designed specifically for hotels it has all of the necessary pages and some. 
5.  Siteminder has also recently partnered with TripTease-a website chat, pop-up promotion and rate comparison tool that you paste a script that Triptease provides onto your Canvas webpages.  It's another added bonus.  I have definitely seen an increase in reservations since we implemented it.

Suite of tools to effectively manage a boutique hotel or a large resort

Hi Christina,

Thank you for your great feedback. 

We are thrilled that you have had such a positive experience with our suite of products. 

It's exciting to hear that our website builder, Canvas has improved your hotel's website as it is such an important channel for any hotel. 

Thanks again and please let us know if we can be of any assistance. 

Thanks,
The team @ SiteMinder

Excellent

Hi Dominik, 

Thank you for reviewing SiteMinder. We're pleased to hear that you are having a positive experience using our software for your hotel, Hotel und Gasthof zum Hirsch.

We can't wait to continue to work with you to achieve more success in the future.

Thanks,
The team @ SiteMinder

Very basic of use but with time it's a lot effort to have to double up with a separate accounting software when everything could be easily.

Easy to use but lacks basic features like being able to run useful financial reports

Hi Valerie,

Thank you for taking the time to submit your feedback. 

Our product team is currently working on updates to our revenue reporting and we are expecting this to go live in January 2018. The problem you have mentioned of only viewing the calendar two weeks in advance is also something that is on the roadmap for our team. We are expecting to work on this in early 2018 and we will provide you with more updates as we have them. 

Your feedback is very valuable so thank you again for taking the time to submit it.

Thanks,
The SiteMinder team

We have been using Little Hotelier with Siteminder (same company) for almost a year. For a company of it's size, the lack of support is astounding. I am constantly chasing them up for answers for the most simple issues. Even after going to the head of the department, issues are still just left or put in the too hard basket.
Aside from the lack of support, the biggest frustration has been how amateurish the system is. A simple thing like putting your own image as an invoice header has been ignored by them. To me, this is simple programming that could be done in a day at the most. Also, there is no guest profile or blacklist facility. To find previous guests you have to look at reservations, each reservation listed separately, not collating information. They brought in a function to add multiple guest names on a booking, not important. They really need to focus on what customers want, not what they want to do.
The latest issue for us is the lack of reports. They provide a few but none of them match each other. Some include payments when others don't, some include extra items when others don't, none include credit card fees. Their response to this was trying to get us to sign up to their payment system. If you can't get the basic system right, why would we do that? We are looking at other systems to replace this one as even though we are only a small hotel, we expect much more than this basic system for the money we pay each month. Do your research before signing up to this software. The basic bones are there but the support is terrible and the functionality is very basic. 

Terrible support and a very basic system

Thanks for your feedback. As you know, we have been escalating your suggestions directly to our team and we worked through your requests and gave you answers (and where possible timeframes) for each one. This is something we don¿t do very often, however we felt it was important as you were passionate about the suggestions. We have also put you in contact with our customer success team who have always been there to support you and your property. I believe they have reached out to you again this week to follow up. We are working on invoices. However, due to varying global regulations, it¿s a big project. We do understand how important this is, but we want to develop this feature properly ensuring it complies with international requirements. Guest profiles are also in active development and again we know this is important to hoteliers. With this in mind, it's especially disappointing to hear your thoughts on our support and I hope our team can continue to help you. 
Thanks - Clare @ SM.

I wanted to like Siteminder.  Their website touted how easy the system is, and its interface with my PMS.  Their dashboard, while it has a nice design, is limited in what you can actually do with it.  

First off, the whole reason I wanted a channel manager was to make life easier for me, not having to constantly update rates on OTA's, and when receiving a booking, not having to enter information into the PMS again.  Unfortunately, that's not what I got.  First, the rate process and availability, is pretty standard, however, CTAs or MLOS or reservation cutoff times do not transfer from the PMS with the siteminder interface.  Secondly, every reservation I get, I still have to enter some type of information:  credit card numbers are not directly put into the PMS.  So every reservation comes to the PMS without most of the guest information entered directly, then I get a separate email from siteminder with the reservation details, and payment information, which is also password protected,  so then I have to look up some obscure password that they send to you in the signup process, and is so long, you could never possibly remember it.  Then you have to take that information from the email and put it directly into the PMS....Why am I paying a separate interface fee if I have to touch each and every reservation?   

Then, whenever a reservation is modified or cancelled, it is not updated automatically in the PMS, you are sent another email, and have to make these changes manually.   Siteminder, please tell me again how this is making my life easier?  

Lastly, support is pretty much by email only.  If you call, they take basic information, and that "support" person knows how to read the user manual, and if they can't figure it out, they have to push it off the "second tier support" who only emails you.  Not too mention, they are in the UK, with a 5 hour time difference from the US.  So if you have a problem at say, 4pm, when people are checking in, you are out of luck.  

I cannot recommend them.  I am only sticking with them for a small time frame, because I have already paid a setup fee to both my PMS and Siteminder, and as soon as I think I've gotten my money's worth, I'm jumping to another channel manager.  

Limited Interface, Distant Support, No Follow-up. 

Hi Sean, we're sorry to hear that you haven't had the best experience with our products. Your continued success is our success, and we appreciate your honest feedback. We are constantly working on improving the experience of our customers through developing our products. Please reach out to us with further feedback if you wish.
Regards,
The Team at SiteMinder

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