SiteMinder is an integrated suite of solutions for raising sector profitability across independent hoteliers, hotel groups or partners. The cloud-based platform promises to aid the attraction, reach and conversion of guests, boasting two-way global connections for wider channel management and quick integration with leading industry technology. Starting with The Channel Manager, users can leverage a dashboard-based UI to get all rooms online for faster bookings while visualizing channel performance in terms of revenue. Automation over inventory and rates eliminates manual entry when keeping all booking sites updated in real-time.
TheBookingButton then provides a branded booking engine for the hotel website, promising a customizable two-step booking process with multiple language/currency support and optimization for mobile and Facebook access. Canvas extends these capabilities with comprehensive hotel website creation tools based on a gallery of professionally themed templates. GDS by SiteMinder adds commission-free access to over 500k international travel agents via two-way GDS connectivity, while Prophet delivers hotel-pricing guidance including revenue metrics, competitor rates and market trends.
have spent plenty of time on it to set all the channels up so I haven't been able to move elsewhere but will be looking up other systems soon. Need to see what works better in this big market, They never ask themselves WHY Siteminder?
good software for a start off but then it stops there, updates they make are all useless
technical support is good and prompt on very small issues but helpless if you ask for more,
easy to use Channel Manager & BookingButton after the initial setup,
monthly price is same as many other providers but what you get is far from good
- Siteminder & BookingButton are basic but you pay top price for nothing
- the reservation templates that are sent over by email come in 2 pages long,
- need to spend 20 mins to get card details for every booking
-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
-All OTA's can put a cut off time for same day bookings but Siteminder can't do it, you lock up at 10.30pm but at 11.59pm someone can still make a booking & turn up God knows about 3am
-developing team in Australia makes 1 update in 2 years & never gets the messages from the helpless Technical Support team in UK, even then you know 100% it'll be a negative reply.
- have been asking them for 5 years to add a simple *PROMOTIONS" tick-box to apply discounts to any day you want but they keep ignoring it, waste of time
-tech support team in UK gives you their own versions of solving issues instead of passing feedback to HQs and following up the problems
-they have a terrible Knowledge Base & expect you to pay professional web designers to integrate Booking & Availability widgets on website or keep with their ugly looking widgets,
- Guests can cancel a booking but not modify it, not possible
-keep sending them feedback for 5 years & they never cared to fix any of them, not good at all
-been very busy & haven't been able to switch to another company but will do it very soon
Likelihood to recommend
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.
It puts bookings into the system via channel manager as it should, well most of the information but not all.
The lack of support and it not being able to do basic things like reports.
Likelihood to recommend
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.
Having the entire SiteMinder suite of products has reduced our time spent managing reservations and has provided a brand presence that truly reflects our vision of a boutique hotel. Canvas has also improved the quality of guest interaction with our website, they are spending more time in areas like rooms, gallery and attractions. The pages are right there on the homepage easy for them to find and the layout is cleaner and more inviting to browse.
Likelihood to recommend
Being in the hotel industry, we operate 24/7, and when there is a need for customer support follow up, you would expect 24/7 or at least decently efficient follow-up.
During a period when our hotel was fully booked, we closed the allotments for the higher room types, while increasing the rates for our standard rooms, so that if a booking were to come in, we could easily afford to book the guest in a neighbouring hotel, most of which happen to be full or high occupancy as well.
Having set up the system, and input the values, one week before the period we are full, I had expected the system to have updated all our online agent sites. Lo and behold, we received a booking 5 days after I had input the new values. And at our normal standard rates at that.
Obviously this would be a problem for us. So I called up the agent to check if they had been linked up with Siteminder. They checked on their back-end, and it showed all up and running.
So I immediately called Siteminder to get them to check on their back-end, and informed them that the guest would be arriving in 2 days time, so I needed an answer before then.
The amazing part was to be told that I needed to wait 3 days for a reply. Despite knowing that the guest would be arriving in 2 days time. They just threw the problem back to me.
Up until the guest arrived, there was still no resolution from Siteminder.
For a company that is so closely linked to the hospitality industry, and who claims to be one of the best there is, this is abysmal performance. Why should I be paying them, when I end up having to solve problems created by them?
It makes it easy for revenue managers to combine all OTAs into one platform, to manage rates and availability.
Terrible response time, error in their software but they make the customer solve the problem for them and pay for the damages caused.
Likelihood to recommend
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.
Below are some frequently asked questions for SiteMinder.
SiteMinder offers the following pricing plans:
Starting from: GBP29
Pricing model: Freemium, Subscription
Free Trial: Available
(Pricing based on properties with 10 rooms)
Prophet: FREE forever
The Channel Manager: £49 per month (or £47 per month when paid annually), 14-day free trial available.
TheBookingButton: £29 per month (or £28 per month when paid annually), 14-day free trial available.
Canvas: £49 per month (or £47 per month when paid annually), 30-day free trial available.
SiteMinder offers the following features:
SiteMinder has the following typical customers:
Large Enterprises, Mid Size Business, Public Administrations, Small Business
SiteMinder supports the following languages:
English, French, German, Italian, Spanish
SiteMinder has the following pricing plans:
We do not have any information about what devices SiteMinder supports
SiteMinder integrates with the following applications:
5stelle*, Innkey PMS, InnkeyPOS, Preno, SAP Fieldglass, Welcome Anywhere
SiteMinder offers the following support options:
Knowledge Base, Online Support, Phone Support, Video Tutorials