SiteMinder

4,0 (184)
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Marketing et gestion en temps réel des réservations d'hôtels en ligne

Note globale

4 /5
(184)
Rapport qualité-prix
3,9/5
Fonctionnalités
3,9/5
Simplicité d'utilisation
4,1/5
Support client
3,6/5

74%
des utilisateurs recommandent cette application
Classer par

184 avis

Aaron
Aaron
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé Autre pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Good integration tool as Channel Manger

Publié le 29/04/2021

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

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

Avantages

It has many features and it is widely recognized by different OTAS and PMS systems. It is very complete system and relatively straightforward to use.

Inconvénients

Some features are a bit complicated to operate and then you would need to see a tutorial or contact customer support to understand the procedure.

Réponse de SiteMinder

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

Moyyed
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Leading Channel Manager

Publié le 23/04/2019

Avantages

I have been using Siteminder for quite a while now and it has proved to be one of the most robust channel management softwares for the hotels. Here's how I am going to break down the Pro's of Siteminder :

1- Simple and Easy to Use
2- Supports many big, mid-size and small OTA's.
3. Reservation & Yield reports.
4. Connectivity with multiple Property Management Systems.
5. It's definitely cost-effective
6. Easy to set-up rooms, rate plans and map them.

Inconvénients

Apart from all the good things mentioned above Siteminder still needs improvement in certain areas. The thing that I like the least about them are as follows :

1. Customer Support is terrible and very rarely would you get a first call resolution.
2. GDS by Siteminder is not being managed efficiently, the staff seems to have very little information on how GDS works.
3. Their turn around and on-boarding time sometimes take weeks.

Réponse de SiteMinder

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

Peter
Note globale
  • Secteur d'activité : Loisirs, voyage et tourisme
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 1.0 /10

Not a great start with SiteMinder

Publié le 04/04/2023

We have Tech issues from the get-go, and now a month on still do not have a fully working channel...

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.

Avantages

Really prompt in Sales, and the product training was great

Inconvénients

The staff - sales/account manager from the Australia office won't call to discuss issues leading to huge frustrations.You can't talk with the same support person, and some staff don't appear to comprehend what is being asked of them. Many staff has promised to call me back and I haven't heard from them.

Réponse de 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

Hans
Note globale
  • Secteur d'activité : Hôtellerie
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Works as expected, tons of integrations

Publié le 18/07/2018

Simplifies my life, a lot.

Simplifies my life, a lot.

Avantages

Tons of integrations, at a pretty much fixed price. Lots of others charges per reservation, per connection, or whatever, but Siteminder only charges per room. Nothing else. It's super clear and transparent.

Interface is fairly easy to use. I especially like that you can choose to resend a failed reservation, which usually fixes any problems.

In general, Siteminder rarely causes problems, and there's very little I need to contact support about.

Inconvénients

It still functions as a middle-man. Lots of new PMSs are offering integrated Channel Managers, and they will be more native, which will inherently have an advantage over traditional Channel Managers.

Another thing is there support is super slow. You have to submit a ticket and wait for them to get back to you. Good thing though is that there is VERY little I had ever needed to contact them about.

A few connections I'd like to see a better connection with, in particular HostelWorld and HotelTonight.

Réponse de SiteMinder

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

Utilisateur vérifié
Note globale
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

Overall Good Experience

Publié le 14/06/2018

Avantages

Very complete Channel Manager with everything you need to run several properties mapped through different OTAs.
Working properly, never had a real issue.
Their customer support got back to us promptly each time we had a problem in understanding something or for a set up.
Like some says it's easy to use when you know what you're doing.
It's a very professional Channel Manager.
The price is also professional but nothing surprising when you have stability and efficiency.
I would definitely recommend it.

Inconvénients

Like I said above, it's a very professional Channel Manager so you should expect having troubles understanding what should be done and what should be left untouched.
That has been the major issue for us, to understand what to manage and what not to touch.
We didn't have the experience we have now with channel managers so as profanes it was pretty hard to do the set up.

Réponse de SiteMinder

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Affordable Channel Manager but Support is Lacking!

Publié le 04/12/2018

Overall Siteminder does what it needs to do and when everything is working as it should, the system...

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.

Avantages

Great all round system when everything is going well.

Inconvénients

Support is very slow with a lot of chasing required.

When things don’t go right and an error has been made between the PMS and channel manager a lot of finger pointing can happen.

On some channels, some information like email addresses cant be delivered to the PMS.

Réponse de SiteMinder

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé Autre pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 4.0 /10

SiteMinder Got the Job Done

Publié le 12/04/2019

SiteMinder was able to promote our listings on sites that require a partnership to do so and on...

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.

Avantages

We were able to promote booking options on sites like TripAdvisor.

Inconvénients

You are forced to use their booking engine which wasn't really setup for how we facilitate online bookings. The booking engine does not include a decent templating system so you are left with a generic looking checkout process.

Réponse de SiteMinder

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Immobilier
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Probably the best channel manager on the market

Publié le 05/06/2018

Great channel manager connecting with lots of PMS too.

Great channel manager connecting with lots of PMS too.

Avantages

We have been using SiteMinder for a few years now and it has always been reliable. Rates and availability are always syncing with all the online channels. They also have other great features like Bookingbutton that can power our direct booking site.

Inconvénients

It's a simple enough tool for everyone to use. I don't have any negative opinions about SiteMinder. It just works!

Réponse de SiteMinder

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

Rob
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Works as it should

Publié le 02/10/2019

Avantages

As stated in my review it works as it should, which as I am sure most people are aware that is rare these days.

Inconvénients

Every now and again it will glitch, but overall I would says its works as it should 98% of the time.

Réponse de SiteMinder

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

Cayce
Cayce
Note globale
  • Secteur d'activité : Comptabilité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Helpful software

Publié le 16/04/2020

Avantages

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.

Inconvénients

Navigation is a little difficult but will get better as I get used to the software

David
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Terrible product, even worse support

Publié le 19/02/2023

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

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

Avantages

I don't know what to answer. There was not too much to like in it. The software is full of bugs, and the support is absolutely incompetent.

Inconvénients

The software is full of bugs which make you lose lot's of reservations.Their support is not willing or not able to solve any problem.

Réponse de SiteMinder

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.

Adrian
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

Terrible support and a very basic system

Publié le 23/02/2017

We have been using Little Hotelier with Siteminder (same company) for almost a year. For a company...

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.

Avantages

It puts bookings into the system via channel manager as it should, well most of the information but not all.

Inconvénients

The lack of support and it not being able to do basic things like reports.

Réponse de SiteMinder

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.

Mafalda
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Siteminder, impossible to dislike

Publié le 23/02/2022

Avantages

I have worked with different channel managers, however Siteminder has been the most intuitive to work with and the support of the team has been amazing since day one.
The connection with our PMS was and is perfect.
Overall the benefits are more than enough for us to keep Siteminder as our channel manager for a long long time.

Inconvénients

I believe that what can be improved are the yield rules. To close availability upon percentage of total sold rooms. This is an action we, specifically, would love to have.

Réponse de SiteMinder

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!

Christina
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

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

Publié le 09/03/2018

Many.

1. The channel manager is very stable!! We have less than 1% of issues and even then...

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.

Avantages

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.

Réponse de SiteMinder

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

Fatima
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Best choice we made for a channel manager !

Publié le 23/08/2019

We had a different channel manager when we started our business, it worked just fine but it had a...

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!

Avantages

Availability of customer service is incredible, their very knowledgeable & will answer any question you have, never failed to respond to me in the whole year we have been working with Siteminder, they are very professional & will answer you in the best delays.

Inconvénients

None, everything works perfectly for the time being

Réponse de SiteMinder

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

Cary
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Siteminder Feedback

Publié le 07/06/2021

Avantages

Very smart and technical software, will continue to use. Especially the multi language customer service is much help, thanks for [SENSITIVE CONTENT HIDDEN] always give me much much more help on any of kinds of problems, 5 star service for her.

Inconvénients

could be more colorful or App download use.

Réponse de SiteMinder

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

Sally
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Ok for the Price

Publié le 21/12/2018

Since we do not depend a lot on the online reservations (we do more contract and group business),...

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.

Avantages

The flat rate for the Channel Manager, so we are not paying for each reservation that comes thru the channel manager. But then we signed up for GDS thru them, thinking it was the same way, but it turned out they are charging heavy fees for the GDS reservations.

Inconvénients

Customer Support. Terrible.... Hard to get anyone to help you. Don't know who to call. They are based out of Australia, and I dont think they have a very strong support system for their US clients. I have been trying to get a rate loaded, and haven't had much help.
Another thing I definitely do not like is that we cannot provide a link for our group business to book directly. If we do, then there is a heavy fee I think. So we prefer

Réponse de SiteMinder

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

Mikhail
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Great integration and channel management

Publié le 12/04/2022

Avantages

The ability to distribute inventory to all channels with a click of a button. Being able to access booking information across all channels and manage them accordingly. Integration between our PMS and SiteMinder.

Inconvénients

The software is easy to use and has many Pros, there are no cons to report.

Réponse de SiteMinder

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.

Sean
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client

Limited Interface, Distant Support, No Follow-up.

Publié le 09/12/2013

I wanted to like Siteminder. Their website touted how easy the system is, and its interface with...

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.

Réponse de SiteMinder

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

Javier
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

The very best channel manager out there

Publié le 17/01/2020

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

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

Avantages

It love the versatility the Channel Manager has. Very easy to set up new room types, connect to new channels, and creating rates amongst other things. I just love using Siteminder

Inconvénients

My least liked feature of this platform is probably their booking engine. It's very archaic and not very user friendly. I wish they improve this part sometime soon.

Réponse de SiteMinder

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

Apichet
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Reliable and wide connectivity

Publié le 09/06/2021

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

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

Avantages

I love its reliability and consistency of its work. The sales team and support team are professional and helpful. That’s why I always prefer Siteminder.

Inconvénients

A bit high price when compare to many products in the the market however the value in return is a key.

Réponse de SiteMinder

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

Tim
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

The Best Channel Management Solution

Publié le 24/07/2019

Avantages

Range of channels
Range of other apps , PMS and booking engines
Adaptability and flexibility of set up.
Very reliable
Great support
Cost

Inconvénients

Wish new feature could be added to Booking engine, such as loyalty scheme or secret rates to help us compete with OTA pricing.

Réponse de SiteMinder

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

Valerie
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

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

Publié le 01/10/2017

Very basic of use but with time it's a lot effort to have to double up with a separate accounting...

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.

Avantages

Very very basic. So if you want something that requires limited knowledge to use that software, this is it. Not a fancy software at all. You get your reservations in and that's pretty much it. So that might fit some.

Inconvénients

Biggest con for us is to have only a 2 weeks at-glance calendar. It's annoying. Siteminder should work on it. Then when you click on "save" sometimes it does not save properly and you have to start all over again.
Lack of financial useful revenue reports be it per month, or by room type. So you need an accounting software outside of Siteminder.
Potential to be great with a few easy improvements.

Réponse de SiteMinder

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

Karu
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Siteminder Reviews

Publié le 04/08/2016

To be honest, I am very satisfied using the product. Except on several occasion certain room
catego...

To be honest, I am very satisfied using the product. Except on several occasion certain room
categories have been booked twice despite inventories have been closed on channel manager. Beside these problem, overall it is an excellent product to use

Avantages

Easy to manage and efficient
Saves time

Inconvénients

showing /sending room availability on certain ota channel despite inventory has been closed on
channel manager therefore caused overbooking situation. If channel manager suppose to send real time room availability to all the mapped channels, how could it happend?

As our hotel is in Singapore, we are not able to contact Siteminder's customer support directly during emergencies for advise. Only via emails and it could take few days to resolve the problem.

Réponse de SiteMinder

Hi Karu,

Thank you so much for your feedback. We're glad to hear that we're saving you so much time.

Regarding your overbooking issues, please contact support as soon as or if they arise and we will be able to investigate this for you as it is not a regular occurrence to date.

In any case, we're sorry you didn't receive the usual SiteMinder experience we pride ourselves on and will look to improve.

Please let us know if you have any further feedback on info@siteminder.com.

Regards,
The Team at SiteMinder

Rory
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 2.0 /10

Not great support

Publié le 01/10/2019

Avantages

It is suited to hostels but only partly.

Inconvénients

Group bookings, different check in and out dates for 2 or more rooms. Support is not great and resolution is even worse. They closed out my availability leading up to the busiest weekend of the year across all sites and have done nothing about this to date....7 months ago.

Réponse de SiteMinder

Hi Rory,

I am so sorry that we have not addressed your availability and group bookings issue, and that you felt you have not received the highest level of support to resolve the issues promptly.

I have personally escalated this to our highest levels of support to get back to you within the next two hours and make sure we truly listen to how we can help an important customer like yourself.

If you have a preferred time you'd like us to reach you and a preferred number - please do let me know and I'll get that to them as quickly as I can. Otherwise, they will try to contact you with our details on record within 2 hours.

If there's anything else I can do, please let me know, Rory.

Sincerely,

Misha Stemper