Avis clients sur SiteMinder

Works as expected, tons of integrations

Commentaires : 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.

It could be way better

Commentaires : There are some incompatibilities to the Brazilian market, which limited our possibilities to the Siteminder partners, but it is a selfserviced channel manager with a good structure and amazing support.

Avantages :

The easy way of different types of settings for pricing, variations and additional rates.

Inconvénients :

The limited options of restrictions and the need of creating the properties anywhere and then connect, it is not so practical at all.

Terrible support and a very basic system

Commentaires : 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.

Very user friendly.

Avantages :

We were looking for one product with which to manage our inventory for several different OTAs. This is what SiteMinder does beautifully. We are also able to offer unique specials on our own site by using Channel Manager as our booking engine.

Inconvénients :

The only criticism is minor. When using the calendar feature in the RESERVATIONS menu to jump to a specific date, after entering the start date, you must also go back to the last calender and page forward to the required finish date. For example, if it is Feb and you want to look at arrivals in August, after selecting the "From Date" of 08/01, the "To Date" does not automatically change to August, but remains in Feb until manually moved to August.

Alternatives envisagées précédemment : OpenHotel PMS

Pourquoi passer à SiteMinder : Upper management recommendation.

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

Commentaires : 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.

Leading Channel Manager

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.

Great product, less than average support service

Avantages :

Great software for hoteliers who wants to reach a global audience. Will save a lot of time, especially if you want to offer many different rates and length of stay. Not expensive at all. Give you ability to connect to so many different booking sites around the world in no time. Another great thing is - they have their own PMS (LittleHotelier).

Inconvénients :

The support service. No words... Having problem during a weekend? Oh, sorry we have no one in the office you can speak about, leave a message... What? Response time for created cases is slow. Accounting: if you have several hotels: your bills could be mixed up easily. After being with them for 7 years quit only because of support service. Still do feel sad about that as I loved the software. Now we are using other software and each time I receive an answer from new software support in less then one hour I remember how I was waiting for SiteMinder answers for days!

Great CHM with plenty of feature

Avantages :

It is a very advance hotel manager software with the most partner connection.

Inconvénients :

Too complex for small or medium properties and also it is a bit too expensive

Overall Good Experience

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.

Very Reliable and easy to use

Avantages :

I have used SiteMinder for almost 10 years. This channel manager is very reliable and easy to use. I highly recommended to revenue manager and general manager of small to mid sized properties

Inconvénients :

none, I did not find anything that i would consider a flaw

Just plain terrible

Commentaires : We will be moving to something else as soon as we can. It's a disagrace from the company, their support and product teams

Avantages :

Nothing, it used to be a great channel manager and i'm wondering when it went so wrong

Inconvénients :

Siteminder used to be a top channel manager. Now we have 12 hotels on it and CONSTANT overbookings from every channel - their support is just terrible, each single instance they copy paste their response (basically blaming each single individual channel) and completely washing their hands of any fault. Channel maanger that can't manage channels and blames them - go figure. Also, they flat out refuse to provide ANY logs. Whether it's to do with connectivity, user changes etc. It's quite simply a disaster, what happened with this once great product. We will be changing as soon as we can

Alternatives envisagées précédemment : Cloudbeds et STAAH Channel Manager

Pourquoi choisir SiteMinder : Old channel manager had big limitations on channel connectivity - many key channels werent there

Pourquoi passer à SiteMinder : it used to be a good product years ago and we didn't know that it changed

Do your homework, check them out before commiting as to price and function

Commentaires : We entered on a 30 day free trial, then 6 months 1/2 price, 6 months full price. 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. 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.
The Canvas website template is very poor and expensive.

Avantages :

The calendar integration to multiple channels is essential by methods other than iCal. This one feature changes the picture for any operation with more than one channel. In the end, this was the only attractive feature.

Inconvénients :

My personal experience was the product is not at all intuitive, in other words you had to ask lots of questions rather than figure it out for yourself. Support and personnel are unresponsive to client suggestions when problems or difficulties encountered. Simple questions often take days for response. With 1-5 rooms, very expensive when you consider revenue versus accumulated expenses for this plus OTA commissions, payment discounts, housekeeping etc. No meaningful reports for revenue, Mobile app on Android was useless, had to use the browser version.

Very bad and faulty system, terrible customer support

Commentaires : 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?

Avantages :

It makes it easy for revenue managers to combine all OTAs into one platform, to manage rates and availability.

Inconvénients :

Terrible response time, error in their software but they make the customer solve the problem for them and pay for the damages caused.

DO NOT use this CMS if you're looking to improve SEO performance

Avantages :

Adding basic content to the CMS is fairly straightforward but there is nothing this offers which cheaper competitors don't.

Inconvénients :

There doesn't seem to ever be any updates made. As someone who works in digital marketing, making updates to the site to improve SEO performance is critical. However this CMS doesn't even allow the simplest of updates. It doesn't allow you to update page titles without the H1 header and main navigation title being updated. So just to be clear, updating page titles on their own is NOT POSSIBLE. This is 2017! We've been asking the question for over a year about when this will be updated and it's still not done! We still can't update page titles (some of the most important elements for SEO) and therefore are losing out on revenue because of this CMS. It also doesn't allow users to set up 301 redirects, which is simply laughable. Again, this is also impacting our performance. If it was solely my choice I'd have changed a long time ago. Avoid the canvas CMS at all cost if you're looking to improve SEO performance.

Siteminder, impossible to dislike

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.

The Technical department needs a few lessons in caring about customers

Commentaires : It is the only real serious booking engine available to local hoteliers and we would have a problem getting direct bookings if it was not available to us.

Avantages :

The staff that answer the phone are lovely and try to be helpful when you phone and the on hold music we spend hours listening to is good

Inconvénients :

Those that answer the support phone are lovely people and try their best to assist. However, they seem quite often not to fully understand what the product can and cannot do. 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. They sit on the problem for a week and try finding out when it is going to be fixed. They are like elusive Gods who think they are answerable to no one, least of all the customers!

Siteminder Reviews

Commentaires : 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.

The Best Channel Management Solution

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.

No overbookings

Avantages :

When introduced to the software, the hassle of over bookings were eliminated. With it's seamless integration to the PMS, it automates availability of rooms and increases revenue by making the most expensive rooms available.

Inconvénients :

I think commissions can be reduced to maximise profit.

Not a great start with SiteMinder

Commentaires : 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.

I love Siteminder

Commentaires : Very good. I will recommend this system to someone I know.

Avantages :

Very easy to control the allotment/ rate. Very easy for reservation management.

Inconvénients :

Overall, I think this system is very good and easy to use. The only thing I hope is that more OTAs can intergration with Siteminder in the future.

Gret channel manager

Commentaires : Great. It revolutionized my business 5 years ago, but I believe the market has changed since then and Siteminder will have to change with the times eventually.

Avantages :

Brings together most of my channels to one easy to manage place

Inconvénients :

Only works at a group of rooms/properties level. So I cannot list individual property availability which many sites require. For example - AirBnB work on a per property availability while Booking.com and Expedia work on the availability across your properties - like rooms in a hotel. Siteminder is great for Booking.com but does not work with AirBnB. Also I have two Booking.com listings, but Siteminder can only link with one, so I have to manually manage the second listing.

A great cloud services bundle

Commentaires : I work with many hotels, and having a tech solution that helps me save time and save money to the hotel is a must. I came upon siteminder looking online and I have already implemented it on several properties. Has everything you need to control your inventory and avoid overbookings. The website templates are also great, ease to use and fast. Its a tool that does what is meant to, helps you save time and helps you sell more.

Avantages :

Ease of use. Calendar grid lets me control everything Fast website builder Easy connection to OTA´s

Inconvénients :

Creating promotions on the booking button app should be better looking, not just a code

Easy to use software and help us save much time!

Avantages :

This channel management software help us save time a lot when compare to update manually in each channel. Report is also useful for check guest check in and check out dates.

Inconvénients :

Sometime the inventory update delay 5 - 6mins, but this isn't happen frequent. It would be great if system can instantly update.

Support for Using Software is Excellent

Commentaires : Overall, I find the system somewhat confusing, however the support team assist as best they can. I would say I am pretty tech savvy, and my issues are likely to do with the fact I was not on the team that chose and implemented this system.

Avantages :

The number of channels Siteminder connects with allows us a very simplified method of linking and updating our huge number of packages and rates options to many different channels.

Inconvénients :

I find the set-up often counter-intuitive and I rely heavily on the support team to talk me through various changes I need to make.