SiteMinder Arvostelua 396

Connectivity issues (last year), billing, almost non existant customer service. I have been trying for 2 months to get refunded for their illegal charges after upgrading to another "product". It didn't work out but they charged me nevertheless (trial period), I had no other choice but to pay otherwise my business would not be able to migrate to another channel manager in between reservations. In addition to that, after cancellation the charge is different that agreed, for the same service. I'm being overcharged on and on and on and good luck getting support by a bot.

I am updating my previous review to reflect the significant progress made since my initial complaint.

After posting my concerns, SiteMinder Support Manager reached out and conducted a thorough, deep-dive investigation into the technical issues we had experienced. It was professionally clarified that the root cause of the synchronization errors actually originated on the channel's (Expedia) side. While the lack of immediate error reporting in Expedia's system is still considered as something to be developed, as well as the first tier of their support team, the way SiteMinder handled the aftermath was exemplary.

Key points of my updated experience:

Thorough Investigation: They didn't just give a canned response; they actually looked into the logs and identified the third-party source of the error.

Professional Escalation: Unlike my initial experience with front-line chat support, the senior team was attentive, open to my suggestions, and handled the complaint with the gravity it deserved.

Feedback Integration: They were genuinely receptive to my insights on how their system could better alert users when an OTA fails to update.

Reliable Follow-up: The communication was consistent and transparent throughout the resolution process.

While the initial support interaction was far from ideal, the company’s willingness to take accountability and their dedication to fixing the relationship has restored my confidence. SiteMinder has proven that they value their clients and are committed to resolving high-stakes issues professionally.

Title: Critical Sync Bug & Financial Loss – Unacceptable Support (Case #08567821)
Review Text:
I strongly advise small property owners to stay away from Little Hotelier / SiteMinder. Their software caused a severe technical overbooking due to a documented system bug, which their support team (Ticket #08567821) refuses to take responsibility for.
The Documented Evidence:

My system logs (Request ID: 71449ad9...) prove that a 14-night booking ("Mazzaro") was successfully recorded on Jan 4th, 2026.
On Jan 20th, 2026, their automated backend process (activate-platform-property on Kubernetes) reset my inventory without performing a Full Sync. This pushed a false "available_count: 1" to Airbnb for dates that were already sold.
This bug generated a double booking with Airbnb guest ZH7AK5 (Muriel Morin) and an immediate €106.00 penalty from Airbnb (which I had to dispute myself).

Despite my proactive attempts to resolve the issue with the guest, the customer was rightfully frustrated by the chaos caused by Little Hotelier’s software and cancelled the reservation entirely. This resulted in a certified loss of €1,300.00 for my property ("A Casa di Amici").
The technical support closed my case as "resolved" without offering any compensation. Furthermore, their billing department continues to send payment reminders for a service that has caused significant financial and reputational damage to my business.
I have already terminated my contract for breach of contract and migrated to a reliable provider (Octorate). If you value your data integrity and professional support, look elsewhere. SiteMinder has proven to be technically unreliable and commercially dismissive.
Marco De Pietro
Owner of "A Casa di Amici"

Hace varios meses abrí mi cuenta para probar Little Hotelier, pero vi que no se adaptaba a mis necesidades. Inmediatamente solicité la cancelación de mi cuenta ya que tenía prueba gratis.

Después de casi 2 meses me han facturado una cuota mensual. He reclamado por Chat y Correo y después de 3 semanas sigo sin tener una respuesta. Todo el tiempo me piden que rellene el formulario que tienen en el área de cliente para cerrar mi cuenta (ya lo he hecho 3 veces y la cuenta sigue activa).

No tengo forma de cerrar la cuenta y me están cobrando dinero por un programa que no estoy usando. Después de todo este tiempo he conseguido que me respondan al correo electrónico, pero siguen sin solucionar el problema.

Respuesta de soporte: "Por este motivo, las facturas que ha recibido cubren el servicio prestado tras el periodo de prueba hasta la fecha de finalización del contrato."

¿Qué servicio prestado? He solicitado el cierre de mi cuenta y no he vuelto a iniciar sesión desde noviembre. Hace dos días he vuelto a recibir una factura. ¡No hay forma de que me devuelvan mi dinero!

Lilter hotelier y site Kinder me hicieron perder decenas de horas con promesas falsas y otras expectativas de su pms para gestión de apartamentos y al final solo llegaban decepciones y facturas. Después no son responsables

Whilst the platform has workable functionality and generally responsive customer service, it is structured to only sell single hotel rooms and does not adequately support suites, multi bedroom units, cabins, or self-contained accommodation. This limitation can cause guest confusion and makes the system unsuitable for many non-hotel accommodation models.

Due to this customer confusion, we cancelled our subscription. However, despite providing written notice to cancel and clear instruction for all payments to cease, charges continued to be debited from our bank account after cancellation. These charges are currently under dispute and have required escalation.

Based on our experience, the platform is best suited to traditional hotels that only sell individual rooms. Other accommodation providers should carefully assess both suitability and cancellation processes before committing.

Don't even provide iCals!

Problème de connexion à notre compte,un membre de l’équipe sitemider a résolu le problème avec patience et efficacité.
Merci beaucoup .

Channel manager farragoso para programar si sólo tienes un hotel. Además, por defecto sale todo en inglés, así que si tus clientes son de aquí mejor busca otro PMS para estas cosas...

Very bad communication from this channel manager. I had a subscription for 4 years and have not been informed when new channels were included in their package.
The client support did not provide me with the correct information when I decided to leave this manager so I am ending having to pay for my subscription for an additional year.

Terrible customer support. I have been trying to contact them for more than a month now, on every e-mail address I know, but no one ever replies. Sometimes a "person" writes me an e-mail, but if I reply to that, they never reply, just send the original e-mail again, like some weird malfunctioning AI that can only send one specific text.
I work in a hotel, and if we trated our guests like this, we would have gone bankrupt years ago.

We decided to give SiteMinder a try after seeing them in Cloudbeds, initially believing it was more of a marketing platform than just a reservation engine. Unfortunately, the entire experience has been deeply disappointing.

From the start, their team made promises that turned out to be misleading. They claimed they would significantly enhance our direct reservations, but that never happened. Instead, what followed was a series of frustrating interactions marked by incompetence at every step: from opening the account, to setup, to basic support questions.

The first month was especially concerning because they went completely radio silent, leaving us questioning whether we had been scammed. When it came time for our kickoff call, the assigned person did not show up. We were eventually connected to another agent, but they were clearly unprepared and added no real value.

We quickly decided to cancel our account, but even that has been a nightmare. We are now dealing with ongoing payment issues related to reservations, and the support team seems almost vindictive in their approach. They have been dismissive, unhelpful, and at times downright sassy.

I live in Portugal, a country that is not exactly known for exceptional service, and yet SiteMinder has managed to deliver an experience that is far worse than anything I have ever encountered here. In all my years of dealing with service providers, I have never had such an unpleasant experience. SiteMinder has cost us more time, energy, and frustration than any company I have ever dealt with.

If you are considering them, I would strongly advise looking elsewhere.

Muy decepcionada con SiteMinder.
Contraté el servicio con la promesa de una integración sencilla y soporte eficiente. La realidad fue otra: nunca logré completar todas las conexiones necesarias, el equipo de soporte ignoró mis mensajes durante semanas, y cuando decidí cancelar tras múltiples intentos fallidos, me respondieron exigiendo el pago de un mes adicional, alegando una cláusula de preaviso, pese a no haber recibido el servicio por el que pagaba.

He escalado el caso directamente con Enrique Quaquentzi del equipo de “Customer Success” y ni siquiera ha respondido mis correos.

Una experiencia vergonzosa. No recomiendo SiteMinder a ningún hotel independiente que valore el soporte, la transparencia o el trato profesional.

Horrible. A huge waste of time. Misrepresentations by their sales team, many limitations and very little value added. A total waste of time and money setting it up to find out that it didn't work. Also their channel manager, calendar is super basic and limited functionality. They themselves admit it but only when issues come up.
Also, if you don't continue after the trial, they hold your platforms, ie Airbnb etc hostage. They block access to make changes and airbnb can't unlock or disconnect siteminder. I got a double booking because of it. They are being sued because of this.

Llevamos varios meses utilizando SiteMinder y, lamentablemente, nuestra experiencia con el equipo de soporte ha sido muy negativa. Ante cualquier problema técnico —algunos de ellos graves, como errores en la descarga de reservas o la falta de sincronización de tarifas— nos hemos sentido completamente desatendidos.

Las respuestas suelen llegar tarde, muchas veces en horarios inadecuados, y rara vez aportan soluciones concretas. Los casos se alargan durante semanas sin avances, y da la sensación de que nadie toma realmente la responsabilidad de resolverlos.

SiteMinder presume de ser uno de los mejores channel managers del mercado, pero nuestra experiencia es otra. A nivel técnico, el sistema es sorprendentemente poco flexible. Nuestra estructura tarifaria —que requiere suplementos por persona adicional calculados por porcentaje— no se puede gestionar correctamente desde SiteMinder. Solo permite configurar suplementos fijos. ¿Cuánto tiempo hace que los suplementos fijos dejaron de ser la única opción posible? Hoy en día lo normal es trabajar con suplementos dinámicos, y SiteMinder no ofrece esta posibilidad. Afortunadamente, podemos gestionar las tarifas desde nuestro PMS, que sí permite aplicar este tipo de suplementos de forma porcentual.

Además, la integración con algunos canales ha sido un auténtico desastre. Con Expedia, por ejemplo, hemos tenido que crear manualmente los suplementos por persona extra directamente en la extranet del canal, porque SiteMinder no permite mapear tarifas por ocupación con ellos. ¿Para qué sirve un channel manager si hay que seguir haciendo este tipo de configuraciones directamente en cada canal?

Tampoco podemos olvidar que el proceso de migración a SiteMinder fue caótico. Se nos prometió un servicio ágil, profesional y adaptado a nuestras necesidades. La realidad ha sido completamente opuesta.

A día de hoy, no recomendaríamos SiteMinder a ningún alojamiento. Ojalá esta reseña ayude a otros a tomar una mejor decisión desde el principio.

Un absoluto desastre. No solo están utilizando una tecnología arcaica y que está ampliamente superada hoy en dia sino que te causan problemas por su inoperancia y cuando pides explicaciones se esconden y no dan la cara.

Una panda de cobardes es lo que son

Mala experiencia
Casi 3 años hube cliente pero al final di baja porque el servicio es fatal
He hecho reclamación en mi caso pero aún no he recibido la respuesta

Avoid at all cost. Their service barely works, after canceling my subscription for this fact, i am now getting (3 months after the fact already) harassment emails for fictitious invoices and they don't follow GDPR and data privacy/credit card safety regulations.

Una herramienta excelente, su atención al cliente y cuidado del mismo pésimo. Tratas de hablar con ell@s y no hay un seguimiento y una voluntad por atenderte.