Review Time
Awful customer service. The responses seem generated by AI, and it feels like my messages are ignored, receiving only random replies. I have used this service for six years, and it has noticeably declined. The Guest Engagement add-on, once great, has also lost its functionality and is now completely unusable.
Disappointing support experience. The responses seem automated and lack personalization; it feels like my messages aren't genuinely addressed, just receiving generic replies. After six years of using this service, I've noticed a decline. The Guest Engagement feature was once impressive, but it has greatly diminished in functionality and is nearly unusable now.
While the platform has some workable features and usually responsive customer service, it is primarily designed for individual hotel rooms, lacking support for suites or other types of accommodations. This limitation can confuse guests and makes it unsuitable for various lodging models. Due to this confusion, we canceled our subscription, but despite giving written notice, charges continued to be deducted from our account. These charges are now under dispute. Based on our experience, the platform is best for traditional hotels selling single rooms. Other accommodation providers should carefully evaluate its suitability and cancellation processes before committing.
Poor communication from this channel manager. I had a subscription for four years and was not informed of new channels added to their package. The support team gave me incorrect information when I decided to leave, resulting in an additional year's payment for my subscription.
Lousy customer support. I have tried to reach them for over a month through every email I have, but no one replies. Occasionally, a 'person' sends an email, but if I respond, I get the same original message back, like a malfunctioning AI. If we treated guests this way at my hotel, we would have gone bankrupt long ago.
We decided to try this service after seeing it recommended, thinking it was more of a marketing platform than just a reservation engine. Unfortunately, the experience has been very disappointing. From the beginning, promises made by their team were misleading. They claimed to enhance our direct reservations, but that never happened. Instead, we faced frustrating interactions at every step: from account setup to basic support queries. The first month was particularly concerning, as we received no communication, making us question if we had been scammed. When our kickoff call finally came, the assigned representative did not show up. We were connected with another agent who was unprepared and unhelpful. We quickly decided to cancel our account, but that has become a nightmare. We are now dealing with ongoing payment issues, and the support team has been dismissive and unhelpful. I live in a country not known for great service, yet this experience has been the worst I’ve had. This service has caused us more time, energy, and frustration than any other provider. I strongly advise considering other options.
Disappointing experience. A complete waste of time. Misleading sales claims, numerous limitations, and little added value. Setting it up was a total waste of time and money, only to find it didn’t work. Their channel manager is very basic with limited functionality. They admit this only when issues arise. Additionally, if you don’t continue after the trial, they hold your platforms hostage, blocking access for changes and causing issues like double bookings. They are currently facing legal action due to this.
Steer clear of this service. Their functionality is lacking, and after canceling my subscription for this reason, I’ve received harassment emails about fictitious invoices three months later. They do not adhere to data privacy and credit card safety regulations.
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SiteMinder is the most awarded hotel platform chosen by over 50,000 hoteliers worldwide. We redefine guest acquisition and revenue management to put hotels in demand, transforming how they attract and convert their ideal guests at the best price. Through unrivalled data insights and the world's largest open ecosystem, our AI-driven platform maximises revenue potential.
Built on nearly two decades of innovation and leadership, SiteMinder is the only platform that not only identifies market opportunities in real time, but enables instant action to secure the most valuable bookings. Together, these capabilities increase occupancy, grow ADR, and position hotels as proactive revenue leaders.
The SiteMinder platform includes:
Revenue Management - Dynamic Revenue Plus, Business Intelligence, Rate Management, and Market Insights that deliver real-time pricing recommendations—so hotels maximise every revenue opportunity.
Guest Acquisition - Channel Manager, Channels Plus, Booking Engine, Metasearch, and GDS connectivity that give properties unmatched visibility across the world's largest distribution network.
Guest Experience - Payments, Website Builder, and Guest Engagement tools that work together to create seamless, optimised experiences that turn more lookers into bookers.
SiteMinder is the most recognised provider by HotelTechReport in 2025 with awards for:
#1🏆 Best Hotel E-Commerce Platform
#1🏆 Hoteliers Choice Award
#1🏆 Best Channel Manager
#1🏆 Best Booking Engine
#1🏆 Best Metasearch Management Software
#1🏆 Best Website Design & CMS
#2🥈 Rate Shopping & Market IntelligenceSee more
