SiteMinder

Software gestionale

Commenti: Terribile ho perso molto tempo venendo rimbalzato da un tecnico ad un altro tutti molto gentili ma alla fine il risultato è pari a zero sono legato per un anno a loro senza poter far nulla.
Avendo ricevuto una prenotazione solo con il vecchio operatore sarebbe stato bello essere implementato con altre Ota ma loro dicono che non lo fanno e ci deve pensare l'utente forse causa pandemia tutto tisulta piu difficile ho è una scusa ma il risultato è che mi ritrovo ad avere un sito così così poco visibile e pago per niente

Aspetti positivi:

Premetto che ho un piccolo beb m'illudevo di poter essere aiutato a trovare nuovi ospiti visto la crisi pandemica e l'idea mi sembrava buona purtroppo non ha funzionato

Aspetti negativi:

Difficoltà di utilizzo da cellulare dicono che sistemeranno ma intanto e macchinoso

Works as expected, tons of integrations

Commenti: Simplifies my life, a lot.

Aspetti positivi:

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.

Aspetti negativi:

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.

Very user friendly.

Aspetti positivi:

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.

Aspetti negativi:

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.

DO NOT USE FOR HOLIDAY LETS : COWBOYS WITH CONTRACTS

Commenti: Sales person who tells you what you want to hear. This product doesnt work for holiday lets. And absolutely not as it states for 'Little' companies at all. Constantly told 'I will refer that to product development' - which has no answer or time scale to the problem and apparently zero guarantee of it being changed. 4 weeks of effort, I decide to cancel (within my 30 day trial) buy another product (which took 24 hours to install and set up) then I get a bill for £600 and a development person contacts me so I can help him understand the issues, wanting explanations screen shots etc (I have already sent this ).

Aspetti positivi:

The front desk is impressive if you had a small hotel. I was sold the product for a holiday let company, given a free trial and invoiced a full £600 because I made it live to test (the only way to test is to make it live).

Aspetti negativi:

This software is for a fledgling company, I run another company that turns over £20mill, I am not a stranger to software. The invoicing just doesn't work. The only option if you take a deposit is 'pay at property' . Also if you take payments yourself and not with their products - the invoice will not update the amounts correctly. All invoices were wrong in amount and direction to the customer how to pay. My communication emails to guests says 'Pay at property' - Support told me just write somewhere else on the email that they should ignore that and what they should really do.

Leading Channel Manager

Aspetti positivi:

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.

Aspetti negativi:

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

Aspetti positivi:

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).

Aspetti negativi:

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!

Do not waste your time (and money)

Commenti: If you want a very basic system, easy to setup, and budget does not matter, you may be happy with Siteminder.
If you want value for your money, functionalities for your pms, customization for your booking engine, integrations for your pms, accounting system... and a reliable support ... look somewhere else.

Aspetti positivi:

Easy to setup, functional, good channel manager.

Aspetti negativi:

Lack of PMS functionalities: no way to handle groups, agents, segments. Little hotelier is more like a functioning beta, lacking most important options.. Lack of updates: no significant improvements (BE/CM) since we started in 2016. It's no surprise that their booking engine is behind their competitors at this point, it lacks customizations and functionalities Bad support: do not expect much from them, clear miscommunications between their services. We have been clients since 2016 and the way they treat us...

Great CHM with plenty of feature

Aspetti positivi:

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

Aspetti negativi:

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

Overall Good Experience

Aspetti positivi:

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.

Aspetti negativi:

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.

Affordable Channel Manager but Support is Lacking!

Commenti: 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.

Aspetti positivi:

Great all round system when everything is going well.

Aspetti negativi:

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.

Very Reliable and easy to use

Aspetti positivi:

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

Aspetti negativi:

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

Horrible all around

Commenti: Horrible- I would not wish this service for anyone.

Aspetti positivi:

I like that I can get out of using it as soon as possible- they make it time consuming to try to setup and get working but at least I can leave after months of horrible service and no functionality.

Aspetti negativi:

Absolutely no customer support- their phone line support always responds that everything is working when nothing is setup correctly. Their email support just never gets back to you. I have been manually checking reservations for nearly 6 months because of no help or functionality from Siteminder!

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

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Commenti: 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?

Aspetti positivi:

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

Aspetti negativi:

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

Aspetti positivi:

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

Aspetti negativi:

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

Aspetti positivi:

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.

Aspetti negativi:

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

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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

Commenti: 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

Aspetti positivi:

Easy to manage and efficient Saves time

Aspetti negativi:

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.

Excellent

Aspetti positivi:

At our hotel (Hotel & Gasthof zum Hirsch) we have been using SiteMinder technology for 3 years. We love that we can make changes to our Canvas website without needing professional IT background. Our direct bookings have increased by around 18%, we have more independence for 3rd parties and we are gaining a lot more traffic.

Aspetti negativi:

.....

Terrible system and support

Commenti: Terrible

Aspetti positivi:

The initial pitch was that the current system we use and siteminder were compatible. I asked on a number of occasions if any other customers worked with the 2 systems and never received a response. The bottom line is It does not integrate with our hotel management system . After numerous attempts to contact support they were unable to provide solutions and response time was terrible. Was told I could not speak with a supervisor.

Aspetti negativi:

The system does not work and the support team terrible

Siteminder for small motel

Commenti: It is reliable which is of great importance to any business. Easy to use.

Aspetti positivi:

Ease of use, practicality, reliabilty. Daily arrivals in one report for all channels.

Aspetti negativi:

Could not fault Siteminder. Overall a very important part of my business.

Great integration and channel management

Aspetti positivi:

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.

Aspetti negativi:

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

Very Satisfied

Commenti: It is a one stop shop in updating and controlling inventory. As stated above the support is exceptional with very friendly, professional and knowledgeable staff. I am not a computer whizz and I find the support staff are very understanding of this.

Aspetti positivi:

I find the software very easy to work around and when you have any issues or problems the help facilities and also customer service staff are very helpful.

Aspetti negativi:

I have no negative issues with this software.

Siteminder Feedback

Aspetti positivi:

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.

Aspetti negativi:

could be more colorful or App download use.

Customer Support

Commenti: Very good. I find Siteminder support exceptional. We have recently been updating our systems, rate plans, room types etc and the support desk have been invaluable. Responses are quick and any issues resolved quickly.

Aspetti positivi:

Once experienced on the software it is very straightforward to use

Aspetti negativi:

Possibly a reporting option see what updates have been sen t from PMS