SiteMinder

Viel versprochen, wenig gehalten

Kommentare: Wir wurden bei Beginn der Zusammenarbeit mit SiteMinder darauf hingewiesen, dass eine Umsatzsteigerung von 20-30% normal sei. Leider blieb dieses Versprechen unerfüllt. Auch durch die Anbindung an andere Buchungsplattformen war über einen Zeitraum von fünf Monaten keine Veränderung zu spüren. Hinzu kamen zahlreiche Fehler bei der Übermittlung ins Buchungssystem, wie z.B. Fehlbuchungen, nicht durchgegangene Stornierungen und fehlerhafte Übertragungen von Namen, die keine Seltenheit waren. Nachdem wir beschlossen hatten, unseren Vertrag zu kündigen, wurden wir über zwei Monate lang hingehalten und es wurde uns sogar noch einmal zu viel Geld abgezogen. Man vertröstete uns mit der Begründung, dass Sie viel zu tun hätten und eine Kündigung momentan nicht möglich sei, bzw. ungern bearbeitet werde, da dafür keine Kapazitäten seien. Uns wurden drei Freimonate angeboten, um uns zum Bleiben zu bewegen. Trotz unserer Ablehnung dieses Angebots wurde weiter Zeit geschunden. Nach erneuter Nachfrage nach 1,5 Monaten wurde unser Wunsch endlich ernst genommen, jedoch folgte daraufhin ein wettbewerbsschädigendes Verhalten. Gegen 18 Uhr, als das Büro nicht mehr erreichbar war, wurde die Kündigung bestätigt und alle Schnittstellen sofort getrennt. Dies geschah ohne Vorwarnung oder Mitteilung, sodass wir keine Zeit hatten, uns auf die Trennung der Schnittstelle vorzubereiten oder einen neuen Anbieter zu suchen. Dieses Verhalten finde ich höchst unprofessionell und inakzeptabel, insbesondere angesichts der Beträge, die wir an diesen Anbieter gezahlt haben. Es steht in keiner Relation zu den Leistungen, die SiteMinder erbracht hat.

Vorteile:

-viele Schnittstellen zu Portalen -freundliches Personal bei der Kundengewinnung -eigene Website möglich

Nachteile:

-Support Team nicht wirklich kompetent -auf Antworten müssen Sie min. 2-3 Tage warten was bei einem Standartpreis von 175EUR nicht sein sollte -nach Integration kein Deutscher Support mehr -langes Delay bis Buchungen im Buchungssystem ist

Ich war nicht zufrieden

Kommentare: Im Verkaufsgespräch wurde alles versprochen und danach wurde man nur so durch den Integrationsprozess gehetzt und man wurde gefühlt alleine gelassen. Es wurden hohes IT Verständnis Voraus gesetzt. Für einfache Eigentümer geführte Hotels meines Erachtens nicht zu empfehlen.

Vorteile:

Das Verkaufsgespräch . Mehr Erfahrungen konnte ich nicht sammeln, weil es nicht funktionierte.

Nachteile:

Die Integration und als die Website nicht mehr funktioniert hat, sollte man sich selber darum kümmern.

Zuverlässiger Channel Manager, der jedoch noch Verbesserungspotential hat

Kommentare: Funktionell aber deutlich verbesserbar und sehr kostenspielig.Kundenservice ist leider nicht so gut und lässt sich ewig Zeit für Anfragen und Support....schade für dieses Geld

Vorteile:

Die Synchronisation der Verfügbarkeiten in Zusammenspiel mit unserer Hotelsoftware 3RPMS läuft seit einem Jahr vollkommen reibungslos und ohne Fehler. Das macht der Channel Manager wirklich absolut top!SiteMinder bietet eine riesen Anzahl an Schnittstellen und Apps, das ist natürlich ihr großer Pluspunkt.

Nachteile:

Die Software und die Bedienung hat schön öfters kleinere Bugs gehabt, für die sich der Entwickler aber nicht weiter interessiert. Das fängt bei Rechtschreibfehler der deutschen Benutzeroberfläche an und hört bei Einstellungs-Bugs auf. Fehler, die man vom selbsternannten größten Channel Manager Anbieter der Welt, nicht haben dürfte.Es gab auch schon schwerwiegendere Fehler, wie die plötzlich falsche Übermittlung der Stornofrist zu dem OTA....also auch SiteMinder ist bei weitem nicht perfekt und lässt einige Features vermissen, die sogar kleinere Anbieter anbieten.Auch müssen Sie sich als Hotelier über den hohen Preis im klaren sein. Über die Sinnhaftigkeit von über 400 OTA Anbindungen kann man definitiv streiten, bei einer derartigen Monopolstellung von Booking.com, Expedia etc.Die Benutzeroberfläche ist relativ übersichtlich, aber die Software an sich sogar mit einer 1000Mbit Leitung ziemlich träge und langsam....das geht besser.Umlaute werden immer falsch ins PMS übertragen....Gäste stehen vor der Tür als Muller heißen aber in Wahrheit Müller. Wie peinlich das als Hotelier ist, kann sich wohl jeder denken. Dieses Problem wurde von mir im August 2022 angemerkt und seitdem hat sich absolut nichts geändert. Immer wieder wird man vertröstet, das Problem wäre auf der Warteliste aber in der Prioritätenliste gäbe es andere Entwicklungen, die Vorrang hätten. Peinlich, dass ein derartiger Bug es berhaupt in die fertige Software geschafft hat.

Macht was es soll - ohne viel „Schnick-Snack“

Kommentare: gut in der Praxisalltag integrierbar - lässt sich auch auf mobilen Endgeräten noch gut bedienen

Vorteile:

- ansprechende/intuitive Benutzeroberfläche - sehr guter (schnell + kompetenter) Support - Support-Antworten auch per E-Mail - faires Preis-Leistungsverhältnis - läuft sehr stabil / zuverlässig

Nachteile:

- z.T. würden wir uns schnellere Synchronisationszeiten wünschen da es vereinzelt zu Überbuchungen kommt - nicht alle Restriktionen können für alle Reisemittler und Portale übertragen werden (liegt teils jedoch an den OTA's selbst) - FAQ-Artikel sind leider nicht durchgehend ins Deutsche lokalisiert

Support

Kommentare: Sehr guter Support und Hilfestellung.

Vorteile:

Übersichtlich............................

Nachteile:

keine, da finde ich jetzt zum Beispiel nicht gut, dass ich hier mehr schreiben muss als ich möchte

Einbindungsprozess über Monate

Kommentare: Der Auftrag wurde verzögert, wir haben nun 21 Monate auf die Anbindung gewartet

Vorteile:

Es wäre eine mögliche Ergänzung im CM Bereich gewesen

Nachteile:

Der Support vom Siteminder ist nicht hilfreich

Great product, less than average support service

Vorteile:

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).

Nachteile:

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 channel manager & user-friendly

Kommentare: The property I manage online is displaying live availability 24/7 across many channels, including Airbnb which is becoming a popular OTA. Room rates can easily be adjusted for specific periods. Overall this is one of best systems ever and very user friendly, which is very important.

Vorteile:

It is so easy to setup; from adding a new channel to the mapping process. Rates can easily be configured for specific room types and channels, unlike others which are not so flexible.

Nachteile:

Does not have HBSi connectivity. Some channels such as Flight Centre, Apple Leisure Group/Mark Travel Corporation connect via HBSi and I am using Synxis for this.

Okay for a one-night stand.

Vorteile:

Efficient set up. They are great about getting new customers.

Nachteile:

Customer service. The organization is bad at working with small organizations. They come off as more money driven than there to be in a partnership.

Amazing Features

Kommentare: Siteminder help me to solve my needs in Booking Engine, Managing Channels.

Vorteile:

- The software is easy to use - the first installation didn't take much time, it's just take few day for the installation - the integration with the other channel also just few minutes to make it integrated, if you have any trouble for the the integration, you just need to call the Call Center and they will help you to solve it within minutes.

Nachteile:

at the moment I have not get any trouble or any difficulties nor problem from the software.

Great channel

Kommentare: it's a very easy channel to adapt and use

Vorteile:

Easy to use and to get help if any issue occur

Nachteile:

lining on the phone for help, and even if i switch into english it still waiting

Horrible all around

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

Vorteile:

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.

Nachteile:

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!

Strange Sales & Marketing practices

Kommentare: The Sales and Onboarding process is fairly convoluted. Apart from the misinformation on Free Trials and key product functionality, you are meant to schedule a call only to confirm verbally the data provided earlier via a formsheet - what a waste of time.

Vorteile:

Seems to have good stable performance in terms of synchronization across their Channels. But honestly, I didn't get a full insight into Siteminder's suite of CRS/Channel Manager/Booking Button. At the end of the Onboarding process it was actually revealed that key information provided by Sales at the beginning was plain false.

Nachteile:

Sales and Marketing standards and practices are extremely questionable. First of all, there is no Free Trial available despite countless claims and buttons on their website. Fake news. Second, they seriously missold me when confirming Stripe as my Payment Gateway of choice was available on Brazil, only to then turn around and saying it wasn't.

A BREATH OF FRESH AIR

Kommentare: Peace of Mind, StressFREE, Happy working with them and Relief!

Vorteile:

From the Outset, the Sales Representative was incredible informative, honest, and consistently followed through every step of the way. The website on extranet looks professional, is user friendly, has everything that we need ... The Support (whilst on a FREE TRIAL) is OUTSTANDING. We went through a painLESS few day process that took the previous Channel Manager months to get right (and they only managed to perfect two OTAs, after a lot of PAIN) ... At first I was very reluctant to spend more on this service ,and now I am so delighted that I listened to the rep, made the much-needed change over to SiteMinder, and that I that have been and still am working with the rep

Nachteile:

There are no cons at this stage ... We have a Wix website and used two of their "preferred" channel managers (they "sacked Myallocator who were really good and then contracted with HotelRunner, who were an absolute nightmare to work with, for six months . The comparison goes without having to say anything more (read the above "Pros")

Great All-in-One Solution

Kommentare: Overall, our experience has been nothing but positive. Online booker engagement is up, and times on page have increased, which has allowed us to build bigger and better audiences for our online direct channel.

Vorteile:

Their whole suite of products simplifies managing reservations for a smaller chain like ours. I find their website design to be easy, intuitive, and devoid of 'too-many-options' which sometimes scare bookers into exploring more and booking less.

Nachteile:

Their support is limited, but it's an out-of-the-box product that is priced super-competitively, so honestly, you can't expect enterprise level account management or support.

Great tool for hoteliers!

Vorteile:

User-friendly, clear, fast, great support... Started to use it a month ago and haven't explore all its functions yet.If all the functionalities are as the basic ones, I will remain life-time SiteMinder user.

Nachteile:

I believe single and multiple occupancy set up have a large space for improvement.

Terrible system and support

Kommentare: Terrible

Vorteile:

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.

Nachteile:

The system does not work and the support team terrible

Easy to use software and very helpful and friendly customer service!

Kommentare: We have been working with SiteMinder for more than 6 years and it has been a wonderful journey. We started with channel manager + bookingbutton and expanded the business with SiteMinder to GDS and PMS integration area over the years. As an independent hotel, the services SiteMinder provides are essential to us and we are very thankful for their support!

Vorteile:

The software overall is very easy to use and if I ever have questions, their customer support is always very friendly and helpful!

Nachteile:

I wish there were more kinds of reports available on the channel manager module. It would also be great if the BookingButton has more features and as developed as major OTA extranets.

Very user friendly.

Vorteile:

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.

Nachteile:

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.

Worst Customer Support!

Kommentare: Worst customer service.

Vorteile:

Easy for basic use, no installation cost, reasonably priced. This is where the pros stop.

Nachteile:

The customer support!! The worst I have experienced. In fact it is non existent. Since years I have been trying to get a rate loaded, and I was not getting anywhere. I follow the steps and it says its loaded, but when client tries to use the rate code, they cannot. So they tell us they don't see the rate code. Anyways I gave up, since it was taking up too much of my time and getting nowhere. A few months ago, I ran into the same contractual issue with client, who insisted I load the rate code. This time, (due to my previous experience), I delegated the job to another colleague of mine and was hoping she would have a different experience. But no, she was given the same run around and got nowhere. She has given up too. We are still without that rate loaded, and don't think it ever will be. Not with siteminder at least.

Siteminder Friendly User

Kommentare: Siteminder awesome , be better and good service to integrated the system in the future.

Vorteile:

Easier to use and handle sync data inventory, rates, etc to all channel agent online

Nachteile:

More Quick response for any issue, sometimes on chat we need to queue.

Is worth!

Vorteile:

Channel manager (Little Hotelier) and Booking Button

Nachteile:

The sign in process, only telephone code option, I would like to receive the code also by email. If something happens to my phone like low battery or traveling with no roaming it's impossible to log in. There is an app but I don't really want to download more apps, it's too much. Also I suggest to add another option when enable deposit in the booking button: NUMBER OF NIGHTS, at the moment only percentage, full amount, fixed amount, first night.

My favourite channel manager

Kommentare: Overall I like SiteMinder's channel manager and always recommend it to my clients (large 4 & 5 star hotels).

Vorteile:

In my capacity as a revenue management consultant, I have used many different channel managers. Siteminder definitely is my favourite channel manager as it's easy to use, integrates with all the major OTAs and has very good customer service.

Nachteile:

It can be a bit overwhelming when just starting out, but once you've got the hang of it you'll be fine.

Best Channel Manager for our needs

Kommentare: Really good. It's easy to use, fast and with a great customer support.

Vorteile:

The ease of use versus its competitors. Maybe the setup at the begining is more tedious than other channel managers, but it makes things easier for your daily work.

Nachteile:

The only option that maybe we miss from SiteMinder is the chance to apply offers directly in the channel manager instead of changing its price manually day by day.

decreasing support quality

Kommentare: From excellent to regular and even bad times. Their product is good, but their policies are slipping away from their clients interest.

Vorteile:

easy to use reazonable competitive cost facilitated to work with different channels

Nachteile:

it became expensive when the tourism industry came down and hardly any consideration from SiteMinder side quality of support service decreased considerably, difficult to get a serious assistant they reduced benefit of working with Google Hotel Ads