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Review of SiteMinder

8
Quick pre-opening setup — but the booking engine feels basic
Chief Marketing Officer from 75-99 room Resorts in Phuket (Thailand)
Verified
3 days ago
Products Reviewed
Channel Managers
Booking Engine
What do you like most?
We signed up for SiteMinder's channel manager and booking engine while preparing to open our new wellness retreat in Phuket, so my experience so far is pre-opening setup rather than a full season of live bookings. Its reputation in hospitality was part of why we chose it. What I like most is how quickly a small team can get something usable. After a training call, the work mostly came down to loading room descriptions, photos and titles into the platform. That gave us a working booking engine without having to wait for our new website to be finished. Our website pages can also link straight into the booking engine using URL parameters, which keeps the path from page to booking simple. Having the channel manager and booking engine with one vendor also means fewer systems for our team to learn before opening. For context, I come at this from the marketing side rather than reservations, so I look at it mainly through direct bookings and how a guest gets from our site to a confirmed reservation. Because we have not opened yet, I cannot speak to conversion, revenue or how it performs at full volume.
What do you dislike or think could be improved?
The one thing I would improve is the booking engine's look and flexibility for premium brands. It works and guests can book, but the design is basic and it doesn't match the experience we want to give on our own website. For a wellness brand where direct bookings are the priority, that last step matters. Payment options in Thailand were also limiting for us. As we understood it, the main options were PayPal and CyberSource, and CyberSource is no longer available here, so going live depended on getting PayPal connected. That took months, though part of the delay was on PayPal's side. I would also like a simple pre-opening mode, such as a waiting list instead of live booking, because as far as we could tell we had to manage that ourselves. Add-ons such as market insights cost extra too, so the real price of the full setup takes some working out before you commit.
4.0
Very Good
Ease of Use
4.0/5
Customer Support
4.0/5
ROI
N/A
Implementation
4.0/5

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