SiteMinder

Hi Dave,

I run our customer success team here out of Sydney and was hoping to set up a call one of these evenings/your morning to understand your situation better.

By the way I just sent about 15-20 minutes going through your website, OTA setups, Google Places, social media channels, room descriptions / rates/ photos. You have an awesome pråçoperty and absolutely nailed how to use the products...very impressive.

Kindly let me know what morning this week works for you so I can better understand your needs and address them.

Thank you,
Mike
Customer Success

Thanks for your feedback. As you know, we have been escalating your suggestions directly to our team and we worked through your requests and gave you answers (and where possible timeframes) for each one. This is something we don¿t do very often, however we felt it was important as you were passionate about the suggestions. We have also put you in contact with our customer success team who have always been there to support you and your property. I believe they have reached out to you again this week to follow up. We are working on invoices. However, due to varying global regulations, it¿s a big project. We do understand how important this is, but we want to develop this feature properly ensuring it complies with international requirements. Guest profiles are also in active development and again we know this is important to hoteliers. With this in mind, it's especially disappointing to hear your thoughts on our support and I hope our team can continue to help you.
Thanks - Clare @ SM.

Hi Esmeralda,

We are sorry to hear about your experience and want to come to a solution about how we can do SiteMinder work for you. For us to help you, would you be able to write us your email? I can escalate your experience on the sign-in process, and someone from our team shall be in touch with you soon. We are here to support hoteliers and property owners. We aim to provide you with a user-friendly experience and better control over your marketing and distribution strategy, plus more time to delight your guests.

Let me know if there's anything I can assist you with; thank you!

Best regards,
Ereena R.

Hi Marlieke
Thank you for your great review! We know you have a lot going on in your day, so we appreciate the time you took to let us know about your positive experience around how easy the Channel Manager is and the service you have received. A unique and positive experience is what we aim for here at SiteMinder.

Anytime you need us, we are here 24/7 via our chat. Whenever you need us, you can reach out to us via live chat, where our team of professionals is always happy to help.

Hi Dick,

Thank you for taking the time to leave us a review! We are happy to hear that you find our product easy and intuitive. We are sorry to hear about your experience with covid challenges and want to come to a solution about how we can make SiteMinder work for you. We are here to support hoteliers and property owners and our aim is to provide you with a user-friendly experience! One of our team will be in contact asap to support you.

Best,
Ereena

Hi Julian,

Thank you so much for your time leaving a review for us. We are so glad to hear you find our system intuitive and user-friendly. We appreciate your feedback. It really help us understand your needs. Please, don't hesitate to get in touch with our support team via chat at anytime. Our team of experts will be more than happy to help you further with the integration and anything else you may need.

Thanks for your partnership with us!
Warmest. Jessica

Hi John,

Thank you for sharing your feedback. I'm sorry to hear about the challenges you've faced with our service. Your experience does not live up to our usual standard. I would appreciate the opportunity to discuss your concerns further and work towards a resolution. Please email me directly at [email protected] so we can address your issues promptly.

Thank you for your understanding and I look forward to hearing from you.

Warm regards,
Ereena

Hi Jose Luis,

Thank you for sharing your feedback on your experience with SiteMinder. We're glad to hear about the professionalism and attention you've received.
We're sorry to hear about your concerns regarding overbooking incidents. Please contact us directly at [email protected] so we can discuss this further and work towards a resolution.

We appreciate your input and look forward to hearing from you.

Warm regards,
Ereena

Hi Torben,

Thank you for bringing this matter to our attention. We sincerely apologise for any discrepancies you've experienced between the services promised during the sales process and the actual delivery.

Please be assured that we take your feedback seriously and have escalated the issue internally for thorough investigation. Rest assured, someone from our team will be in touch with you shortly to address your concerns and find a resolution.

Warm regards,
Ereena R.

Hi Fernando,

Thank you for your review and feedback on our platform. We're glad to hear that you find our tool good, particularly appreciating the synchronisation confidence and ease of use.

We've noted your feedback regarding the Siteminder web integration with the Channel Manager and the complexities with the timeshare option for multiple hotels. Your insights are valuable to us as we continue to enhance our services. If there's anything we can do to assist you please do let us know. Thank you!

Hi Penny,

We sincerely apologise for the experience you've had with our platform. It's disheartening to hear that you've encountered such difficulties, especially with our customer service and functionality. We strive to provide a seamless and supportive experience for all our users, and it's clear that we've fallen short in your case.

We understand the frustration of not receiving timely responses and encountering issues with your account. Rest assured, we take your feedback seriously and are actively working to address these issues with our team. Improving our customer service and platform functionality is a top priority for us, and we're committed to resolving these issues as quickly as possible.

We would greatly appreciate the opportunity to make things right for you. Please reach out to me directly with your account details, and we'll do everything that we can to assist you promptly. Your satisfaction is important to us, and we're dedicated to restoring your trust.

Ereena R.

Hi Jose,
Thank you for bringing this matter to our attention. We sincerely apologise for any discrepancies you've experienced between the services promised during the sales process and the actual delivery.

Please be assured that we take your feedback seriously and have escalated the issue internally for thorough investigation. Rest assured, someone from our team will be in touch with you shortly to address your concerns.

Warm regards,
Ereena R.

Hi Ryan, Thank you for your feedback. We're pleased to hear that you found the setup efficient and appreciate our efforts in attracting new customers. However, we’re sorry to hear about your concerns regarding customer service and the perception of our approach with smaller organisations. Your input is valuable, and we’ll ensure it’s shared with our team to help us improve our support and partnership approach. If you have any further suggestions or need assistance, please feel free to reach out. Warm regards, Zidane

Hi Marco,

Thank you for sharing your valuable feedback on SiteMinder's Channel Manager. We're pleased to hear about the successful synchronization with your hotel software, 3RPMS, and your positive experience with our wide range of interfaces and apps.

We apologize for any issues you've encountered, including software bugs and user interface concerns. Your input is invaluable in helping us improve. We're actively addressing these matters to enhance your experience and provide the level of service you deserve.

Regarding customer support delays, we're committed to resolving these issues promptly. Your comments have been shared with our teams, and we're dedicated to ensuring a smoother, more efficient experience moving forward.

Thank you for your partnership and understanding. We look forward to making your experience with SiteMinder even better.

Regards,
Ereena R.

Hi María,

Thank you for your feedback. We're glad you find value in our product's connections and statistics. We apologise for any inconvenience with reservation vouchers. We're working to improve this for seamless operations. Regarding customer service, we're committed to enhancing it based on your input. We appreciate your support and are dedicated to improving your experience. If you need anything that I can help you with you may email me at [email protected]

Querida Maria,

Lamento sinceramente los problemas que has enfrentado recientemente. Nos enorgullecemos de priorizar el apoyo a nuestros clientes, pero en esta situacion inusual, nos disculpamos por los inconvenientes causados.

Segun tengo entendido, el problema del desembolso se ha resuelto. Recientemente, hemos actualizado nuestras politicas de reembolso e introducido ciclos de pago mas flexibles para evitar problemas en el futuro.

Hace poco actualizamos el motor de reservas y el problema que tuviste fue solucionado apenas aparecio. El equipo de producto valora tus comentarios y los ha registrado como parte del proceso de mejora.

Nuestro objetivo es seguir trabajando con clientes como tu para ofrecer un producto que se ajuste a las necesidades de nuestros clientes.

Nuestro equipo seguira en contacto para asegurarse de que lleguemos al fondo de tus inquietudes y que las abordemos como una prioridad. Esperamos que nos permitas darte un mejor servicio.

Cordial Saludo,

Jessica.

Hi Bertie,

Thank you for taking the time to submit your feedback. We have escalated this to our management and customer success teams who have been in touch. We can assure you that your support contact is currently working very closely with representatives from our product team to review your suggestions and feedback and get back to you more information as soon as possible.

We value the feedback we receive from our customers and are continuously looking for ways to improve our service, so thanks again for taking the time to share this with us.

The team @ SiteMinder

Hi Leanne,

Thank you for sharing your honest feedback. We sincerely regret your experience and know our team has already been in touch with you to resolve your issues.

We apologise for the misunderstanding around your free period. The offer of a free period (not a trial period) was made to you for signing an annual contract. When you cancelled your subscription, you cancelled within your contract term and hence received a bill for set-up and cancellation fees, both of which we have refunded to you. Customers always have a choice to pay month to month. The offer was understandably more attractive for the annual contract. Nonetheless, we will do our utmost to ensure that all options are reinforced for every future customer.

Our product team researches new enhancements and prioritises the features that have the greatest impact for our customers. We have taken into consideration all your feedback about the invoices.

Thanks again for your valuable feedback.

Warmest,
Mei

Hi Ralph

Thank you for taking time out of your busy day to lease us a review. We are happy to learn that you find SiteMinder easy to use because everything is under one operation, customer support has been attentive, and the interface is user-friendly. Most importantly, you feel secure using the SiteMinder product for its high level of security. As for the faster synchronization that has led to occasional overbookings, restrictions can be transferred to all travel agents and portals, and FAQ articles are not consistently localized into German. We will check internally and see if that has been resolved for you, but if you haven't already, please write to us, and we'd be happy to help!

If you find something is not working how it should or how you would like, please don't hesitate to reach out to us via our 24/7 chat, and one of our team will be able to help you.

Thanks

Hi Nick,

I regret that you've found that support has not met your standards, in spite of your strong experience with our product.

Our support experts are actually available on weekends via live chat in your product. Technical escalation for critical incidents is something we treat seriously, and we have 24/7 escalation for this. I'm sorry if you experienced one and wasn't able to reach the right team, but our support lead is reaching out to you to ensure we understand what happened and avoid its recurrence.

Our support team is put through intense technical product training to ensure they are best able to help customers like you effectively. We've gone back to review your case and our response to that to ensure we pinpoint, in this case, where it went wrong. The quality of support offered to customers is our legacy and a paramount priority.

We appreciate your feedback, Nick. Our team is reaching out to ensure we fully address your concerns urgently.

Regards,
Mei

Hola Maria

Lamentamos que tu experiencia con SiteMinder no haya sido la mejor y que estes enfrentado desafíos con las capacidades de soporte y contabilidad. Nos tomamos muy en serio los comentarios de nuestros clientes y nos gustaría investigar a fondo este asunto para brindarte una mejor experiencia con nuestro sistema. Escalaré este asunto internamente y alguien de nuestro equipo de atención al cliente coordinará una llamada contigo, pero me podrias enviar los datos de tu hotel directamente a mi correo electrónico a [email protected]. Entendemos que la facturación y la contabilidad son aspectos críticos del funcionamiento de tu propiedad, y estamos comprometidos a brindarle las herramientas y el apoyo que necesita para administrar esta tarea de manera efectiva. Estamos buscando formas de mejorar la experiencia de nuestros clientes y tomaremos esto como un comentario para

Hi Cary,

Thank you so much for sharing your valuable feedback. We are so happy our support team is doing their best to support you. You will be pleased to know that we are already working on a mobile application to make things easier for our customers. in the meantime we will keep you updated with any future enhancements.

We appreciate your partnership with us!

Warmest,
Jessi

Hi Philip,

Firstly, I am so sorry to hear about your outstanding issues with the mobile embedded widget and that you felt you have not received the highest level of support to resolve the issues promptly. This is certainly not the usual for our more than 35,000 happy customers.

We have escalated this to our management and customer success teams who have been in touch.

Good news regarding Payment Gateways-We've built a great new payment feature to give your property a quick and secure way to accept online payments from all major credit and debit cards. The new payment processing through SiteMinder Payments will be available at the start of September for all regions.

If there's anything else I can do, please let me know.

Sincerely,

Misha

Hi Sven,
Thank you for taking the time to leave us a review. We are so happy to hear you that you find SiteMinder good and stable. Reading this has made our day. We're sorry to hear that your experience with us didn't live up to our usual standards. Your honest feedback is very much appreciated and I've escalated it for urgent attention. Someone from our team will be in touch with you soon. In the meantime, if there's anything else that I can support you with, please let me know.
Thanks!