SiteMinder

What customers love

• Individual support agents (Kath, Luis, Damini, Ravi, Preeya) are exceptionally helpful, patient, and responsive
• Platform functionality is intuitive and user-friendly with reliable OTA connectivity when working properly
• Senior support team conducts thorough investigations and demonstrates accountability when escalated

Common concerns

• Persistent billing issues including unauthorized charges after cancellation, overcharging, and continued invoicing after contract termination
• Critical technical bugs causing double bookings and inventory sync failures with no financial compensation or accountability
• Front-line and first-tier support is unresponsive, uses templated responses, and fails to resolve issues; cancellation process is deliberately obstructive
• Platform poorly supports non-hotel accommodation types (suites, cabins, multi-bedroom units) causing guest confusion
• Onboarding involves misleading sales promises, no-show kickoff calls, and radio silence leaving customers questioning legitimacy