SiteMinder delivers inconsistent experiences with strong support from individual agents offset by systemic billing issues, technical bugs, and poor front-line support responsiveness that frustrate many users despite a 3.9/5 rating.
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I am updating my previous review to reflect the significant progress made since my initial complaint. After posting my concerns, SiteMinder Support Manager reached out and conducted a thorough, deep-dive investigation into the technical issues we had experienced. It was professionally clarified that the root cause of the synchronization errors actually originated on the channel's (Expedia) side. While the lack of immediate error reporting in Expedia's system is still considered as something to be developed, as well as the first tier of their support team, the way SiteMinder handled the aftermath was exemplary. Key points of my updated experience: Thorough Investigation: They didn't just give a canned response; they actually looked into the logs and identified the third-party source of the error. Professional Escalation: Unlike my initial experience with front-line chat support, the senior team was attentive, open to my suggestions, and handled the complaint with the gravity it deserved. Feedback Integration: They were genuinely receptive to my insights on how their system could better alert users when an OTA fails to update. Reliable Follow-up: The communication was consistent and transparent throughout the resolution process. While the initial support interaction was far from ideal, the company’s willingness to take accountability and their dedication to fixing the relationship has restored my confidence. SiteMinder has proven that they value their clients and are committed to resolving high-stakes issues professionally.
Based on 40 verified customer reviews, SiteMinder holds an average rating of 3.9 out of 5 — rated Good on ReviewTerminal. 70% of customers gave 4 or 5 stars.