If a reservation shows as delivered in SiteMinder but is missing/not received in your PMS, download the reservation XML file to check what information was sent, and share it with your PMS support team so they can help investigate issues with the reception of a reservation from SiteMinder on their side.
Important: This reservation XML file only shows communication between SiteMinder and your PMS. It cannot be used to investigate rate or booking issues that occurred on the channel (Booking.com, Expedia, etc.).
Share the reservation XML file with your PMS provider when:
Your PMS provider indicates they didn't receive the reservation from SiteMinder
SiteMinder shows "delivered" but the reservation is missing from your PMS
You need to verify if there were errors in the delivery process
Credit card details are missing in your PMS
Your PMS needs to check why they didn't accept the booking
Download a reservation XML file (PMS Message Delivery History)
To download a reservation’s PMS message XML file:
Go to the Reservations page and find the reservation.
In the Connectivity status column,click on the delivery status (e.g. click on “Failed”). This will open the PMS Message Delivery History Status window.
In the Actions column, click on the download icon.
Verify with MFA - enter your verification code.
Download the XML file and open it with a text editor app such as Notepad or TextEdit.
Note:
Security: To download a reservation XML file, you must verify with multi-factor authentication (MFA). MFA verification is required for each download (the standard 15 minute window does not apply)
When a reservation status shows as "delivered," it cannot be resent to your PMS — a retry button is only available for undelivered/failed reservations