What is the reservation XML or JSON file used for?
Download the reservation XML log to share with your PMS provider for investigation of reservation details sent to your PMS.
Note: The file format depends on your PMS. Some PMS providers, such as OHIP, use JSON instead of XML.
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.
When should I share the reservation file with my PMS?
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
What can't the reservation file be used for?
⚠️ Important: This reservation XML file only shows communication from SiteMinder to your PMS. It cannot be used to investigate rate or booking issues that occurred on the channel (Booking.com, Expedia, etc.). For inventory sync issues (like receiving reservations despite zero availability), you need to contact the channel directly to request XML logs for specific reservations.
If the channel is requesting XML logs of inventory (availability, rates, restrictions) updates sent from SiteMinder to the channel (OTA), contact our support team.
Download a reservation XML file or JSON file (PMS Message Delivery History)
To download a reservation’s PMS message XML/JSON 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