View a reservation
To search for and view a reservation:
Log in to your SiteMinder platform.
Go to the Reservations tab.
Use the filters to search, then click on a booking reference to open the reservation’s details.
Search filters
Use the filters to search for reservations by:
Booking reference / Reservation ID: If you know the booking reference, simply enter it and delete the date field by clicking “Clear all filters”. No need to enter dates if you have the booking reference.
Date range: choose the period you want to search for
Date type: Booked on, check-in or check-out date, or cancelled on date
Guest last name
Channel the reservation was booked on
Booking status: booked/confirmed, modified, or cancelled
PMS delivery status (pending, delivered, or failed)
Note: You can only search for reservations that were either created or checked out within the last 548 days. Older reservations cannot be accessed.
Find cancelled reservations
If you want to find all cancelled reservations during a certain period – go to the Reservations tab, click the Date type dropdown, and select Cancelled-on. Set the date range then click Search to view all reservations cancelled during that period. Click on the booking reference to view details for the cancelled reservation.
For example, to see today's cancellations, select Cancelled-on for Date type and select today's date as both the start and end date.
View reservation details
Once you find the reservation you are looking for, click on the reservation’s booking reference to open the reservation and see these details:
Details | Description |
Booking reference / Reservation ID | The ID generated by the channel, also provided to the guest. Direct Booking reservations show as BBN-BBXXXXXXXXXX |
Reservation status | Whether the reservation is booked/confirmed, modified, or cancelled, and date and time the booking was changed |
Reservation summary | Check-in and check-out date, length of stay, estimated arrival time, total rate |
Channel | The channel the reservation was booked on. Where applicable, the secondary source (Affiliate) is also shown, for example, Hotels.com via Expedia, or Trip.com via Channels Plus |
Channel property code | Your property's ID on the channel (also called hotel ID, host ID, hostel number, accommodation ID, or hotel code), if provided by the channel. |
Room details | Room rate, number of guests |
Room type ID and Rate plan ID | The channel's ID for the room type and rate plan, if provided by the channel. |
Guest details | Main guest details including name, address, and contact details (if applicable) |
Estimated arrival time | Shown if provided by the guest |
Guest remarks | Notes and preferences added by the guest at time of booking |
Payment summary | Payment reference, deposit amount, outstanding balance, and a total breakdown including room, extras, and taxes. |
Payment details | Payment card details |
History | Section at bottom right of the page that shows time and date the reservation was booked, cancelled or modified |
Reservation details: things to note
Access guest details
You must have permission to access guest details
Guest contact and payment details are not included in booking confirmation, modification and cancellation e-mails. This includes phone numbers, e-mail addresses, physical addresses, company information, and payment card details.
Multi-factor authentication (MFA) is required to access guest details and payment details.
Additional booking details
Where supplied by the channel, these details may also show (shown on desktop, not in the mobile app):
Booked by: the person who made the booking, if different from the guest
Other guests: additional guests included on the booking
Travel agent: the agency that made the booking on the guest's behalf
Corporate account: the company the booking is linked to
Missing guest contact details
If guest contact details are missing, the booking may have come through a third-party platform that doesn't pass full contact details, the guest may not have provided them, or there was a delivery issue. Contact the channel directly to obtain or correct them. Get the channel's contact details from their website or extranet.
If you need to contact the guest but the email address is missing, check with the channel if the guest provided a mobile number on the reservation, then check if there is a mobile number with the reservation that you can use to reach the guest via SMS or WhatsApp.
Reservations from Channels Plus
If a reservation was made through Channels Plus, the reservation details page shows two fields to identify it:
Channel: shows Channels Plus
Affiliate: shows the name of the booking channel (for example, Trip.com)
With Channels Plus, access reservation details directly in your SiteMinder platform only, not in the channel's extranet.
Date format in reservations
The date format shown in your SiteMinder platform (DD/MM/YYYY or MM/DD/YYYY) is based on your workstation or computer's time and date settings.
Printing payment details
Reservation payment details cannot be printed, due to PCI compliance requirements.
Reservation totals and rate types
The total amount shown for a reservation is the amount sent by the channel. This may be a gross rate (inclusive of taxes) or a net rate, depending on the channel's settings.
To change how reservation totals are sent, for example, if you want the channel to send SiteMinder/your PMS net rates instead of gross rates, contact the channel directly to request an update to their reservation delivery settings.
Reservations for unmapped rates
⚠️ Reservations for unmapped rates:
Important: Make sure to map all your required room rates to the channel and to your PMS/CRS/RMS to reduce the risk of overbookings.
If a room rate is not mapped to the channel, on the Reservations page you'll see:
A yellow warning banner indicating the reservation came from a channel rate that isn't mapped in your platform (e.g., "Inventory not updated for Booking.com reservation") with recommended actions to fix the mapping issue
Blank or unknown room type and/or rate plan - Showing as (-)
If a room rate is not mapped to your PMS/CRS/RMS, you'll see:
Missing or incomplete PMS delivery status - Shows (-) in the Connectivity status column in the reservations list
Run a check-in report
To view upcoming check-ins:
Go to Reservations > Check-in report.
Select your date range.
View reservation details including guest names, length of stay, room details, and total amount.
Download a list of reservations
To export a list of reservations:
Go to the Reservations page.
Search for the reservations you want to export.
Click the Download CSV button at the top left of the table.
When prompted, verify with your MFA method.
Click Submit.
Note: For additional security, to download a list of reservations, multi-factor authentication (MFA) is required.
Can I download a guest invoice from SiteMinder?
You cannot download guest invoices from the SiteMinder platform. To create an invoice to send to your guests, use your PMS or your own invoicing or accounting system using the reservation details from the Reservations page.