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.
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)
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.
Note: You can only search for reservations that were either created or checked out within the last 548 days. Older reservations cannot be accessed.
Reservations for unmapped rates:
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 or your PMS/RMS, you'll see these blank (-) fields:
Missing or incomplete PMS delivery status. Shows (-) in the Connectivity status column in the reservations list.
A blank or unknown room type and/or rate plan showing as (-).
View reservation details
Once you find the reservation you are looking for, click on the reservation’s booking reference to see these details:
Booking reference / Reservation ID — the ID generated by the channel which is also provided to the guest
Check-in and check-out date
Room rate, number of guests, and total amount charged
Channel the reservation was booked on, and the secondary source of reservation if applicable, for example if the booking was made on Hotels.com, via Expedia
Main guest’s name, address, and contact details (if applicable)
Approximate arrival time if provided
Notes and preferences added by the guest
Payment summary and payment card details
Time and date the reservation was booked in the History section
Note: The date formats in your SiteMinder platform (DD/MM/YYYY or MM/DD/YYYY) are based on your workstation/computer's time and date settings.
Multi-factor authentication to access guest details:
To protect sensitive data in compliance with PCI DSS standards, 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.
To view protected guest data, you need to log into your SiteMinder platform and authenticate with multi-factor authentication (MFA).
Reservation payment summary
Find payment details and summary on the reservation details page.
If you are using SiteMinder Pay, you can process a payment, refund a reservation, or send a payment request from the Payment details section of the reservation.
In the Payment summary, view:
Payment reference
Payments taken (only shown if you are using SiteMinder Pay)
Manage payments (only shown if you are using SiteMinder Pay)
Deposit amount applicable to your SiteMinder booking engine or Automated payments via SiteMinder Pay for certain channels
Outstanding balance
Total amount with a breakdown of the price for the room, and any extras and taxes
View payment card details for a reservation
Admin users and General users with Reservation permissions can access guests’ payment card details.
For data security, guest payment details are not included in booking confirmation, modification and cancellation e-mails. To view payment details, multi-factor authentication (MFA) is required.
To view payment card details:
Log in to your SiteMinder platform.
Go to the Reservations tab.
Find the reservation and click on the booking reference to open it.
In the Payment details section, click on the eye icon.
When prompted, open your authenticator app on your mobile device.
Enter the six-digit verification code from your authenticator app.
The card details will be available for up to seven days after check-out.
To find the CVV/CVC of a card:
If reservation e-mails are sent by SiteMinder (set this up in the Reservation e-mail address field in a channel's Channel settings), you’ll find the CVV/CVC in the reservation confirmation e-mail.
If you don’t receive reservation confirmation e-mails via SiteMinder, then find it via the channel’s extranet.
About virtual credit cards (VCC):
For virtual credit cards, you'll see "VCC" in the Payment type field.
Some channels also show the balance, activation date, and deactivation date.
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 to enter the MFA verification code, open your authenticator app.
Enter the six-digit verification code from your authenticator app.
Click Submit.
Note: For additional security, to download a list of reservations, multi-factor authentication (MFA) is required.