Reservation e-mail notifications for channel bookings are sent either by your channel (OTA) or by the SiteMinder platform — this depends on the channel.
Does my channel send reservation e-mails, or does SiteMinder?
Reservation e-mails are usually sent from your channels directly, but sometimes it is SiteMinder that sends notifications for new reservations, enquiries, or availability limits. Some channels that do not send reservation e-mails include Booking.com, Expedia, and LateRooms/AsiaRooms LRConnect.
If your channel settings include a Reservation e-mail address field, SiteMinder sends your reservation e-mails. If not, your channel sends them. To check:
Go to Distribution > Channels.
Click the ellipsis (...) next to your channel and select Update channel settings.
Check whether there is a Reservation e-mail address field under General settings.
If the Reservation e-mail address field is there, SiteMinder sends your reservation e-mails. If the field is not there, your channel sends the e-mails.
💡 If your channel sends reservation e-mails, contact the channel directly to ensure they have your correct e-mail address.
Set up or change your reservation e-mail address
If the SiteMinder platform sends reservation e-mails instead of your channel, set up or update your reservation e-mail address here.
Go to Distribution > Channels.
Click the ellipsis (...) next to your channel and select Update channel settings.
Under Channel settings, click the Edit icon in General settings.
Enter or update your address in the Reservation e-mail address field.
Click Save.
💡 To send notifications to more than one e-mail address, separate each address with a semicolon (;). For example: reservations@hotel.com;manager@hotel.com. Do not use commas to separate e-mail addresses.
⚠️ Changes to e-mail settings take approximately 15 minutes to take effect and apply to new reservations only.
Details included in the SiteMinder reservation confirmation e-mail
Where SiteMinder sends reservation e-mails, each booking confirmation e-mail includes a summary of the reservation and guest details, room information, and a daily room rate breakdown.
⚠️ Reservation e-mail notifications are not sent for reservations with disabled or unmapped rates.
Why am I not receiving reservation e-mail notifications?
If you are not receiving booking confirmation e-mails or booking notification alerts for new reservations, check the following:
The rate was mapped to the channel at the time of booking. SiteMinder cannot send booking confirmation e-mails for reservations containing unmapped rates. You will instead receive an "Inventory not updated" notification by e-mail, alert, or as a yellow banner on the reservation page
Your e-mail address is spelt correctly in Channel settings
Reservation e-mails are not being sent to your spam folder
Your inbox does not have storage limitations that may be preventing new e-mails from arriving
Your e-mail server is not blocking automated messages. Check with your IT team or e-mail provider if needed
Is the reservation in your platform?
If you have checked the above and are still not receiving notifications, confirm the booking is in your SiteMinder platform:
Go to Reservations.
Check if the booking appears there.
If the reservation is not there:
Check whether the channel is disabled. Disabled channels do not send reservations or notifications
Go to your Dashboard and check for any interrupted channel connections
💡 Reservation e-mail notifications sent by SiteMinder cannot be resent. If you did not receive a notification and have checked the above troubleshooting steps, contact the channel directly.