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Troubleshoot reservation e-mails
Troubleshoot reservation e-mails
Updated over a week ago

💡 Important to know:

  • Reservation e-mails are usually sent directly from your booking channels to your reservation e-mail address, but this may not always be the case.

  • If you are having trouble with a particular booking channel, the first step is to find out who is sending the reservation e-mails: the booking channel or the SiteMinder platform.

Reservation e-mails are usually sent directly from your booking channels to your reservation e-mail address, but this may not always be the case. If you are having trouble with a particular booking channel, the first step is to find out who is sending the reservation e-mails: the booking channel or our platform.

Find out who sends the reservation e-mails

There are a small number of booking channels that do not send reservation e-mails directly to you, and the reservation e-mail is actually being sent by our platform. Some common channels that this applies to are Booking.com, Expedia, and LateRooms/AsiaRooms LRConnect.

There are other channels, however, so the easiest way to tell if our platform is sending reservation e-mails for the channel is:

  1. Click Distribution > CHANNELS.

  2. Click on the ellipsis ( ... ) of your specified booking channel to Update channel settings.

    • If the booking channel requires you to enter a reservation e-mail address under General settings , our platform is sending the reservation e-mails. In this case, ensure that the e-mail address is correct before continuing.

    • If there is no e-mail address in the General settings , our platform is not sending the reservation e-mails.
      Note: In this case, you should contact the booking channel to ensure that they have your correct reservation e-mail address. If the booking channel requires an e-mail alias so they can send an e-mail to your reservation e-mail and to our platform, please contact our Support team to obtain this alias.

General troubleshooting in your e-mail

There are also some basic troubleshooting steps you can take on your side if you do not find the problem using the previous steps:

  • Check if your e-mail address has no typos

  • Check your e-mail's spam folder regularly to ensure that the reservation e-mails are not being sent there

  • Add any e-mail address that sends you reservations to your e-mail contacts (this will usually exempt that address from spam filtering)

  • To ensure e-mails sent by our platform do not get blocked, contact our Support team to find out the e-mail address you are sending the reservations from, and add it to your e-mail contacts.

If you are still unable to rectify the issue, contact our Support team for assistance.

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