To search for and review a reservation, log in to your platform > go to the Reservations tab. Click on the booking reference to open the reservation and view the booking details.
Click on the ellipsis button (three dots button) to see the available actions for a reservation (some of which only apply for direct bookings):
Print reservation details
Anonymize reservation
Cancel or modify a direct booking reservation — only available for direct bookings. To modify or cancel a booking made via a channel (OTA), do so via the channel directly.
Resend confirmation to the guest — only available for direct bookings. For bookings made on a channel (OTA), contact the channel directly.
Mark as no-show — only applicable for direct bookings made via Demand Plus.
Confirm or discard unconfirmed reservations for direct bookings.
Anonymize a reservation / delete PII data
Guests’ personally identifiable information (PII) is automatically masked 180 days after the reservation check-out date to protect guests’ data. Reservations will be automatically deleted 18 months after the check-out date. If needed, users with Admin permissions can manually delete personally identifiable information for past reservations. Go to the Reservations page, find the reservation, click on the ellipsis button (three dots button), then click “Anonymize reservation.
Modify or cancel a reservation
If you need to modify or cancel a reservation that was booked on a channel (OTA), you will need to do so directly via the channel.
You can modify or cancel a direct booking reservation by going to Reservations tab > open the reservation > click the ellipsis button (three dots button) > click Cancel reservation or Modify reservation.
Resend direct booking confirmation e-mails
For direct bookings, you can resend the booking confirmation e-mail to the guest by clicking on the ellipsis button (three dots button) on the reservation details page, then click Resend confirmation to guest.
For bookings made on a channel (OTA), contact the channel directly to resend the confirmation e-mail.
Demand Plus: mark a reservation as a no-show
If a booking was made via Demand Plus, and a guest does not show up, you need to mark the reservation as a no-show so that you are not charged commission for the total reservation amount.
To mark a Demand Plus reservation as a no-show:
Go to the Reservations page.
Find and open the reservation you are looking for.
Click on the ellipsis button (three dots button) and click Mark as no-show.
Unconfirmed reservations
Reservations made via your SiteMinder booking engine may be created as unconfirmed if an issue has occurred during the payment process.
If there are any Unconfirmed reservations for your booking engine, you will be notified via your SiteMinder platform’s Dashboard:
Go to your Dashboard.
Under Property status, click on Unconfirmed reservations requiring action.
At the top of the Reservations page, you will see a message saying the reservation(s) require action. Click on Show me.
Check your payment gateway to see if the payment has been received and that you still have inventory available for the reservation.
If the payment has been received — check you still have inventory available for the reservation. If you do, tick the reservation and click Actions > Confirm reservation.
If the payment has not been received or you no longer have the inventory available — you will need to discard the reservation. Tick the reservation and click Actions > Discard reservation. This will permanently remove the reservation.
Note:
Marking the reservation as confirmed may not reduce the inventory. You should check inventory levels before and after confirming the reservation.
Our booking engine will not send a notification e-mail to the guest when a reservation is unconfirmed (if there has been an issue during the payment process). If you mark the unconfirmed reservation as confirmed, the guest will then receive a reservation confirmation e-mail.