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.
Modify or cancel a reservation
How you modify or cancel a reservation depends on how it was booked.
Direct bookings
To modify a direct booking reservation:
Go to the Reservations tab and open the reservation.
Click the ellipsis button (three dots button).
Click Modify reservation.
To cancel a direct booking reservation, or to record a no-show, cancel the reservation (there is no no-show option for direct bookings):
Go to the Reservations tab and open the reservation.
Click the ellipsis button (three dots button).
Click Cancel reservation.
Channel bookings (OTAs)
If the reservation was made via a channel (OTA), you need to modify or cancel it directly in that channel. You cannot modify or cancel channel bookings from SiteMinder.
For channels other than Booking.com, you cannot extend the check-out date directly in SiteMinder. To add extra nights, the guest must do via the channel directly or you can create a new direct booking and collect payment from the guest directly.
Report stay date changes (Booking.com only):
For eligible Booking.com reservations, you can change the check-in/check-out dates and total reservation price directly from the Reservations tab, without logging into the Booking.com extranet.
You can use the Report stay date changes action in the Reservations tab to update the stay dates and total price directly from SiteMinder.
💡 Other changes (such as guest details or room changes) must still be handled in the Booking.com extranet.
Resend direct booking confirmation e-mails
Direct bookings
To resend the booking confirmation e-mail for a direct booking:
Go to the Reservations tab and open the reservation.
Click the ellipsis button (three dots button).
Click Resend confirmation to guest.
The confirmation e-mail will be sent to the guest and to your property e-mail addresses listed in Direct booking > Configuration > Guest communications > E-mail contacts ('Booking confirmation e-mail' and 'Booking confirmation CC e-mail' fields).
Channel bookings (OTAs)
For bookings made on a channel (OTA), contact the channel directly to resend the booking confirmation e-mail.
Demand Plus: mark a reservation as a no-show
If a guest does not show up for a booking made via Demand Plus, you need to mark it as a no-show so that you are not charged commission on the total reservation amount.
To mark a Demand Plus reservation as a no-show:
Go to the Reservations tab and open the reservation.
Click the ellipsis button (three dots button).
Click Mark as no-show
💡 For no-shows for direct bookings, cancel the reservation. There is no "no-show" option for direct bookings.
Channel bookings (OTAs): To mark a channel booking as a no-show, do this in each channel's extranet, or contact the channel's support team.
Confirm or discard an unconfirmed reservation
Reservations made via your SiteMinder booking engine may be created as unconfirmed if an issue has occurred during the payment process.
If there are unconfirmed reservations, you will see a notification on your Dashboard under Property status.
To review and action an unconfirmed reservation:
On the Dashboard, click Unconfirmed reservations requiring action under Property status.
At the top of the Reservations page, click Show me.
Check your payment gateway to confirm whether payment has been received, and that you still have inventory available.
If payment has been received and inventory is available:
Tick the reservation and click Actions > Confirm reservation.
If payment has not been received, or inventory is no longer available:
Tick the reservation and click Actions > Discard reservation. This permanently removes the reservation.
💡 Confirming a reservation may not automatically reduce inventory. Check your inventory levels before and after confirming.
⚠️ The booking engine does not send a confirmation e-mail to the guest for unconfirmed reservations. If you confirm the reservation, the guest will then receive a confirmation e-mail.