View and export direct booking reservations
Follow the steps below to view and export reservations from SiteMinder’s booking engine.
Go to My Apps > Direct booking.
Click on the Reservations tab.
Search for the reservation by Last name, date range, or Booking reference.
Click on Search.
To export all of the reservations being viewed, click on the Export button.
To view a specific reservation in more detail, click on its reservation ID.
E-mail or print a direct booking reservation
Follow the steps below to e-mail or print a direct booking reservation:
Go to My Apps > Direct booking.
Click on the Reservations tab.
Search for a reservation by Guest surname or Booking reference.
Click the reservation that you want to resend via e-mail or print.
When the pop-up appears, click either of the following buttons:
Resend — resend the previous reservation e-mail to your property and the guest (regarding, for instance, a confirmation, modification, or cancellation).Print — print a document containing information about the reservation.
Modify or cancel a direct booking reservation
Follow the steps below to modify an existing direct booking reservation:
Go to My Apps > Direct booking.
Click on the Reservations tab.
Search for the reservation by Guest surname or Booking reference.
Click on the reservation you wish to modify.
When the pop-up appears, click either of the following buttons:
Modify reservation — edit the reservation’s details. (However, not all reservations can be modified.)Cancel reservation — send an auto-generated cancellation e-mail to the guest. (The reason for cancellation will not be specified.)
Make the necessary changes, and click Save.
Once saved, the reservation status will be marked as either Modified or Cancelled in our booking engine. The updated info will be sent to your channel manager and connectivity (if you have one integrated).
When you cancel or modify a reservation from SiteMinder’s booking engine, the room availability will not increase automatically. Instead, the reservation update will be sent to your channel manager as well as your connectivity (if you have one integrated). Once the availability reaches your channel manager and connectivity, an inventory update will be triggered and sent to our booking engine.
Limitations on modifying a reservation
Occasionally, you might find that some direct booking reservations cannot be modified. This may be due to the reservation type or the detail you are trying to change. There are some limitations regarding the details and reservation types that can be modified.
The whole reservation cannot be modified if it has:
a check-in date in the past, or if it has been booked on the same day a guest is going to check in;
a suspended or deleted room rate;
an associated extra that cannot be modified;
multiple room types.
Reservation details that cannot be modified:
the original room rate booked;
the main guest name;
anything that conflicts with the included occupancy and release period set on the room rate level;
anything that conflicts with the room rate, availability, and restrictions set on your inventory: minimum stay, maximum stay, stop sell, close to arrival (CTA), or close to departure (CTD).
Manage pending or expired direct booking reservations
Reservations become pending when:
you have an integrated payment gateway in SiteMinder’s booking engine.
some room rates require a deposit in the booking engine.
something has goes wrong during the payment process.
When this happens, the reservation will be Pending for 15 minutes, followed by Expired.
For properties connected to the payment gateway DOKU ATM, reservations will be Pending for five hours, not 15 minutes.
Activate or discard an expired direct booking reservation
The booking engine will not send notification e-mails to customers when a reservation activates or expires. We recommend reconfirming reservations with your guests before activating or discarding them.
Follow the steps below to activate or discard Expired and Pending reservations:
Go to My Apps > Direct booking.
Click on the Reservations page.
Select a date range.
Select the Date type to search reservations according to Check-in or Booked on dates.
Select Expired from the Status drop-down menu.
Click the expired reservation you want to view.
After confirming the reservation with your customer, click either of the following options:
Activate reservation — change the status to Active. This will also be reflected in your channel manager (and in your connectivity, if it supports this functionality).Discard reservation — permanently removes the reservation.