Troubleshooting missing SiteMinder reservations

This article explains how to troubleshoot and resolve issues when a reservation from SiteMinder doesn't appear in your Guesty account. Follow these steps to identify the cause and find the correct solution.

Verify the listing's integration status

The most common reason for a missing reservation is an incomplete connection between Guesty and SiteMinder.

• If the integration is incomplete: You must finish connecting and mapping your Guesty listings to SiteMinder. Reservations won't sync to Guesty until this setup is finalized. Learn more about Troubleshooting: Unable to connect a listing to a booking channel.
• If the integration is complete: Proceed to the next step.

Identify the original booking channel

1. Locate the missing reservation in your SiteMinder account.
2. Identify the original booking channel for the reservation (e.g., Expedia, Agoda, a direct website).

Confirm if the channel is supported

Check if the booking channel where the reservation originated is supported by the Guesty and SiteMinder integration.

1. Review the list of supported booking channels.
2. Follow the relevant steps below based on whether the channel is supported.

• If the channel is NOT supported:
  Reservations from this channel cannot sync to Guesty through SiteMinder. You will need to manage these reservations manually. You can contact Guesty Support to request that this channel be supported in the future.
• If the channel IS supported:
  The reservation should have synced to Guesty. If it hasn't, you'll need to report the sync failure.
  1. Reach out directly to SiteMinder Hotel Support to report the issue. For guidance, see our article on Contacting booking channels for support.
  2. Once SiteMinder provides you with a support ticket number, contact Guesty Support. Provide the SiteMinder ticket number to the Guesty Support team so they can investigate the issue with SiteMinder.