Error Handling
Learn how to handle and return error messages when using the SiteConnect API, including expected formats, retry strategies, and response codes.
Responses to SiteMinder
Errors must be returned within a 'SOAP Envelope' and use the defined response message container depending on the message being responded to. See the relevant parts of our specification within the Rooms and Rates, Availability and Restrictions and Rates sections for more information about each error response message.
If the error is specifically related to application-level errors, do not respond with any other error types (HTTP, etc.). If you have server-level issues, then it is OK to respond with HTTP standard error codes.
It is expected that your booking channel has a robust error handling process in place. This includes a queuing mechanism and a robust retry strategy.
An error response must contain a short error description to assist our Support teams.
Sample Error Response
Mandatory Error Responses
Building these errors are required. The error descriptions must be the same as shown below.
Invalid Username and/or Password
OTA_HotelAvailRS
OTA_HotelAvailNotifRS
OTA_HotelRateAmountNotifRS
Hotel not found for HotelCode=XXXXXX
OTA_HotelAvailRS
OTA_HotelAvailNotifRS
OTA_HotelRateAmountNotifRS
Room type code not found for this hotel
OTA_HotelAvailNotifRS
OTA_HotelRateAmountNotifRS
Rate code not found for this hotel
OTA_HotelAvailNotifRS
OTA_HotelRateAmountNotifRS
Invalid included occupancy
Invalid number of adults
This error will validate against the # of BaseByGuestAmt
nodes received in the OTA_HotelRateAmountNotifRQ
. If you have set the Max Occupancy to 5, then you must expect 5 BaseByGuestAmt
indicating the price per pax. If you receive more or less, then the error Invalid number of adults
must be sent to alert the hotelier to check the Max Occupancy setting in SiteMinder. BaseByGuestAmt
nodes must match the Max Occupancy value for that room rate combo.
Auto-Disable Mechanism
To ensure data accuracy and system integrity, our error handling includes an auto-disabling mechanism that temporarily disconnects a property or specific rooms and rates when certain errors are returned after pushing availability, restriction or rate updates.
Once disabled, the system stops retrying the connection indefinitely and sends an email notification to the property with details about the action taken, the error encountered, and steps for resolution. Inform us If your booking channel requires additional error responses to trigger this mechanism
This mechanism relies on the error descriptions to function correctly. Ensure that the descriptions used match those listed above.
Responses from SiteMinder
Your system should have a strong error handling process that can queue and resend reservation requests.
Ensure that your system waits for a response from SiteMinder before sending additional reservation requests for the same site. Set an appropriate timeout duration, between 60 and 120 seconds, to allow requests to complete before retrying. This prevents unnecessary retries and ensures smooth communication.
Sample Error Response
Common Error Responses
Check that the correct username/password is sent in the request.
Handling HTTP 400
If the response is a HTTP error response code in the 400 range, then it is expected that the connecting OTA will implement a retry strategy until they are successfully delivered or a pre-defined timeout period is reached, for example, 30 minutes.
Handling HTTP 500
If the response is a HTTP error response code in the 500 range, then it is expected that the connecting OTA will implement a retry strategy until they are successfully delivered or a pre-defined timeout period is reached, for example, 30 minutes.
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