Error Handling

Learn how to handle and return error messages when using the pmsXchange API, including expected formats, retry strategies, and response codes.

Your PMS/RMS should have a strong error handling system that can queue and resend errors. Additionally, you need to inform hoteliers about any errors that impact the synchronization of their data through pmsXchange.

Ensure that your system waits for a response from SiteMinder before sending additional 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.

Application Level

If the response from SiteMinder contains an OTA RS message with an 'Error' element, it indicates that the update cannot be processed due to invalid data. Here are some common application-level error scenarios:

Missing element/attribute

Missing Required Elements or Attributes: Adjust your implementation to ensure all required data is sent.

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Header/>
   <SOAP-ENV:Body>
      <OTA_HotelAvailNotifRS Version="1.0" TimeStamp="2025-10-25T01:32:55+00:00" EchoToken="TEST9BA23FF4-2EE4-11EF-2426-09173F13E4C5" xmlns="http://www.opentravel.org/OTA/2003/05">
         <Errors>
            <Error Type="10">The content of element "AvailStatusMessages" is not complete. One of "AvailStatusMessage" is expected</Error>
         </Errors>
      </OTA_HotelAvailNotifRS>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Header/>
   <SOAP-ENV:Body>
      <OTA_HotelAvailNotifRS Version="1.0" TimeStamp="2025-10-25T01:33:55+00:00" EchoToken="TEST9BA23FF4-2EE4-11EF-2426-09173F13E4C5" xmlns="http://www.opentravel.org/OTA/2003/05">
         <Errors>
            <Error Type="3" Code="450">The HotelCode length must be equal to or greater than 1</Error>
         </Errors>
      </OTA_HotelAvailNotifRS>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Incorrect Credentials

Invalid Hotel Code

Below is an outline of the OTA (OpenTravel) standard EWT and ERR codes that will be used alongside the error messages specified in each pmsXchange API response.

OTA Error Warning Types

EWT	Error Type	Description
1	Unknown	Indicates an unknown error.
3	Biz rule	Indicates that the XML message has passed a low-level validation check, but that the business rules for the request message were not met.
4	Authentication	Indicates the message lacks adequate security credentials
6	Authorization	Indicates the message lacks adequate security credentials
10	Required field missing	Indicates that a required element or attribute, as defined by the schema or agreed upon by trading partners, is missing from the message. In the context of pmsXchange, this error will also be returned if the XML message does not conform to the data type restrictions specified by the XML schema.
12	Processing exception	Indicates that an undefined exception occurred during the processing of the request.

pmsXchange Error Descriptions

Soap Faults

A SOAP fault can be returned in the event of an unexpected error, such as when the XML in a SOAP message cannot be parsed. The SOAP Fault will specify which party is at fault (CLIENT or SERVER).

Example

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
   <SOAP-ENV:Header/>
   <SOAP-ENV:Body>
      <SOAP-ENV:Fault>
         <faultcode>SOAP-ENV:Client</faultcode>
         <faultstring xml:lang="en">Invalid SOAP message</faultstring>
      </SOAP-ENV:Fault>
   </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example

HTTP Error Handling

4xx – Client Errors

4xx errors indicate that the request sent to SiteMinder is invalid. These errors should not be retried, as resending the same message will continue to fail. The partner must correct the payload, structure, or authentication details before attempting to send the request again. For a complete list of common 4xx errors and how to address them, refer to the HTTP Error Handling page.

5xx – Server Errors

5xx errors indicate a temporary issue on the server or an upstream dependency. These errors are usually recoverable, and partners are expected to implement a retry strategy. We recommend an exponential backoff approach (5s → 10s → 20s → 40s → then every 1 minute) until a minimum timeout of 30 minutes is reached. If delivery still fails after the retry period, please contact SiteMinder’s Application Operations team. More information on common 5xx responses is available in the HTTP Error Handling page.

Help Centre

• Troubleshoot inventory not syncing from your PMS/RMS/CRS

• Troubleshoot a failed reservation delivery to your PMS/RMS/CRS