Error Handling

General Overview of Error Handling

Expectations for Error Handling over pmsXchange

It is expected that your PMS/CRS/RMS has a robust error handling process as outlined and agreed to in our 'Best Practices'. This includes a queuing mechanism and a robust retry strategy. More information in relation to Error Handling is outlined below.

Please read the below to make sure you have a good understanding on the requirements for error handling over pmsXchange.


Common Error Handling Scenarios you may encounter over pmsXchange


Application Level

If the response back from pmsXchange contains an OTA RS message with an 'Error' element, then the update can not be processed because some data is invalid. Below are some common application level error scenarios:

  • Required element or attributes are missing, the implementation will need to be adjusted to send the required data.
  • Incorrect credentials, please check that the correct username/password is set within PMS/CRS/RMS. If details are believed to be correct, please confirm correct credentials and region endpoint with our PMS Support team.
  • Invalid hotel code, please make sure the Hotel Code is correctly entered in your PMS. If you believe the Hotel Code is correct, please reach out to our PMS Support team to cross check the Hotel Code.
  • Hotel is not configured to receive updates. Please make sure hotel is configured in The Channel Manager to receive ARI updates.
  • Hotel is not configured to receive reservations. Please make sure the hotel is configured in The Channel Manager to allow reservation delivery.


HTTP Server Level

  • If the error is 500 Internal Server Error, it's likely the request being sent is malformed/cannot be parsed. Please implement a retry strategy and fail the message for review by your development team.
  • If the error is 503 Server Unavailable, it's likely we're performing maintenance on the pmsXchange service. The implementation will need to retry failed messages as part of a retry strategy. Please see the 'Handling HTTP 500 Error Responses' below for more information.



Application Level Error Handling

Below outlines the OTA (OpenTravel) standard EWT and ERR codes that will be used in-conjunction with the error messages outlined in each pmsXchange API.

OTA Error Warning Types

PmsXchange will use the following OTA error types from OTA Error Warning Type (EWT)

EWTError TypeDescription
1UnknownIndicates an unknown error.
3Biz ruleIndicates that the XML message has passed a low-level validation check, but that the business rules for the request message were not met.
4AuthenticationIndicates the message lacks adequate security credentials
6AuthorizationIndicates the message lacks adequate security credentials
10Required field missingIndicates that an element or attribute that is required in by the schema (or required by agreement between trading partners) is missing from the message.
For PmsXchange this type will also be returned if the xml message does not meet the restrictions (e.g data types) specified by the xml schema.
12Processing exceptionIndicates that during processing of the request that a not further defined exception occurred.

OTA Error Codes

pmsXchange will use the following OTA error types from OTA Error Codes (ERR)


Error Codes

ERRError CodeDescription
249Invalid rate codeRate does not exist
375Hotel not activeHotel is not enabled to receive inventory updates
385Invalid confirmation or cancellation numberConfirmation or cancellation number does not exist
392Invalid hotel codeHotel does not exist
402Invalid room typeRoom does not exist
448System error
450Unable to process
783Room or rate not foundRoom and rate combination does not exist



Handling HTTP 500 Error Responses on pmsXchange

Error CodeError ReasonSuggested Handling Method
500 - Internal Server ErrorA generic error message, given when an unexpected condition was encountered and no more specific message is suitable.

Please implement a retry strategy that aims to establish whether the 500 error received is a random event.

Once established the error is not a random event (using a retry strategy), please verify the request is valid. If you believe the request to be valid, please reach out to our Application Operations team.

501 - Not ImplementedThe server either does not recognise the request method, or it lacks the ability to fulfil the request. Usually this implies future availability (e.g., a new feature of a web-service API).Please fail request and review whether the request is currently supported by the web service attached to this endpoint.
502 - Bad GatewayThe server was acting as a gateway or proxy and received an invalid response from the upstream server.

For this you should implement a retry strategy that is sympathetic to high load situations. We suggest that you implement an 'Exponential Backoff' strategy (see Exponential Backoff). We'd recommend something like:

5 seconds → 10 seconds → 20 seconds → 40 seconds → then every minute until a defined timeout.

We recommend at least 30 minutes from the initial request until a timeout is considered.

Once the time out is reached and the message has failed, please reach out to our Application Operations team.

503 - Service UnavailableThe server is currently unavailable (because it is overloaded or down for maintenance). Generally, this is a temporary state.

For this you should implement a retry strategy that is sympathetic to high load situations. We suggest that you implement an 'Exponential Backoff' strategy (see Exponential Backoff). We'd recommend something like:

5 seconds → 10 seconds → 20 seconds → 40 seconds → then every minute until a defined timeout.

We recommend at least 30 minutes from the initial request until a timeout is considered. 

Once the time out is reached and the message has failed, please reach out to our Application Operations team.

504 - Gateway TimeoutThe server was acting as a gateway or proxy and did not receive a timely response from the upstream server.

For this you should implement a retry strategy that is sympathetic to high load situations. We suggest that you implement an 'Exponential Backoff' strategy (see Exponential Backoff). We'd recommend something like:

5 seconds → 10 seconds → 20 seconds → 40 seconds → then every minute until a defined timeout.

We recommend at least 30 minutes from the initial request until a timeout is considered. 

Once the time out is reached and the message has failed, please reach out to our Application Operations team.

505 - HTTP Version Not SupportedThe server does not support the HTTP protocol version used in the request.Please fail the request and ensure that the client making requests to pmsXchange has been configured correctly.