Handling and Category codes can change without notice based on supplier revisions.

All data below has been collected as it appeared in various tests or developer questions. If corresponding messages or codes are missing, it was not reported. Legacy APIs return integer values while newer versions return string values.

handling category code presentation message verbose message Known info about the error

2

UNRECOVERABLE

5

UNABLE_TO_
PROCESS_REQUEST

Unable to cancel reservation. error.blockSpace This error occurrs on cancellation requests when the user has requested a price match guarantee on the reservation. When the price match guarantee is honored and changed from the original rate on the reservation, the cancellation cannot be processed system

2

UNRECOVERABLE

5

UNABLE_TO_
PROCESS_REQUEST

Reservation cannot be cancelled online. Please email reply@travelnow.com and reference your Itinerary Number if you have questions regarding the status of your reservation. Reservation cannot be cancelled online. This error was returned on a failed booking where an itinerary number was created. Since the itinerary was flagged for an agent to follow up on the error, an automated cancellation can't take place. The cancel request alerts the agent to cancel the booking request without attempting to manually complete the booking.

AGENT_ATTENTION

RES_NOT_FOUND

This reservation could not be found. error.orderNumber.notFound  

AGENT_ATTENTION

UNABLE_TO_
PROCESS_REQUEST

Order is currently being processed. Please try again later. error.order.currentProcessing.tryLater  

AGENT_ATTENTION

RES_NOT_FOUND

This reservation could not be found. error.orderLine.notFound.
for.ordernum.orderguid.passed
 

AGENT_ATTENTION

PROCESS_FAIL

We're sorry but we're unable to process your request due to an unknown error. error.cancel.orderline.
multiple.notSupported
 

AGENT_ATTENTION

RES_CANCELLED

This request has already processed and cancelled. error.orderline.already.canceled Reservation is already cancelled. Use itinerary request to refresh data if necessary.

Special Attention Cancellations

Some cancellation requests require special attention before they can be cancelled, depending on the policy or other details such as a change to the booking that was handled by an agent over the phone with the customer.

If the policy or other details for the reservation need special handling before it can be cancelled, the reservation cannot be cancelled online.  In these cases, an error is returned and the cancellation email indicates that either the cancellation number will be returned by an agent once available from the property, or that the booking cannot be cancelled in the case of a nonrefundable booking.

In these special cases, the itinerary is flagged and an agent reviews the "blockspace" error to manually process the request and notifies the user of the result. If refunds are due, the refund is processed by the agent.

Any charges within the cancellation policy that are not refunded by the hotel are not refunded to the user.

Cancellation Errors on Static Booking Tests

All test bookings made with the provided test credit card create "STATIC" booking responses which also return a cancellation error when a cancellation request is made.

  • Select test bookings wisely: you will be charged for any nonrefundable live bookings or those cancelled inside the policy.
  • A static test booking returns CF#1234, 1235, etc.

Because there is not an actual reservation made with the suppliers when following static testing rules, you will receive errors when running a cancellation query:

  • If you receive a cancellation email after the submission, consider it your confirmation that:
    • your query reached our system 
    • was recognized 
    • and caused a response as if the reservation request was processed 
  • The cancellation query error occurs because the reservation was not actually placed with the supplier.
  • A reservation record DOES NOT exist.
  • The system cannot find a live reservation to cancel.

Examples from Static Tests

Returned on the first cancel attempt of a static itinerary.

<ns2:HotelRoomCancellationResponse xmlns:ns2="http://v3.hotel.wsapi.ean.com/">><EanWsError>
<itineraryId>-1</itineraryId>
    <handling>UNRECOVERABLE</handling>
    <category>UNABLE_TO_PROCESS_REQUEST</category>
    <presentationMessage>Unable to cancel reservation.</presentationMessage>
    <verboseMessage>error.hrnSystemNotAvailable: The sale record contains no confirm info.</verboseMessage>
  <ServerInfo serverTime="13:35:28.256-0600" timestamp="1327520128" instance="42" />
</EanWsError>
<customerSessionId>[xxx]</customerSessionId>
</ns2:HotelRoomCancellationResponse>

Returned when trying to send the same static itinerary a second time.

<ns2:HotelRoomCancellationResponse xmlns:ns2="http://v3.hotel.wsapi.ean.com/">
<EanWsError>
    <itineraryId>-1</itineraryId>
    <handling>UNRECOVERABLE</handling>
    <category>UNABLE_TO_PROCESS_REQUEST</category>
    <presentationMessage>Reservation cannot be cancelled online. 
      Please email reply@travelnow.com and reference your Itinerary Number 
      if you have questions regarding the status of your reservation.</presentationMessage>
    <verboseMessage>Reservation cannot be cancelled online.</verboseMessage>
  <ServerInfo serverTime="13:35:28.256-0600" timestamp="1327520128" instance="42" />
</EanWsError>
<customerSessionId>[xxx]</customerSessionId>
</ns2:HotelRoomCancellationResponse>