Your points are valid, but don't forget also that "what does the customer want?" is valid too. If people want a click-and-book experience, the site should opti

Your points are valid, but don't forget also that "what does the customer want?" is valid too. If people want a click-and-book experience, the site should optimize for that. It seems that they could have done a better job of managing that transition on your side of the business, but it's a valid direction for them to push towards.