The article basically concludes: Have you ever had a bad experience at an airline company? Then they're probably using this pattern. If I book a room at a hote

The article basically concludes: Have you ever had a bad experience at an airline company? Then they're probably using this pattern. If I book a room at a hotel, I'd like to know that I can actually stay there when I arrive. This is a problem solvable by software (to the extend that the hotel doesn't catch fire), and so it should be.