When booking systems are not too friendly

Accommodation booking systems have to be safe, reliable and above all - easy to use. If the user has to spend time learning a complex system, he will probably prefer to search for another hotel in the area. Why would someone give his or her credit card number after a negative user experience? Why picking an accommodation with a problematic digital representation?

Take the Lake House for example. It's a luxury hotel in Daylesford, Australia, which is an area known as the region's "Spa Country". I tried to book a room for one night through their website, and for some reason couldn't do so. First there was the confusing layout of the page, which made me think too much about what should I click first: Is it the date? Or maybe the room type? And if I chose the date first, why am I asked to choose it again after clicking on the desired room? Now, that's a very bad start.

Later, I am asked to choose an extra activity ("Enhance Your Stay" they call it, and forget to mention it's optional). The hot mineral water spa for 2 looks interesting, but I want to know some more about it before I say goodbye to $70, and can't find the information. Is it a private little pool or a public one? What is the temperature of the water? With no answers, I choose not to choose.

Finally, there is the subtotal issue. Why does it show $0? I picked a room, I chose a date - tell me how much it is and let me pack, I want to get out of the city and hit the road. It took me 24 hours to realize the problem: The booking system will show you the total amount only if you choose more than one night. They won't tell you that, you'll have to figure it out for yourself. Now I really need a vacation.