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A century-old oak tree crashed down on the first day of a vacation. Moments after James and his partner Andrew had finished breakfasting on the terrace, the enormous tree smashed their table and chairs and damaged their rental car's windscreen.

The rental cottage in Provence, France was engulfed by branches that broke the living room window and harmed the roof. "I was convinced the ceiling would collapse," James recalls. "If it had fallen moments earlier, we could have been seriously injured or killed."

Had it come down moments earlier we would have been seriously injured or killed

Urgent repairs took 24 hours after the host hauled the tree off the property, but the shaken couple feared the building might be structurally unsound and chose to reserve a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have caused some disruption," wrote the first of many identical automated messages before closing the pending case with a cheerful "Stay safe. Stay healthy."

The host displayed little concern. "The only incident was you heard a loud noise and saw a tree resting on the terrace," she replied to the couple's refund request. "You have chosen to focus on the worry and trauma rather than cherishing a unique memory."

Summer Travel Problems Surface

Now that the peak travel period has concluded, numerous holiday horror stories are coming to light.

Unlucky travelers report being trapped inside or unable to enter their rental – if it was real – or abandoned at night in unfamiliar cities when it wasn't. Stories include dirty bedrooms, unsafe equipment and unauthorized sublets. One common factor connects these ruined holidays: they were booked through digital reservation services that declined refunds.

The growth of booking websites has led to a rise in travelers arranging their own holidays. These companies showcase global property listings on their platforms and guarantee to satisfy travel dreams on a limited funds.

Consumer protections, however, have not kept pace with their popularity.

Legal Gaps

All-inclusive customers have legal options for holiday nightmares under travel protection regulations, but those who reserve accommodation through third-party platforms find themselves dependent on their host's willingness to help.

Some platforms advertise additional protections, but your contract is with the individual or business providing the accommodation.

James and Andrew had paid £931 for their week in the French cottage and when they felt too unsafe to return, ended up paying twice that for a hotel. They still await information about whether they are liable for the broken rental car. Despite the platform's protection pledge to refund customers for serious problems, the company declared it was up to the host to agree a refund; the host claimed the determination was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform declared the case had dragged on long enough and abruptly ended it. The host concluded that since repairs had cost her €5,000 (£4,350), she would not be providing a refund either. She suggested that instead the couple commemorate their survival and "transform the event into a positive story."

The platform eventually issued a complete reimbursement along with a £500 voucher after questions were raised about its health and safety policies.

Locked In

Kim Pocock used a booking platform to book a flat for a two-night stay in Barcelona. She and her daughter were stuck inside the property for most of their single full day in the city after a security lock on the front door failed.

"The host sent a repair person, who was unable to help," she states. "They eventually sent a locksmith who attempted for multiple hours to access the lock from the outside. He had to purchase a rope, which he tossed up to our window and we hoisted up a wrench and pliers. With us levering the lock from the inside and the locksmith hammering it from the outside, we finally managed to remove it. It turned out unfastened bolts had jammed the mechanism. By then it was almost 4pm."

We would have been at grave danger if there had been an emergency while we were trapped, yet the host faulted us for using the lock

Pocock asked for a complete reimbursement to compensate her spoiled trip and the stress. The booking platform said this was at the discretion of the host. The host not only refused, but kept her €250 deposit to pay for the new lock. The deposit was finally returned by the platform but Pocock felt she was owed the €446 rental cost.

Another platform customer, Philip, was locked out the London flat he booked for £70 when, upon attempting to check in, he found the key safe empty. The owners informed him they were overseas and could not help and suggested him to locate somewhere else for the night. He paid an extra £123 on a hotel room and has spent the following four months trying unsuccessfully to get this reimbursed.

"The platform has basically said that as the owner isn't responding to them there's nothing they can do," he states. "I don't understand how a business can operate this way with no accountability. The extra disappointment is that the property in question is still being advertised on the platform."

The platform reimbursed both customers after involvement. The company verified the host who had left Philip out of his rental had not responded to its inquiries. When asked why unscrupulous accommodation providers were not removed, it said customers should read guest feedback to ensure a property was "suitable for them."

Rating Processes

Ratings do not always reveal the whole story. A recent consumer report highlighted that one platform's default system was showing reviews it considered "important." This means that it is easy for users to overlook a recent deluge of reviews warning that a listing is a scam or not available.

The platform countered that customers could easily sort reviews by the newest or worst ratings so as to make their own choice on a property.

The same report stated that listings that had been repeatedly reported as scams were not removed. The platform responded that it relied on hosts to follow its rules and ensure that booking information was current.

Legal Uncertainty

The issue for travelers who do not get what they paid for is that their legal agreement is with the accommodation provider not the booking platform.

Major platforms commit to help find other accommodation in an emergency, but getting compensation for a disrupted stay is a tougher struggle. Both typically rely on the owner to do what's fair.

The sector needs greater regulation, according to consumer advocates. "Since online platforms effectively police themselves, the only option if the dispute continues is lawsuits," experts say. "But against whom? As the contract is between you and the host you'd have to take court proceedings in their country."

They continue: "One might claim that the online marketplace failed to investigate your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both companies are based abroad and have deep pockets."

Government authorities say recent customer safety legislation requires online platforms to "exercise professional diligence" in relation to consumer purchases promoted or made on their platforms.

A representative states: "Government agencies are on the side of consumers and we have implemented tough new financial penalties for violations of consumer law to protect people's funds."

They continued: "Businesses selling services to local consumers must comply with national law, and we have strengthened regulatory authorities' powers to make sure they face substantial penalties if they do not."