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A century-old oak tree toppled over on the first day of a holiday. Moments after James and his partner Andrew had finished eating breakfast on the terrace, the massive tree smashed their table and chairs and crushed their rental car's windscreen.

The vacation home in Provence, France was covered by branches that shattered the living room window and harmed the roof. "I was convinced the ceiling would cave in," James recalls. "Had it fallen moments earlier, we could have been critically hurt or fatally wounded."

Had it fallen minutes earlier we would have been critically hurt or killed

Emergency repairs took a full day after the host winched the tree off the property, but the shaken couple worried the building might be unsafe and decided to reserve a hotel for the remainder of their week-long stay.

The booking platform showed little concern. "We understand this may have caused some disruption," stated the first of many identical automated messages before concluding the unresolved case with a upbeat "Keep safe. Be well."

The host also showed little concern. "The only incident was you experienced a loud sound and saw a tree resting on the terrace," she responded to the couple's refund request. "You decided to focus on the worry and distress rather than celebrating a special memory."

Peak Season Travel Problems Surface

With the summer season has concluded, countless travel nightmare accounts are coming to light.

Unlucky travelers report being trapped inside or locked out their rental – when it existed – or left stranded at night in unfamiliar cities when it wasn't. Accounts include filthy bedrooms, unsafe equipment and unauthorized sublets. One shared element unites these spoiled holidays: they were reserved through online booking platforms that declined refunds.

The expansion of booking websites has led to a rise in travelers arranging their own holidays. These companies display worldwide property portfolios on their platforms and promise to satisfy wanderlust on a budget.

Consumer protections, though, have not kept pace with their widespread use.

Regulatory Gaps

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

Some platforms promote extra protections, but your contract is with the individual or company offering the accommodation.

James and Andrew had paid £931 for their week in the Provençal cottage and when they felt too unsafe to return, found themselves paying double the amount for a hotel. They have yet to receive information about whether they are liable for the damaged rental car. Despite the platform's protection pledge to reimburse customers for major issues, the company declared it was up to the host to agree a refund; the host insisted the determination was the platform's.

After two and a half months of identical automated messages in response to James's complaint, the platform declared the case had dragged on long enough and summarily closed 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 celebrate their survival and "turn the event into a positive story."

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

Trapped

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

"The host dispatched a maintenance man, who was could not to help," she states. "Finally they sent a locksmith who attempted for multiple hours to access the lock from the outside. He had to buy a rope, which he threw up to our window and we hoisted up a tool and pliers. With us prying the lock from the inside and the locksmith hammering it from the outside, we eventually managed to extract it. It turned out unfastened bolts had jammed the mechanism. By then it was nearly 4pm."

We would have been at serious risk if there had been an crisis while we were locked in, yet the host faulted us for using the lock

Pocock requested a full refund to compensate her ruined trip and the anxiety. The booking platform said this was at the decision of the host. The host not only declined, but withheld her €250 deposit to pay for the replacement 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 trying to check in, he found the key safe empty. The owners informed him they were overseas and could not help and advised him to find 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 won't reply to them there's nothing they can do," he states. "I can't comprehend how a business can function this way with no accountability. The extra frustration is that the property in question is continues being advertised on the platform."

The platform refunded both customers after intervention. The company confirmed the host who had locked Philip out of his rental had not responded to its questions. When asked why dishonest accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Review Systems

Reviews do not always reveal the whole story. A recent consumer report highlighted that one platform's standard setup was displaying reviews it considered "relevant." This means that it is simple for users to overlook a current deluge of reviews cautioning that a listing is a scam or not available.

The platform responded that customers could readily sort reviews by the most recent or worst ratings so as to make their own decision on a property.

The same report stated that listings that had been multiple times reported as scams were not taken down. The platform responded that it relied on hosts to follow its terms and conditions and ensure that booking information was up to date.

Regulatory Grey Area

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

Major platforms commit to help find alternative accommodation in an crisis, but getting payment for a disrupted stay is a more difficult struggle. Both tend to rely on the owner to do what's fair.

The industry needs more regulation, according to consumer advocates. "Because online platforms effectively police themselves, the only option if the dispute isn't resolved is lawsuits," analysts say. "But who against? As the contract is between you and the host you'd have to take court proceedings in their country."

They continue: "You could argue that the online marketplace failed to investigate your complaint thoroughly and try to sue them, but this is a grey area. Both firms are registered abroad and have deep pockets."

Regulatory bodies say new consumer protection legislation requires online platforms to "exercise professional diligence" in relation to consumer transactions advertised or made on their platforms.

A representative says: "Authorities are on the side of consumers and we have implemented strict new fines for violations of consumer law to safeguard people's funds."

They continued: "Companies selling services to domestic consumers must follow local law, and we have bolstered oversight authorities' powers to make sure they face substantial penalties if they do not."