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

The vacation home in Provence, France was engulfed by branches that shattered the living room window and damaged the roof. "I was convinced the ceiling would collapse," James remembers. "If it had fallen moments earlier, we could have been seriously injured or fatally wounded."

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

Emergency repairs took 24 hours after the host hauled the tree off the property, but the traumatized couple worried the building might be unsafe and chose to reserve a hotel for the rest of their week-long stay.

The booking platform remained unperturbed. "We understand this may have caused some disruption," stated the first of many identical automated messages before closing the unresolved case with a cheerful "Keep safe. Be well."

The host also showed little concern. "All that happened was you experienced a loud sound and observed a tree lying on the terrace," she responded to the couple's refund request. "You have chosen to focus on the anxiety and trauma instead of celebrating a unique memory."

Peak Season Vacation Issues Emerge

Now that the summer season has concluded, countless holiday horror stories are coming to light.

Unfortunate travelers report being trapped inside or locked out their accommodation – when it existed – or abandoned at night in strange cities when it did not. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor connects these ruined holidays: they were booked through digital reservation services that refused refunds.

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

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

Regulatory Gaps

All-inclusive 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 cooperation.

Some platforms advertise additional protections, but your agreement is with the person or business providing 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 spending double the amount for a hotel. They still await notification about whether they are liable for the damaged rental car. Despite the platform's guarantee program to refund customers for major issues, the company stated it was up to the host to approve a refund; the host claimed the decision 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 continued long enough and abruptly ended it. The host concluded that since repairs had cost her €5,000 (£4,350), she would not be offering a refund either. She suggested that instead the couple celebrate their survival and "turn the event into a positive story."

The platform finally issued a full refund 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 weekend stay in Barcelona. She and her daughter were left trapped the property for most of their only full day in the city after a safety lock on the front door failed.

"The host dispatched a repair person, who was could not to help," she says. "Finally they sent a locksmith who tried for multiple hours to fix the lock from the outside. He had to purchase a rope, which he threw up to our window and we hoisted up a tool and tools. With us prying the lock from the inside and the locksmith hammering it from the outside, we finally managed to remove it. It was discovered unfastened bolts had jammed the mechanism. By then it was almost 4pm."

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

Pocock requested a full refund to make up for her ruined trip and the stress. The booking platform indicated this was at the discretion of the host. The host not only declined, but withheld her €250 deposit to cover the new lock. The deposit was eventually 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 abroad and could not help and advised him to locate alternative accommodation for the night. He spent an extra £123 on a hotel room and has spent the following four months attempting unsuccessfully to get this refunded.

"The platform has essentially 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 responsibility. The extra disappointment is that the property in question is still being advertised on the platform."

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

Rating Systems

Ratings do not always tell the complete picture. A previous consumer report highlighted that one platform's default system was showing reviews it considered "relevant." This means that it is easy for users to miss a recent deluge of reviews warning that a listing is a fraud 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 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 abide by its terms and conditions and ensure that availability was up to date.

Regulatory Grey Area

The issue for travelers who do not get what they paid for is that their contract 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 tougher battle. Both typically rely on the owner to do what's fair.

The industry needs more regulation, according to consumer advocates. "Since online platforms essentially police themselves, the only course of action if the dispute isn't resolved is lawsuits," analysts 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: "You could argue that the online marketplace didn't manage to investigate your complaint properly and try to sue them, but this is a grey area. Both firms are based abroad and have significant financial resources."

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

A spokesperson states: "Authorities are on the side of consumers and we have brought into force tough new financial penalties for violations of consumer law to safeguard people's money."

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