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A century-old oak tree toppled over on the initial 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 damaged their rental car's windscreen.

The rental cottage in Provence, France was covered by branches that shattered the living room window and damaged the roof. "I was certain the ceiling would cave in," James remembers. "If it had fallen moments earlier, we could have been critically hurt or fatally wounded."

If it had fallen minutes earlier we would have been seriously injured or fatally wounded

Urgent repairs took 24 hours after the host hauled the tree off the property, but the traumatized 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 showed little concern. "We recognize this may have created some disruption," stated the first of many similar automated messages before concluding the pending case with a upbeat "Keep safe. Stay healthy."

The host displayed little concern. "All that happened was you heard a loud noise and saw a tree lying on the terrace," she responded to the couple's refund request. "You have chosen to remember the anxiety and distress instead of celebrating a special memory."

Peak Season Travel Issues Emerge

Now that the summer season has concluded, countless holiday horror stories are emerging.

Unfortunate travelers report being trapped inside or unable to enter their rental – if it was real – or left stranded at night in strange cities when it did not. Accounts include filthy bedrooms, dangerous equipment and unauthorized sublets. One shared element connects these ruined holidays: they were booked through digital reservation services that refused refunds.

The growth of booking websites has led to a increase in travelers organizing their own holidays. These platforms showcase worldwide property portfolios on their websites and promise to fulfill travel dreams on a budget.

Customer safeguards, though, have not kept pace with their popularity.

Legal Gaps

All-inclusive customers have legal recourse for holiday nightmares under travel protection regulations, but those who book accommodation through online booking services find themselves reliant on their host's cooperation.

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

James and Andrew had spent £931 for their week in the Provençal cottage and when they felt sufficiently endangered to return, found themselves spending twice that for a hotel. They have yet to receive notification about whether they are liable for the broken rental car. Despite the platform's guarantee program to reimburse customers for major issues, the company stated it was up to the host to approve a refund; the host insisted the decision was the platform's.

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

The platform finally issued a full refund along with a £500 voucher after questions were raised about its health and safety policies.

Trapped

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

"The host dispatched a maintenance man, who was unable to help," she states. "Finally they called a locksmith who attempted for multiple hours to fix the lock from the outside. He had to buy a rope, which he tossed up to our window and we hoisted up a tool and pliers. With us levering the lock from the inside and the locksmith banging it from the outside, we eventually managed to remove it. It was discovered unfastened bolts had blocked the mechanism. By then it was almost 4pm."

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

Pocock requested a full refund to make up for her ruined trip and the anxiety. The booking platform indicated this was at the discretion of the host. The host not only refused, 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 trying to check in, he found the lockbox empty. The owners informed him they were abroad and could not help and advised him to find alternative accommodation for the night. He spent an extra £123 on a hotel room and has spent the intervening four months attempting in vain to get this reimbursed.

"The platform has basically said that as the owner isn't responding to them there's little they can do," he states. "I don't understand how a business can operate this way with no accountability. The additional disappointment 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 left Philip out of his rental had not responded to its inquiries. When asked why dishonest accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Rating Systems

Ratings do not always tell the complete picture. A recent consumer report highlighted that one platform's standard setup was displaying reviews it considered "relevant." This means that it is easy for users to overlook a recent deluge of reviews cautioning that a listing is a fraud or not available.

The platform countered that customers could readily organize reviews by the most recent or lowest score so as to make their own decision on a property.

The same report claimed that listings that had been repeatedly reported as scams were not removed. The platform answered that it depended on hosts to follow its terms and conditions and ensure that booking information was current.

Regulatory Uncertainty

The problem 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 promise to help find alternative accommodation in an emergency, but getting payment for a interrupted stay is a more difficult struggle. Both tend to rely on the owner to do the right thing.

The industry needs more regulation, according to consumer protection experts. "Since online platforms essentially police themselves, the only option if the dispute isn't resolved is legal action," experts say. "But who against? As the contract is between you and the host you'd have to take legal action in their country."

They continue: "You could argue that the online marketplace didn't manage to look into your complaint thoroughly and try to sue them, but this is a grey area. Both firms are registered overseas and have significant financial resources."

Government authorities say new consumer protection legislation requires online platforms to "demonstrate 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 tough new fines for breaches of consumer law to safeguard people's money."

They added: "Companies selling services to local consumers must follow national law, and we have strengthened oversight authorities' powers to make sure they face severe penalties if they do not."