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One century-old oak tree crashed down on the first day of a vacation. Moments after James and his partner Andrew had finished eating breakfast on the terrace, the enormous 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 certain the ceiling would collapse," James recalls. "Had it fallen minutes earlier, we could have been seriously injured or killed."

Had it fallen moments 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 traumatized couple worried the building might be structurally unsound and decided to book a hotel for the remainder of their week-long stay.

The booking platform showed little concern. "We recognize this may have created some inconvenience," stated the first of many identical automated messages before concluding the unresolved case with a cheerful "Stay safe. Be well."

The host displayed little concern. "The only incident was you experienced a loud sound and saw a tree lying on the terrace," she responded to the couple's refund request. "You have chosen to focus on the worry and trauma instead of cherishing a unique memory."

Summer Travel Issues Surface

With the summer season has ended, numerous travel nightmare accounts are coming to light.

Unlucky travelers report being trapped inside or locked out their accommodation – when it existed – or abandoned at night in unfamiliar cities when it did not. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor unites these spoiled holidays: they were reserved through online booking platforms that refused refunds.

The growth of rental platforms has led to a increase in travelers arranging their own holidays. These companies showcase worldwide property portfolios on their platforms and promise to satisfy travel dreams on a limited funds.

Consumer protections, though, have not caught up with their widespread use.

Legal Gaps

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

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

James and Andrew had paid £931 for their week in the French cottage and when they felt too unsafe to return, found themselves spending twice that for a hotel. They still await notification about whether they are responsible for the broken rental car. Despite the platform's protection pledge to reimburse customers for major issues, the company stated it was up to the host to agree 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 announced 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 offering a refund either. She proposed that instead the couple commemorate their survival and "transform the event into a positive story."

The platform finally issued a complete reimbursement along with a £500 voucher after inquiries 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 most of their single full day in the city after a safety lock on the front door failed.

"The host sent a maintenance man, who was unable 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 lifted 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 extract 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 crisis while we were trapped, yet the host blamed us for using the lock

Pocock asked for a full refund to make up for her spoiled trip and the stress. The booking platform said this was at the decision of the host. The host not only refused, but withheld her €250 deposit to cover 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 reserved for £70 when, upon trying to check in, he found the lockbox empty. The owners informed him they were overseas and could not help and advised him to find alternative accommodation for the night. He paid an extra £123 on a hotel room and has spent the following four months trying in vain 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 says. "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 reimbursed both customers after involvement. The company verified the host who had left Philip out of his rental had not responded to its questions. When asked why unscrupulous accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "the right fit."

Review Systems

Ratings do not always tell the complete picture. A recent investigation highlighted that one platform's default system was displaying reviews it considered "relevant." This means that it is easy for users to overlook a current deluge of reviews warning that a listing is a fraud or not available.

The platform responded that customers could easily 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 answered that it relied on hosts to abide by its terms and conditions and ensure that availability was up to date.

Legal Uncertainty

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

Major platforms promise to help find other accommodation in an crisis, but getting compensation for a disrupted stay is a more difficult battle. Both typically rely on the owner to do the right thing.

The sector needs more regulation, according to consumer protection experts. "Because online platforms effectively police themselves, the only course of action if the dispute isn't resolved 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: "You could argue that the online marketplace didn't manage to look into your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both firms are based abroad and have deep pockets."

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

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

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