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A 100-year-old oak tree crashed down on the initial 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 crushed 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 certain the ceiling would cave in," James recalls. "If it had fallen moments earlier, we could have been critically hurt or killed."

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

Emergency repairs took a full day after the host winched the tree off the property, but the traumatized couple feared the building might be structurally unsound and decided to book a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have created some inconvenience," wrote the first of many similar automated messages before concluding the unresolved case with a upbeat "Stay safe. Be well."

The host displayed little concern. "The only incident was you heard a loud noise and observed 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 Emerge

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

Unfortunate travelers report being locked in or locked out their rental – when it existed – or abandoned at night in strange cities when it wasn't. Accounts include dirty bedrooms, unsafe equipment and unauthorized sublets. One shared element unites these spoiled holidays: they were booked through online booking platforms that refused refunds.

The growth of rental platforms has prompted a rise in travelers organizing their own holidays. These companies showcase worldwide property portfolios on their websites and guarantee to fulfill wanderlust on a budget.

Consumer protections, however, have not caught up with their popularity.

Legal Gaps

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

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

James and Andrew had spent £931 for their week in the French cottage and when they felt too unsafe to return, found themselves paying double the amount 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 refund customers for serious problems, the company stated it was up to the host to approve a refund; the host claimed the determination was the platform's.

After two and a half months of identical 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 providing 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 book a flat for a two-night stay in Barcelona. She and her daughter were left trapped the property for most of their single full day in the city after a safety lock on the front door failed.

"The host dispatched a repair person, who was unable to help," she states. "They eventually sent a locksmith who tried for several 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 tools. With us levering the lock from the inside and the locksmith banging it from the outside, we finally managed to extract it. It was discovered loose screws had jammed the mechanism. By then it was nearly 4pm."

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

Pocock asked for a complete reimbursement to compensate her spoiled trip and the anxiety. The booking platform said this was at the decision of the host. The host not only refused, but kept her €250 deposit to cover the replacement lock. The deposit was eventually returned by the platform but Pocock felt she was due 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 key safe empty. The owners told him they were overseas and could not help and suggested him to find somewhere else for the night. He paid an extra £123 on a hotel room and has spent the following four months attempting unsuccessfully to get this refunded.

"The platform has basically said that as the owner isn't responding to them there's little 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 listed on the platform."

The platform reimbursed 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 review guest feedback to ensure a property was "the right fit."

Review Systems

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

The platform responded that customers could readily organize reviews by the newest or worst ratings so as to make their own choice on a property.

The same report claimed that listings that had been multiple times reported as scams were not removed. The platform responded that it depended on hosts to abide by its terms and conditions and ensure that booking information was current.

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 other accommodation in an crisis, but getting payment for a disrupted stay is a tougher struggle. Both typically rely on the owner to do the right thing.

The sector needs more regulation, according to consumer protection experts. "Since online platforms effectively police themselves, the only course of action 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 legal action in their country."

They add: "One might claim that the online marketplace failed to investigate your complaint properly and try to pursue them, but this is a grey area. Both firms are registered abroad and have significant financial resources."

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

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

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