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

The rental cottage in Provence, France was engulfed by branches that shattered the living room window and damaged the roof. "I was convinced the ceiling would cave in," James recalls. "Had it fallen minutes earlier, we could have been critically hurt or fatally wounded."

Had it come down moments earlier we would have been critically hurt or fatally wounded

Urgent repairs took 24 hours after the host winched the tree off the property, but the traumatized couple feared the building might be structurally unsound and decided to reserve a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have created some disruption," stated the first of many identical automated messages before concluding the pending case with a upbeat "Keep safe. Be well."

The host also showed little concern. "The only incident was you heard a loud noise and saw a tree lying on the terrace," she replied to the couple's refund request. "You have chosen to focus on the worry and distress rather than cherishing a unique memory."

Summer Vacation Problems Emerge

Now that the peak travel period has concluded, numerous travel nightmare accounts are emerging.

Unfortunate travelers report being trapped inside or locked out their accommodation – if it was real – or left stranded at night in unfamiliar cities when it wasn't. Stories include filthy bedrooms, unsafe equipment and illegal sublets. One shared element connects these spoiled holidays: they were booked through digital reservation services that declined refunds.

The expansion of rental platforms has prompted a rise in travelers arranging their own holidays. These companies display worldwide property listings on their websites and promise to satisfy 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 travel protection regulations, but those who book accommodation through third-party platforms find themselves reliant on their host's willingness to help.

Some platforms promote additional protections, but your agreement 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 sufficiently endangered to return, found themselves spending double the amount for a hotel. They have yet to receive notification about whether they are responsible for the damaged rental car. Despite the platform's guarantee program to refund customers for major issues, the company declared 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 celebrate their survival and "transform the event into a positive story."

The platform eventually issued a full refund 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 weekend 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 safety lock on the front door failed.

"The host sent a maintenance man, who was unable to help," she states. "They eventually called 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 tools. With us prying the lock from the inside and the locksmith banging it from the outside, we finally managed to remove it. It was discovered loose screws had blocked the mechanism. By then it was nearly 4pm."

We would have been at grave danger 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 ruined trip and the stress. The booking platform indicated this was at the decision of the host. The host not only refused, but kept her €250 deposit to pay for 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 booked 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 suggested him to locate alternative accommodation for the night. He spent 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 isn't responding to them there's nothing they can do," he says. "I can't comprehend how a business can operate this way with no responsibility. The extra disappointment is that the property in question is continues being advertised on the platform."

The platform refunded both customers after involvement. The company verified the host who had locked Philip out of his rental had failed to its inquiries. When asked why unscrupulous accommodation providers were not removed, it said customers should read guest feedback to ensure a property was "the right fit."

Rating Systems

Reviews do not always reveal the whole story. A previous investigation highlighted that one platform's standard setup was showing reviews it considered "relevant." This means that it is easy for users to miss a recent flood of reviews cautioning that a listing is a scam or not available.

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

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

Legal Uncertainty

The problem for travelers who do not get what they paid for is that their contract 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 interrupted stay is a tougher battle. Both tend to rely on the owner to do what's fair.

The industry needs more regulation, according to consumer advocates. "Because 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 add: "One might claim that the online marketplace failed to investigate your complaint thoroughly and try to pursue them, but this is a grey area. Both firms are registered abroad and have significant financial resources."

Regulatory bodies say recent consumer protection legislation requires online platforms to "demonstrate professional diligence" in relation to consumer transactions promoted or made on their platforms.

A spokesperson says: "Government agencies are on the side of consumers and we have brought into force strict new fines for violations of consumer law to safeguard people's money."

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