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One 100-year-old oak tree toppled over on the first 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 shattered the living room window and damaged the roof. "I was convinced the ceiling would cave in," James recalls. "If it had fallen moments earlier, we could have been seriously injured or fatally wounded."

If it had fallen moments earlier we would have been critically hurt or fatally wounded

Urgent repairs took 24 hours after the host hauled the tree off the property, but the shaken 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 closing the pending case with a upbeat "Stay safe. Stay healthy."

The host also showed little concern. "All that happened 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."

Peak Season Vacation Issues Surface

With the peak travel period has concluded, numerous holiday horror stories are emerging.

Unlucky travelers report being locked in or unable to enter their accommodation – when it existed – or abandoned at night in unfamiliar cities when it wasn't. Stories include filthy bedrooms, unsafe equipment and illegal sublets. One common factor connects these spoiled holidays: they were booked through digital reservation services that declined refunds.

The growth of booking websites has prompted a increase in travelers arranging their own holidays. These companies display global property listings on their websites and promise to satisfy travel dreams on a budget.

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

Regulatory Loopholes

All-inclusive customers have legal options for holiday disasters under consumer travel regulations, but those who reserve accommodation through online booking services find themselves reliant on their host's cooperation.

Some platforms promote additional protections, but your contract is with the individual or business providing 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 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 reimburse customers for major issues, the company stated it was up to the host to agree 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 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 providing a refund either. She proposed that instead the couple commemorate their survival and "turn the event into a beautiful story."

The platform eventually issued a complete reimbursement along with a £500 voucher after inquiries were raised about its safety policies.

Trapped

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 the majority of their single full day in the city after a security 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 tried for several hours to access the lock from the outside. He had to purchase a rope, which he tossed up to our window and we hoisted up a wrench and tools. With us levering the lock from the inside and the locksmith hammering it from the outside, we eventually managed to extract it. It turned out 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 locked in, yet the host faulted us for using the lock

Pocock requested a full refund to make up for 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 new lock. The deposit was finally returned by the platform but Pocock felt she was due the €446 rental cost.

Another platform customer, Philip, was trapped outside the London flat he reserved for £70 when, upon attempting to check in, he found the lockbox empty. The owners informed him they were abroad and could not help and advised him to locate somewhere else for the night. He spent an extra £123 on a hotel room and has spent the intervening four months trying in vain to get this refunded.

"The platform has essentially said that as the owner isn't responding to them there's little they can do," he says. "I don't understand how a business can function this way with no accountability. The extra frustration is that the property in question is still being listed on the platform."

The platform refunded both customers after intervention. The company confirmed the host who had locked Philip out of his rental had failed to its questions. 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 Processes

Ratings do not always tell the complete picture. A recent investigation highlighted that one platform's standard setup was showing reviews it considered "relevant." This means that it is simple for users to miss a recent flood 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 taken down. The platform answered that it depended on hosts to abide by its terms and conditions and ensure that booking information was up to date.

Legal Grey Area

The issue for travelers who do not get what they expected 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 crisis, but getting compensation 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 advocates. "Because online platforms effectively self-regulate, the only option if the dispute isn't resolved is lawsuits," experts say. "But who against? 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 failed to look into your complaint properly and try to pursue them, but this is a legal uncertainty. Both firms are based overseas and have deep pockets."

Government authorities 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 states: "Government agencies are on the side of consumers and we have brought into force tough new financial penalties for breaches of consumer law to protect people's funds."

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