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One 100-year-old oak tree crashed down on the first day of a holiday. Minutes after James and his partner Andrew had finished breakfasting on the terrace, the enormous tree destroyed their table and chairs and crushed their rental car's windscreen.

The vacation home in Provence, France was covered by branches that broke the living room window and damaged the roof. "I was certain the ceiling would collapse," James remembers. "Had it fallen minutes earlier, we could have been seriously injured or killed."

Had it fallen moments earlier we would have been seriously injured or fatally wounded

Emergency repairs took a full day after the host hauled the tree off the property, but the shaken couple worried the building might be unsafe and decided to book a hotel for the rest of their week-long stay.

The booking platform showed little concern. "We recognize this may have caused some inconvenience," stated the first of many identical automated messages before closing the pending case with a upbeat "Keep safe. Stay healthy."

The host also showed little concern. "The only incident was you experienced a loud sound and observed a tree lying on the terrace," she replied to the couple's refund request. "You decided to remember the worry and trauma instead of celebrating a special memory."

Peak Season Travel Issues Surface

Now that the peak travel period has concluded, numerous holiday horror stories are coming to light.

Unfortunate travelers report being locked in or locked out their rental – if it was real – or left stranded at night in unfamiliar cities when it did not. Accounts include filthy bedrooms, dangerous equipment and illegal sublets. One common factor unites these ruined holidays: they were booked through digital reservation services that declined refunds.

The expansion of rental platforms has prompted a increase in travelers organizing their own holidays. These companies showcase global property listings on their websites and guarantee to fulfill wanderlust on a limited funds.

Consumer protections, though, have not kept pace with their widespread use.

Legal Gaps

Package-deal customers have legal options for holiday nightmares under travel protection regulations, but those who reserve 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 providing the accommodation.

James and Andrew had spent £931 for their week in the Provençal cottage and when they felt too unsafe to return, found themselves spending twice that for a hotel. They still await information about whether they are responsible for the broken rental car. Despite the platform's protection pledge to reimburse customers for serious problems, the company declared it was up to the host to approve a refund; the host claimed the decision was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform declared the case had continued 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 suggested that instead the couple celebrate 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 health and safety policies.

Locked In

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 only full day in the city after a security lock on the front door failed.

"The host sent a repair person, 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 buy a rope, which he tossed up to our window and we lifted 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 turned out 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 faulted us for using the lock

Pocock requested a complete reimbursement to compensate her spoiled trip and the stress. 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 owed the €446 rental cost.

Another platform customer, Philip, was locked out the London flat he reserved for £70 when, upon attempting 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 reimbursed.

"The platform has basically said that as the owner won't reply to them there's little they can do," he states. "I can't comprehend how a business can operate this way with no accountability. The additional frustration is that the property in question is still being listed on the platform."

The platform refunded both customers after involvement. The company verified the host who had left 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 "suitable for them."

Review Systems

Ratings do not always reveal 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 responded that customers could easily sort reviews by the newest 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 rules and ensure that availability was current.

Regulatory Grey Area

The problem for travelers who do not get what they paid for is that their contract is with the accommodation provider rather than the booking platform.

Major platforms commit to help find other accommodation in an emergency, but getting payment for a disrupted stay is a more difficult battle. Both tend to rely on the owner to do what's fair.

The sector needs more regulation, according to consumer advocates. "Since online platforms essentially self-regulate, the only option 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 court proceedings in their country."

They continue: "You could argue that the online marketplace didn't manage to investigate your complaint thoroughly and try to sue them, but this is a grey area. Both firms are registered abroad and have deep pockets."

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

A spokesperson states: "Authorities 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 money."

They added: "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."