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A 100-year-old oak tree toppled over on the first day of a holiday. Moments after James and his partner Andrew had finished eating breakfast 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 covered by branches that broke the living room window and harmed the roof. "I was certain the ceiling would cave in," James remembers. "Had it fallen moments earlier, we could have been seriously injured or killed."

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

Emergency 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 reserve a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have caused some disruption," wrote the first of many identical automated messages before concluding the unresolved case with a cheerful "Keep safe. Stay healthy."

The host displayed little concern. "The only incident was you heard a loud noise and saw a tree resting on the terrace," she responded to the couple's refund request. "You have chosen to focus on the anxiety and distress rather than celebrating a special memory."

Summer Travel Issues Surface

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

Unfortunate travelers report being locked in or unable to enter their rental – when it existed – or abandoned at night in strange cities when it wasn't. Accounts include filthy bedrooms, unsafe equipment and illegal sublets. One shared element unites these ruined holidays: they were reserved through online booking platforms that refused refunds.

The expansion of rental platforms has led to a increase in travelers arranging their own holidays. These companies showcase worldwide property listings on their websites and guarantee to fulfill travel dreams on a limited funds.

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

Regulatory Gaps

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

Some platforms advertise extra protections, but your agreement is with the individual or business providing the accommodation.

James and Andrew had spent £931 for their week in the French cottage and when they felt sufficiently endangered to return, found themselves paying double the amount for a hotel. They still await notification about whether they are liable 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 declared 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 suggested that instead the couple commemorate their survival and "transform the event into a beautiful story."

The platform finally issued a complete reimbursement along with a £500 voucher after questions 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 left trapped the property for most of their only full day in the city after a safety lock on the front door malfunctioned.

"The host dispatched a maintenance man, who was unable to help," she states. "They eventually called a locksmith who attempted for several hours to access the lock from the outside. He had to purchase a rope, which he threw up to our window and we lifted up a tool and tools. With us levering the lock from the inside and the locksmith banging it from the outside, we eventually managed to extract it. It was discovered unfastened bolts had jammed the mechanism. By then it was almost 4pm."

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

Pocock requested a complete reimbursement to make up for her spoiled trip and the anxiety. The booking platform indicated this was at the discretion of the host. The host not only declined, but withheld her €250 deposit to cover the replacement 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 key safe empty. The owners informed him they were abroad 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 attempting 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 states. "I can't comprehend how a business can function this way with no responsibility. The additional frustration is that the property in question is continues being listed on the platform."

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

Review Processes

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

The platform responded that customers could easily organize reviews by the most recent or lowest score so as to make their own decision 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 rules and ensure that booking information was up to date.

Legal Grey Area

The problem 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 alternative accommodation in an emergency, but getting compensation for a disrupted stay is a more difficult struggle. Both tend to rely on the owner to do the right thing.

The sector needs more regulation, according to consumer protection experts. "Because online platforms effectively self-regulate, the only option if the dispute isn't resolved is legal action," experts say. "But against whom? 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 look into your complaint thoroughly and try to pursue them, but this is a grey area. Both firms are registered overseas 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 representative states: "Authorities are on the side of consumers and we have implemented strict new fines for breaches of consumer law to safeguard people's funds."

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