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A century-old oak tree crashed down on the first day of a holiday. Moments after James and his partner Andrew had finished breakfasting on the terrace, the massive tree destroyed their table and chairs and damaged 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 collapse," James recalls. "If it had fallen minutes earlier, we could have been critically hurt or fatally wounded."

Had it fallen minutes earlier we would have been critically hurt or killed

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

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

The host also showed little concern. "All that happened was you heard a loud noise and observed a tree lying on the terrace," she responded to the couple's refund request. "You have chosen to focus on the worry and distress instead of cherishing a special memory."

Peak Season Vacation Problems Emerge

Now that the peak travel period has ended, numerous travel nightmare accounts are coming to light.

Unlucky travelers report being locked in or unable to enter their rental – if it was real – or left stranded at night in strange cities when it wasn't. Accounts 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 expansion of rental platforms has led to a increase in travelers organizing their own holidays. These companies showcase worldwide property listings on their platforms and promise to fulfill wanderlust on a limited funds.

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

Regulatory Loopholes

All-inclusive customers have legal options for holiday disasters under travel protection regulations, but those who book accommodation through third-party platforms find themselves dependent on their host's cooperation.

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

James and Andrew had paid £931 for their week in the French cottage and when they felt too unsafe to return, ended up 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 protection pledge to refund customers for major issues, the company declared it was up to the host to approve a refund; the host insisted the decision 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 continued 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 celebrate their survival and "turn the event into a positive story."

The platform finally issued a full refund along with a £500 voucher after questions were raised about its 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 stuck inside the property for most of their single full day in the city after a security lock on the front door failed.

"The host dispatched a repair person, who was unable to help," she states. "Finally they called 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 lifted up a tool and pliers. With us prying the lock from the inside and the locksmith hammering it from the outside, we eventually managed to extract it. It was discovered loose screws had blocked the mechanism. By then it was nearly 4pm."

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

Pocock asked for a full refund to make up for her ruined trip and the anxiety. The booking platform indicated this was at the discretion of the host. The host not only refused, but kept her €250 deposit to pay for 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 booked 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 advised him to find 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 refunded.

"The platform has essentially said that as the owner isn't responding to them there's nothing they can do," he states. "I don't understand how a business can function this way with no accountability. The extra frustration is that the property in question is continues being advertised on the platform."

The platform refunded both customers after intervention. The company verified the host who had locked Philip out of his rental had not responded to its inquiries. 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 reveal the complete picture. A previous 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 current flood 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 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 responded that it depended on hosts to follow its terms and conditions and ensure that booking information was up to date.

Legal Uncertainty

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 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 course of action if the dispute continues is lawsuits," analysts say. "But against whom? As the contract is between you and the host you'd have to take court proceedings in their country."

They add: "One might claim that the online marketplace didn't manage to investigate your complaint properly and try to pursue them, but this is a legal uncertainty. Both companies are registered overseas and have deep pockets."

Regulatory bodies say new consumer protection legislation requires online platforms to "exercise professional diligence" in relation to consumer purchases advertised or made on their platforms.

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

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