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One century-old oak tree toppled over on the initial day of a vacation. Minutes after James and his partner Andrew had finished eating breakfast on the terrace, the massive tree destroyed their table and chairs and damaged their rental car's windscreen.

The vacation home in Provence, France was engulfed by branches that shattered the living room window and harmed the roof. "I was certain the ceiling would cave in," James recalls. "Had it fallen moments earlier, we could have been seriously injured or killed."

If it had come down moments earlier we would have been critically hurt or killed

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

The booking platform showed little concern. "We recognize this may have created some disruption," wrote the first of many identical automated messages before closing the unresolved case with a cheerful "Keep safe. Stay healthy."

The host also showed little concern. "The only incident was you experienced a loud sound and saw a tree resting on the terrace," she replied to the couple's refund request. "You decided to remember the anxiety and trauma instead of cherishing a unique memory."

Summer Vacation Issues Emerge

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

Unfortunate travelers report being locked in or locked out their rental – if it was real – or abandoned at night in strange cities when it wasn't. Stories include filthy bedrooms, unsafe equipment and unauthorized sublets. One shared element unites these ruined 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 platforms showcase global property portfolios on their platforms and guarantee to satisfy travel dreams on a budget.

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

Regulatory Gaps

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

Some platforms advertise extra protections, but your agreement 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 double the amount for a hotel. They still await notification about whether they are responsible for the damaged rental car. Despite the platform's protection pledge to reimburse customers for serious problems, the company stated 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 declared 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 suggested that instead the couple celebrate their survival and "transform the event into a positive story."

The platform finally issued a full refund along with a £500 voucher after questions were raised about its health and safety policies.

Locked In

Kim Pocock used a booking platform to book a flat for a two-night 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 security lock on the front door failed.

"The host dispatched a repair person, who was unable to help," she states. "They eventually called a locksmith who attempted for several hours to fix the lock from the outside. He had to purchase a rope, which he threw up to our window and we hoisted up a tool and pliers. With us levering the lock from the inside and the locksmith hammering it from the outside, we finally managed to remove it. It was discovered unfastened bolts had blocked the mechanism. By then it was nearly 4pm."

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

Pocock asked for a complete reimbursement to compensate her spoiled trip and the anxiety. The booking platform indicated this was at the decision of the host. The host not only refused, but withheld 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 trying to check in, he found the key safe empty. The owners told him they were overseas and could not help and advised him to locate somewhere else for the night. He paid an extra £123 on a hotel room and has spent the intervening four months attempting unsuccessfully to get this refunded.

"The platform has essentially 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 function this way with no responsibility. The additional disappointment is that the property in question is continues being listed on the platform."

The platform refunded both customers after involvement. The company confirmed 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 review guest feedback to ensure a property was "the right fit."

Rating Systems

Ratings do not always reveal the whole story. A recent investigation highlighted that one platform's default system was displaying reviews it considered "important." This means that it is simple for users to overlook a recent flood of reviews warning that a listing is a fraud or not available.

The platform responded that customers could readily organize reviews by the most recent or worst ratings so as to make their own choice on a property.

The same report stated that listings that had been repeatedly reported as scams were not removed. The platform responded that it depended on hosts to follow its terms and conditions and ensure that availability was current.

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 not the booking platform.

Major platforms commit to help find alternative accommodation in an emergency, but getting payment for a interrupted stay is a more difficult struggle. Both typically rely on the owner to do the right thing.

The industry needs more regulation, according to consumer protection experts. "Since online platforms effectively self-regulate, the only course of action 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 continue: "One might claim that the online marketplace didn't manage to investigate your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both companies are registered overseas and have significant financial resources."

Government authorities say recent consumer protection legislation requires online platforms to "exercise professional diligence" in relation to consumer purchases advertised or made on their platforms.

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

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