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One century-old oak tree crashed down on the initial day of a vacation. 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 shattered the living room window and harmed the roof. "I was convinced the ceiling would cave in," James recalls. "Had it fallen minutes earlier, we could have been critically hurt or killed."

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

Emergency repairs took 24 hours after the host hauled the tree off the property, but the traumatized couple worried the building might be unsafe and chose to book a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We understand this may have created some inconvenience," stated the first of many identical automated messages before closing the unresolved case with a upbeat "Stay safe. Be well."

The host also showed little concern. "All that happened 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 focus on the anxiety and distress rather than celebrating a unique memory."

Peak Season Vacation Issues Emerge

With the summer season has concluded, numerous travel nightmare accounts are coming to light.

Unlucky 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. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One shared element unites these spoiled holidays: they were booked through digital reservation services that declined refunds.

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

Consumer protections, however, have not kept pace with their popularity.

Regulatory Gaps

Package-deal customers have legal recourse 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 contract is with the person or business offering the accommodation.

James and Andrew had spent £931 for their week in the French cottage and when they felt sufficiently endangered to return, ended up spending twice that for a hotel. They have yet to receive information about whether they are responsible for the broken 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 claimed 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 celebrate their survival and "transform the event into a positive story."

The platform eventually 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 single full day in the city after a safety lock on the front door malfunctioned.

"The host dispatched a repair person, who was could not to help," she states. "Finally they sent a locksmith who tried for multiple hours to fix the lock from the outside. He had to buy a rope, which he threw up to our window and we lifted up a tool and tools. With us prying the lock from the inside and the locksmith hammering it from the outside, we eventually managed to remove it. It was discovered unfastened bolts had blocked 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 compensate her ruined trip and the stress. The booking platform indicated this was at the discretion 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 due the €446 rental cost.

Another platform customer, Philip, was locked out 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 abroad 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 nothing they can do," he states. "I can't comprehend how a business can operate this way with no responsibility. The additional disappointment is that the property in question is continues being advertised on the platform."

The platform refunded both customers after involvement. The company confirmed the host who had locked Philip out of his rental had not responded to its inquiries. When asked why unscrupulous accommodation providers were not delisted, it said customers should read guest feedback to ensure a property was "suitable for them."

Review Processes

Ratings do not always tell 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 simple for users to overlook a recent deluge of reviews warning that a listing is a scam or not available.

The platform countered that customers could easily sort 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 removed. The platform responded that it depended on hosts to abide by its rules and ensure that availability was current.

Regulatory Uncertainty

The issue 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 promise to help find other accommodation in an emergency, but getting compensation for a disrupted stay is a more difficult battle. Both typically rely on the owner to do what's fair.

The sector needs more regulation, according to consumer protection experts. "Because online platforms essentially self-regulate, the only course of action if the dispute isn't resolved is legal action," analysts 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 legal uncertainty. Both companies are based abroad and have deep pockets."

Regulatory bodies say recent consumer protection legislation requires online platforms to "exercise professional diligence" in relation to consumer transactions promoted or made on their platforms.

A representative states: "Government agencies 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: "Businesses selling services to domestic consumers must comply with national law, and we have bolstered regulatory authorities' powers to make sure they face severe penalties if they do not."