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A century-old oak tree toppled over on the initial day of a holiday. Minutes 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 covered by branches that broke the living room window and harmed the roof. "I was convinced the ceiling would collapse," James remembers. "Had it fallen minutes earlier, we could have been critically hurt or killed."

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

Urgent repairs took a full day after the host hauled the tree off the property, but the shaken couple worried the building might be structurally unsound 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 inconvenience," stated the first of many identical automated messages before closing the pending case with a upbeat "Keep safe. Be well."

The host displayed little concern. "All that happened was you experienced a loud sound and observed a tree lying on the terrace," she responded to the couple's refund request. "You decided to remember the worry and distress instead of celebrating a unique memory."

Summer Vacation Issues Surface

Now that the peak travel period has concluded, countless travel nightmare accounts are emerging.

Unlucky travelers report being locked in or locked out their accommodation – when it existed – or left stranded at night in unfamiliar cities when it wasn't. Stories include dirty bedrooms, unsafe equipment and unauthorized sublets. One shared element unites these ruined holidays: they were booked through online booking platforms that declined refunds.

The expansion of booking websites has prompted a increase in travelers arranging their own holidays. These companies showcase global property portfolios on their websites and guarantee to fulfill travel dreams on a limited funds.

Consumer protections, however, have not caught up with their widespread use.

Legal Loopholes

All-inclusive customers have legal recourse for holiday nightmares 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 contract is with the individual or company 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 paying twice that for a hotel. They have yet to receive information 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 claimed the determination was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform declared the case had dragged on long enough and summarily closed it. The host concluded that since repairs had cost her €5,000 (£4,350), she would not be offering a refund either. She suggested that instead the couple commemorate their survival and "turn the event into a beautiful story."

The platform finally issued a complete reimbursement along with a £500 voucher after inquiries 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 stuck inside the property for most of their single full day in the city after a safety lock on the front door failed.

"The host sent a maintenance man, who was unable to help," she states. "Finally they sent a locksmith who attempted for multiple 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 wrench 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 jammed the mechanism. By then it was nearly 4pm."

We would have been at grave danger 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 ruined trip and the stress. The booking platform indicated this was at the decision of the host. The host not only refused, but kept her €250 deposit to cover the new 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 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 in vain to get this reimbursed.

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

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

Rating Systems

Reviews do not always reveal the complete picture. A previous investigation highlighted that one platform's default system was showing reviews it considered "important." This means that it is simple for users to miss a current deluge of reviews cautioning that a listing is a scam or not available.

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

The same report stated that listings that had been multiple times reported as scams were not taken down. The platform responded that it relied on hosts to follow its terms and conditions and ensure that availability was up to date.

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

The sector needs more regulation, according to consumer advocates. "Since online platforms effectively police themselves, the only course of action if the dispute continues is lawsuits," 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 look into your complaint properly and try to pursue them, but this is a legal uncertainty. Both companies are based overseas and have significant financial resources."

Government authorities say new customer safety legislation requires online platforms to "exercise professional diligence" in relation to consumer purchases 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 protect people's money."

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