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A 100-year-old oak tree crashed down on the first day of a holiday. Minutes after James and his partner Andrew had finished eating breakfast on the terrace, the massive tree destroyed their table and chairs and crushed 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 remembers. "If it had fallen minutes earlier, we could have been seriously injured or killed."

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

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

The booking platform showed little concern. "We understand this may have caused some inconvenience," wrote the first of many similar automated messages before concluding the unresolved case with a cheerful "Stay safe. Stay healthy."

The host also showed little concern. "The only incident was you heard a loud noise and observed a tree resting on the terrace," she replied to the couple's refund request. "You decided to focus on the worry and trauma rather than celebrating a unique memory."

Peak Season Vacation Problems Emerge

Now that the summer season has concluded, countless holiday horror stories are emerging.

Unlucky travelers report being trapped inside or locked out their rental – if it was real – or abandoned at night in unfamiliar cities when it did not. Accounts include filthy bedrooms, dangerous equipment and illegal sublets. One common factor connects these spoiled holidays: they were reserved through online booking platforms that declined refunds.

The expansion of booking websites has prompted a rise in travelers organizing their own holidays. These companies showcase global property portfolios on their platforms and guarantee to fulfill wanderlust on a limited funds.

Customer safeguards, however, have not caught up with their popularity.

Regulatory Loopholes

Package-deal customers have legal options for holiday disasters under travel protection regulations, but those who reserve accommodation through online booking services find themselves dependent on their host's willingness to help.

Some platforms advertise additional protections, but your contract is with the person or company offering the accommodation.

James and Andrew had spent £931 for their week in the French cottage and when they felt too unsafe to return, found themselves spending double the amount for a hotel. They still await information about whether they are responsible for the broken rental car. Despite the platform's protection pledge to refund customers for serious problems, the company declared it was up to the host to approve a refund; the host insisted the decision was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform declared the case had continued 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 proposed that instead the couple commemorate their survival and "turn the event into a beautiful 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 reserve a flat for a two-night stay in Barcelona. She and her daughter were left trapped the property for most of their single full day in the city after a safety lock on the front door failed.

"The host dispatched a repair person, who was unable to help," she states. "They eventually sent a locksmith who attempted for multiple hours to access the lock from the outside. He had to buy a rope, which he tossed up to our window and we hoisted up a wrench and pliers. With us levering the lock from the inside and the locksmith banging it from the outside, we finally managed to extract it. It was discovered unfastened bolts had jammed the mechanism. By then it was nearly 4pm."

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

Pocock requested a complete reimbursement to make up for her ruined trip and the anxiety. The booking platform said this was at the discretion of the host. The host not only refused, but withheld her €250 deposit to pay for 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 trying to check in, he found the lockbox empty. The owners told him they were overseas and could not help and suggested 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 in vain to get this reimbursed.

"The platform has essentially said that as the owner isn't responding to them there's nothing they can do," he says. "I can't comprehend how a business can function this way with no accountability. The additional 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 questions. When asked why unscrupulous accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "the right fit."

Review Processes

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

The platform countered that customers could readily organize reviews by the most recent or lowest score so as to make their own choice 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 relied on hosts to follow its terms and conditions and ensure that availability was current.

Regulatory Uncertainty

The problem for travelers who do not get what they expected is that their legal agreement is with the accommodation provider rather than the booking platform.

Major platforms promise to help find alternative accommodation in an emergency, but getting compensation for a disrupted stay is a more difficult battle. Both tend to rely on the owner to do the right thing.

The industry needs greater regulation, according to consumer protection experts. "Since online platforms effectively self-regulate, the only course of action if the dispute continues is lawsuits," analysts say. "But who against? As the contract is between you and the host you'd have to take court proceedings in their country."

They add: "You could argue 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 based abroad and have significant financial resources."

Government authorities say recent customer safety legislation requires online platforms to "demonstrate professional diligence" in relation to consumer transactions promoted or made on their platforms.

A representative says: "Government agencies are on the side of consumers and we have brought into force strict new financial penalties for violations of consumer law to safeguard people's money."

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