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One 100-year-old oak tree toppled over on the initial 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 harmed the roof. "I was convinced the ceiling would collapse," James recalls. "If it had fallen moments earlier, we could have been seriously injured or fatally wounded."

Had it come down moments earlier we would have been seriously injured or fatally wounded

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 chose to reserve a hotel for the remainder of their week-long stay.

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

The host also showed little concern. "The only incident was you experienced a loud sound and saw a tree lying on the terrace," she replied to the couple's refund request. "You have chosen to focus on the worry and distress rather than celebrating a special memory."

Summer Vacation Problems Emerge

With the summer season has concluded, countless travel nightmare accounts are emerging.

Unfortunate travelers report being trapped inside or unable to enter their rental – if it was real – or abandoned at night in strange cities when it wasn't. Stories include dirty bedrooms, dangerous equipment and unauthorized sublets. One common factor connects these spoiled holidays: they were booked through online booking platforms that refused refunds.

The expansion of rental platforms has prompted a increase in travelers organizing their own holidays. These platforms display worldwide property listings on their websites and guarantee to fulfill travel dreams on a limited funds.

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

Regulatory Gaps

Package-deal 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 promote extra protections, but your agreement is with the individual or company offering the accommodation.

James and Andrew had paid £931 for their week in the Provençal cottage and when they felt sufficiently endangered to return, ended up spending twice that for a hotel. They have yet to receive notification about whether they are responsible for the damaged rental car. Despite the platform's guarantee program to reimburse customers for serious problems, the company stated it was up to the host to approve a refund; the host insisted the determination 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 decided 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 "transform the event into a positive story."

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

Trapped

Kim Pocock used a booking platform to reserve a flat for a two-night 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 dispatched a maintenance man, who was unable to help," she states. "They eventually sent a locksmith who attempted for several hours to access the lock from the outside. He had to purchase 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 banging it from the outside, we eventually managed to remove it. It turned out loose screws 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 trapped, yet the host blamed us for using the lock

Pocock asked for a complete reimbursement to make up for her spoiled trip and the stress. The booking platform said this was at the discretion of the host. The host not only declined, 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 booked 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 suggested him to locate alternative accommodation for the night. He paid 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 little they can do," he says. "I don't understand how a business can operate this way with no responsibility. 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 confirmed the host who had locked Philip out of his rental had failed to its questions. When asked why dishonest accommodation providers were not delisted, it said customers should review guest feedback to ensure a property was "suitable for them."

Rating Processes

Reviews do not always reveal the complete picture. A recent investigation highlighted that one platform's standard setup was displaying reviews it considered "important." This means that it is simple for users to miss a recent deluge of reviews cautioning that a listing is a fraud or not available.

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

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

Legal Uncertainty

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

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

The sector needs more regulation, according to consumer protection experts. "Since online platforms essentially self-regulate, the only option if the dispute isn't resolved is lawsuits," 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: "You could argue that the online marketplace didn't manage to investigate your complaint properly and try to pursue them, but this is a legal uncertainty. Both firms are registered abroad and have deep pockets."

Regulatory bodies say recent 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 implemented tough new financial penalties for violations of consumer law to safeguard people's funds."

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