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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 breakfasting on the terrace, the enormous tree destroyed their table and chairs and damaged their rental car's windscreen.

The vacation home in Provence, France was covered by branches that broke the living room window and damaged the roof. "I was convinced the ceiling would cave in," James remembers. "If it had fallen minutes earlier, we could have been critically hurt or fatally wounded."

If it had come down moments 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 reserve a hotel for the rest of their week-long stay.

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

The host displayed little concern. "All that happened was you heard a loud noise and observed a tree resting on the terrace," she replied to the couple's refund request. "You have chosen to remember the worry and distress instead of cherishing a unique memory."

Peak Season Vacation Issues Emerge

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

Unlucky travelers report being trapped inside or locked out their rental – when it existed – or left stranded at night in unfamiliar cities when it wasn't. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor unites these spoiled holidays: they were booked through online booking platforms that refused refunds.

The growth of rental platforms has led to a increase in travelers arranging their own holidays. These platforms showcase global property portfolios on their websites and promise to satisfy wanderlust on a budget.

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

Regulatory Gaps

All-inclusive customers have legal recourse for holiday nightmares under travel protection regulations, but those who book accommodation through third-party platforms find themselves reliant on their host's cooperation.

Some platforms advertise extra protections, but your agreement is with the individual 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 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 serious problems, the company stated it was up to the host to agree a refund; the host claimed the decision was the platform's.

After two and a half months of identical automated messages in response to James's complaint, the platform announced the case had continued long enough and summarily closed 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 eventually issued a complete reimbursement 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 only full day in the city after a security lock on the front door malfunctioned.

"The host sent a maintenance man, who was could not to help," she says. "Finally they sent a locksmith who tried 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 hoisted up a wrench and pliers. 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 unfastened bolts had blocked the mechanism. By then it was nearly 4pm."

We would have been at grave danger if there had been an emergency while we were locked in, yet the host blamed us for using the lock

Pocock asked for a complete reimbursement to make up for her ruined trip and the stress. The booking platform said this was at the decision of the host. The host not only declined, 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 booked for £70 when, upon trying to check in, he found the lockbox empty. The owners informed him they were abroad 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 intervening four months trying unsuccessfully to get this refunded.

"The platform has basically said that as the owner isn't responding to them there's little they can do," he says. "I can't comprehend how a business can function this way with no responsibility. The additional disappointment is that the property in question is still being listed on the platform."

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

Review Processes

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

The platform responded that customers could easily sort reviews by the newest 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 answered that it relied on hosts to follow its terms and conditions and ensure that booking information was up to date.

Legal Grey Area

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

Major platforms commit to help find alternative accommodation in an crisis, but getting compensation for a disrupted stay is a tougher struggle. Both tend to rely on the owner to do what's fair.

The industry needs greater regulation, according to consumer protection experts. "Because online platforms effectively self-regulate, the only option 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 court proceedings in their country."

They continue: "You could argue that the online marketplace failed to investigate your complaint properly and try to pursue them, but this is a grey area. Both companies are registered abroad and have significant financial resources."

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

A spokesperson says: "Authorities are on the side of consumers and we have brought into force tough new fines for breaches of consumer law to safeguard people's funds."

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