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One century-old oak tree crashed down on the initial day of a holiday. Minutes after James and his partner Andrew had finished eating breakfast on the terrace, the enormous tree smashed 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 harmed the roof. "I was certain the ceiling would cave in," James recalls. "Had it fallen moments earlier, we could have been seriously injured 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 feared the building might be unsafe and decided to book a hotel for the rest of their week-long stay.

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

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 have chosen to focus on the worry and distress instead of cherishing a unique memory."

Summer Travel Issues Emerge

With the peak travel period has ended, numerous travel nightmare accounts are emerging.

Unfortunate travelers report being trapped inside or unable to enter their rental – when it existed – or abandoned at night in unfamiliar cities when it wasn't. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor unites these ruined holidays: they were reserved through online booking platforms that declined refunds.

The expansion of booking websites has led to a rise in travelers arranging their own holidays. These companies showcase worldwide property listings on their websites and guarantee to fulfill travel dreams on a limited funds.

Customer safeguards, though, have not kept pace with their popularity.

Regulatory Gaps

All-inclusive customers have legal recourse for holiday nightmares under travel protection regulations, but those who book accommodation through online booking services find themselves dependent on their host's willingness to help.

Some platforms promote 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 Provençal cottage and when they felt sufficiently endangered to return, ended up paying double the amount for a hotel. They still await information about whether they are responsible for the damaged rental car. Despite the platform's guarantee program to reimburse customers for major issues, the company stated it was up to the host to agree a refund; the host insisted the determination was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform announced the case had continued long enough and abruptly ended 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 celebrate 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 health and safety policies.

Trapped

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 only full day in the city after a safety lock on the front door failed.

"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 fix the lock from the outside. He had to buy a rope, which he tossed up to our window and we lifted up a tool and pliers. With us prying the lock from the inside and the locksmith banging it from the outside, we eventually managed to extract 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 crisis while we were locked in, yet the host faulted us for using the lock

Pocock asked for a full refund to compensate her spoiled trip and the stress. The booking platform said this was at the discretion of the host. The host not only refused, but withheld her €250 deposit to cover the replacement lock. The deposit was eventually returned by the platform but Pocock felt she was owed 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 key safe empty. The owners told him they were overseas and could not help and advised him to find somewhere else for the night. He spent an extra £123 on a hotel room and has spent the following four months attempting in vain to get this refunded.

"The platform has basically said that as the owner isn't responding to them there's nothing they can do," he states. "I don't understand how a business can function this way with no accountability. The additional disappointment is that the property in question is still 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 unscrupulous accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Review Systems

Ratings do not always reveal the complete picture. A recent consumer report highlighted that one platform's default system was displaying reviews it considered "relevant." This means that it is easy for users to miss a recent flood of reviews warning that a listing is a fraud or not available.

The platform responded that customers could readily sort reviews by the newest or lowest score so as to make their own choice on a property.

The same report stated that listings that had been repeatedly reported as scams were not removed. The platform answered that it depended on hosts to abide by its terms and conditions and ensure that booking information was current.

Legal Uncertainty

The issue for travelers who do not get what they paid for is that their contract 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 interrupted stay is a more difficult struggle. Both typically rely on the owner to do the right thing.

The industry needs more regulation, according to consumer protection experts. "Since online platforms essentially police themselves, 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 legal action in their country."

They add: "One might claim that the online marketplace didn't manage to look into your complaint properly and try to sue them, but this is a grey area. Both companies are based abroad and have significant financial resources."

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

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

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