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A century-old oak tree toppled over on the initial day of a vacation. 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 vacation home 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 remembers. "If it had fallen minutes earlier, we could have been seriously injured or fatally wounded."

If it had fallen minutes earlier we would have been critically hurt or killed

Urgent repairs took 24 hours after the host winched the tree off the property, but the traumatized couple feared the building might be structurally unsound and decided to book a hotel for the rest of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have caused some inconvenience," wrote the first of many similar automated messages before concluding the pending case with a cheerful "Keep safe. Be well."

The host displayed little concern. "All that happened was you experienced a loud sound and saw a tree resting on the terrace," she responded to the couple's refund request. "You decided to focus on the worry and distress instead of cherishing a special memory."

Summer Travel Problems Emerge

Now that the summer season has ended, countless travel nightmare accounts are emerging.

Unfortunate travelers report being locked in or unable to enter their rental – if it was real – or left stranded at night in strange cities when it wasn't. Stories include filthy bedrooms, unsafe equipment and unauthorized sublets. One common factor connects these ruined holidays: they were booked through online booking platforms that declined refunds.

The growth of booking websites has led to a increase in travelers arranging their own holidays. These platforms showcase worldwide property portfolios on their platforms and guarantee to fulfill wanderlust on a limited funds.

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

Regulatory Loopholes

Package-deal customers have legal recourse for holiday disasters under consumer travel regulations, but those who reserve accommodation through third-party platforms find themselves dependent on their host's cooperation.

Some platforms advertise extra protections, but your contract is with the individual or business offering the accommodation.

James and Andrew had spent £931 for their week in the Provençal cottage and when they felt sufficiently endangered to return, found themselves spending twice that for a hotel. They have yet to receive information about whether they are liable for the damaged rental car. Despite the platform's guarantee program to reimburse customers for serious problems, the company declared it was up to the host to agree a refund; the host insisted the decision 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 summarily closed it. The host decided that since repairs had cost her €5,000 (£4,350), she would not be providing 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 complete reimbursement along with a £500 voucher after inquiries were raised about its health and 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 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. "Finally they sent a locksmith who attempted for several 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 tool and tools. With us prying 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 blocked the mechanism. By then it was almost 4pm."

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

Pocock requested a complete reimbursement to make up for her spoiled trip and the anxiety. The booking platform said this was at the decision of the host. The host not only declined, but withheld her €250 deposit to cover the new 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 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 locate alternative accommodation for the night. He spent an extra £123 on a hotel room and has spent the intervening four months trying in vain to get this reimbursed.

"The platform has basically said that as the owner won't reply to them there's little they can do," he says. "I can't comprehend how a business can operate 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 left Philip out of his rental had not responded to its inquiries. When asked why dishonest accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Review Processes

Ratings do not always reveal the complete picture. A recent investigation 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 deluge of reviews warning that a listing is a fraud or not available.

The platform responded that customers could easily sort reviews by the newest or worst ratings 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 relied on hosts to abide by its terms and conditions and ensure that availability was current.

Legal Grey Area

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

Major platforms promise to help find other accommodation in an emergency, but getting payment for a interrupted stay is a tougher struggle. Both typically rely on the owner to do the right thing.

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

They add: "One might claim that the online marketplace failed to look into your complaint properly and try to sue them, but this is a legal uncertainty. Both firms are registered abroad and have significant financial resources."

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

A spokesperson states: "Government agencies are on the side of consumers and we have brought into force strict new financial penalties for violations of consumer law to protect people's funds."

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