🔗 Share this article

One century-old oak tree toppled over on the first day of a holiday. Minutes after James and his partner Andrew had finished eating breakfast on the terrace, the massive tree smashed their table and chairs and damaged their rental car's windscreen.

The rental cottage in Provence, France was covered by branches that shattered the living room window and damaged the roof. "I was certain the ceiling would cave in," James recalls. "If it had fallen moments earlier, we could have been seriously injured or killed."

Had it fallen moments earlier we would have been critically hurt or fatally wounded

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

The booking platform remained unperturbed. "We recognize this may have created some inconvenience," wrote the first of many identical automated messages before concluding the unresolved case with a upbeat "Keep safe. Be well."

The host also showed little concern. "The only incident was you experienced a loud sound and observed a tree resting on the terrace," she responded to the couple's refund request. "You have chosen to remember the anxiety and trauma rather than cherishing a unique memory."

Peak Season Travel Problems Emerge

Now that the peak travel period has concluded, numerous travel nightmare accounts are coming to light.

Unlucky travelers report being trapped inside or locked out their rental – if it was real – or left stranded at night in strange cities when it did not. Stories include dirty bedrooms, unsafe equipment and illegal sublets. One shared element connects these spoiled holidays: they were booked through online booking platforms that declined refunds.

The expansion of booking websites has prompted a increase in travelers arranging their own holidays. These platforms showcase worldwide property portfolios on their platforms and promise to fulfill wanderlust on a budget.

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

Regulatory Loopholes

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

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

James and Andrew had paid £931 for their week in the Provençal 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 responsible for the damaged rental car. Despite the platform's guarantee program to refund customers for serious problems, the company stated it was up to the host to agree a refund; the host insisted the determination 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 dragged on long enough and abruptly ended it. The host concluded that since repairs had cost her €5,000 (£4,350), she would not be providing a refund either. She proposed that instead the couple celebrate their survival and "transform the event into a beautiful story."

The platform eventually issued a complete reimbursement along with a £500 voucher after inquiries 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 malfunctioned.

"The host sent a repair person, who was unable to help," she states. "They eventually called a locksmith who attempted for several hours to fix 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 tools. With us levering the lock from the inside and the locksmith banging it from the outside, we finally managed to remove it. It was discovered unfastened bolts had jammed the mechanism. By then it was almost 4pm."

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

Pocock asked for a complete reimbursement to compensate her ruined trip and the anxiety. The booking platform said this was at the discretion of the host. The host not only declined, but withheld her €250 deposit to pay for the replacement lock. The deposit was finally 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 booked for £70 when, upon attempting to check in, he found the lockbox empty. The owners told him they were overseas and could not help and advised him to locate alternative accommodation for the night. He paid an extra £123 on a hotel room and has spent the following four months attempting in vain to get this reimbursed.

"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 operate this way with no responsibility. The additional disappointment is that the property in question is still being listed on the platform."

The platform refunded both customers after intervention. The company confirmed the host who had left Philip out of his rental had failed to its questions. When asked why dishonest accommodation providers were not delisted, it said customers should read guest feedback to ensure a property was "the right fit."

Review 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 easy for users to overlook a current deluge of reviews warning that a listing is a fraud or not available.

The platform responded that customers could readily organize reviews by the most recent or lowest score so as to make their own decision on a property.

The same report claimed that listings that had been repeatedly reported as scams were not removed. The platform answered that it relied on hosts to follow its rules and ensure that availability was current.

Regulatory Grey Area

The issue 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 crisis, but getting payment for a interrupted stay is a tougher struggle. Both typically rely on the owner to do what's fair.

The industry needs more regulation, according to consumer advocates. "Because online platforms effectively police themselves, the only option if the dispute isn't resolved 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 continue: "You could argue that the online marketplace didn't manage to investigate your complaint thoroughly and try to pursue them, but this is a grey area. Both companies are based overseas and have deep pockets."

Regulatory bodies say recent consumer protection legislation requires online platforms to "demonstrate professional diligence" in relation to consumer transactions promoted or made on their platforms.

A representative states: "Authorities are on the side of consumers and we have implemented strict new fines for violations of consumer law to protect people's money."

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