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One 100-year-old oak tree toppled over on the first day of a vacation. Moments after James and his partner Andrew had finished breakfasting on the terrace, the massive tree smashed their table and chairs and crushed 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 convinced the ceiling would collapse," James recalls. "Had it fallen moments earlier, we could have been critically hurt or fatally wounded."

Had it come down minutes earlier we would have been critically hurt or fatally wounded

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

The booking platform remained unperturbed. "We understand this may have created some disruption," stated the first of many identical automated messages before closing the unresolved case with a upbeat "Stay safe. Stay healthy."

The host also showed 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 anxiety and trauma instead of celebrating a unique memory."

Peak Season Travel Issues Surface

With the peak travel period has concluded, countless holiday horror stories are coming to light.

Unlucky travelers report being locked in or unable to enter their rental – when it existed – or left stranded at night in strange cities when it did not. Stories include filthy bedrooms, dangerous equipment and unauthorized sublets. One shared element connects these ruined holidays: they were reserved through online booking platforms that declined refunds.

The growth of rental platforms has led to a rise in travelers arranging their own holidays. These companies showcase global property portfolios on their platforms and promise to fulfill travel dreams on a budget.

Consumer protections, though, have not kept pace with their popularity.

Legal Loopholes

All-inclusive 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 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 paying twice that for a hotel. They still await notification about whether they are responsible for the damaged rental car. Despite the platform's protection pledge to refund customers for serious problems, the company declared it was up to the host to agree a refund; the host claimed the determination was the platform's.

After 10 weeks of identical automated messages in response to James's complaint, the platform declared 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 providing a refund either. She suggested that instead the couple commemorate their survival and "turn the event into a positive story."

The platform eventually issued a complete reimbursement along with a £500 voucher after questions were raised about its health and safety policies.

Locked In

Kim Pocock used a booking platform to book a flat for a weekend stay in Barcelona. She and her daughter were left trapped the property for most of their single full day in the city after a safety lock on the front door failed.

"The host sent a repair person, who was could not to help," she states. "They eventually sent 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 pliers. With us levering the lock from the inside and the locksmith hammering it from the outside, we finally managed to remove it. It was discovered loose screws 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 trapped, yet the host faulted us for using the lock

Pocock asked for a complete reimbursement to make up for her spoiled trip and the anxiety. The booking platform indicated 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 trapped outside the London flat he reserved for £70 when, upon trying to check in, he found the lockbox empty. The owners informed him they were overseas and could not help and suggested him to locate somewhere else for the night. He paid 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 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 reimbursed both customers after intervention. 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 delisted, it said customers should review guest feedback to ensure a property was "suitable for them."

Review Processes

Ratings do not always tell the complete picture. A previous investigation highlighted that one platform's standard setup was showing reviews it considered "relevant." This means that it is easy 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 most recent 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 taken down. The platform responded that it relied on hosts to follow its terms and conditions and ensure that booking information was up to date.

Legal Uncertainty

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

Major platforms commit 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 what's fair.

The industry needs greater regulation, according to consumer protection experts. "Because online platforms essentially self-regulate, the only course of action if the dispute isn't resolved is lawsuits," 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 continue: "You could argue that the online marketplace failed to investigate your complaint properly and try to pursue them, but this is a legal uncertainty. Both companies are based overseas and have deep pockets."

Regulatory bodies say recent consumer protection legislation requires online platforms to "exercise professional diligence" in relation to consumer purchases advertised or made on their platforms.

A representative states: "Authorities are on the side of consumers and we have implemented tough new fines for breaches of consumer law to safeguard people's funds."

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