🔗 Share this article

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 engulfed by branches that broke the living room window and damaged the roof. "I was convinced the ceiling would cave in," James recalls. "Had it fallen minutes earlier, we could have been seriously injured or killed."

Had it fallen moments earlier we would have been seriously injured or fatally wounded

Urgent repairs took a full day after the host hauled the tree off the property, but the traumatized couple feared the building might be structurally unsound and chose to reserve a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have caused some disruption," wrote the first of many similar automated messages before closing the unresolved case with a upbeat "Keep 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 responded to the couple's refund request. "You decided to remember the anxiety and distress rather than cherishing a unique memory."

Peak Season Vacation Issues Emerge

Now that the summer season has ended, numerous travel nightmare accounts are coming to light.

Unfortunate travelers report being locked in or unable to enter their accommodation – when it existed – or left stranded at night in strange cities when it did not. Accounts include filthy bedrooms, unsafe equipment and unauthorized sublets. One shared element unites these spoiled holidays: they were reserved through online booking platforms that declined refunds.

The expansion of rental platforms has led to a increase in travelers arranging their own holidays. These companies showcase global property listings on their websites and promise to fulfill wanderlust on a limited funds.

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

Regulatory Gaps

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

Some platforms promote extra protections, but your agreement is with the individual or business providing 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 notification about whether they are liable for the broken rental car. Despite the platform's guarantee program to refund customers for major issues, the company declared it was up to the host to approve a refund; the host insisted the decision was the platform's.

After two and a half months of identical automated messages in response to James's complaint, the platform declared the case had dragged on long enough and abruptly ended 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 celebrate their survival and "turn 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.

Locked In

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

"The host dispatched a repair person, who was could not to help," she says. "Finally they called a locksmith who attempted for several hours to access the lock from the outside. He had to purchase a rope, which he tossed up to our window and we hoisted 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 remove it. It turned out 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 blamed us for using the lock

Pocock requested a full refund to make up for her ruined 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 finally returned by the platform but Pocock felt she was due the €446 rental cost.

Another platform customer, Philip, was trapped outside the London flat he reserved for £70 when, upon attempting to check in, he found the key safe empty. The owners informed him they were abroad and could not help and advised him to find alternative accommodation for the night. He paid an extra £123 on a hotel room and has spent the following four months trying in vain to get this reimbursed.

"The platform has basically said that as the owner isn't responding to them there's nothing they can do," he states. "I can't comprehend how a business can function this way with no accountability. The additional frustration is that the property in question is continues 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 questions. When asked why dishonest accommodation providers were not delisted, it said customers should review guest feedback to ensure a property was "the right fit."

Rating Systems

Reviews do not always tell the complete picture. A previous investigation highlighted that one platform's default system was showing reviews it considered "relevant." This means that it is simple for users to overlook a recent 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 worst ratings so as to make their own decision on a property.

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

Regulatory Grey Area

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 commit to help find other accommodation in an emergency, but getting compensation for a interrupted stay is a tougher battle. Both typically rely on the owner to do what's fair.

The sector needs more regulation, according to consumer advocates. "Since online platforms effectively police themselves, the only option if the dispute continues 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 grey area. Both companies are registered abroad and have significant financial resources."

Regulatory bodies say new customer safety legislation requires online platforms to "demonstrate professional diligence" in relation to consumer transactions promoted 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 breaches of consumer law to protect people's funds."

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