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A 100-year-old oak tree toppled over on the initial day of a holiday. Moments after James and his partner Andrew had finished breakfasting on the terrace, the enormous 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 collapse," James remembers. "If it had fallen minutes earlier, we could have been seriously injured or killed."

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

Emergency repairs took 24 hours after the host hauled the tree off the property, but the shaken couple feared the building might be unsafe and chose to reserve 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 concluding the unresolved case with a cheerful "Keep safe. Stay healthy."

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 anxiety and trauma rather than cherishing a unique memory."

Peak Season Travel Problems Surface

Now that the summer season has ended, numerous holiday horror stories are coming to light.

Unlucky travelers report being trapped inside or unable to enter their accommodation – when it existed – or abandoned at night in strange cities when it wasn't. Accounts include filthy bedrooms, unsafe equipment and illegal sublets. One common factor connects these spoiled holidays: they were booked through digital reservation services that declined refunds.

The growth of booking websites has prompted a increase in travelers arranging their own holidays. These companies showcase worldwide property listings on their platforms and guarantee to satisfy wanderlust on a budget.

Consumer protections, though, have not kept pace with their widespread use.

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 dependent on their host's willingness to help.

Some platforms promote additional protections, but your contract is with the individual or company providing the accommodation.

James and Andrew had paid £931 for their week in the Provençal cottage and when they felt sufficiently endangered to return, ended up spending twice that 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 stated it was up to the host to agree a refund; the host claimed 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 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 proposed that instead the couple commemorate their survival and "turn the event into a positive story."

The platform finally issued a full refund along with a £500 voucher after questions were raised about its safety policies.

Trapped

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

"The host sent a maintenance man, who was unable to help," she says. "They eventually called a locksmith who tried 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 wrench and pliers. With us levering the lock from the inside and the locksmith hammering it from the outside, we finally managed to extract it. It was discovered loose screws had jammed the mechanism. By then it was nearly 4pm."

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

Pocock asked for a full refund to compensate her ruined trip and the anxiety. The booking platform indicated this was at the discretion of the host. The host not only refused, but kept 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 trying to check in, he found the lockbox empty. The owners told him they were abroad and could not help and advised him to locate alternative accommodation for the night. He spent an extra £123 on a hotel room and has spent the following four months attempting unsuccessfully to get this reimbursed.

"The platform has basically said that as the owner won't reply to them there's nothing they can do," he says. "I can't comprehend how a business can operate this way with no accountability. The extra frustration is that the property in question is still being listed on the platform."

The platform reimbursed both customers after intervention. The company verified the host who had left 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."

Rating Systems

Ratings do not always tell the complete picture. A recent consumer report highlighted that one platform's standard setup was displaying reviews it considered "relevant." This means that it is simple for users to overlook a current flood of reviews cautioning that a listing is a fraud or not available.

The platform countered that customers could readily organize reviews by the most recent 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 depended on hosts to abide by its terms and conditions and ensure that availability was current.

Legal Uncertainty

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

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," analysts say. "But who against? As the contract is between you and the host you'd have to take court proceedings in their country."

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

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

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

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