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

The vacation home in Provence, France was engulfed by branches that shattered the living room window and damaged the roof. "I was convinced the ceiling would collapse," James recalls. "If it had fallen moments earlier, we could have been seriously injured or fatally wounded."

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

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

The booking platform showed little concern. "We understand this may have created some disruption," stated the first of many similar automated messages before closing the pending case with a cheerful "Stay safe. Be well."

The host displayed little concern. "The only incident was you heard a loud noise and saw a tree resting on the terrace," she replied to the couple's refund request. "You decided to remember the worry and trauma instead of cherishing a unique memory."

Summer Vacation Problems Emerge

With the summer season has concluded, countless holiday horror stories are coming to light.

Unlucky travelers report being trapped inside or locked out their rental – when it existed – or left stranded at night in strange cities when it wasn't. Accounts include filthy bedrooms, unsafe equipment and unauthorized sublets. One shared element connects these ruined 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 companies display worldwide property portfolios on their platforms and promise to satisfy travel dreams on a limited funds.

Consumer protections, however, have not caught up with their widespread use.

Regulatory Loopholes

Package-deal customers have legal options for holiday nightmares 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 advertise extra protections, but your contract is with the person or business providing the accommodation.

James and Andrew had spent £931 for their week in the French cottage and when they felt sufficiently endangered to return, found themselves spending double the amount for a hotel. They still await information about whether they are responsible for the damaged rental car. Despite the platform's protection pledge to reimburse customers for serious problems, the company declared it was up to the host to approve a refund; the host claimed the determination was the platform's.

After two and a half months of similar automated messages in response to James's complaint, the platform declared 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 suggested that instead the couple celebrate 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 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 left trapped the property for the majority of their only full day in the city after a security lock on the front door failed.

"The host sent a repair person, who was unable to help," she says. "They eventually called 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 wrench and pliers. With us prying the lock from the inside and the locksmith hammering it from the outside, we finally managed to extract it. It turned out 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 trapped, yet the host faulted us for using the lock

Pocock requested a full refund to make up for her ruined 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 pay for the replacement lock. The deposit was finally returned by the platform but Pocock felt she was due 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 abroad and could not help and suggested him to find alternative accommodation 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 refunded.

"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 extra disappointment is that the property in question is continues being advertised 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 unscrupulous accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Rating Processes

Reviews do not always reveal the whole story. 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 recent flood of reviews warning that a listing is a fraud or not available.

The platform responded that customers could easily sort 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 multiple times reported as scams were not taken down. The platform responded that it relied on hosts to abide by its terms and conditions and ensure that availability was up to date.

Regulatory Uncertainty

The problem 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 promise to help find alternative accommodation in an crisis, but getting compensation for a disrupted stay is a more difficult battle. Both typically rely on the owner to do what's fair.

The industry needs more regulation, according to consumer advocates. "Since online platforms essentially police themselves, the only course of action if the dispute continues is legal action," analysts say. "But against whom? As the contract is between you and the host you'd have to take legal action in their country."

They add: "You could argue that the online marketplace failed to investigate your complaint thoroughly and try to sue them, but this is a legal uncertainty. Both companies are registered abroad and have deep pockets."

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

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

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