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A 100-year-old oak tree toppled over on the initial day of a vacation. Moments after James and his partner Andrew had finished eating breakfast on the terrace, the enormous tree destroyed their table and chairs and crushed their rental car's windscreen.

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

Had it come down minutes earlier we would have been seriously injured or killed

Urgent repairs took 24 hours after the host winched the tree off the property, but the shaken couple feared the building might be unsafe and decided 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 identical automated messages before concluding the pending 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 decided to remember the anxiety and trauma instead of celebrating a unique memory."

Summer Vacation Problems Surface

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

Unlucky travelers report being locked in or unable to enter their rental – if it was real – or abandoned at night in unfamiliar cities when it did not. Stories include filthy bedrooms, unsafe equipment and illegal sublets. One shared element unites these ruined holidays: they were reserved through digital reservation services that refused refunds.

The expansion of booking websites has prompted a rise in travelers arranging their own holidays. These companies display global property listings on their websites and promise to satisfy travel dreams on a budget.

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

Legal Loopholes

Package-deal customers have legal recourse for holiday nightmares under travel protection regulations, but those who book accommodation through third-party platforms find themselves dependent on their host's cooperation.

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

James and Andrew had spent £931 for their week in the French cottage and when they felt too unsafe to return, found themselves spending double the amount for a hotel. They have yet to receive information about whether they are liable for the damaged rental car. Despite the platform's guarantee program to reimburse customers for major issues, the company declared it was up to the host to approve 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 announced the case had dragged on long enough and summarily closed it. The host decided that since repairs had cost her €5,000 (£4,350), she would not be offering a refund either. She suggested that instead the couple celebrate 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 health and safety policies.

Locked In

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 single full day in the city after a safety lock on the front door failed.

"The host dispatched a repair person, who was unable to help," she says. "Finally they sent a locksmith who attempted for several hours to access 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 prying the lock from the inside and the locksmith banging 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 crisis while we were trapped, yet the host blamed us for using the lock

Pocock requested a complete reimbursement to make up for her ruined trip and the stress. The booking platform indicated this was at the decision of the host. The host not only refused, but kept 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 trapped outside the London flat he booked for £70 when, upon attempting to check in, he found the lockbox empty. The owners informed him they were overseas 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 unsuccessfully to get this reimbursed.

"The platform has essentially 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 function this way with no responsibility. The additional frustration is that the property in question is still being listed on the platform."

The platform reimbursed both customers after involvement. The company confirmed the host who had left Philip out of his rental had not responded to its questions. When asked why unscrupulous 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 tell the complete picture. A previous investigation highlighted that one platform's standard setup was displaying reviews it considered "important." This means that it is easy for users to miss a recent flood of reviews cautioning that a listing is a fraud or not available.

The platform responded that customers could readily organize reviews by the newest 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 answered that it depended on hosts to abide by its rules and ensure that availability was current.

Regulatory Uncertainty

The issue for travelers who do not get what they expected is that their legal agreement is with the accommodation provider not the booking platform.

Major platforms promise to help find other accommodation in an crisis, but getting payment for a disrupted stay is a more difficult battle. Both typically rely on the owner to do the right thing.

The sector needs greater regulation, according to consumer advocates. "Because online platforms effectively police themselves, the only course of action 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 legal action in their country."

They add: "One might claim that the online marketplace didn't manage to investigate your complaint properly and try to pursue them, but this is a legal uncertainty. Both firms 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 transactions advertised or made on their platforms.

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

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