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One century-old oak tree toppled over on the initial 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 shattered the living room window and harmed the roof. "I was certain the ceiling would collapse," James remembers. "Had it fallen minutes earlier, we could have been critically hurt or killed."

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

Emergency repairs took 24 hours after the host winched the tree off the property, but the traumatized couple worried the building might be structurally unsound and chose to book a hotel for the rest of their week-long stay.

The booking platform showed little concern. "We understand this may have created some disruption," wrote the first of many identical automated messages before closing the unresolved case with a cheerful "Keep safe. Stay healthy."

The host displayed little concern. "The only incident was you experienced a loud sound and saw a tree resting on the terrace," she responded to the couple's refund request. "You have chosen to remember the worry and distress instead of celebrating a special memory."

Peak Season Vacation Issues Surface

With the peak travel period has ended, numerous travel nightmare accounts are emerging.

Unfortunate travelers report being trapped inside or unable to enter their rental – when it existed – or left stranded at night in unfamiliar cities when it wasn't. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor connects these spoiled holidays: they were booked through online booking platforms that refused refunds.

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

Customer safeguards, however, have not caught up with their widespread use.

Regulatory Loopholes

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

Some platforms advertise extra protections, but your agreement is with the person 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 paying double the amount for a hotel. They have yet to receive notification about whether they are responsible for the damaged rental car. Despite the platform's guarantee program to refund customers for serious problems, the company declared it was up to the host to agree a refund; the host claimed the decision 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 proposed that instead the couple celebrate their survival and "transform the event into a beautiful story."

The platform eventually issued a full refund along with a £500 voucher after questions 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 most of their single full day in the city after a security lock on the front door failed.

"The host dispatched a maintenance man, who was could not to help," she states. "Finally they sent a locksmith who attempted for multiple hours to fix the lock from the outside. He had to purchase a rope, which he tossed up to our window and we lifted up a tool and tools. With us levering 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 jammed the mechanism. By then it was nearly 4pm."

We would have been at grave danger if there had been an crisis while we were locked in, yet the host faulted us for using the lock

Pocock asked for a complete reimbursement to make up for her spoiled trip and the stress. 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 trying to check in, he found the lockbox empty. The owners told 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 intervening four months attempting unsuccessfully to get this refunded.

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

The platform refunded both customers after involvement. The company verified the host who had locked Philip out of his rental had failed to its inquiries. When asked why dishonest accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "the right fit."

Review Processes

Reviews do not always reveal the complete picture. A previous investigation highlighted that one platform's standard setup was displaying reviews it considered "important." This means that it is simple for users to miss a recent deluge of reviews warning that a listing is a fraud or not available.

The platform countered that customers could easily sort reviews by the newest or worst ratings so as to make their own choice on a property.

The same report claimed that listings that had been repeatedly reported as scams were not removed. The platform answered that it relied on hosts to abide by its rules and ensure that availability was up to date.

Regulatory Grey Area

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

The sector needs greater regulation, according to consumer protection experts. "Because online platforms effectively self-regulate, the only option if the dispute continues 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: "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 firms are registered abroad and have deep pockets."

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

A spokesperson says: "Authorities 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 local consumers must comply with local law, and we have bolstered regulatory authorities' powers to make sure they face substantial penalties if they do not."