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One century-old oak tree crashed down on the first day of a vacation. 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 rental cottage 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 remembers. "If it had fallen moments earlier, we could have been critically hurt or killed."

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

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

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

The host also showed little concern. "All that happened was you heard a loud noise and observed a tree lying on the terrace," she replied to the couple's refund request. "You decided to focus on the worry and trauma rather than celebrating a special memory."

Summer Vacation Problems Emerge

Now that the summer season has concluded, countless holiday horror stories are emerging.

Unfortunate travelers report being locked in or unable to enter their accommodation – when it existed – or abandoned at night in unfamiliar cities when it wasn't. Stories include dirty bedrooms, dangerous equipment and unauthorized sublets. One common factor unites these ruined holidays: they were booked through digital reservation services that declined refunds.

The growth of rental platforms has prompted a rise in travelers organizing their own holidays. These companies showcase worldwide property listings on their websites and promise to fulfill wanderlust on a budget.

Customer safeguards, though, have not kept pace with their widespread use.

Regulatory Gaps

All-inclusive customers have legal recourse for holiday disasters under travel protection regulations, but those who book accommodation through online booking services find themselves dependent on their host's cooperation.

Some platforms advertise extra protections, but your agreement is with the individual or company offering the accommodation.

James and Andrew had spent £931 for their week in the French 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 responsible for the broken rental car. Despite the platform's guarantee program to refund 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 10 weeks of similar 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 proposed that instead the couple commemorate their survival and "transform the event into a beautiful story."

The platform finally issued a complete reimbursement 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 two-night stay in Barcelona. She and her daughter were left trapped the property for the majority of their single full day in the city after a safety lock on the front door malfunctioned.

"The host sent a repair person, who was unable to help," she says. "Finally they sent a locksmith who attempted for multiple hours to access the lock from the outside. He had to buy a rope, which he threw up to our window and we hoisted up a tool and tools. 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 unfastened bolts 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 faulted us for using the lock

Pocock asked for a complete reimbursement to compensate her spoiled trip and the stress. The booking platform said this was at the decision 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 due 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 key safe empty. The owners told him they were abroad and could not help and advised him to locate 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 reimbursed.

"The platform has essentially said that as the owner won't reply to them there's nothing they can do," he states. "I can't comprehend how a business can operate this way with no accountability. The additional disappointment 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 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 tell the whole story. A recent consumer report highlighted that one platform's default system was displaying reviews it considered "important." This means that it is simple for users to overlook a current flood of reviews warning that a listing is a fraud or not available.

The platform responded that customers could easily sort reviews by the newest or lowest score 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 taken down. The platform responded that it depended on hosts to follow its rules and ensure that booking information was current.

Regulatory Grey Area

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

Major platforms promise to help find other accommodation in an emergency, but getting compensation for a disrupted stay is a tougher struggle. Both tend to rely on the owner to do the right thing.

The sector needs greater regulation, according to consumer protection experts. "Since online platforms essentially 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 court proceedings in their country."

They add: "You could argue that the online marketplace failed to look into your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both firms are based overseas and have significant financial resources."

Government authorities say recent customer safety legislation requires online platforms to "demonstrate 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 strict new financial penalties for breaches of consumer law to protect people's money."

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