🔗 Share this article

A century-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 massive 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 remembers. "If it had fallen moments earlier, we could have been seriously injured or killed."

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

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 decided to reserve a hotel for the rest of their week-long stay.

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

The host displayed little concern. "All that happened was you heard a loud noise and saw a tree lying on the terrace," she replied to the couple's refund request. "You decided to remember the anxiety and distress rather than cherishing a unique memory."

Peak Season Travel Issues Emerge

With the summer season has concluded, countless travel nightmare accounts are coming to light.

Unlucky travelers report being trapped inside or unable to enter their accommodation – when it existed – or abandoned at night in unfamiliar cities when it wasn't. Accounts include dirty bedrooms, unsafe equipment and unauthorized sublets. One shared element connects these ruined holidays: they were reserved through digital reservation services that declined refunds.

The expansion of booking websites has led to a increase in travelers arranging their own holidays. These companies showcase worldwide property portfolios on their platforms and promise to satisfy wanderlust on a budget.

Customer safeguards, though, have not caught up with their popularity.

Legal Loopholes

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

Some platforms promote extra protections, but your agreement is with the person or business providing the accommodation.

James and Andrew had spent £931 for their week in the Provençal cottage and when they felt too unsafe to return, found themselves paying twice that 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 major issues, the company stated it was up to the host to agree 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 announced 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 offering a refund either. She suggested 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 inquiries were raised about its safety policies.

Trapped

Kim Pocock used a booking platform to book a flat for a weekend 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 malfunctioned.

"The host dispatched a maintenance man, who was unable to help," she says. "Finally they sent a locksmith who attempted for several hours to fix the lock from the outside. He had to purchase a rope, which he threw up to our window and we lifted 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 remove it. It was discovered loose screws had blocked 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 asked for a full refund to make up for her ruined trip and the stress. The booking platform indicated this was at the discretion of the host. The host not only declined, but kept her €250 deposit to cover the replacement 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 reserved for £70 when, upon trying to check in, he found the lockbox empty. The owners informed him they were abroad and could not help and suggested him to find somewhere else for the night. He spent an extra £123 on a hotel room and has spent the intervening four months attempting in vain to get this reimbursed.

"The platform has basically said that as the owner isn't responding to them there's little they can do," he says. "I don't understand how a business can operate this way with no accountability. The additional 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 left Philip out of his rental had not responded to its inquiries. When asked why dishonest accommodation providers were not removed, it said customers should review guest feedback to ensure a property was "suitable for them."

Rating Processes

Ratings do not always tell the complete picture. A recent investigation highlighted that one platform's standard setup was showing reviews it considered "relevant." This means that it is easy for users to overlook a current deluge of reviews warning that a listing is a fraud or not available.

The platform countered that customers could readily sort 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 multiple times reported as scams were not removed. The platform answered that it relied on hosts to follow 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 not the booking platform.

Major platforms promise to help find other accommodation in an crisis, 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 greater regulation, according to consumer protection experts. "Because online platforms essentially self-regulate, 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 continue: "One might claim that the online marketplace didn't manage to look into your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both firms are registered overseas and have deep pockets."

Regulatory bodies say recent customer safety legislation requires online platforms to "demonstrate professional diligence" in relation to consumer transactions 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 safeguard people's funds."

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