Holiday Horrors: Travelers Battle for Compensation as Bookings Go Wrong

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 enormous tree destroyed their table and chairs and damaged 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 convinced the ceiling would cave in," James remembers. "Had it fallen moments earlier, we could have been critically hurt or killed."

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

Emergency repairs took a full day after the host winched the tree off the property, but the traumatized couple worried 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," stated the first of many similar automated messages before concluding the unresolved case with a cheerful "Stay safe. Be well."

The host displayed little concern. "The only incident was you experienced a loud sound and saw a tree lying on the terrace," she replied to the couple's refund request. "You have chosen to focus on the anxiety and distress instead of cherishing a unique memory."

Summer Vacation Issues Surface

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

Unlucky travelers report being trapped inside or locked out their accommodation – when it existed – or abandoned at night in strange cities when it wasn't. Accounts include dirty bedrooms, dangerous equipment and unauthorized sublets. One common factor connects these spoiled holidays: they were reserved through online booking platforms that refused refunds.

The growth of rental platforms has prompted a increase in travelers organizing their own holidays. These platforms showcase global property portfolios on their platforms and guarantee to fulfill wanderlust on a limited funds.

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

Legal Loopholes

Package-deal customers have legal options for holiday nightmares under consumer travel regulations, but those who reserve accommodation through online booking services find themselves reliant on their host's willingness to help.

Some platforms advertise additional protections, but your agreement is with the individual or business 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 paying double the amount for a hotel. They have yet to receive information about whether they are responsible for the damaged rental car. Despite the platform's guarantee program to reimburse customers for major issues, the company stated it was up to the host to agree a refund; the host insisted the decision was the platform's.

After two and a half months of identical automated messages in response to James's complaint, the platform announced the case had continued long enough and abruptly ended 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 eventually issued a full refund along with a £500 voucher after inquiries 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 left trapped the property for most of their single full day in the city after a security lock on the front door malfunctioned.

"The host dispatched a repair person, who was could not to help," she states. "They eventually called a locksmith who tried for several hours to fix the lock from the outside. He had to buy a rope, which he tossed up to our window and we lifted 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 extract it. It was discovered unfastened bolts had jammed the mechanism. By then it was almost 4pm."

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

Pocock asked for a complete reimbursement to make up for her spoiled trip and the anxiety. 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 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 trying to check in, he found the key safe empty. The owners informed him they were abroad and could not help and suggested him to locate somewhere else for the night. He paid an extra £123 on a hotel room and has spent the following four months trying unsuccessfully to get this refunded.

"The platform has essentially said that as the owner isn't responding to them there's little they can do," he states. "I don't understand how a business can function this way with no accountability. The additional disappointment is that the property in question is still being advertised on the platform."

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

Review Processes

Ratings do not always tell the whole story. A previous consumer report highlighted that one platform's standard setup was displaying reviews it considered "relevant." This means that it is easy for users to miss a current deluge of reviews cautioning 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 stated 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 terms and conditions and ensure that availability was up to date.

Legal Grey Area

The problem 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 alternative accommodation in an emergency, but getting compensation for a disrupted stay is a more difficult struggle. Both tend to rely on the owner to do what's fair.

The sector needs greater regulation, according to consumer advocates. "Because online platforms effectively self-regulate, the only course of action if the dispute continues is lawsuits," experts say. "But against whom? As the contract is between you and the host you'd have to take court proceedings in their country."

They continue: "You could argue that the online marketplace failed to look into your complaint properly and try to pursue them, but this is a grey area. Both companies are based overseas and have deep pockets."

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

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

They added: "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."