Vacation Nightmares: Tourists Battle for Refunds as Bookings Turn Sour

A 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 rental cottage in Provence, France was engulfed by branches that shattered the living room window and damaged the roof. "I was certain the ceiling would collapse," James recalls. "Had it fallen minutes earlier, we could have been critically hurt or killed."

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

Emergency repairs took 24 hours after the host hauled the tree off the property, but the traumatized couple feared the building might be unsafe and chose to book a hotel for the remainder of their week-long stay.

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

The host also showed little concern. "The only incident was you heard a loud noise and saw a tree lying on the terrace," she replied to the couple's refund request. "You have chosen to remember the anxiety and distress instead of celebrating a unique memory."

Summer Travel Issues Emerge

With the summer season has concluded, numerous travel nightmare accounts are emerging.

Unlucky travelers report being trapped inside or unable to enter their rental – when it existed – or left stranded at night in unfamiliar cities when it did not. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One common factor unites these ruined holidays: they were reserved through online booking platforms that refused refunds.

The expansion of booking websites has prompted a increase in travelers organizing their own holidays. These companies display worldwide property listings on their platforms and promise to satisfy wanderlust on a budget.

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

Regulatory Loopholes

Package-deal customers have legal recourse for holiday disasters under travel protection regulations, but those who reserve accommodation through third-party platforms find themselves reliant on their host's willingness to help.

Some platforms promote extra protections, but your agreement is with the person 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 spending double the amount for a hotel. They have yet to receive notification about whether they are responsible for the broken rental car. Despite the platform's protection pledge to reimburse customers for major issues, the company declared it was up to the host to agree 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 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 commemorate 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 weekend stay in Barcelona. She and her daughter were stuck inside the property for most of their single full day in the city after a security lock on the front door failed.

"The host sent a repair person, who was unable to help," she says. "Finally they called a locksmith who attempted for several hours to access the lock from the outside. He had to purchase a rope, which he tossed 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 eventually managed to extract it. It was discovered unfastened bolts 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 blamed us for using the lock

Pocock asked for a full refund to make up for her spoiled trip and the stress. The booking platform said this was at the discretion 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 informed him they were overseas and could not help and advised him to locate somewhere else for the night. He paid an extra £123 on a hotel room and has spent the intervening four months attempting in vain to get this refunded.

"The platform has basically said that as the owner won't reply 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 frustration is that the property in question is still being listed 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 dishonest accommodation providers were not delisted, it said customers should read 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 default system was displaying reviews it considered "relevant." This means that it is easy for users to miss a current deluge of reviews warning that a listing is a fraud or not available.

The platform responded that customers could readily organize 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 repeatedly reported as scams were not taken down. The platform answered that it depended 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 rather than the booking platform.

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

The industry needs more regulation, according to consumer advocates. "Since online platforms essentially police themselves, the only option if the dispute continues is lawsuits," 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 continue: "One might claim that the online marketplace failed to look into your complaint thoroughly and try to pursue them, but this is a legal uncertainty. Both companies are based abroad and have deep pockets."

Regulatory bodies say new customer safety 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 brought into force strict new fines for breaches of consumer law to safeguard people's funds."

They continued: "Businesses selling services to domestic consumers must follow national law, and we have bolstered regulatory authorities' powers to make sure they face severe penalties if they do not."