Vacation Nightmares: Travelers Struggle for Refunds as Bookings Turn Sour

One 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 enormous tree destroyed their table and chairs and crushed their rental car's windscreen.

The vacation home in Provence, France was engulfed by branches that broke the living room window and damaged the roof. "I was certain the ceiling would cave in," James remembers. "Had it fallen moments earlier, we could have been critically hurt or killed."

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

Urgent repairs took a full day after the host winched the tree off the property, but the shaken couple worried the building might be unsafe and chose to reserve a hotel for the remainder 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 pending case with a cheerful "Stay safe. Stay healthy."

The host displayed little concern. "All that happened was you heard a loud noise and saw a tree resting on the terrace," she responded to the couple's refund request. "You have chosen to remember the anxiety and distress instead of cherishing a unique memory."

Peak Season Travel Problems Surface

Now that the peak travel period has concluded, countless travel nightmare accounts are emerging.

Unlucky travelers report being locked in or unable to enter their accommodation – if it was real – or left stranded at night in unfamiliar cities when it did not. Stories include dirty bedrooms, unsafe equipment and unauthorized sublets. One common factor unites these spoiled holidays: they were reserved through digital reservation services that refused refunds.

The growth of rental platforms has led to a rise in travelers arranging their own holidays. These companies display global property portfolios on their platforms and promise to fulfill wanderlust on a budget.

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

Regulatory Loopholes

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

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

James and Andrew had spent £931 for their week in the Provençal cottage and when they felt too unsafe to return, ended up spending twice that for a hotel. They still await 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 approve 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 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 proposed that instead the couple celebrate their survival and "transform 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 left trapped the property for the majority of their only 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 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 tool and pliers. With us levering the lock from the inside and the locksmith banging it from the outside, we eventually managed to extract 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 emergency while we were trapped, yet the host blamed us for using the lock

Pocock requested a complete reimbursement to make up for her ruined trip and the anxiety. The booking platform said this was at the decision of the host. The host not only declined, but kept her €250 deposit to pay for 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 locked out 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 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 trying in vain to get this reimbursed.

"The platform has basically said that as the owner isn't responding 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 disappointment is that the property in question is continues being advertised on the platform."

The platform refunded both customers after intervention. The company confirmed the host who had left Philip out of his rental had not responded to its questions. 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

Reviews do not always tell the whole story. A recent consumer report highlighted that one platform's default system was showing reviews it considered "important." This means that it is simple for users to miss 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 decision 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 depended on hosts to abide by its terms and conditions and ensure that booking information was up to date.

Legal Uncertainty

The issue for travelers who do not get what they paid for 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 payment for a interrupted stay is a tougher struggle. Both typically rely on the owner to do what's fair.

The industry needs greater regulation, according to consumer advocates. "Because online platforms essentially self-regulate, the only option if the dispute isn't resolved 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 add: "One might claim that the online marketplace didn't manage to investigate your complaint properly and try to pursue them, but this is a legal uncertainty. Both companies are registered overseas and have deep pockets."

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

A spokesperson states: "Government agencies are on the side of consumers and we have brought into force strict new fines for breaches of consumer law to protect people's funds."

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