Vacation Nightmares: Tourists Struggle for Refunds as Bookings Turn Sour

One 100-year-old oak tree crashed down on the first day of a holiday. 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 engulfed by branches that shattered the living room window and damaged the roof. "I was convinced the ceiling would cave in," James recalls. "If it had fallen moments earlier, we could have been seriously injured or fatally wounded."

Had it fallen moments earlier we would have been seriously injured or fatally wounded

Urgent repairs took 24 hours after the host winched the tree off the property, but the shaken couple worried the building might be unsafe and decided to book a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have created some disruption," wrote the first of many similar automated messages before concluding the unresolved case with a upbeat "Keep safe. Be well."

The host displayed little concern. "All that happened was you experienced a loud sound and saw a tree resting on the terrace," she responded to the couple's refund request. "You have chosen to remember the anxiety and trauma rather than cherishing a unique memory."

Peak Season Travel Issues Surface

Now that the peak travel period has ended, countless holiday horror stories are emerging.

Unlucky travelers report being trapped inside or locked out their accommodation – when it existed – or abandoned at night in unfamiliar cities when it did not. Stories include dirty bedrooms, dangerous equipment and unauthorized sublets. One common factor unites these spoiled holidays: they were booked through online booking platforms that refused refunds.

The growth of booking websites has led to a increase in travelers arranging their own holidays. These platforms showcase global property listings on their websites and promise to fulfill travel dreams on a budget.

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

Regulatory Loopholes

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

Some platforms promote additional protections, but your contract is with the individual or business 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 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 reimburse customers for serious problems, the company declared it was up to the host to agree a refund; the host insisted the determination was the platform's.

After 10 weeks of similar automated messages in response to James's complaint, the platform declared 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 providing a refund either. She proposed that instead the couple commemorate their survival and "turn the event into a beautiful story."

The platform eventually issued a complete reimbursement along with a £500 voucher after questions were raised about its health and safety policies.

Locked In

Kim Pocock used a booking platform to book a flat for a two-night stay in Barcelona. She and her daughter were stuck inside the property for the majority of their only full day in the city after a security lock on the front door failed.

"The host dispatched a repair person, who was could not to help," she says. "Finally they called a locksmith who tried for multiple 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 tools. With us prying the lock from the inside and the locksmith banging 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 serious risk 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 spoiled trip and the stress. The booking platform indicated 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 lockbox empty. The owners told him they were abroad 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 following four months attempting 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 says. "I can't comprehend how a business can function this way with no responsibility. The extra disappointment is that the property in question is still being listed on the platform."

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

Rating Systems

Ratings do not always tell the complete picture. A previous consumer report 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 most recent or lowest score so as to make their own decision on a property.

The same report claimed that listings that had been multiple times reported as scams were not taken down. The platform answered that it depended on hosts to follow its terms and conditions and ensure that booking information was up to date.

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 commit to help find other accommodation in an crisis, but getting payment for a disrupted stay is a tougher battle. Both typically rely on the owner to do the right thing.

The sector needs more regulation, according to consumer advocates. "Because online platforms effectively police themselves, 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 legal action in their country."

They continue: "One might claim that the online marketplace didn't manage to investigate your complaint properly and try to sue them, but this is a grey area. Both firms are registered abroad and have deep pockets."

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: "Government agencies are on the side of consumers and we have implemented tough new fines for violations of consumer law to safeguard people's money."

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