Vacation Nightmares: Tourists Battle for Refunds as Reservations Go Wrong

A century-old oak tree toppled over on the first 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 damaged their rental car's windscreen.

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

Had it fallen 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 feared the building might be structurally unsound and chose to reserve a hotel for the remainder of their week-long stay.

The booking platform remained unperturbed. "We recognize this may have caused some disruption," stated the first of many similar automated messages before closing the unresolved case with a upbeat "Keep safe. Stay healthy."

The host also showed little concern. "All that happened was you experienced a loud sound and saw a tree resting on the terrace," she replied to the couple's refund request. "You have chosen to focus on the worry and distress rather than celebrating a special memory."

Peak Season Travel Problems Surface

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

Unlucky travelers report being trapped inside or unable to enter their accommodation – when it existed – or abandoned at night in unfamiliar cities when it did not. Stories include filthy bedrooms, dangerous equipment and illegal sublets. One shared element unites these ruined holidays: they were booked through digital reservation services that refused refunds.

The growth of rental platforms has led to a increase in travelers organizing their own holidays. These companies display worldwide property listings on their websites and guarantee to fulfill travel dreams on a budget.

Consumer protections, though, have not caught up with their widespread use.

Regulatory Loopholes

All-inclusive customers have legal options for holiday disasters under consumer travel regulations, but those who book accommodation through online booking services find themselves dependent on their host's cooperation.

Some platforms promote extra protections, but your agreement is with the person or company providing 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 still await notification about whether they are responsible for the damaged rental car. Despite the platform's protection pledge to reimburse customers for serious problems, 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 similar automated messages in response to James's complaint, the platform declared the case had dragged on long enough and summarily closed 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 celebrate their survival and "transform the event into a beautiful story."

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

Trapped

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 most of their single full day in the city after a security lock on the front door failed.

"The host sent a maintenance man, who was unable to help," she says. "They eventually 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 banging it from the outside, we eventually managed to extract it. It was discovered loose screws had blocked the mechanism. By then it was nearly 4pm."

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

Pocock asked for a full refund to make up for her ruined trip and the anxiety. The booking platform indicated this was at the decision of the host. The host not only declined, but kept her €250 deposit to pay for 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 locked out 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 abroad and could not help and advised him to locate alternative accommodation for the night. He spent an extra £123 on a hotel room and has spent the following four months trying in vain to get this refunded.

"The platform has essentially said that as the owner won't reply to them there's little they can do," he states. "I don't understand how a business can operate this way with no accountability. The extra frustration is that the property in question is continues being listed on the platform."

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

Review Systems

Ratings do not always tell the complete picture. A previous investigation highlighted that one platform's standard setup was showing reviews it considered "relevant." This means that it is simple for users to miss a recent deluge of reviews cautioning that a listing is a scam or not available.

The platform countered that customers could readily organize reviews by the newest or worst ratings 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 taken down. The platform responded that it relied on hosts to abide by its terms and conditions and ensure that availability was up to date.

Regulatory Grey Area

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 commit to help find alternative accommodation in an emergency, but getting compensation for a disrupted stay is a more difficult battle. Both typically rely on the owner to do what's fair.

The industry needs greater regulation, according to consumer advocates. "Because online platforms effectively police themselves, 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 court proceedings 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 grey area. Both firms 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 representative says: "Authorities are on the side of consumers and we have brought into force strict new financial penalties for breaches of consumer law to protect people's funds."

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