Holiday Lets — Airbnb / Vrbo / Booking.com

Property not as described/photos misleading, cleanliness below standard, missing amenities, last-minute host cancellation, security deposit withheld unfairly, safety failures (gas/fire/electrical), pl

Max award: £N/A (platform-dependent)

Key Legislation

Consumer Rights Act 2015; Consumer Protection from Unfair Trading Regulations 2008; CMA digital markets action against Airbnb 2019; Deregulation Act 2015 s.44 (90-night London limit); Short-term Holid

Companies in This Sector

Airbnb (UK's largest platform — millions of listings)VrboBooking.comSykes Cottages (largest UK specialist holiday let agency)HoseasonsCottages.comlong tail of individual hosts

Annual complaint volume: Not published centrally (platforms do not publish complaint data)

Note: Platform ADR processes opaque and often host-biased. Guests wrongly charged security deposits (£500-£1500) have no independent body. Property misrepresentation widespread. Short-term let regulatory framework still developing in England (mandatory registration scheme planned). Growing market with inc

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Coverage

Tier 2