Airbnb guest claims host fabricated photo of clogged toilet to seek damages

Alban, a French tourist, stayed at two properties managed by “The A Family” in Hobart for two weeks in August and September. Following a one-star review related to a checkout disagreement, The A Family submitted a request to Airbnb for $1,755.

To support the claim, The A Family provided a $1,500 invoice for “foreign object extraction” and a photograph appearing to show an overflowing toilet. An additional $255 was invoiced for cleaning “extraordinary soilage.” The A Family also accused Alban of hosting unapproved guests, sharing messages from another resident alleging he left the toilet in a mess, accusations Alban denies.

The incident was part of a larger series of claims and counterclaims between Alban and The A Family, totaling thousands of dollars. Airbnb investigated Alban’s complaint and rejected the host’s damage claim, issuing a full refund and preventing any charges to the guest.

Investigations revealed the companies listed on the invoices were non-existent, with invalid Australian Business Numbers (ABNs) and bounced email addresses. The A Family has not responded to requests for comment.

Alban suspected the toilet photo was fake and used an AI detector, which he said confirmed his suspicions. Google’s SynthID Detector also identified the image as having been created or edited with Google AI. Concerned about potential financial repercussions and being stranded in Tasmania, Alban moved his return flights to France forward by 10 days. “They started making multiple hundred dollar demands. I got very concerned that I eventually wouldn’t have enough money to go home,” he stated.

Airbnb has refunded Alban nearly $2,000, covering both stays and missed tours due to the dispute. The A Family’s review of Alban accused him of disregarding house rules, leaving the property excessively messy, and being hostile. The host stated the claim wouldn’t have been made without Alban’s “crazy retaliatory review.”

The A Family manages 12 listings across Tasmania and Victoria, boasting an average rating of 4.55 out of 5 stars. The Battery Point property where Alban stayed is no longer listed on the platform. Several other former guests have reported similar experiences, alleging claims for damages they deny causing, such as a stain on an espresso machine and damage from a falling curtain rod.

Airbnb’s policy allows for account suspension or banning for hosts providing false or misleading information. The company did not confirm whether action would be taken against The A Family. Alban, who credits his tech-savvy nature and record-keeping for successfully challenging the claims, advises other short-term rental guests to do the same, given the increasing sophistication of AI technology.