Airbnb host accused of using AI image of blocked toilet to claim damages

An Airbnb host is accused of using an AI-doctored photo of an overflowing toilet to claim hundreds of dollars from a guest to unclog it.

The request to pay for repairs to the backed-up toilet was just one in a string of claims and counterclaims between a French tourist, Alban, and his host, The A Family.

Airbnb did not confirm whether action would be taken against The A Family after their damage claim was denied.

French tourist Alban stayed at two Hobart properties with host The A Family for two weeks in August and September.

Two days after he left — giving The A Family a one-star review over a dispute about his check-out — the host lodged a request for $1,755.

To back up its claim, The A Family lodged a $1,500 invoice for "foreign object extraction" with Airbnb's resolution centre, as well as a picture that appeared to show the toilet clogged, with water overflowing onto the floor.

Another invoice showed $255 being paid to a third party for cleaning "extraordinary soilage".

The A Family accused Alban of hosting "unapproved guests", and shared screenshots of messages from another person in the house saying he had left the toilet in a mess. Alban denies both claims.

The request to pay for repairs to the backed-up toilet was just one in a string of claims and counterclaims between Alban and The A Family, totalling thousands of dollars.

Airbnb said it had investigated Alban's complaint and rejected the host's damage claim.

"We take reports like this seriously … the guest has been fully refunded and will not be charged," a spokesman for Airbnb Australia and New Zealand said.

Neither company named in the invoices supplied by The A Family matched existing businesses. The ABNs listed were invalid, emails bounced, and there was no business of the kind at either address.

The A Family has been contacted for comment.

Alban asked that the ABC only use his first name to protect his privacy.

Alban suspected the image was fake and posted it to social media to confirm his hunch.

Encouraged by the response online he used an AI detector, which he said confirmed it.

The ABC ran the image through Google's SynthID Detector, which found it had been made or edited with Google AI.

Still, afraid he would have to fork out hundreds of dollars and be stranded in Tasmania, Alban moved his return flights to France 10 days forward.

"They started making multiple hundred dollar demands. I got very concerned that I eventually wouldn't have enough money to go home," he said.

"If I had to pay those fees, I'd rather be in a place where I had some support."

Meanwhile, Airbnb has refunded Alban nearly $2,000, for both stays with The A Family as well as tours he missed because he was on the phone to Airbnb challenging those claims, he said.

In its review of Alban, The A Family said he had "repeatedly disregarded" house rules, "left the home in an excessively messy state" and was "hostile and demanding" in his communication. The review did not mention a blocked toilet.

In a message to Alban, the host said it would not have made a claim, but for his "crazy retaliatory review", and had "let many charges go … for guests who are straight with us".

The ABC has seen images, invoices, and communication between The A Family and Alban that support his timeline.

The A Family has 12 listings in Tasmania and Victoria, with 278 reviews and an average 4.55 out of 5-star rating.

The Battery Point property where Alban stayed is no longer active on the platform.

Most reviews praise the location, price and hosts — but several former guests say claims were made against them for damage they deny being responsible for.

One said the host requested compensation for a stain on the espresso machine that they said they never used, weeks after checking out. Another claimed they were asked to pay for damages, after a rod came down on their head when they attempted to pull open the curtain.

An Airbnb host found to have provided false or misleading information to Airbnb or other users can have their account suspended or banned, according to the company.

Airbnb did not confirm whether action would be taken against The A Family after its damage claim was denied.

The ABC made multiple attempts to contact The A Family but did not get a response before publishing.

Alban said being tech-savvy, and keeping records of all exchanges, had helped him challenge the claims.

He advised other short-stay guests to do the same, as AI becomes more sophisticated.

"There is a chance that the pictures become so convincing that no kind of algorithm will ever be able to discern whether it's AI or not."

Alban said he was unlikely to use Airbnb again.

"I'll heavily lean towards a hotel," he said.