Short-Term Rental Firm Apologizes After False Damage Claims
A London-based academic received an apology and a full refund from a short-term rental company after a host accused her of causing significant damage to an apartment, using images she believes were digitally altered.
The company reviewed the case and refunded her £4,300, while also conducting an internal assessment of how the situation was handled. The incident raises concerns about the ease with which AI-powered tools can be used to fabricate evidence in disputes between hosts and guests.
The woman had booked a one-bedroom apartment in Manhattan for a two-and-a-half-month stay earlier this year while studying in New York. However, she left earlier than planned after feeling unsafe in the area. Shortly after her departure, the host claimed she had caused over £12,000 in damages, presenting photos of a cracked coffee table alongside allegations of stains on a mattress and damage to multiple appliances.
She insisted she left the apartment undamaged and questioned the authenticity of the images, pointing out inconsistencies in the photos of the coffee table, which she believed were digitally altered. She accused the host of retaliation for her early departure.
Initially, the company sided with the host, demanding she pay £5,314. She contested the decision, providing witness statements and highlighting discrepancies in the submitted images.
“I clearly demonstrated that the photos of the same object showed signs of manipulation,” she said. “A basic review should have made it obvious the evidence was unreliable, but the company ignored my proof.”
After CuriosityNews inquired about the case, the company reversed its decision, first offering a partial refund of £854 before eventually refunding the full £4,269. The host’s negative review of her was also removed.
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