Key Takeaways

  • An Ottawa family alleges AI-generated photos on an Airbnb listing in Toronto bore no resemblance to the actual unit their daughter stayed in on June 15
  • Airbnb confirmed the listing photos did not match the property, suspended the listing, and issued a full refund after initially indicating fees and taxes would not be covered
  • The suspended listing remains under review, and whether Airbnb takes further action against the host has not been publicly disclosed

An Ottawa family says what looked like a freshly renovated Toronto apartment on Airbnb listing photos turned out to be something else entirely, and they believe AI generated every image.

The MacMillan family booked a room near Spadina Avenue and Dundas Street West in downtown Toronto for a three-night stay beginning June 15, paying appriximately $450 USD during the height of the 2026 FIFA World Cup, according to a CTV News Toronto report.

Paul MacMillan of Ottawa said the listing showed a room filled with warm lighting, houseplants, crisp new linens, decorative pillows, and a grey Persian rug over dark hardwood — a presentation that convinced him it was a solid pick.

His daughter, who made the booking and stayed there, sent photos home almost immediately after checking in.

The gap between the advertised unit and the actual room was stark enough that the family concluded the listing fraud involved AI-generated imagery.

Airbnb suspends listing, issues full refund after complaint

“These pictures don’t depict at all what we … booked on Airbnb. So, we’re pretty well sure these were AI-generated photos,” according to Paul MacMillan.

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When the family contacted Airbnb after the stay, they said the platform expressed no concern about AI-generated images circulating on its marketplace.

Airbnb did confirm to CTV News that the listing photos did not match the actual unit. The platform said it suspended the listing pending review and issued a full refund, a reversal from an initial response that, according to the MacMillans, indicated service fees and taxes would not be reimbursed.

Airbnb’s own listing policies prohibit hosts from using AI or digital tools to hide damage, edit out flaws, or add anything that misrepresents a space, and the platform says it will require removal of any content that violates those rules.

The incident surfaces a growing vulnerability for STR operators building trust on photo-dependent platforms: as image generation tools improve, the gap between a fabricated listing and a legitimate one becomes harder for guests — and increasingly, for platforms — to detect before check-in.

“While this type of experience is rare, we understand how frustrating it can be when a listing does not meet expectations, and we have fully refunded the guest for their booking and suspended the listing while it is reviewed,” the Airbnb spokesperson said in an emailed statement.

The suspended listing remains under review, and whether Airbnb pursues any action against the host has not been disclosed.