Falsely accused of smoking in your vacation rental? Here’s what to do

If you don’t smoke, I’m pretty sure you don’t pack cigarettes, marijuana, or a crack pipe when you go on vacation. Life-long nonsmoker Jason Gladden certainly didn’t bring any of that when he recently took his family to a baseball tournament. However, that didn’t stop his vacation rental host from charging the stunned dad a $250 smoking fee. 

But the surprises didn’t stop there. 

The most startling part of this bizarre situation came after Gladden contested the smoking charge. When Vrbo requested supporting evidence, the formerly friendly host made a more sinister accusation. He told Vrbo that his guest had actually been “smoking marijuana from a coke pipe” in the vacation rental. 

As a result of the host’s confident statement, Vrbo approved the smoking fee. 

Case closed. 

Gladden had been tried and convicted of smoking in his vacation rental with no trial or jury. In fact, as you’ll soon see, it appears that an artificial intelligence program made this decision without any human review.

That’s when the mild-mannered dad turned to Consumer Rescue for help fighting this battle. The $250 smoking fee was only a minor part of his complaint. He was deeply disturbed that Vrbo had sided with the host, whom he now considered to be a scammer.

Not only that, but marijuana and, of course, cocaine are illegal in Kansas, where the vacation rental is located. Gladden was particularly concerned that he’d been branded not only a smoker but an illicit drug user as well. He hoped we could help clear his name and force Vrbo to erase all references to this troubling accusation.

But what actually caused Vrbo to side with the host in this strange case?

The answer to that question is outrageously comical – but only if you aren’t Gladden. 

Booking a vacation rental for baseball camp

Last May, Gladden learned that his 14-year-old son would be participating in a baseball tournament in Kansas City, Kansas. He and his wife decided to take the entire family, which includes their three other minor children, to the week-long event to cheer their boy on.  

As a family of six, they quickly determined it would be best to book a vacation rental for this trip. 

“I found a vacation rental on Vrbo that looked like an acceptable place to stay,” Gladden told me. “I sent a message to the host and he got right back to me and said that the home was available. So I booked it.”

The property, located in a residential area near where the tournament was being held, was nothing special. But with three bedrooms, the clean little home would do just fine for the family’s trip to Kansas. 

These nonsmokers would shortly learn that they had made a drastic mistake in choosing this vacation rental. 

Beware of communications spun by artificial intelligence

As the family prepared for their trip, Gladden received multiple texts from the host, Alexander. These messages were pleasant and informative, and Gladden appreciated that his Vrbo host was communicative.  

He shouldn’t have been impressed.

When I reviewed the plethora of texts from Alexander, one thing was clear: they were nearly all AI-generated. 

How do I know this, you might ask? Well, this Vrbo host appears to have incorrectly set his AI program. Instead of just one message informing Gladden of some detail or another, the program would suddenly deliver a series of four texts. Each one of those messages conveyed the same information but in a slightly different way. 

How AI can make a problem much worse for vacation rental guests

Unfortunately for consumers, artificial intelligence has flooded nearly all corners of the customer service industry in the past several years. Make no mistake: Despite what companies suggest, AI is for their benefit, not yours. These programs are meant to trim costs and make life easier for business owners. But as we’ve seen time and again AI often just makes frustrating situations more so for customers of those companies.

Instant AI-spun responses trick customers into thinking they are getting instant attention when the reality is that no one is actually listening. 

Increasingly, we’ve seen vacation rental guests with serious problems (like a property’s collapsing ceiling) being misled into believing help was on the way because the host appeared to respond immediately. When an urgent situation occurs, AI is at best useless and at worst devastatingly problematic – especially if a human doesn’t check their messages for hours. 

So beware of a host who responds to you instantly and whose texts appear unnatural and canned. The messages Gladden received before his arrival were a clue as to what kind of “personalized” customer service he could expect if something went wrong during or after his family’s stay. 

Gladden soon discovered those friendly texts would immediately stop after checkout. That’s because when the rental was over, the AI program’s job was done and it was turned off. Any future responses would need to come from the actual host.  

And he had no intention of responding further. 

Checking out of this vacation rental

At the end of July, the family arrived in Kansas City, checked in and began their busy week of baseball. The property was just as advertised and provided exactly what they needed – a home away from home during the tournament.

On the day before the family was set to check out of their vacation rental, Gladden received a set of texts from the host. These messages gave the group departure instructions which included stripping the beds and loading the dishwasher. 

That night, Gladden says the group tidied up the house and packed up their belongings. 

“The vacation rental looked exactly as it did when we first arrived. Everything was clean and in order,” Gladden recalled. “I texted the host as we were leaving so that he could give the housekeepers the all clear.”

As the family drove away, they chatted about the events of the past week. It had been a great time.

But a dark cloud was about to be cast over their time in Kansas City and overshadow all the good memories. 

“Guest smoked at the property. Cleaners found a coke pipe that is used to smoke marijuana.”

Three days after the family returned from their trip to Kansas, Gladden noticed a message from Vrbo. When he opened it, he couldn’t believe what he was reading. 

Gladden says at first he thought the message was a joke, or maybe some type of spam. But then he looked in his Vrbo account and saw a similar message from Alexander. 

It’s interesting to note that the host’s messages did not come in sets of four now. That’s because an ill-programmed AI system wasn’t sending them. Alexander was writing the accusatory texts all on his own.

Getting nowhere with his now decidedly unfriendly vacation rental host, Gladden contacted Vrbo in a panic. He believed Alexander was scamming him and that his reputation was on the line. 

Gladden quickly discovered Vrbo intended to side with the host, and when he learned why, his shock turned to anger.

Consumer Rescue investigates this false smoking charge 

When Gladden reached out to Consumer Rescue, his frustration was clear. Vrbo had closed his case and found in favor of the host and he didn’t know where else to turn.

We rented a vacation rental through Vrbo with my children for a youth baseball tournament in Kansas City. The host claims that I left a “crack pipe” and the house smelled of smoke is very upsetting and a pure false claim by the host.

I asked to escalate and they agreed for further review. I relayed to Vrbo that my kids are sensitive to fragrance and pets and my rental history will show that we always look for rentals that list no smoking, no pets and try to find ones listing fragrance free detergent for the linens. [Vrbo] asked if I had any photos or proof I didn’t smoke….and of course I said no. How do I prove I didn’t do something that didn’t happen?

The host sent a picture of a small piece of plastic that he says is a “crack pipe.” I have no idea what one looks like. My wife looked at the picture and said she saw it and thought it was part of the dryer (it was on the floor near the dryer the day we checked into the house). She set it aside on the counter near the dryer. 

This is terrible. Do you think you can help us?

(Jason Gladden, Vrbo guest falsely accused of smoking)

As I read through Gladden’s plea for help, I noted that the host seemed very sure of his allegations. I wondered what was going on. Gladden seemed very sincere, but since I don’t know him personally, I couldn’t blindly vouch for him to Vrbo. I needed to do some digging. 

If the host actually had a photo of a crack pipe at the vacation rental, then he was either a devious scammer or Gladden was fibbing to me. 

I asked Gladden to send over the photo of the evidence that the host had provided to Vrbo.

As soon as I saw the evidence, I knew Gladden was telling the truth. The host was the one fibbing and causing this family unnecessary anxiety. 

That’s not a crack pipe and no one in this family smokes anything

The photo of the alleged crack pipe is the comical part of this case. But as I mentioned previously, it certainly wasn’t funny to Gladden or his wife. 

I’m not sure what led Alexander to determine the small plastic tube was a “coke pipe,” but it isn’t. I really didn’t know what it was, but I knew without a doubt that it wasn’t something to use to smoke anything. 

For background, in my early career as a psychotherapist, I worked on a psychiatric ward with patients suffering from mental illness and substance abuse problems. They often arrived at the hospital with their paraphernalia. So I know a thing or two about what those pipes look like. 

I’m not going to give a lesson in drug paraphernalia here, but crack pipes are glass or metal, certainly not plastic. Marijuana pipes are glass as well but look distinctly different. The thing in the Vrbo host’s photo was neither. 

If you’re curious, The U.S. Department of Justice provides some reference photos on its drug awareness page. 

Asking Vrbo’s executive resolution team to review this smoking charge

Before I sent Gladden’s case over to our executive contact at Vrbo, I wanted to try to figure out what that thing actually was. So, as I often do, I put the image into Google Lens. 

It’s hard to know for sure, but Google pegged it to be a small plastic “aglet’ or a tube used to reinforce repairs – or maybe even a kazoo. But a coke pipe was nowhere in the search results for that image.

I hoped to be able to put a quick end to Gladden’s anxiety over these false accusations and vindicate him with Vrbo. 

Hi ****!

….Jason Gladden and his family rented a Vrbo to attend a baseball tournament.  After the rental was over, the host sent Jason a message and said he intended to keep the $250 deposit because the maids found a “coke pipe” in the house. He says Gladden must have been smoking marijuana out of this coke pipe in the house so he’ll keep the deposit. This is really ridiculous. This is a family attending a baseball tournament. None of these people smoke anything (and Jason is willing to provide medical documentation if necessary to clear their name.). BUT the funny part about this accusation is what this owner claims is a coke pipe. It isn’t. It appears to be something that a repairman left behind when he was working on the dryer (the couple picked the item up from around the washer and dryer and set it on the counter before they left).

I’m putting the owner’s message, “evidence of a coke pipe” and the Google image results of what that thing might actually be below my signature. The owner is very confused if he thinks that a small plastic tube could be used to smoke drugs… 

Could your team have a look at this and see if we can quickly put an end to this accusation and get this guy his deposit back? Thanks!😃 

Michelle Couch-Friedman, consumer advocate

Vindication: Vrbo reverses its decision and removes the smoking fee

Much to Gladden’s relief, once real people at Vrbo had a closer look at the details of this case, he was vindicated. The vacation rental host would not be charging him a $250 smoking fee after all. 

Hi Michelle, Thanks again for bringing this to our attention. After reviewing the case, Vrbo will issue a $250 refund for the deposit. 

Vrbo spokesperson

Gladden couldn’t be more pleased.

Thank you very much for the help. It is quite upsetting to be accused of using a crack pipe through the Vrbo platform by a host and being charged for the privilege of being accused.  

Then having Vrbo seemingly side with the host and asking me if I have proof I didn’t smoke. It didn’t seem like it was going to end well in my favor through their normal process.  I have stressed way too much over this $250! Thank you, again!

A fully vindicated Jason Gladden

Oh, and that host?

He really should fix the settings in his artificial intelligence program. Unbelievably, Gladden received one last message from Alexander. It was obviously an auto-response, set on a timer to arrive a certain number of days after guests check out.

Hi Jason,

It was a pleasure hosting you. We will certainly be leaving you a great review for your stay, and I hope you have more great trips with Vrbo. If you ever come back, please let us know and give us the chance to accommodate you again! If you ever have any suggestions for how we could have improved your stay, please do not hesitate to let us know right here, as we are constantly working to improve the experience for everyone.

Best regards, Alexander 

(The Vrbo host who accused you of smoking from a coke pipe in his vacation rental)

Uh, yes, Alexander, I have a suggestion: You could have improved this non-smoking family’s stay by not outrageously accusing them of leaving their coke pipe behind. And something tells me that should they ever visit Kansas City again, the last place they would stay is at one of your properties.

Mistakes travelers make that can lead to false smoking fees

Nonsmokers should reasonably be able to assume that they aren’t at risk for a smoking fine during their vacation. However, as a consumer advocate, I know this is an incorrect assumption. Scroll through our case files here at Consumer Rescue, and you’ll agree. We’ve repeatedly seen unscrupulous hotel managers, car rental companies, and vacation rental hosts surprise bewildered nonsmokers with smoking accusations and charges. 

That unfortunate fact means it’s up to you, the traveler, to be on the alert. You’ll want to ensure you don’t inadvertently open the door for an opportunistic travel vendor to select you to slap with a smoking fine.

• Report unusual odors ASAP: Travelers often will contact our team to report that the rental car, hotel, or vacation rental smelled like smoke from the start. However, they made the critical error of not reporting the odor immediately. Always report any unusual smells at the beginning of your vacation. If you don’t, the host will likely hold you accountable for cleaning up the smell at the end of your rental.
• Do not light candles, incense, or use heavy sprays:  Another mistake I often see travelers make that can lead to a smoking fine is lighting up candles or incense. Smokers frequently use candles and incense to attempt to disguise the smell of smoke. If you do the same, you may spark suspicion that you are trying to cover up your own smoking. The same goes for heavy sprays, essential oils or deodorizers. It’s always best in any rental or hotel to avoid introducing fragrances of any type.
• Ensure everyone in your party understands the no smoking rule: This one is a bit more tricky. We all probably know a smoker who thinks that they don’t smell like smoke after lighting up. They might even believe they can smoke by the window inside your vacation rental. If anyone in your party is a smoker, they must understand and agree to the no-smoking rules of the property. It’s also critical that they not bring the odor of their habit with them on their clothes or belongings. Remember, smoking fines are cleaning fees to remove the odor from the property, not just for lighting up inside. 
• Never leave behind anything associated with smoking: This mistake, which I’ve seen many times, always baffles me. If you do smoke, never bring the evidence of your habit into a car rental, hotel, or vacation rental. If you do, you’re asking to get hit with a smoking fine. That means: 

            *Don’t empty your ashtray inside. 

            *Don’t leave empty cigarette packages, butts, lighters, etc.

            *And, of course, don’t leave your crack pipe behind! 😜

How to fight a false smoking charge after the fact

If a host hits you with a false smoking charge after checking out of your vacation rental, here’s what to do next.

• Ask for the evidence: Of course, in terms of a smoking fine, this part can be tricky. We know that sometimes hotel and car rental companies will simply say an employee detected a smell: smoking charge applied and case closed. But hold on a minute. If your vacation rental host cannot provide any evidence of smoking at the property, request a cleaning receipt. The charge is meant to cover smoke remediation, so if there was an odor in the vacation rental, the host should be able to provide that report. 
• Get your own medical evidence: If you’ve made a formal request to remove the fake smoking charge and the host refuses, you will need your own evidence. Nonsmokers can get a note from their doctor or health insurance company attesting that they do not smoke. Of course, this shouldn’t be necessary, but if you’re going to go to the next step, it will be. 
• File a credit card dispute: If you’re confident you’ve been hit with a smoking charge scam, you can file a credit card dispute with your bank. Remember, credit card disputes protect consumers from billing errors and outright fraud by a merchant. If a vacation rental host charges you hundreds of dollars for a smoking fine (or claims to have found your crack pipe and it’s just a plastic repair joint), and no one in your party is a smoker, that’s fraud. Keep your complaint to the bank short and factual, and provide evidence that you don’t smoke. If the vacation rental host provides any photos, put them in Google Lens to see if they exist elsewhere. Because as we’ve seen in past cases, Google images can often tell an interesting story about what you’re looking at. 
• Ask Consumer Rescue for help: You should take this step before a credit card dispute. That’s because often, after a merchant wins a credit card dispute, even if the decision is because your credit card company didn’t take a close look at the case, the business will have no motivation to discuss your problem further. It’s easier for our team to mediate your case if you haven’t already lost a credit card dispute. But if you have already lost your credit card dispute, don’t despair; our team has a proven track record of pulling victory from the jaws of defeat in these situations. 

The bottom line

If you travel, you will eventually meet an unscrupulous vacation rental host, hotel, or car rental company franchise with their sights set on extracting extra money from you. (See this particularly unpleasant story about a lady with ALS just trying to have a peaceful bucket list trip.) 

Unfortunately, unethical people live among us – you only have to take a look at our case files to know that’s true. But the good news is that rescuing consumers from these types of situations is our expertise. If you encounter an ethically challenged host intent on grabbing your security deposit, we’re here to help. Send your request for assistance to our team, and we’ll gladly investigate and defend you, too.   (Michelle Couch-Friedman, Consumer Rescue)