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A Toronto condo owner came home to a stranger in her kitchen and another person’s clothes in her bedroom last Saturday afternoon, only to learn her roommates had listed her room on Airbnb without her consent.

“At first I thought my roommates must be home and had a friend over,” Cori Carl said. “Then he asked me if I was the next guest and if he should leave the keys with me or the concierge.”

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Carl is a New York City-based graphic designer and marketing consultant in the process of relocating her business to Toronto, and is in the city for about a week every month. She purchased the Dundas Square-area condo because she found it to be less expensive than staying in a hotel for each visit.

When the stranger in her kitchen told her he was there through Airbnb, she found the listing and contacted them on Saturday to remove it.

Four days later, a caseworker with the Airbnb trust and safety department told her in an email that the company does not “verify private contract terms or arbitrate complaints from third parties,” but offered to submit a formal complaint to the host of the listing (her roommates) and “ask them whether they wish to remove their listing.”