What happens if my neighbour files a complaint?

When a neighbour files a complaint through Airbnb Neighbours, we’ll review the complaint and notify the host if we can match the complaint to an Airbnb listing. Depending on the nature of the complaint, we may provide suggestions to help prevent similar issues in the future. Complaints will not appear on a host’s profile or listing page.

Addressing complaints

If you receive a complaint, and your neighbour provides their contact information, you can contact them directly to discuss how to resolve the issue. If your neighbour has chosen to remain anonymous, consider following the steps we suggest in our email to you. If the guest is still staying at your home, we also recommend you contact them about the complaint. Remind them of your house rules, and provide suggestions to resolve the issue.

If you believe you received a complaint in error, reply to the email you received from us and tell us why you don’t think this complaint applies to you. We’ll review your comments, as well as the original complaint, and will decide on an appropriate course of action.

Preventing complaints

Many hosts find that having a conversation with their neighbours and sharing their contact information before they start hosting can help address problems before they arise. If you’re going to be away during your guest’s stay, consider asking a friend to be your point of contact instead. You may also want to update your House Rules to let guests know that parties or large groups aren’t a good fit for your space, or address other issues you know might cause problems for your neighbours.