Show:
Safety
Regulatory Response
Generali
Communicate and Investigate
Accused
100

When do you transfer to Safety

A personal safety issue is reported to have occurred during, or as a result of the disruptive gathering

Property damage

Law enforcement involvement

Government official and law enforcement reports and there’s a Safety issue

Threatened or confirmed adverse publicity on media or social media where the claimant represents a credible visibility risk

Threatened or verified legal involvement

Gatherings prohibited by the government including violations of health and safety regulations

100

When do we transfer to Regulatory Response

  • If the neighbor complaint is about hosting legitimacy for Non-EEA listing
  • If the neighbor complaint about hosting legitimacy for EEA listing, refer to the European union digital services act workflow
100

When do you transfer to Generali

If the listing is in Washington state AND the Host is requesting reimbursement

100

If the reporter requests a call, what do we apply?

Apply macro: Conflict and communication:: Community disturbance :: Reporter - outbound call not possible

100

Step 1

Check if the accused parties have any previous "Neighbor Complaint" admin flags

200

Description of Property damage

  • The Host reported damages or losses to property as a direct result of a disruptive gathering in the listing AND the damage is beyond normal wear and tear and requires the Host to replace, repair, or substantially clean the damaged portions of the property
200

Steps on how to transfer to Regulatory Response

  1. Apply contact reason: Listing ownership dispute
  2. Apply macro: 

    Escalations:: Escalate - Regulatory response

  3. Set group: Rr General Tier1
  4. Add notes and complete the transfer flow
200

Examples of the Host requesting for reimbursement 

  • Physical loss or damage to their property is caused by the responsible guest, their invitee, or their pet.
  • Additional or unexpected cleaning costs are incurred due to the responsible guest's reservation and are caused by the responsible guest, their invitee, or their pet.
  • Physical loss or damage to their motor vehicles, watercraft, fine art, or valuables is caused by the responsible guest or their invitee.
200

If the reporter did provide sufficient information to identify the host/listing/reservation related to the report, what do we do?

Proceed with reaching out to the accused





200

If the reporter is a neighbor or third party, how do we reach out to the Host for additional information?

  1. Create a case on the Host's profile:
  2. Apply macro: 

    Reservations:: Conflict and communication:: Community Disturbance:: Accused - Request for information

  3. Set the case to pending
    1. Reopen in 1 day (24 hours)
  4. If the Host is unresponsive, or doesn't provide context 24 hours after initial contact:
    1. Proceed with investigation based on information provided
300

Step on NON-urgent safety escalation

  1. Apply macro: 

    Escalations:: Escalate - Safety

  2. Apply contact reason
  3. Set group: Safety Tier1
  4. Add notes
  5. Complete the transfer flow
300

Does this go to Regulatory Response?

"I am the HOA President and I do not want Airbnb's in MY HOA!!! I don't care what the law allows!"

listing link: confirmed

reservation: confirmed

YES

300

Steps on transferring to Generali

  1. Select the appropriate Generali contact reason
  2. Apply macro: 

    Escalations:: Escalate:: Host damage protection:: Washington HDP request

  3. Set group: Claims
  4. Reservation code: Relevant reservation code
  5. Add notes and complete the transfer flow
300

What macro do we send for Acknowledging the reporter's complaint

Reservations:: Conflict and communication:: Community disturbance:: Reporter acknowledgement

300

If the reporter is a neighbor or third party, how do we reach out to the Guest for additional information?

  1. Create a case on the guest profile:
    1. Apply macro:

      Reservations:: Conflict and communication:: Community Disturbance:: Accused - Request for information

    2. Set the case to pending
      1. Reopen in 1 day (24 hours)
    3. If the guest is unresponsive, or doesn't provide context 24 hours after initial contact:
      1. Proceed with investigation based on information provided
400

example of Law enforcement involvement

  • Guest’s behavior resulted in law enforcement involvement at the listing
400

Does this go to Regulatory Response?

"Local laws do not allow this type of listing here!"

listing link: not confirmed

reservation: not confirmed

NO

400

What Help Center Article can you find the Host Damage Protection Terms

Help Center Article 2869

airbnb.com/help/article/2869

400

If the reporter didn't provide sufficient information to identify the host/listing/reservation related to the report within 24 hours of initial contact, what macro do we send?

Reservations:: Conflict and communication:: Community Disturbance:: Reporter - Unable to proceed

400

What is wrong with this email?

Hello lgonzalez2@gmail.com,

We’re contacting you because we received a report about a disturbance related to your listing, Best Getaway, on March 12, 2025. 

 Here’s what your neighbor shared with us: “noise. lots of noise” 

Before we follow up on this matter, we wanted to reach out to you to gain a better understanding of the situation. If you have any information or details that you would like to share regarding this report, please don’t hesitate to respond to this message. If we don’t hear back from you within 24 hours, we may take action based on the information contained in the above report. 

Best

500

Examples of a personal safety issue is reported to have occurred during, or as a result of the disruptive gathering

  • Privacy violation or unauthorized access (an individual related to the disruptive gathering enters or attempts to enter a neighbor's property)
  • Violent threats
  • Physical assault
  • Sexual assault
  • Drug use
  • Weapons reported
  • Guest overstays
500

Does this go to Regulatory Response?

"This neighbor is listing their home in MY HOA and we do not allow this. TAKE IT DOWN!"

listing link: confirmed

reservation: not confirmed

YES

500

What is the Help Center Article where you can review our reimbursement request process?

Help Center Article 279

airbnb.com/help/article/279

500

If needed for investigation, what do we ask the reporter for:

  1. Reservation dates, listing URL, Host name, etc.
  2. Supporting information:
    1. Always request for evidence when investigating. Don’t request specific forms of documentation from the reporter. Instead, ask "Do you have anything else to support your complaint?"
  3. What did the reporter witness?

OR

Hello ___________,

I am with the Airbnb's Neighbor Support Team. I hope this email finds you well.

Below is a small list of questions I need answers to so that I can proceed in investigating the issue at hand.

1. Can you please provide me with the address or the link to the listing?

2. What message would you like to share with the Host? This message will be sent anonymously and is needed to proceed with our investigation.

3. When did the issue occur and what happened?

Please reply to this email with these answers, so I can proceed with our investigation.

Thank you

500

What is wrong with this email?

Hello Adrian,

We’re contacting you because we received a report about a disturbance related to your listing, Best Getaway, on March 12, 2025. 

 Here’s what your neighbor shared with us: “noise. lots of noise” 

Before we follow up on this matter, we wanted to reach out to you to gain a better understanding of the situation. If you have any information or details that you would like to share regarding this report, please don’t hesitate to respond to this message. If we don’t hear back from you within 24 hours, we may take action based on the information contained in the above report. 

Best,

Luis A. Gonzalez