Airbnb's Harassment Policy in 2025: What Hosts Need to Know

Airbnb's latest safety updates make one thing crystal clear: harassment is grounds for account action, even when there is no physical contact or property damage. The company rolled out tighter enforcement in early 2025 after a spike in guest and host complaints involving threats, stalking, and intimidation. If you run a professional short-term rental business, you need to know the policy inside and out so you can respond fast, stay compliant, and protect future bookings.

This guide breaks down the official wording into host-friendly language. You'll learn what Airbnb counts as harassment, how the investigation process works, and exactly what evidence you should gather before you file a report. We'll also walk through how the harassment policy interacts with related rules—think discrimination, review retaliation, and off-platform contact.

What Airbnb Classifies as Harassment

Airbnb's 2025 policy groups harassment into three buckets. Understanding the difference helps you set house rules and escalate correctly.

1. Threatening behavior: Any messages or actions that imply harm to a person, pet, or property. This includes violent language, threats to post damaging reviews unless you provide refunds (see our review extortion explainer), and attempts to intimidate co-hosts or cleaners on arrival.
2. Targeted, unwanted contact: Repeated calls, texts, or on-platform messages after someone asks for the contact to stop. Airbnb added stalking behaviors—like showing up uninvited or sending gifts—to this category in 2025.
3. Abusive or discriminatory language: Slurs, hate speech, or derogatory remarks about protected classes. When discrimination is involved, Airbnb may escalate beyond the harassment policy and remove the offender permanently.

Bottom line: Even "just words" can trigger a trust and safety investigation. Airbnb won't wait for a physical incident if there is credible evidence someone feels unsafe.

How Airbnb Handles Harassment Reports

Airbnb divides the response workflow into two paths depending on severity. Knowing what happens behind the scenes helps you set expectations with guests and your team.

Level 1: Non-imminent risk

• Airbnb's Safety team reviews message logs, call recordings, and any uploaded evidence within 24 hours.
• The team may issue written warnings, remove reviews tied to the harassment, or suspend booking privileges temporarily.
• Hosts often receive a follow-up request for additional screenshots or witness statements. Respond quickly; if you miss the deadline, the case can close automatically.

Level 2: Imminent risk

• If the report contains threats of physical harm, breaking and entering, or stalking in progress, Airbnb can freeze both accounts immediately.
• The company coordinates with its 24/7 safety hotline and may call local law enforcement. Hosts should still dial emergency services directly—Airbnb is explicit that it is not a replacement for 911.
• Airbnb's specialized Incident Response team remains on the case until everyone is in a safe location. Expect frequent check-ins, temporary relocation for guests, or emergency re-bookings for hosts.

Permanent removals are now faster

As of mid-2025, Airbnb tracks repeat harassment via a "three strikes" rule. A second confirmed incident within 18 months often leads to permanent removal. The only exceptions: cases with inconclusive evidence or where law enforcement advises a slower approach.

Step-by-Step: Reporting Harassment as a Host

Follow this workflow to give Trust & Safety everything they need on the first pass.

1. Move the conversation on-platform. If a guest starts harassing you off-platform (WhatsApp, SMS, Instagram), respond with a short message inside the Airbnb thread summarizing what's happening. This creates a timestamped record Airbnb can review.
2. Document everything immediately. Use your phone to take screenshots of messages, call logs, security camera alerts, or noise monitoring dashboards. Upload them to a shared drive so co-hosts can contribute. We also recommend keeping a dedicated evidence pack template for serious incidents.
3. Contact Airbnb through the Safety Center. Inside the reservation, choose Report a safety issue → Harassment. If you believe anyone is in danger, call the 24/7 Safety Line first, then follow up with a written report.
4. State the policy violation clearly. Write one paragraph that ties the guest's behavior to Airbnb's harassment definition. Example: "Guest sent three threatening messages after I declined a discount; the latest said they would 'trash the place' if I didn't agree." Clarity speeds up the review.
5. Cooperate with the case manager. Keep your phone nearby; Safety agents often call from U.S. or Ireland numbers. Provide requested documents within the window they give you (usually 12–24 hours).

Protecting Yourself and Your Listing

Harassment cases are stressful, but preparation keeps your calendar stable.

Update house rules and messaging templates

• Add a line stating that harassment of hosts, co-hosts, vendors, or neighbors will result in immediate cancellation without refund.
• Include the same language in your booking confirmation template. Repetition sets expectations and shows Airbnb you were proactive.
• Mention any safety devices you use (noise monitors, video doorbells) so guests cannot claim they were unaware.

Train your team

• Walk cleaners and on-site staff through the harassment policy so they know when to escalate.
• Provide a quick script: "For your safety and ours, I'm ending this conversation now. The primary host will contact Airbnb." This keeps communication professional and creates a clean paper trail.

Use smart locks and guest screening tools

• Shorten access codes to the stay duration and rotate them immediately if harassment occurs.
• Consider third-party guest screening services that flag risky reservations. Just ensure they comply with Airbnb's nondiscrimination rules.

Review retaliation is covered

Airbnb's 2025 policy links harassment with retaliatory reviews. If a guest threatens to ruin your rating unless you provide refunds, document it. You can request removal through the same case, and the Safety team will scrub the review if the threat is verified.

When Law Enforcement Gets Involved

Airbnb recommends contacting local authorities for any situation involving imminent danger, stalking, or trespassing. When you file a police report:

• Note the case number in your Airbnb report; Safety agents can cross-reference it quickly.
• Upload the officer's business card or a confirmation email if available.
• Airbnb may ask for permission to speak directly with investigators. Granting it can speed up reimbursement or rebooking decisions.

Remember that Airbnb is not liable for emergency response delays. Hosts should maintain their own insurance policies and crisis plans.

Frequently Asked Questions

Can I cancel without penalties if I feel unsafe?

Yes. If you cite harassment in a support ticket and provide evidence, Airbnb will waive penalties and protect your Superhost status.

What if the harasser is another host or co-host?

Report them through your account dashboard with the same evidence process. Airbnb applies the harassment policy to all users, including hosts, co-hosts, guests, and Experience providers.

Does Airbnb cover lost income?

Airbnb's Rebooking and Refund Policy may reimburse you for unused nights if they force the guest to leave. However, you need documentation of the harassment plus proof of blocked nights. Keep calendar screenshots and invoices ready.

How long does a harassment investigation take?

Most Level 1 cases close within 72 hours. Level 2 cases stay open longer—sometimes weeks—if Airbnb is coordinating with police or relocating guests.

Will the guest see my evidence?

No. Airbnb keeps witness statements, photos, and screenshots confidential unless required by law. They do notify both parties of the final outcome.

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Harassment isn't just a guest relations problem—it's a business risk. By learning Airbnb's 2025 rules, documenting incidents rigorously, and acting fast, you protect your team, your property, and your hard-earned reviews. Save this guide, share it with co-hosts, and update your incident response playbook before the next high season.