Resolve disagreements during the stay

Disagreements happen — between you and a resident, or between residents in a shared space. Most resolve quickly with a calm conversation. The ones that don't have a clear escalation path.

First: handle it directly

The majority of issues never need anything more than a friendly direct conversation. Approach it as a problem to solve, not a battle to win.

Frame it as "what we both want"

"Hey, can we have a quick chat? I want to make sure the rest of your stay goes well, and I noticed [the issue]. What's going on from your side?"

Listen. The resident's perspective often reframes the issue.

Be specific, not vague

Bad: "You're being too loud." Better: "Last night around 1am there was music coming from your room — neighbours mentioned it. Can we keep music after midnight to headphones?"

Document the conversation in the Inbox

Even if you talked in person, follow up with a short message:

"Thanks for the chat this morning. To summarise: we agreed on quiet hours from 22:00 starting tonight. Appreciate it."

This creates a written record without escalating the tone.

When direct conversation isn't enough

If the issue continues or the resident is unwilling to talk:

Step 1: a formal written warning in the Inbox

"Hi [name], I want to raise this formally now. Despite our chat on [date], [the issue] is continuing. I need this resolved — specifically, [what needs to change]. If it doesn't change by [date], I'll need to involve Coliving support."

This is your official notice. Keep it factual.

Step 2: involve Coliving support

If the warning doesn't change behaviour, contact support via the help centre with:

The original booking details.
A timeline of attempts to resolve (with Inbox screenshots).
The specific behaviour you need stopped.

Support can:

Mediate between you and the resident.
Issue a formal warning to the resident.
In serious cases, end the booking and refund accordingly.

Step 3: end the booking

If the behaviour is serious and continues after support involvement, the booking can be ended early. This is rare but exists for genuinely problematic situations. The exact terms (refunds, notice) depend on the case.

Disagreements between residents

If two co-residents are in conflict:

Talk to both separately first. Get each side's story before bringing them together.
Help them resolve directly if possible. Most conflicts are resolved when both feel heard.
Set a small set of agreed rules going forward. Write them in the Inbox so everyone sees.
If it can't resolve, involve support — for genuinely incompatible co-residents, sometimes one moving rooms (or out) is the right outcome.

What you can't do

Lock a resident out of the room they've paid for, except after a formal end of the booking via support.
Withhold services they've paid for (Wi-Fi, water, heating) as leverage.
Publicly retaliate through reviews or social media.

All of these can result in your account being suspended.

Common situations and a sentence to start with

Situation	A way in
Noise complaint from another resident	"Got a noise concern about your room last night. Mind if we chat about it?"
Cleaning standards slipping	"I noticed the kitchen's been getting messy this week. Can we agree on a cleaning rhythm?"
Unauthorised resident staying	"Saw an extra person around — friend visiting, or staying? Want to make sure we're aligned."
Smoking inside	"I smelled smoke this morning. House rules are smoke-free indoors — can you confirm?"
Damage you're not sure who caused	"The [item] is broken — do you know what happened?"

Frequently asked questions

Q: Can I evict a resident mid-stay if they're being problematic? A: Not unilaterally. Eviction-level decisions go through Coliving support and require documented breaches. See above.

Q: A resident threatened me. What do I do? A: Stop direct contact, document the threat, and contact support immediately. For physical threats, contact local emergency services first.

Q: Two of my residents are dating and now broken up. How do I handle the drama? A: Stay neutral. Don't take sides. If they can't co-exist peacefully, work with support to find a way for one (or both) to move.