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Trust & safety basics for hosts
Most hosting is uneventful. The small percentage that isn't is what trust and safety exists for. This article covers what Coliving provides, what's your responsibility, and the everyday habits that prevent most issues.
What Coliving provides
Identity verification
Every resident's ID is checked against their selfie before they can book. This isn't perfect, but it filters out most fraud.
Payment protection
Residents pay through Coliving. We hold and release funds. If a card is later charged back fraudulently, we cover the loss — you keep your payout.
Dispute resolution
A specialist team reviews evidence and decides on damage claims, refund disputes, and rule violations. See If a resident disputes a charge with their bank.
24/7 safety contact
For urgent safety issues (during or outside business hours), a route through the help centre is monitored continuously.
Bans and account-level enforcement
Residents who violate our terms (harassment, fraud, damage) can have accounts suspended or banned, preventing them from booking elsewhere.
What stays your responsibility
- Physical security of the property — locks, alarms, smoke detectors, CO detectors.
- Local legal compliance — short-term rental licensing, taxes, fire safety codes, accessibility.
- Insurance — property insurance, public liability insurance. Coliving doesn't insure your property.
- Day-to-day decisions — accepting residents, setting rules, handling routine conflicts.
- Local emergency response — calling police, ambulance, or fire services when needed.
The everyday habits that prevent most issues
Be picky about who you accept
Reviewing resident profiles isn't optional. See Review a resident profile before accepting. Most problem stays trace back to a request you could have declined.
Keep conversations on-platform
The Inbox creates a record. WhatsApp, SMS, and personal email don't. If something goes wrong, you'll wish you had the record.
Photograph at check-in
Two minutes of photos prevents most damage disputes. Compare against check-out photos and you have ironclad documentation.
Read your own house rules to incoming residents
Re-state the key rules in the welcome message. Residents rarely re-read the listing after booking.
Have a backup contact
A trusted neighbour or team member who can rescue a resident (or check on a problem) when you're not available.
Take small issues seriously, quickly
A small rule break left unaddressed becomes a larger one. A 5-minute conversation early prevents a 5-hour dispute later.
What to do in specific situations
| Situation | First action |
|---|---|
| Suspected damage | Photograph, message resident, open dispute promptly. |
| Resident asks for off-platform payment | Decline and warn — likely fraud. |
| Suspicious activity on your account | Change password, use a strong password, contact support. |
| Resident threatens you or others | Stop direct contact, call local emergency services if immediate, contact Coliving support. |
| Unauthorised additional residents | Address directly first, then formally if needed. |
| Property emergency (fire, flood, etc.) | Call local services first, then notify Coliving and the resident. |
What Coliving can NOT do
- Reverse a payment after long delays (file disputes as soon as practical after check-out).
- Replace local insurance.
- Apply for licences or permits on your behalf.
- Enforce off-platform agreements.
- Act as legal counsel.
For everything outside our scope, your local resources are: lawyer, accountant, insurance broker, police.
Frequently asked questions
Q: Is there a Coliving guarantee against damage? A: There's a dispute process that can result in compensation from the deposit and (in some cases) additional cover. There's no automatic blanket guarantee — outcomes depend on evidence.
Q: Do I need my own insurance? A: Yes, almost certainly. Coliving's protections don't replace standard property and liability insurance. Talk to a local broker.
Q: What if a resident gets injured at my property? A: Help them, document, notify your insurer, notify Coliving. If serious, contact local emergency services.