Short-term rentals like Airbnb have created new opportunities for property owners—but also new challenges for strata communities. Noise complaints are one of the most common sources of friction, and until recently, neighbours often felt powerless when short-stay guests disturbed their peace.

Now, Airbnb is rolling out a feature allowing neighbours to provide direct feedback on guests via its website. While this is a positive step, strata owners and residents in NSW should understand that the responsibility doesn’t stop there.

Airbnb’s New Neighbour Feedback Tool

Airbnb’s global leadership has acknowledged the challenge of balancing hosts, guests, and neighbours. Their new online form allows neighbours to submit complaints directly to Airbnb’s customer service team, who will follow up with hosts.

This means neighbours can now:

• Register noise or behaviour complaints directly with Airbnb
• Flag repeat problem properties for additional review
• Share both positive and negative feedback about guest conduct

It’s a useful tool—but it should be used alongside existing strata processes, not as a replacement.

Owners Are Still Responsible

Under NSW strata law, property owners remain accountable for the actions of anyone occupying their lot—whether tenants, Airbnb guests, or casual visitors.

This means:

• If a guest breaches noise by-laws, the lot owner is responsible
• Owners can face enforcement action from the owners corporation
• Repeat breaches can escalate to formal complaints, compliance notices, and even NCAT proceedings

If you’re planning to rent your apartment on Airbnb, it’s smart to provide guests with a copy of the building’s by-laws in advance so they know what’s acceptable.

How to Handle Noise Complaints from Airbnb Guests

If you experience noise or disturbance caused by short-term renters, you have several options:

1. Start with a direct approach – If comfortable, speak to the guests politely to alert them to the issue.
2. Call the police for serious breaches – If there’s a large party or unacceptable behaviour late at night, police can issue a Noise Abatement Direction on the spot.
3. Lodge a formal complaint – Report the matter to your strata committee and strata manager so it’s officially recorded.
4. Use Airbnb’s complaint form – Log the issue through Airbnb’s platform so both the host and company are aware.

Can an Owners Corporation Ban Airbnb?

If short-term letting becomes a significant and ongoing problem, NSW legislation allows an owners corporation to pass a by-law prohibiting lot owners from listing their properties on platforms like Airbnb.

This requires a special resolution (75% vote in favour) at a general meeting. While not every scheme will take this step, it’s a powerful option if repeated disturbances affect the community’s enjoyment of their property.

Metro Strata’s Advice

At Metro Strata, we welcome tools that help neighbours have a voice—but owners should never assume Airbnb will take full responsibility. Strata committees and managers remain the first line of defence in keeping buildings safe, harmonious, and compliant.

Final Word

Airbnb’s neighbour complaint system is a positive step, but strata owners must remember: the buck stops with them. Good communication, clear by-laws, and proactive management are the best way to prevent noise disputes from escalating.