Community Moderator Guidelines

Welcome to the team. Yes, it's a big deal.

You've been trusted to help shape one of the most unique communities on the internet. A space where strangers become hosts, guests become friends, and cities become home. That's not nothing.

Being a moderator isn't about policing. It's about tending. Think of your community like a good conversation at a dinner table: your job is to keep it flowing, keep it warm, and occasionally ask someone to take it outside.

Here's everything you need to know.

What You're Here to Do

Your community should be welcoming, active, and genuinely useful. A place where members exploring your city get answers from people who actually know it, and where locals feel proud to show up.

That means:

• Keeping things clean and spam-free
• Answering questions (or making sure someone does)
• Sparking conversation and sharing local insight
• Removing content that doesn't belong
• Being the kind of presence that makes the community worth being in

Your Moderator Powers

Update Community Photos

Your community photo should represent the place, and you should own it fully.

• Use your own photos only. No stock images, no screenshots, nothing licensed or owned by someone else.
• If you took it, you own it. That's the rule.

Update the Community Description

This is your community's front door. Make it count.

Write a description that explains:

• Who the community is for (members exploring the city? locals? both?)
• What kinds of posts belong here
• Any specific rules or expectations for members

Keep the tone warm but clear. New members should know exactly what they're walking into.

Remove Posts

Removal is permanent. There's no undo. Use it accordingly.

Remove posts that are:

• Spam
• Commercial content or promotions (yes, even "just sharing my hostel")
• Violating community rules you've set in the description

Before removing, ask yourself: would a warning or a nudge fix this? If yes, try that first. Save removal for content that clearly doesn't belong and has no place here.

Report Inappropriate Behavior

Some things go beyond community moderation. For anything involving safety concerns, harassment, or serious misconduct, don't try to handle it alone.

Report directly to the Trust & Safety team.

When in doubt, report it. That's what the team is there for.

Ban (and Unban) Members

Banning is the nuclear option. Reserve it for situations where a member has:

1. Broken the rules
2. Been warned
3. Continued anyway

A Couple Things to Know:

• Non-members can post in communities too. If someone outside your community is causing problems and warnings haven't worked, you won't be able to ban them. Reach out to the Trust & Safety team instead.
• Bans can be reversed. If someone's circumstances change or they've clearly course-corrected, unbanning is always on the table.
• Don't ban out of frustration. Ban because it's genuinely the right call.

Add or Remove Moderators

You can bring in new moderators. But do it with intention.

New moderators get the same powers you have. Before you add anyone:

• Make sure they understand the community and its vibe
• Share these guidelines with them (yes, this whole document)
• Trust your judgment. Good moderators are present, fair, and genuinely care about the community

Remove moderators who go quiet, act outside these guidelines, or are no longer the right fit. No hard feelings. Just good community management.

The Most Important Rules

Be present, not heavy-handed. Members notice when a community feels managed vs. monitored. Show up to contribute, not just to correct.

Set the tone. Your posts, your replies, your energy: they set the standard. If you want a warm community, be warm. And we want a warm community.

Warn before you act. Except in clear-cut cases (spam, commercial content, serious violations), a heads-up message goes a long way. Most people just don't know the rules.

Keep it local. Share events, tips, hidden gems, seasonal advice. The best moderated communities feel like they have a local friend running them. Be that friend.

Stay in your lane. Safety issues, platform-level problems, and anything that feels above your pay grade: report it. That's not passing the buck; that's good judgment.

Quick Reference

Thanks for being part of this. The communities you look after are the heartbeat of Couchsurfing. Let's keep them beating.

Need more help? Get in touch. You can also reach us anytime through Settings → Contact Support.