24/7 Local Contact

Local Contact Expectations

The Short-Term Rental (STR) Ordinance requires each registered property to have a designated local contact person/emergency contact that is available by telephone on a 24-hour basis to remedy any complaints received through the Town of Truckee STR Helpline. The local contact person is required to:

• RESPOND by phone within 30 minutes of contact, verifying the complaint was received.
• RESOLVE the issue within 60 minutes and provide resolution notes to the STR Division.

The Town completes an internal investigation regarding the complaints received to validate the potential violation.  We do not take complaints at face value and need to have evidence to substantiate the violation. Should the Town verify that the complaint was not remedied / violation occurred and/or the local contact did not respond to the complaint received / did not provide resolution, the Town can proceed with an administrative citation and fines of up to $1500 per day for the first violation.

Administrative Citation Issued: For a period of one year, a local contact person will be required to be physically present at the rental within 60 minutes of contact.

Note: If there is an immediate threat the public health and safety, the local contact person shall immediately contact the appropriate law enforcement, fire, or other authority.

Required Complaint Resolution 

How will I be communicated with when a complaint is received?
When a complaint is received the local contact is immediately notified via phone call. STR Helpline agents will call the local contact affiliated with the registration ONE time, right after the complaint is received to report the complaint for resolution. If the emergency contact does not answer, a detailed voice message of the complaint will be left.
 
How do I provide resolution notes to STR Division Staff?
Provide the Following Information: Who you are, your contact information, rental property address, how you resolved the complaint and the time the complaint was resolved.  
 
Communication: There are several ways that you can communicate the steps taken to remedy the complaint to STR Division Staff. Listed below are your options for communication. Only ONE must be completed not all. 

• Call the STR Helpline at (530) 450-2430: You can call back the Helpline to provide the steps taken to remedy the complaint.
  • NOTE: A different number will show up on caller ID when the STR Helpline calls you please DO NOT call that number back since it is not the direct Town of Truckee STR Helpline and Town Staff will not receive the call.
• Call or Text the STR Division at (530) 582-5280: Call or text the STR Division directly with the complaint remediation steps. 
• Email the STR Division at tot@townoftruckee.gov  
• STR Helpline Webform Submission: For Complaint Type choose Resolution from the dropdown, complete the rest of the content, and click on submit when completed.