24/7 Local Contact

Overview

The Short-Term Rental 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 Short-Term Rental 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 will complete an internal investigation regarding the complaints received to validate the potential violation. Should the Town verify that the complaint was not remedied and/or that the local contact did not respond to the complaint received, the Town will proceed with an administrative citation.

Following a violation, or 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.