Filing a complaint:
Call 9-1-1, if it is an emergency (such as fire, medical emergency, suspicious activity, etc)
To file a complaint regarding excessive noise or a loud party, illegal parking, improper and excessive trash disposal, too many overnight guests, or any other disruptive behavior at a STR unit, please follow these steps:
Step 1: Contact the Site Manager – anytime (24/7): Site Manager’s contact information can be found on the STR placard (sample STR placard) posted on each STR unit or through the STR Database.
- If the Site Manager responds, please describe your complaint and ask that your complaint be resolved immediately or within no more than 30 minutes of your request as required by the Ordinance. You may elect to provide your name and contact information to the STR Site Manager so they can follow up with you on your complaint.
- If your complaint is resolved within 30 minutes from the time you notified the STR Site Manager, then the City will deem this as complete. You may notify the City of such complaint(s) via the online complaint form or via email at firstname.lastname@example.org. The City will track each incident against a STR and take all incidents into account at the time of license renewal.
- If STR Site Manager does not respond, then go to step 2. If your complaint is not resolved within 30 minutes from the time you notified the STR Site Manager, leave a voice message for the Site Manager describing your concern(s), and provide your name and contact information to the STR Site Manager so they can follow up with you on your complaint.
Step 2: Contact the Police Department at (831) 648-3143 if you are calling after business hours. If you are filing a complaint during business hours, you may call the City Hall directly at (831) 648-3116 or (831) 648-3190. When calling the Police Department and/or City Hall, please provide the STR address, a description of the nature of the activity, and any other relevant information. Complaints may be filed anonymously, however, you may wish to provide your contact information so that our code compliance staff can contact you to discuss your complaint in detail.
Note: If the nature of a complaint is non-emergency and cannot be resolved within 30 minutes (e.g. a tree needs pruning, a garage being used for living, or any other pre-existing condition at the STR unit that concerns you but is a non-emergency) report the situation to the Code Compliance office at (831) 648-3116 or email@example.com.
Reporting Illegal Short-term Rentals:
Suspected illegal Short-term Rentals can be reported to the City via the following methods:
Fines and Penalties for Illegal Short-term Rental Hosting
Violations of the City’s short-term rental ordinance are subject to penalties of at least 60 percent of the total revenue earned through illegal hosting. Penalties begin on day one of illegal short-term rental activity and continue to accrue until the violation is fully abated. Repeat violations may be subject to escalated penalties including referral to the City Attorney’s Office for additional assessment (i.e. lien) on the subject property. Further, illegal STR’s are ineligible from obtaining a STR license for two consecutive years.