North America's Premier International Resort Community

Short-Term Rental Complaints

Complaints

Initial complaints concerning a short-term rental property shall be directed to the local representative. The Short-Term Rental Hotline will contact the local representative after a complaint is made with them. The local representative shall resolve the issue that was the subject of the complaint within sixty (60) minutes or within thirty (30) minutes if the problem occurs between 11:00 p.m. and 7:00 a.m., including visiting the site if necessary. Failure to resolve a complaint in the listed time frames will result in fines as listed below. Any violation of the short-term rental ordinance is also punishable by these fines. Each day of violation shall be deemed a separate offense.

 

First violation in a 12-month period: $500
Second violation in a 12-month period: $1,500
Third violation in a 12-month period: $2,500
Additional violation in a 12-month period: STR prohibited for two years

 

How to file a complaint

We are currently converting to a new software for short-term rental compliance. During this transition our complaint system has changed.

Any short-term rental complaints between the hours of 8:30am to 4:30pm Monday to Friday should be emailed to shorttermrentals@vailgov.com

Outside of these times and days, complaints should be directed to the non-emergency dispatch phone number (970) 479-2200.

To report an unregistered short term rental property, please call (970) 477-3515.

Contact Info

Kathleen Halloran
Finance Director

Jacque M. Lovato
Accounting Manager

Alex Jakubiec
Sales Tax Manager