A licensed operator must be available during all periods of guest occupancy, including nights and weekends. The operator must be reachable by phone and able to resolve guest, neighbor, and city complaints within one hour, and must live on the same lot for non-commercial STRs.
Every STR must designate a permitted operator, and the owner must ensure that operator is available whenever guests are present, including nights and weekends. Availability means the operator is accessible by telephone and able to resolve complaints from guests, from neighbors about a disruptive rental, and from the City within one hour of contact. For non-commercial STRs the operator must reside on the same lot as the unit, giving neighbors an on-site point of contact. The owner remains principally responsible even if duties are delegated to the operator, and cannot use an operator's non-performance as a defense.
Failure to keep the licensed operator available as required is a prohibited act, subject to at least a $1,000 fine per offense and possible suspension or revocation of the permit.
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