Reporting a Short Term Rental Concern

Short Term Rental Compliance Program FAQs

• What third-party program did the Town hire to assist with short term rental compliance concerns?

  Granicus is a Short Term Rental Compliance program that specializes in helping local governments manage Short Term Rental compliance and enforcement.

• What is this program and why does the Town need it?

  This program supports local By-law Enforcement Officers and provides increased service to the community through 24/7 support for complaint resolution.

• How does this program benefit the Town?

  This program provides a reliable way for residents to assist in ensuring compliance with the Short Term Rental properties in their neighbourhood by providing a 24/7 hotline and online system whereby members of the public can easily report Short Term Rentals that may not be compliant with the Town’s Short Term Rental By-law. Complaints regarding problematic activities and conditions, such as excessive noise, illegal parking, or overflowing garbage, can all be made through this program.

  Additionally, Granicus provides assistance and oversight in monitoring Short Term Rentals within Niagara-on-the-Lake.

• What role do local By-law Enforcement Officers play with respect to this new program?

  This program enhances enforcement efforts. By-law Enforcement Officers have the ability to use the additional reporting tools provided through the Host Compliance system to better monitor and enforce Town By-laws. The program provides the evidence and materials needed to lay charges successfully against non-compliant operators.

• If a complaint is made against my Short Term Rental, how will I be notified, and how am I required to respond?

  When Host Compliance operators receive a complaint, they notify the property owner or property manager using the contact information provided to the Town through the licensing process. The owner and/or property manager must respond within 45 minutes of being contacted by Host Compliance operators (as per Section 9 (c) of the Short Term Rental By-law 4634-13, as amended). Host Compliance operators will follow up with the complainant to confirm that the issue has been rectified.

• Will Short Term Rental guests be advised of a complaint filed against them?

  No. Host Compliance operators will not contact short-term rental guests directly. Depending on the nature of the complaint, the owner or property manager may contact guests to address it.

• Are there fees associated with the complaint process?

  There are no fees associated with filing a complaint through Host Compliance. However, depending on the nature of the complaint and the response required to address the concern, operators may be subject to fines.

• Is there a limit to how many times a complaint can be filed against a property?

  There is nothing in place that limits the number of complaints that can be filed against a property. However, a license to operate a Short Term Rental may be revoked, suspended, or made subject to special conditions by the Town Clerk for any breach of the provisions of the Short Term Rental Licensing By-law and/or any breach of the provisions of any other Town By-laws or regulations.