Property Complaint Management

Complaints matter:

  • Improve public safety
  • Keep owners/managers informed
  • Reduce the number of problem properties

Online public complaint form

24/7 US-based bilingual hotline

Real-time outreach

Full reporting

Online Public Complaint Form

Our complaint form is available to the public 24/7 and allows for audio, video and document upload. The complaint is automatically associated and logged with the correct property.

 

24/7 US-Based Bilingual Hotline

Most non-emergency complaints do not require a live agent after standard business hours, however, we do offer 24/7 bilingual support to jurisdictions that request this feature. The bilingual hotline provides city staff the assurance that their citizens will always reach a live representative. Our support team is all US-based. All calls are recorded and the complaint is attached to the appropriate property.

Real-Time Implementation

 

All complaints are immediately logged in the system and an email is sent to the owner or manager on record for that property. In addition, your jurisdiction can select other automation features based on the rules you set for the number and frequency of complaints.  These options include the ability to email your staff or 411 system and automating license revocation. Immediate phone outreach can be added as an additional feature.

Full Reporting

Our complaint reporting allows you to view problem properties, number of complaints, complaint types and much more. You can also view the notifications that have been sent and, for emails, whether they were opened.

How Proper Complaint Management Helps You

A complaint system that holds and tracks the process from beginning to end prevents the escalation of complaints and becomes a useful database. Here are a few benefits of having quality complaint management for short-term rental properties.

Avoid Conflict

Most individuals with a complaint just want to know that they have been heard. The ability to pull up and read back the entire thread of their complaint process will assure them that they are being taken seriously. A quality, open line of communication is key when looking to avoid conflict.

Solution Tracking

On the business end, you are able to see what decisions have been made and what actions were taken as a result. Problem areas can be targeted quickly and changes can be made across the board to prevent a repetition of specific issues. You can also ensure your rental property complies with local regulations by keeping tabs on what has been accomplished.

Develop Policy

Once the database has been active for some time, you will be able to spot trends and act to prevent further issues in a more proactive manner. You will have a record of what works and what failed, which can guide policy and prevent complaints down the line.

Address

1040 Main Ave
Durango, CO 81301

Phone

Sales: (970) 519-2014
Support: (888) 751-1911