Short Term Rental Management Software

The Vendor is required to provide software shall provide the ability to monitor local, regional and national short-term rental platforms and provide address identification for properties that are actively advertising rental(s). 
- Ability to provide a 24/7 rental complaint hotline that offers both electronic and telephone property complaint services.
- Address Identification
•    Monitoring national, regional and local websites that advertise Short-Term Rentals (STR) and
•    Identify all live listings of short-term rentals within the jurisdiction
•    Property address
•    Owner name and mailing address
•    Ownership type – primary residence, secondary residence, investment property
•    Property type – single family dwelling, duplex, condo
•    Number of bedrooms at the property
•    Maximum occupancy
•    Actual lengths of stay per listing
•    Minimum night stays to book a listing
•    Dates of occupancy
•    Occupancy rate for listings
•    Listing host
•    Indication if listing is active
•    Time period(s) listing has been active
•    Termination date
•    Identify properties with historic STR listings
•    Provide all available data associated with address to include but not limited to number of rentals per year, primary rental months, first and last rental date identified
•    Consolidate duplication of listings on multiple platforms into one unique Rental Unit
•    Updating listing activity and details every 3-5 days
- Compliance and Rental Activity Monitoring
•    Monitor all live STR listing and identify compliance status as established town code
•    Map of jurisdiction identifying all STR property locations with the ability to identify compliant and non-compliant rentals as per town code
•    Activity dashboard that monitors trends and breakdown of compliance
•    Provide (weekly/monthly) reports on all new and removed listings
•    Provide reports, analysis, documentation and access to online data as required
•    Assist the jurisdiction with court cases when necessary
o    Vendor should provide a factual and reliable basis for the data and/or images it obtains as well as its determinations of STR addresses. Vendor should be able to provide affidavits to attest to the accuracy of the data and or images provided and/or investigatory practice of determining STR addresses.
- Outreach Campaign
•    Configure letter templates with town branding and letterhead
•    Add as many letter sequences as needed for enforcement escalation
•    Monitor properties that become compliant after letter for enforcement
•    Provide direct mailing to all active and historic listing utilizing most recent owner and owner address information
•    Provide rental property listing documentation with letter mailings
•    Provide ability to send targeted/ mass emails to STR property owners/contacts
- Complaint/Concern 24/7 Hotline & Online Form
•    Provide web and phone-based complaint/concern hotline for community to report rental related complaints/concerns for all rental properties within the jurisdiction. 
•    Complaints to include but not limited to trash, unauthorized rental, noise, parking related issues and unsanitary conditions.
•    Hotline should include:
o    24/7 call center for citizens to contact and report complaints verbally
o    Recordings for all call center complaints
o    Web based link to complaint page to provide complaint description and complainant contact information.
o    Web based complaint form shall provide attachment option for picture documentation
o    Email notifications to Town of Barnstable team when complaints are logged
o    Automatic outbound Interactive Voice Response (IVR) calls and Short Messaging Service (SMS) messages to permit emergency contacts notifying them of the complaint
o    SMS support for emergency contacts to mark a complaint as acknowledged or resolved with the ability to send resolution notes
o    Hotline Dashboard for tracking complaint volumes, trends, and categories
o    Ability to upload Notes/Comments to each complaint
o    Map of jurisdiction identifying all STR property locations with the ability to identify properties that have reviewed hotline and/or online form complaint
- Dashboard/Database
•    Vendor should maintain the STR Database and update it no less than weekly.
o    STR dashboard/database should be presented in a format which collates all listings and their characteristics by identified STR address as well as STR listing host.
o    STR dashboard/database should be searchable and sortable by aggregated characteristics, as well as STR address. 
o    Search and sort functions should be executable by municipality staff. 
o    Search and sort function results should be exportable to a customizable report in excel or csv format.
o    STR dashboard/ database should include and archive screenshots of the STR listings as well as copies of the photographs appended to the STR listings. Screenshots and photographs should contain readily identifiable information such as date taken and URL or other such information that makes it readily identifiable. 
o    STR dashboard/database should include the ability to mass export said screenshots and photographs with the identifiable information affixed.
o    STR dashboard/database should be sufficient for the municipality to use for outreach, monitoring, and code enforcement purposes.
o    STR dashboard/database should allow municipality staff to append additional information in separately created fields, separate from the aggregated characteristics.
o    STR Dashboard/database should allow municipality staff to export geo-coded STR locations to a GIS file or other suitable list of locations with LAT/LON coordinates for the purpose of importing these locations into the town’s GIS.
- Service requirements:
•    Implementation: the vendor shall provide any necessary installation, configuration, and setup of the monitoring solution.
•    Training: the vendor shall conduct unlimited training sessions and instructions to town staff on how to effectively use and navigate the monitoring solution. 
•    Technical support: the vendor shall provide dedicated account manager for ongoing technical support to address any issues or concerns that may arise with the monitoring solution.
•    Maintenance and updates: the vendor shall perform routine maintenance and provide regular updates to ensure the optimal performance and functionality of the monitoring solution.
•    Data retention: the vendor shall store collected data securely and provide a mechanism for the municipality to access and retrieve the data as needed. 
•    Integration support: the vendor shall provide integration support to ensure seamless integration with existing municipal systems.
•    Security practices: the vendor shall adhere to industry-standard security practices when providing service, including responsible password management, timely notification of any cybersecurity incidents, and providing recommendations for enhanced security of the system.
•    The vendor shall provide general information on their it security and reliability posture including a general overview of the following areas:
•    Cybersecurity measures in place (e.g. Does the vendor have an incident response plan in place, does the vendor have dedicated cybersecurity staff)
•    Data / web server redundancy and failover capability
•    Data backup & retention policies
•    Service level agreement (SLA) for system uptime and availability. Indicate what region of the world the vendor’s data / web servers are located in
•    The vendor's system must have the ability to accept nightly, automated file uploads that contain current rental registration data from the town's permitting system, and current property data from the town's assessing database.
•    These data uploads will contain information such as the owner names and property addresses of properties that are currently permitted as rentals, as well as owner, address, and other property details from the assessor's database.
•    The vendor's system must be able to accept these files, and update their data accordingly so that the vendor's system will reflect the latest information regarding permitted rentals that is uploaded each night.
- Budget: $225,000

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: October 23, 2025