Balancing Tourism and Community in California's Largest County
How San Bernardino County Manages 6,998 STRs and Keeps Residents Heard
At a Glance
Jurisdiction
San Bernardino County, California, County Government
Program Lead
Emily Campbell, Administrative Supervisor, San Bernardino County
Context
Geographically diverse county drawing millions of tourists annually — from Joshua Tree's dark skies to mountain resorts and events like the Stagecoach Festival. Over 5,000 active STRs balancing economic benefit with residential quality of life.
Products
Rentalscape, 24/7 Complaint Hotline
Key Outcomes
6,998
STR properties identified and monitored countywide
5,700
Active STR permits currently issued in San Bernardino County
1,880
Resident hotline issues logged and resolved in 2024 alone
01 - The Challenge
When tourism growth outpaces community trust
San Bernardino County's diverse landscapes — from the high desert of Joshua Tree to the forests of Big Bear, draw millions of tourists annually, fueling local businesses and marquee events like the Stagecoach Festival. Short-term rentals play a central role in that economy, generating tax revenue and lodging capacity that hotels alone can't meet.
But with over 5,000 STRs active across the county, the volume of activity created friction. By 2024, San Bernardino had logged over 1,800 complaints from residents, concerns about noise, parking violations, and trash accumulation at nearby rental properties. Without a clear, accessible channel for those complaints, community trust eroded and enforcement teams were left reacting rather than resolving.
The fundamental challenge wasn't the STRs themselves. It was the absence of a system that could hold operators accountable while giving residents a meaningful way to be heard.
"The key to effective STR management was fostering open communication between residents, property owners, and enforcement teams."
02 - The Solution
A platform for compliance, and a hotline for community
San Bernardino County partnered with Deckard Technologies to implement Rentalscape, including a dedicated 24/7 Complaint Hotline, giving residents a direct, around-the-clock channel to report concerns and giving the county a structured system to log, route, and resolve them.
For Residents
A 24/7 hotline and online reporting tools give community members a direct, responsive channel to flag noise, parking, and other concerns — day or night, including weekends and peak season.
For Operators
Clear permit requirements and active monitoring create accountability — ensuring STR hosts understand the rules and that violations are identified and addressed quickly.
For Enforcement Teams
Centralized complaint data, STR monitoring, and compliance tools let staff prioritize high-risk properties, track patterns, and coordinate across departments — all from one platform.
03 - Results
Transparency, trust, and a community that feels heard
In 2024, San Bernardino County logged and resolved 1,880 hotline issues, demonstrating not just enforcement capacity, but a genuine commitment to community responsiveness. Every complaint that gets resolved is a resident who feels the system works for them.
1,880
Hotline issues resolved in 2024
5,700
Active permits issued, program operating at scale
24/7
With community support, residents can report concerns at any time
"People move to San Bernardino County to enjoy the dark skies, and stunning, peaceful, natural beauty. We absolutely want visitors to experience what makes this place so special. However, it's essential that we regulate short-term rentals so both residents and visitors can fully appreciate and coexist in harmony within our community."
The result is a program built on more than enforcement. By combining compliance tools with a responsive community channel, San Bernardino has created a framework where tourism and residential quality of life reinforce each other rather than compete.
04 - What's Next
Build a program your community trusts
STR compliance isn't just about catching violations, it's about building systems that earn trust. San Bernardino showed that when residents have a clear way to be heard, and enforcement has the tools to respond, the whole community benefits.
Learn More About Rentalscape
Explore the platform built for STR compliance professionals.
Explore Rentalscape