You rent out one or more properties in Big Bear Lake on Airbnb and Vrbo, and you run them yourself. This page covers what the city requires, what the platforms do, and which part of the guest work you can hand to software.
Here is who does what. Your local person — the 24/7 Complaint Response Agent — handles the visits and anything that needs hands on site. BnBGenius answers guest messages on Airbnb and Vrbo 24/7 and creates cleaning and repair tasks after checkout. You handle the vacation rental license and the taxes.
The city’s main requirement is a 24/7 Complaint Response Agent for every vacation rental.
“Yes, a 24/7 Complaint Response Agent is still required. Their phone number must be posted on the exterior sign and must be kept up to date.”
What this means for you: You need a person who can take complaint calls at any time. Their phone number goes on the exterior sign. The number must be kept up to date.
The city can also ask this person to come to the house.
“Upon the request of the city, the owner or the owner’s agent shall respond in person at the vacation-rental property within thirty (30) minutes of dispatch of notice by the city to correct any violation of this chapter or any other provision of this Code.”
What this means for you: The owner or the owner’s agent must show up in person. The 30 minutes start when the city sends its notice. Pick someone who lives close enough to actually get there.
What BnBGenius Does for a Host in Big Bear Lake
Answers guest messages on Airbnb and Vrbo 24/7
Guests will ask about the outdoor spa, parking and the trash. The city sets quiet hours and spa hours.
“Any activity, whether indoor or outdoor, on the vacation-rental property that disturbs the peace and the use of an outdoor spa by a responsible party and/or their vacation rental guests are prohibited between the hours of 10:00 p.m. and 7:00 a.m.”
What this means for you: No outdoor spa use and no disturbing activity between 10 p.m. and 7 a.m. Put these hours in your house rules and check-in instructions on both Airbnb and Vrbo. BnBGenius answers guest messages on Airbnb and Vrbo 24/7, but it does not know local rules by itself. BnBGenius is not the city’s 24/7 Complaint Response Agent. The city also requires the responsible party (the guest who rents the home) to sign its Good Neighbor Policy at check-in; that rule is quoted under “What the City Requires.”
Requests a review from the guest and publishes the host’s review
Reviews work the same way on Airbnb and Vrbo. BnBGenius requests a review from the guest and publishes the host’s review on both platforms. A review does not replace house rules — put the quiet hours and parking rules in your house rules.
Kent Morgan, BnBGenius co-founder:
“We went from reviewing 40% of stays to 100% overnight. The AI even thanked guests for things we fixed mid-stay. Our review-to-review rate jumped immediately.”
Kent Morgan, BnBGenius co-founder, on bnbgenius.ai/reviews
Creates cleaning and repair tasks after checkout
A turnover checklist item for a cabin or house: trash containers must not stand at the street too long before collection.
“Trash and refuse shall not be left stored within public view except in proper containers for the purpose of collection by the collectors. No container shall be placed in or adjacent to a street or public right-of-way for collection service more than twenty-four (24) hours prior to the normal collection time.”
What this means for you: Trash goes in proper containers. A container can stand at the street or public right-of-way no more than 24 hours before the normal collection time. Your cleaning and repairs are done by your person on site, so agree turnover times with them. BnBGenius creates cleaning and repair tasks after checkout. The full list of city rules is under “What the City Requires.”
Kent Morgan, BnBGenius co-founder:
“We used to find out about issues in post-stay reviews. Now BnBGenius flags them mid-stay, creates the task, and our cleaners respond in under 15 minutes.”
Kent Morgan, BnBGenius co-founder, on bnbgenius.ai/tasks
Answers guest calls with a voice AI agent
Voice Concierge, an add-on, answers guest calls with a voice AI agent. It does not make BnBGenius the 24/7 Complaint Response Agent, and it does not replace a person who can respond in person within 30 minutes, as described on the first screen.
Kent Morgan, BnBGenius co-founder:
“The concierge answered 84% of our after-hours calls last month without waking anyone up. Guests thought it was our in-house team the whole time.”
Kent Morgan, BnBGenius co-founder, on bnbgenius.ai/voice
Sells gap nights, early check-in and late checkout
BnBGenius sells gap nights, early check-in and late checkout. Any offer to stay must fit within the occupancy limit, which is quoted under “What the City Requires.” Agree early check-in and late checkout times with your local person, so cleaning and the guest’s Good Neighbor Policy signature at check-in still fit. This works the same way for Vrbo.
Is run from Telegram
BnBGenius is run from Telegram. The split of responsibilities does not change: your local person still does the visits, and you still handle the license and the taxes.
Your Local Person
A cleaner or handyman can do the visits. The city lets an owner use an agent.
“The use of an agent shall not excuse the owner from the owner’s obligations of this chapter.”
What this means for you: You can name an agent, but you stay responsible. Using an agent does not excuse you from the owner’s obligations.
The agent must pass the city’s test.
“There is an online test that you must take annually and pass with a 100% score to become a certified agent.”
What this means for you: Your agent takes an online test every year. They must score 100% to stay certified. Set a yearly reminder for the test.
This agent is the 24/7 Complaint Response Agent from the first screen. You organise cleaning and repairs yourself — with your local person or a cleaning company you choose. BnBGenius creates cleaning and repair tasks after checkout. Keep the same house rules and check-in instructions on Airbnb and Vrbo. BnBGenius is not the city’s 24/7 Complaint Response Agent; that person is always the owner or the owner’s agent.
What the City Requires
Vacation rental license. The license comes first.
“A current, valid and active annual license issued by the city to the owner is required for each property prior to advertising, offering to lease, or leasing the property as a vacation-rental property.”
Source: Big Bear Lake Municipal Code 4.01.030(A)
“Once you submit a completed application and the required payment, it can take up to four weeks for processing.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“The license shall be conspicuously posted inside of the vacation-rental property and the license number shall be included on all advertisements or solicitations for the vacation-rental property, including, but not limited to hosting sites, websites, social media postings, emails, and print ads.”
Source: Big Bear Lake Municipal Code 4.01.030(B)
“An owner may not hold more than two licenses, except that an owner holding more than two licenses as of September 16, 2021, may renew those licenses unless they have been revoked or not renewed.”
What this means for you: You need a current annual license before you advertise or lease the property. A completed application can take up to four weeks to process. Apply early so you are not waiting. The license hangs inside the property. The license number goes on every advertisement, including Airbnb and Vrbo listings. An owner may not hold more than two licenses. There is one exception: owners who already held more than two licenses as of September 16, 2021 may renew them, unless a license was revoked or not renewed.
Renewal.
“All vacation-rental licenses issued by the city shall have a term of no more than one year.”
Source: Big Bear Lake Municipal Code 4.01.040(A)
“Notwithstanding the above, failure of an owner or agent to receive a notice shall not relieve the owner of the obligation to apply for a license renewal nor shall it operate to extend the term of any license beyond its expiration date.”
What this means for you: The license runs no more than one year. Renew it before it expires. If you miss the city’s notice, that does not extend the license. Set your own reminder for the renewal date.
Inspection.
“If a license is issued or renewed, the city shall, upon reasonable advance written notice to the owner and/or agent, be permitted access to the subject premises, property or dwelling unit in order to determine continued compliance with this chapter and/or any conditions of approvals set forth in the respective license.”
What this means for you: The city can inspect the property after the license is issued. They give reasonable advance written notice first. Keep the property compliant between visits.
Check-in and the Good Neighbor Policy.
“The responsible party must sign a copy of the city’s Good Neighbor Policy prior to or during check-in.”
Source: Big Bear Lake Municipal Code 4.01.060(B)
“The owner shall retain a copy of each signed Good Neighbor Policy for a period of one year from the date of check-in.”
What this means for you: The responsible party must sign the city’s Good Neighbor Policy before or during check-in. Keep each signed copy for one year from the check-in date. Build the signature into your check-in flow on both platforms.
Occupancy.
“Such occupancy shall not exceed two adults per bedroom, plus two additional adults, not including persons under eighteen (18) years of age; but the total number of persons, including persons under eighteen (18) years of age, may not exceed one person per two hundred (200) square feet of living space or sixteen (16) persons, whichever is less.”
Source: Big Bear Lake Municipal Code 4.01.060(C)
“Example #2 : A 1,000 sf home with 3 bedrooms has a maximum occupancy of 5 people, all 5 of those can be adults, no additional people are allowed.”
What this means for you: Count two adults per bedroom, plus two more adults. Children under 18 do not count in that first count. But the total headcount, including children, cannot pass one person per 200 square feet or 16 persons, whichever is less. The city’s own example: a 1,000 square foot home with 3 bedrooms has a maximum occupancy of 5 people, all adults, with no additional people allowed.
Parking and snow.
“All guest parking must be provided in legal parking spaces on the vacation rental property. Guests cannot park on the street or neighboring properties.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“Further, the owner or agent shall remove snow from required parking spaces and access drives to off-street parking spaces prior to and during occupancy of the vacation rental if snow accumulation exceeds two inches.”
What this means for you: Guests park only in legal spaces on your property, never on the street or neighboring lots. You or your agent must clear snow from required parking spaces and access drives before and during the stay, when snow exceeds two inches. Put both rules in your house rules on Airbnb and Vrbo.
Quiet hours, the spa and dogs. The outdoor spa and noise hours are quoted above. The city also limits dog noise.
“Incessant barking from dogs of a responsible party and/or their vacation rental guests heard beyond the property line is prohibited.”
What this means for you: Dogs that bark nonstop, heard past your property line, break the rule. Tell guests this in your check-in instructions.
Trash.
“Trash and refuse shall not be left stored within public view except in proper containers for the purpose of collection by the collectors. No container shall be placed in or adjacent to a street or public right-of-way for collection service more than twenty-four (24) hours prior to the normal collection time.”
Source: Big Bear Lake Municipal Code 4.01.060(J)
“Alternatively, trash and refuse may be disposed at “Clean Big Bear” sites as authorized by the city.”
What this means for you: Trash stays out of public view except in proper containers for collection. Containers go to the street no more than 24 hours before the normal collection time. You can also use the city’s “Clean Big Bear” sites. Add this to your turnover checklist.
Exterior sign.
“Each vacation-rental property shall be equipped with no more than a single informational sign not to exceed two square feet in area. Each sign shall be clearly visible from the street, include the city’s code compliance hotline/reporting telephone number, the 24/7 agent contact telephone number, the maximum number of occupants, and the maximum number of vehicles permitted plus additional information required by administrative policy of the city.”
What this means for you: You may have one sign only. It can be no bigger than two square feet. It must be visible from the street. It must show the city’s hotline number and your 24/7 agent’s phone number. It must also show the maximum occupants and the maximum vehicles. Add anything else the city requires by policy.
Fines.
“Effective January 18, 2024, the City Council reduced fines for renting or advertising a rental property without a valid current license. The first violation is $1,500, the second violation within 12 months is $2,500, and the third violation within 12 months is $5,000.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“The fine structure related to violations of Section 4.01.060 Operational Requirements, is $500 for the first violation, $1,000 for the second violation within 12 months, and $1,500 for the third violation within 12 months.”
What this means for you: There are two groups of fines. One group covers renting or advertising without a valid license. The other covers breaking the operational rules in Section 4.01.060. In both groups, the fine goes up with each violation within 12 months. The exact amounts are in the two quotes above.
Taxes
The city describes its tax and its assessment separately.
“TOT stands for Transient Occupancy Tax. You must charge your guests 9% of the total fees and then remit that payment monthly to the City.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“TBID or BBLTBID both stand for the Big Bear Lake Tourism Business Improvement District. This is a 3% assessment charged to hotels, lodges, and vacation rentals.”
What this means for you: The city FAQ says TOT is 9% of the total fees, charged to guests and remitted monthly to the city. The same FAQ says TBID is a separate 3% assessment on vacation rentals. This page does not add the two numbers together or state a combined rate.
The due dates are set by the city.
“TOT/BBLTBID remittances are due on the last day of the month, following the end of the reporting month.”
What this means for you: TOT and TBID payments are due on the last day of the month after the reporting month. For example, a stay in March is reported and paid by the end of April. Set a monthly reminder.
The city’s FAQ and the city code both speak about the platforms.
“At this time, Airbnb has not agreed to collect and remit TBID. Therefore, owners utilizing Airbnb will still be required to remit TBID forms and payments directly to the City. VRBO and HomeAway (Expedia Group) have agreed to collect and remit both TOT and TBID on behalf of their owners.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“Beginning January 1, 2022, hosting platforms shall be responsible for collecting all applicable transient occupancy taxes and tourism business improvement district assessments and remitting the same to the city.”
Source: Big Bear Lake Municipal Code 4.01.050(B)
“Agents and owners are still obligated to collect and remit TOT and TBID directly to the City for reservations booked outside an online platform.”
Source: City of Big Bear Lake, Vacation Rental Program FAQ
“Owners shall be responsible for submitting transient occupancy tax forms reporting nightly stays and gross receipts even if a hosting platform is remitting the taxes due on their behalf.”
What this means for you: The city FAQ says Airbnb has not agreed to collect and remit TBID, so Airbnb owners send TBID forms and payments to the city themselves. The same FAQ says Vrbo and HomeAway (Expedia Group) have agreed to collect and remit both TOT and TBID. The city code says hosting platforms are responsible for collecting and remitting both. This page does not decide between them. Either way, you report nightly stays and gross receipts to the city. Bookings made outside a platform are still yours to collect and remit. Ask the city which rule applies to your listing.
| Platform | What the platform lists | What the owner checks |
|---|---|---|
| Airbnb | “Guests who book Airbnb listings that are located in the City of Big Bear Lake, CA will pay the following tax as part of their reservation: Transient Occupancy Tax: 10% of the listing price including any cleaning fees, for reservations 28 nights and shorter.” (Source: Airbnb Help) | “Hosts may need to manually collect and remit other applicable taxes on their stay or experience price.” (Source: Airbnb Help) |
| Vrbo | “City Transient Occupancy Tax, Big Bear Lake Tourism Business Improvement District Assessments” (Source: Vrbo Help) “Big Bear Lake under 31 nights” (Source: Vrbo Help) | “You’re also responsible for collecting and remitting lodging taxes when we’re not liable to do so.” (Source: Vrbo Help) |
What this means for you: Airbnb’s help page lists one Transient Occupancy Tax line of 10% of the listing price, including cleaning fees, for reservations of 28 nights and shorter. The city FAQ lists 9% TOT and a separate 3% TBID. The two sources do not use the same figure. This page does not pick or combine them. Compare your Airbnb tax report with the city’s TOT and TBID forms. Airbnb also says hosts may need to collect and remit other applicable taxes themselves. Vrbo lists the city tax and the TBID assessment for stays under 31 nights, and says you are responsible for collecting and remitting lodging taxes when Vrbo is not liable to do so.
BnBGenius is not an accounting tool.
Airbnb and Vrbo
| Guest work | Airbnb | Vrbo |
|---|---|---|
| Messages | “Every reservation automatically creates a group thread where all bookers, co-travelers, hosts and co-hosts can connect.” (Source: Airbnb Help) | “You can send a message to a host through our secure messaging platform.” (Source: Vrbo Help) |
| Reviews | “After a guest checks out, both the guest and their host will be prompted to leave a review. Both parties will have 14 days after checkout to submit their review.” (Source: Airbnb Help) | “You and your guests have 180 days to provide your review. Once one party submits their review, the other party has 14 days to complete their review.” (Source: Vrbo Help) |
| Check-in details | “Guests will see your check-in method (such as smart lock, keypad, or lock box) but they won’t see the detailed check-in instructions until 48 hours before check-in.” (Source: Airbnb Help) | “The welcome guide includes: Host or property manager contact information. Directions to the property. Parking instructions. Access instructions. Check-in and check-out instructions.” (Source: Vrbo Help) “The welcome guide information is emailed to your guests in the language you wrote it in, three days before check-in.” (Source: Vrbo Help) |
| Listing details | The city requires the license number on every advertisement, including hosting sites. | Same for Vrbo. |
What this means for you: On Airbnb, every reservation creates a group thread. Guests see detailed check-in instructions 48 hours before check-in. On Vrbo, guests message you through the platform’s secure messaging. The welcome guide is emailed three days before check-in. Review windows differ. Airbnb gives both parties 14 days after checkout. Vrbo gives you and your guests 180 days. After one party submits, the other has 14 days. Your license number goes on both listings.
On both platforms, answers about the outdoor spa hours, guest numbers, parking, snow and the 24/7 Complaint Response Agent’s phone number must rest on your house rules and check-in instructions. BnBGenius answers guest messages on Airbnb and Vrbo 24/7 and requests a review from the guest and publishes the host’s review. You check taxes separately.
How to Start
BnBGenius is not a PMS, a channel manager, a calendar sync, a direct-booking, pricing or accounting tool.
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Rules and rates last checked on 2 October 2026.
