Support and contact

Have an upcoming reservation?

Manage your trip in the Vacasa app or Trip Manager.

Coronavirus (COVID-19) information

Your health and safety is our number one priority. We're taking action to protect against the spread of coronavirus and adopting flexible policies for changing or cancelling trips.

Planning your trip

In most areas, you can book a Vacasa home if you are 21 or older. Some of our homes are in communities with higher age requirements. We’ll make it clear in the home’s description and agreement when that’s the case.

No. We don’t start counting kids toward the occupancy until they’re over the age of two. (There are exceptions in certain communities, but we’ll make it clear in the home’s description and agreement when that’s the case.)

We have lots of dog-friendly homes to choose from—just check the home’s listing, and make sure to add your dog to your reservation.

We’re offering simple, flexible change and cancellation policies, so you can book your trip with confidence.

For any trip with a check-in date on or before August 31, 2020, we’re supporting you with the following options:

  • Reschedule your trip with no change fee
  • Cancel and receive 100% of the cost as a Vacasa Future Stay Credit
  • Cancel for a refund (minus the booking fee) at least 30 days before check-in

If your trip starts after August 31, you have the above options as long you change or cancel your trip at least 30 days before check-in.

Trip Protection is an optional supplement to your reservation. When you opt in for Trip Protection, you’ll be eligible for a full refund for any nights canceled due to illness, death in the family, flight delays, flight cancellations, or road closures due to bad weather. You can purchase it up to 30 days before your reservation. (If you’re booking within 30 days of check-in, you can add Trip Protection up to 24 hours from the time of making the reservation.)

Many reservations are eligible for payment in installments. If partial payment is available for your reservation, you will be offered that option when you check out.

We’ll stock every Vacasa home with linens (sheets and towels) and supply a starter pack of toilet paper, paper towels, dish soap, and laundry detergent. Download the Vacasa app or check your Trip Manager for more specific details on your Vacasa home.

Our professional team is committed to providing clean and safe homes for our guests and owners each and every stay. Read about the enhanced cleaning procedures that we're upholding across all of our regions and homes.

Managing your reservation

An updated policy is in place due to coronavirus.

To receive your full reservation cost as Vacasa credit, visit our cancellation page. You can claim your credit in less than a minute.

You can also log into your Trip Manager to cancel.

Note: Reservations made on a third-party site (such as Airbnb or Vrbo) may be subject to that channel’s terms and conditions if they differ from Vacasa’s. Please check the site where you originally booked your trip.

You can make these changes to your reservation in your Trip Manager.

The standard check-in time allows our housekeeping team to fully prepare the home for your arrival, so we do not schedule early check-ins. Check the Vacasa app or your Trip Manager for the latest details.

During your stay

Please check the Vacasa app or your Trip Manager for specific instructions.

We offer late check-out whenever possible for a small fee. Visit the Vacasa app or your Trip Manager to see if it's available and add it to your reservation.

Your feedback is invaluable to our team, our homeowners, and our future guests! We’ll email you after your stay asking for a review of your Vacasa home and your experience with us.

We publish all reviews that help guests choose whether a Vacasa home is right for them. Your honest feedback about a home’s location, furnishings, and layout—positive or negative—is crucial. If a review isn’t helpful to future guests (like complaints about poor weather during a stay), it may not be shared publicly. Of course, any guest feedback about customer service or housekeeping is always shared with our management teams for appropriate follow-up and coaching.

We can mail you your lost item for a $25 CAD processing fee, plus shipping, within two weeks of your stay. Give us a call at 800-544-0300 to arrange a shipment. Otherwise, we’ll donate it to a local charity.

Guest accounts

Visit our login page and create an account using your email address, Google account, or Facebook account. If you use your email address, you’ll also need to set a password.

Creating an account is optional, but it’s a great way to save your information for faster booking and view your trips at a glance. You’ll also need an account to get the benefits of our mobile app—which gives you easy access to driving directions, lockbox codes, WiFi passwords, and more, so you can focus on enjoying your vacation.

If you create an account specific to Vacasa, choose a strong password and don’t share it or reuse it on other websites. We highly recommend the use of a password manager so you can create a unique login. You can also log in with your existing Facebook or Google account.

Vacasa will never ask you for your account password. If someone claiming to be from Vacasa asks you for this information, please let us know right away at security@vacasa.com.

Please contact us right away at 888-602-6166.

Follow these steps to reset your password:

  1. Visit https://accounts.vacasa.io/account/recover.
  2. Enter the email address associated with your account and click “Continue.”
  3. Check your email for a message from us. (The subject line will be “Reset your Vacasa account password.”)
  4. Click the “Reset Your Password” button.
  5. Enter a new password and click “Continue.”

Please read our Privacy Policy for details on the personal information that we gather in order to facilitate your vacation, and a description of how we use that information.

After your initial account setup, we may send you the following email notifications to help keep your account secure and make you aware of activity on your account:

  • Password reset
  • Confirmation of a linked Facebook or Google account

Future Stay Credit

As a security measure, your Future Stay Credit is automatically linked to the email address used to book your original reservation (the reservation that you canceled and received credit for). To redeem the credit on Vacasa.com, you’ll need to create an account with the same email address—or log in, if you already have an account with that email address.

Once you’re logged in, the Future Stay Credit will appear as a payment option when you make a new reservation.

Log in or create an account >

After you log in or create an account with the email address used for your original reservation, you can see your available Future Stay Credit in your Vacasa profile.

A Future Stay Credit expires 15 months from the date of issue. If you book a trip using the credit, the check-in date must be before the credit’s expiration date.

If you book a trip that costs less than your credit amount, you can apply the credit and keep any remaining balance in your account. You can use the rest of the credit later on another reservation.

You do have to use the credit all at once if you choose to apply it to a trip that costs more than your credit amount.

We ask for a valid credit card at the time of booking in case you make changes to your reservation later, or incur charges before or during your stay.

Yes—if you have more than one Future Stay Credit in your account, you can use any or all of them to pay for a trip.

Please note that you cannot combine your Future Stay Credit with someone else’s. All credits used on a single reservation must be associated with the same Vacasa account and email address.

No, Future Stay Credits are non-transferable. Only the original reservation holder who the credit was issued to can use it.

If you book a trip using a Future Stay Credit and later cancel it, our standard cancellation policies apply. If you’re eligible for a refund, any portion of the reservation that you paid for with credit will be refunded as credit. In other words, you cannot convert any portion of a Future Stay Credit into a cash refund.

Still need help?

Call us

Make a reservation
800-863-8415

Guest support
800-544-0300

Message us

General inquiries
info@vacasa.com

Find us

Mailing address
Vacasa
PO Box 10130
Portland, OR 97296
USA


Headquarters
850 NW 13th Ave.
Portland, OR 97209
USA

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