Last updated: May 22, 2020
At Vacasa, the health and safety of our guests, homeowners, and employees is our number one priority. To protect against the spread of coronavirus (COVID-19), our support systems are more important than ever.
Please refer to this page to learn more about our updated policies and procedures so you feel 110% supported.
To minimize person-to-person contact, most of our homes are equipped with smart locks or lockboxes, letting you check in and check out without interfacing with staff. We also offer a variety of standalone, private vacation homes with no shared amenities.
In addition to serving our guests, we represent a network of local communities and homeowners who depend on our consistent and reliable policies. We recognize that the current circumstances have a significant impact on everyone involved. Know that we have taken every step to adopt more flexible policies at this time.
Changing or cancelling an upcoming trip
While our mission is to provide guests with exceptional vacation experiences, we understand that many other important factors might affect your decision about where and when you travel.
We’re offering simple, flexible change and cancellation policies (including options with no extra fees).
If you need to cancel your trip, your quickest option is to do so online and receive 100% of the cost as a Future Stay Credit. You can claim your credit in less than a minute and use it at any Vacasa home when you're ready to travel.
You can also log in to your Trip Manager to see cancellation options for your specific reservation.
If Vacasa cancels
If Vacasa cancels your reservation because the property you reserved is unavailable (for example, in compliance with a government closure order) and we are not able to accommodate you in a comparable property, you will be given the option to receive a full refund.
Please note the following travel advisories and other regulations in Alaska, Florida, Idaho, Montana, New Mexico, Texas, and Vermont, as well as San Bernardino County, California, and Moab, Utah:
If you're planning to travel to one of these locations, we recommend that you inform yourself about the local regulations.
New Mexico >
San Bernardino County >
We’re here for you. Our Customer Experience team is prepared to answer your questions and can be reached any time at 1-888-387-0151 or firstname.lastname@example.org. Due to long call wait times, we advise you to email rather than calling if your reservation is more than 30 days away.
Our professional, local teams are committed to providing clean and safe homes for our guests each and every stay. On top of our standard cleaning guidelines, we’ve launched an enhanced protocol for vacation rental cleanliness: Vacasa Premium Clean. This new cleaning program meets or exceeds CDC recommendations and guidance from hospitality industry experts.
We’re here to answer any additional questions our homeowners may have about Vacasa’s efforts to combat the spread of coronavirus. If you own a vacation rental managed by Vacasa and you want to get in touch with us, please contact 1-971-254-3001 or email@example.com. (If you are a guest, please call 1-888-387-0151 or email firstname.lastname@example.org.)
Our thoughts are with you during this time, and we want to do our best to support you.
We are continuing to closely monitor this situation as it develops. We'll update this page as new information becomes available.