Coronavirus resource guide for our vacation rental guests

Updates on our response to COVID-19

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.


Guest reservations

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).

Learn about flexible travel options >


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.


Travel advisories

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:

  • Until further notice, travelers entering Alaska or Montana from out of state must self-quarantine for 14 days or for the duration of their stay, whichever is shorter.
  • Travelers arriving in Florida from Connecticut, New Jersey, New York, and Louisiana must self-quarantine for 14 days or for the duration of their stay, whichever is shorter. Certain counties have more specific restrictions, which you can view here.
  • Travelers arriving in Idaho from another country, or from an area outside Idaho with substantial community spread or case rates higher than Idaho's, are strongly encouraged to self-quarantine for 14 days or for the duration of their stay.
  • From May 16–30, our properties in New Mexico are unable to host guests from out of state.
  • Travelers arriving in Texas as their final destination through an airport, from a point of origin or point of last departure in certain states and cities (California, Connecticut, New York, New Jersey, and Washington, as well as Atlanta, Chicago, Detroit, and Miami), must self-quarantine for 14 days or for the duration of their stay, whichever is shorter.
  • Travelers from out of state must self-quarantine for 14 days outside the state before an overnight stay in Vermont.
  • Each short-term rental unit in San Bernardino County may be occupied only by members of the same immediate household. Parties and gatherings of people from separate households are prohibited.
  • All pools and hot tubs at our properties in Moab, Utah, will be unavailable for guest use through May 25. This date is subject to change as regulations require.

If you're planning to travel to one of these locations, we recommend that you inform yourself about the local regulations.

Alaska >
Florida >
Idaho >
Montana >
New Mexico >
Texas >
Vermont >
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 info@vacasa.com. 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 housekeeping

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.

Learn about Vacasa Premium Clean >


Homeowner support

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 owner.accounts@vacasa.com. (If you are a guest, please call 1-888-387-0151 or email info@vacasa.com.)


Here for you

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.