Coronavirus resource guide for our vacation rental guests

Updates on our response to COVID-19

Last updated: January 14, 2021

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—and we know it's important to keep you in the loop as you book and prepare for upcoming travel. We'll update this page as new information becomes available about policies, procedures, and travel advisories.


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 our cancellation policy >


Need to cancel?
Your quickest option is to cancel your trip online and receive 100% of the cost as a Future Stay Credit. As long as your check-in date is at least 7 days away, you can claim your credit in less than a minute and use it on a new Vacasa stay when you're ready to travel.

Cancel and receive a Future Stay Credit >

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.


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 Health Canada recommendations and guidance from hospitality industry experts.

Learn about Vacasa Premium Clean >

In addition, to minimize person-to-person contact, many of our homes are equipped with smart locks or lockboxes, letting you check in and check out without interfacing with staff.


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 971-254-3001 or owner.accounts@vacasa.com. (If you are a guest, please use the contact information below.)


Here for you

Our thoughts are with you during this time, and we want to do our best to support you.

Our Customer Experience team is prepared to answer your questions and can be reached any time at 888-387-0151 or info@vacasa.com. We advise you to email rather than calling if your reservation is more than 30 days away.

Regulations on travel, gatherings, and short-term rentals

We update this information regularly, but please check with the state and local governments of your destination and home state for the most current rules that may apply to your trip (including requirements on face coverings).*

TRAVEL: Effective January 26, all air passengers entering the United States are required to get a viral test (a test for current infection) within the 3 days before their flight to the U.S. departs, and provide written documentation of their laboratory test result (paper or electronic copy) to the airline or provide documentation of having recovered from COVID-19. Airlines must confirm the negative test result for all passengers or documentation of recovery before they board. If a passenger does not provide documentation of a negative test or recovery, or chooses not to take a test, the airline must deny boarding to the passenger.

View state regulations >

TRAVEL: Travelers from out of state are required to submit a travel declaration and a negative test, or purchase of a test upon arrival and quarantine until results are available

Municipality of Anchorage: All indoor gatherings of people from different households are limited to 6 people in a single enclosed indoor space

View state regulations >

  • TRAVEL: Californians “should avoid” non-essential travel to any part of the state more than 120 miles from home, or to other states or countries; Non-essential travelers from other states or countries are “strongly discouraged” from entering the state and should quarantine for 10 days after arrival (with limited exceptions)
  • DECEMBER 3 REGIONAL STAY HOME ORDER (effective for at least three weeks only when a region has less than 15% ICU capacity)
    • TRAVEL: All individuals in the region must stay home except to conduct activities associated with critical infrastructure
    • GATHERINGS: Gatherings with members of other households are prohibited
    • SHORT-TERM RENTALS: Hotels and lodging entities in a county under the Regional Stay Home Order:
      • Cannot accept or honor in-state reservations for non-essential travel
      • Cannot accept or honor out-of-state reservations for non-essential travel, unless the reservation is for at least 10 days (the minimum time period required for quarantine) and the people identified in the reservation will quarantine in the hotel or lodging entity until at least 10 days have passed. This applies to people arriving in California from other states or countries, including returning California residents.
      • May offer lodging for essential functions and travel, including:
        • COVID-19 mitigation and containment measures
        • COVID-19 treatment measures
        • Accommodation for essential workers or those displaced by fire or other emergencies
        • Housing, including measures to protect homeless populations
  • FOR COUNTIES NOT UNDER A REGIONAL STAY HOME ORDER
    • GATHERINGS: Gatherings of members of more than 3 households prohibited statewide
    • SHORT-TERM RENTALS: When any California region is under a Regional Stay Home Order, no hotel or lodging entity in California can accept or honor out of state reservations for non-essential travel, unless the reservation is for at least the minimum time period required for quarantine and the persons identified in the reservation will quarantine in the hotel or lodging entity until after that time period has expired.
  • Mono County: While under the state’s Regional Stay Home Order, short-term lodging facilities may only remain open for COVID-19 mitigation and containment measures, critical infrastructure workers, or persons displaced due to loss of homes from fire

  • TRAVEL: Starting January 7, all air travellers 5 years of age or older will be required to provide proof of a negative COVID-19 molecular test result to the airline prior to boarding international flights bound for Canada; Everyone entering Canada must follow mandatory isolation or quarantine requirements
  • British Columbia: All travelers arriving in B.C. from outside of Canada are required by law to self-isolate for 14 days and complete the federal ArriveCAN application. Additional restrictions are in place through at least February 5, 2021; check the B.C. CDC website for the latest information.
  • Ontario: In Ontario, Canada, social gatherings are limited to a maximum of 10 people, unless all individuals in the group are members of the same household.

View state regulations >

  • GATHERINGS : In counties in Levels Blue, Yellow, and Orange, gatherings limited to no more than 10 individuals from no more than 2 households, with no limit on gatherings of individuals living in the same residence; In counties in Levels Red and Purple, gatherings of individuals from separate households are prohibited
  • Pitkin County: Gatherings of people from different households are prohibited, including in lodging accommodations; Beginning December 14, travelers to Pitkin County who are not residents of Pitkin, Eagle, or Garfield County will be required to sign an affidavit that includes a negative test result for any person over the age of 10 on a test administered within 72 hours prior to arrival, be symptom free for 10 days prior to your travel, and quarantine for 10 days if you have not completed a test

View state regulations >

A September 25, 2020, executive order from Governor DeSantis prohibits local governments from adopting any emergency ordinance that prevents an individual from working or from operating a business

View state regulations >

GATHERINGS: No gatherings of more than 50 people, per Executive Order 11.13.20.01, from November 16 through November 30

View state regulations >

  • TRAVEL: All persons entering the state of Hawaii must quarantine for 10 days upon arrival, unless they receive a negative COVID-19 test taken within 72 hours before departure of the final leg of their trip to the state, and have a negative result in hand before boarding the final leg of the trip. Travel between islands to Maui County and Hawaii County currently requires a pre-travel test. More on pre-travel testing program here
    • Maui: All travelers into Maui County, whether interisland or transpacific, who wish to avoid quarantine by pre-testing within the State’s Safe Travels Program, must additionally download either the AlohaSafe Alert application or another Google-Apple Exposure Notification System application, or enable their exposure notification setting on their mobile device. Proof of registration, such as showing airport screeners or any law enforcement officer, the application installed or setting enabled on a traveler’s mobile device, is required. Failure to register with an exposure notification system prior to arrival into Maui County shall result in mandatory quarantine, except for any individual under the age of 18, or who does not possess a mobile device. Only for those who do not possess a mobile device, at least one individual in their traveling party will be required to comply.
  • SHORT-TERM RENTALS: Travelers subject to a mandatory quarantine cannot complete their quarantine in a short-term vacation rental, and must designate a hotel or other allowed location as their quarantine location
  • Kauai: Effective January 5, 2021, all trans-Pacific travelers arriving on Kauai are subject to a 10-day self-quarantine regardless of testing. Quarantines cannot be completed in a short-term vacation rental. Intercounty travelers five and older are exempt from quarantine if the travelers receive a negative test result from a test taken after they have been physically present in the state of Hawai’i for at least 72 hours.

View state regulations >

GATHERINGS: Gatherings of more than 10 people are prohibited unless they are members of the same household

View state regulations >

TRAVEL: Travelers 18 and over from outside of Maine, Vermont, or New Hampshire checking into any lodging in Maine must sign a Certificate of Compliance indicating they have received a negative result taken within 72 hours prior to arrival, that they will quarantine for the shorter of 10 days or the duration of their stay, or that they have already completed a quarantine in Maine

View state regulations >

TRAVEL: Anyone entering the state must get a COVID-19 test upon arrival or within 72 hours before travel to Maryland; travelers must quarantine while awaiting test results; testing sites can be found using http://covidtest.maryland.gov

View state regulations >

TRAVEL: All visitors and returning residents, unless coming from a lower-risk state, must complete a Massachusetts Travel Form prior to arrival, and either quarantine for 10 days or produce a negative COVID-19 test result administered within 72 hours prior to arrival

GATHERINGS: Indoor gatherings in private homes, event venues, and public spaces are limited to 10 people, December 26 until noon on January 24, 2021.

View state regulations >

GATHERINGS: Gatherings in residential venues are limited to no more than 10 people from no more than 2 households, through January 31, 2021

View state regulations >

GATHERINGS: Private gatherings are limited to no more than 10 people from no more than 2 separate households, and the state’s face covering requirement has been extended to private gatherings

View state regulations >

TRAVEL: Travelers arriving from out of the country, from a cruise ship, or from outside of the New England states must quarantine for 10 days upon arrival, or quarantine for 10 days prior to arrival as long as public transportation was not used to get to the state; quarantine can be shortened to 7 days with a negative molecular test result

View state regulations >

  • TRAVEL: Travelers from high-risk states must quarantine for the shorter of 14 days or the duration of their stay upon arrival
  • SHORT-TERM RENTALS : Beginning December 2, any home, apartment, condominium, or other similar space that is offered as a vacation rental may operate but may not exceed 10 guests in Green Level counties, and 5 guests in Yellow and Red Level counties; county levels can be found here

View state regulations >

  • TRAVEL: Travelers from a non-contiguous state must quarantine for 14 days upon arrival unless they receive a test within 72 hours of arrival quarantine for 3 days, followed by another test on the 4 day to exit quarantine upon receipt of a second negative result; all travelers must complete a Traveler Health Form
  • GATHERINGS: Indoor and outdoor private gatherings at private residences are limited to no more than 10 people

View state regulations >

  • TRAVEL: Beginning December 11 until 5:00 PM on January 29: Between 10:00 PM and 5:00 AM, all individuals in North Carolina must stay home or at the place they will stay for the night, with limited exceptions explained in the order
  • GATHERINGS: From December 11 through 5:00 PM on January 29, gatherings are limited to 10 people indoors and 50 people outdoors; Does not apply to people residing together in the same household

View state regulations >

  • TRAVEL: Recommended quarantine for 14 days upon arrival from outside of the state
  • GATHERINGS: Beginning December 3, gatherings are limited according to the risk level of each county: 6 people from a recommended limit of 2 households in Extreme Risk and High Risk; 8 people from a recommended limit of 2 households in Moderate Risk; and 10 people from a recommended limit of 4 households in Lower Risk. Risk levels of each county can be found in map or table form here
  • SHORT-TERM RENTALS: The at-home gathering limit applies for the designated risk level of the county where the vacation rental is located. Renters are required to follow the Sector Guidance for Gatherings.

View state regulations >

TRAVEL: Travelers must have a negative COVID-19 test within 72 hours prior to arrival, or they must quarantine for 10 days upon arrival without a test, or 7 days with a negative test on or after day 5 of quarantine

View state regulations >

Cameron County prohibits social gatherings of more than 10 persons that are not members of a single family, through February 5, 2021

Bexar County requires Household Social Gatherings to be limited to 10 persons

View state regulations >

GATHERINGS: The state recommends gathering sizes be limited to 10 or fewer in counties with High or Moderate levels of transmission; 50 or fewer in counties with Low level transmission

View state regulations >

  • TRAVEL: Travelers arriving in a personal vehicle must complete a 14-day quarantine in their home state or upon arrival, or a 7-day quarantine followed by a negative test; Travelers using short-term lodging must sign a Certificate of Compliance; Travelers may not stay with a Vermont host or stay in a Vermont lodging establishment or short-term rental with another household. Even if you have completed a quarantine, or intend to quarantine with another household, you may not gather with another household in Vermont.
  • GATHERINGS: Gatherings of individuals from separate households are prohibited through January 15; Individuals who live alone may gather with no more than one other household.

View state regulations >

TRAVEL: All individuals in Virginia should remain at their place of residence between the hours of 12:00 a.m. and 5:00 a.m., with limited exceptions, December 14-January 31

GATHERINGS: December 14-January 31, 2021, all public and private in-person gatherings of more than 10 individuals who do not live in the same residence are prohibited; This restriction does not apply to the gathering of family members living in the same residence

View state regulations >

  • TRAVEL: Recommended 14-day quarantine upon arrival to the state for non-essential travel
  • GATHERINGS: In Phase 1 regions, indoor social and at-home gatherings are prohibited; In Phase 2 regions, indoor social and at-home gatherings are limited to 2 households, with a maximum of 5 people from outside your household (Phases by County found here)


*Travel advisories are intended for informational purposes only, and should not be considered legal advice.