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.
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).
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.
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, 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.
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.
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 firstname.lastname@example.org. (If you are a guest, please use the contact information below.)
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 email@example.com. We advise you to email rather than calling if your reservation is more than 30 days away.
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.
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
GATHERINGS: No gatherings of more than 50 people, per Executive Order 11.13.20.01, from November 16 through November 30
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
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
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
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
*Travel advisories are intended for informational purposes only, and should not be considered legal advice.