Coronavirus resource guide for our vacation rental guests

Updates on our response to COVID-19

Last updated: November 29, 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.

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.

Learn about our cancellation policy >


Need to cancel?
If you cancel 30+ days before check-in, you can receive a refund (minus the booking fee and associated taxes) by logging in to your Trip Manager. If you don’t have an existing Vacasa account, you’ll be prompted to create one—it takes just a couple of minutes.

Note: A few exceptions apply, based on booking channel and destination. You'll see your options once you've logged in.


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.*

  • TRAVEL: Traveling to Canada is currently restricted. For up-to-date restrictions please visit this website.
  • British Columbia: Province-wide restrictions apply. For up-to-date information regarding province-wide restrictions please visit this page.
    • For more information regarding restrictions in Whistler please visit Tourism Whistler.
  • Ontario: Province-wide restrictions apply. For up-to-date information regarding province-wide restrictions please visit this page.

  • Pitkin County: Travelers must review the county’s Traveler Responsibility Code, which includes a requirement for everyone aged 2 and older to wear a face covering in all indoor settings, regardless of vaccination status.

TRAVEL: All air passengers entering the United States (including U.S. citizens and Legal Permanent Residents) must present a negative COVID-19 test, taken within three calendar days of departure or proof of recovery from the virus within the last 90 days​. Airlines must confirm the negative test result or proof of recovery for all passengers two years of age and over prior to boarding. ​Airlines must deny boarding of passengers who do not provide documentation of a negative test or recovery.

View state regulations >

  • TRAVEL: Travelers entering the state who have been fully vaccinated in Hawaii may bypass quarantine without a pre-travel test. Upload the vaccination recording to Safe Travels or have it in hand when arriving in Hawaii. Pre-travel test for all others entering the state. All restrictions on inter-county travel lifted on June 15. Starting July 8, fully vaccinated travelers from U.S. states and territories can bypass quarantine/testing requirements.
  • 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
  • Maui: In addition to the Hawaii Safe Travels pre-travel testing program, travelers to Maui must download either the AlohaSafe Alert application or another Google-Apple Exposure Notification System application, or enable their exposure notification setting on their mobile device

View state regulations >

TRAVEL: International travelers eligible to travel to the United States under national guidelines who have been fully vaccinated should get tested with a viral test 3-5 days after travel. If not fully vaccinated, international travelers who arrive in Maine within 7 days of arrival to the U.S. must quarantine for 7 days and get a COVID test 3-5 days after arrival in the U.S.

View state regulations >

TRAVEL: Travelers arriving from outside the country or from a cruise ship must quarantine for 10 days upon arrival; quarantine can be shortened to 7 days with a negative molecular test result (exceptions for fully vaccinated people, and people who have been diagnosed with COVID-19 within the last 90 days)


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