An update on coronavirus (COVID-19)

Here's what you need to know.

Last updated: April 1, 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.


Vacasa’s task force

We have established a task force that is actively monitoring the situation around COVID-19. Our task force meets daily and is taking action to support the safety of our guests, homeowners, employees, and communities.


Guest reservations

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 also offer a variety of standalone, private vacation homes with no shared amenities.

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 to travel right now. We encourage you to consult current CDC travel advisories for any concerns about traveling.

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.

Your quickest cancellation option is to get 100% of your reservation cost as credit for a future stay. You can claim your credit in less than a minute and use it at any Vacasa home when you're ready to travel.

Additional options
Under the updated policies currently in place, you have the following options:

  • Change your reservation to another Vacasa home in any location (with no change fee).
    ∙ Note: if the new reservation cost is higher, you’ll be asked to pay the difference.
  • Cancel your reservation online in exchange for 100% credit (with no change fee), as noted above.
  • If your reservation check-in date is 30 or more days from today, cancel for a refund minus the booking fee and associated taxes in accordance with our standard cancellation policy.
    ∙ Refunds may not be available for certain reservations outside the U.S. and Canada.
    ∙ Reservations made on a third-party site (such as Airbnb or Vrbo) may be subject to that channel’s terms and conditions if they differ from Vacasa’s. Please check the site where you originally booked your trip.

Please log in to your Trip Manager to see cancellation options for your specific reservation.

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

Updated housekeeping standards
Between each stay in a Vacasa home, our professional housekeeping teams are taking extra precautions to mitigate the spread of coronavirus. Our local cleaning and maintenance teams have deployed enhanced cleaning procedures, in line with World Health Organization (WHO) and Health and Safety Executive (HSE) recommendations, across all of our regions, offices, and homes.

Use of bleach
We are leveraging expanded cleaning measures, including sanitizing high-touch surfaces and introducing bleach-based cleaning solution, bleach-based wipes, and hand sanitizer to our housekeeping supplies where available. We are doing our best to keep everything in stock, as supplies are fluctuating globally.


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.)


Safety recommendations

The best line of defense against coronavirus is taking measures to avoid exposure. These are the a few of the most effective preventative measures we can all practice:

  • Wash your hands frequently with soap—and for at least 20 seconds.
  • Use hand sanitizer if you do not have access to soap and water.
  • Avoid touching your face.
  • Avoid contact with sick people, and stay home and seek medical attention if you feel ill.

Read the CDC recommendations for further information.

What should I do if I am exposed to coronavirus during my stay? 
Please contact us if you feel you were at risk of exposure during your trip, so we can help you and take necessary precautions to protect future guests and employees. Our Customer Experience team can be reached at 1-888-387-0151 or via email at 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.