Frequently Asked Questions

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Booking & Cancellation

Q: How old do I need to be to reserve a home?
A: In order to reserve one of our vacation homes everyone who is traveling must be at least 21 years old or accompanied by a parent or legal guardian. In some areas, the age requirement may be higher. Please give us a call at 503-345-9399 for more information.

Q: Do infants count toward the maximum occupancy?
A: Generally, children under the age of 2 do not count toward the maximum occupancy.

Q: Can I bring my dog along?
A: Dogs are allowed in many of our homes. Prior to bringing your dog, you must check with Vacasa and pay the required nightly pet fee.

Q: What is the difference between FlipKey/VRBO and your site?
A: VRBO/FlipKey/HomeAway are advertising sites. We are the property management company that manages everything from marketing to maintenance and housekeeping. We advertise on VRBO and other sites to get our homes the most visibility.

Q: Can I bring more people than the maximum allowed listed?
A: Maximum occupancy does not only refer to the number a home can sleep, this is also the number of people allowed in the home at any given time. It is determined by the licensing authority based on the number of exits in the home and fire safety evacuation plan. Some counties or HOA's have codes that are strictly enforced. Please abide by the maximum occupancy number for the home at all times.

Q: What does Trip Protection cover? Is there a time-frame as to when I can add trip protection?
A: If Trip Protection is purchased, you will receive a full refund for any nights of your reservation cancelled due to a death in the family, illness, flight delays, flight cancellations, or road closures due to bad weather. You can add Trip Protection up to 30 days prior to your reservation. If you are booking and your check-in date is already within 30 days into your reservation, Trip Protection may only be added within 24 hours from the time of booking.

Q: I tried to book a reservation online but it gave me an error. How do I know my reservation is secured?
A: When booking online, if you hit the submit button more than once this will result in you receiving an error message that says either your dates are unavailable or that you already have a reservation. Typically the reservation goes through, but you are welcome to call us at 503-345-9399 to confirm.

Q: Can I get a breakdown of the total cost?
A: The rental quote includes all lodging, taxes, and fees. The breakdown of the total cost is in the green box on the website if you book the reservation online at vacasa.com. Simply click the green box to get the breakdown.

Q: What is Vacasa's cancellation policy?
A: You may cancel within the first 24 hours of booking the reservation with a full refund. Rental payments (less the original Booking Fee) are refundable up until 30 days prior to the reservation. We are unable to offer refunds on reservations cancelled within 30 days of the check-in date unless you purchase our optional Trip Protection plan and the reason for cancellation falls within the trip protection guidelines.

Q: What is the pet policy?
A: Pets are permitted in selected homes, depending on owner preferences. Some owners may have pet allergies and we ask that you only bring your pets into pet-friendly homes. The standard fee is $10 per pet, per night, with a minimum rate of $40 per reservation. The pet maximum and fee may vary by unit and will be listed on the home's webpage.

Q: Do you have any homes without a two night minimum stay?
A: Most of our homes have at least a two night minimum stay. We do have some condos and studios that allow for a one night stay and they should appear when searching for your dates.

Q: Do you take partial payments or must I pay in full upon booking?
A: All reservations under $2000 must be paid in full at the time of booking. Reservations over $2000 but within 60 days of check-in must be paid in full at the time of booking. Reservations over $2000 with partial payments and more than 60 days out must be paid in full 30 days before the start date of the reservation.

Q: Do you allow weddings in your homes?
A: Some of our homes do allow weddings with the owner's approval. Depending on the home, there may be additional fees, parking restrictions and guest count maximums. Please call us at 503-345-9399 for more details.

Q: How can I modify my reservation, and are there any fees associated with that?
A: Please call us at 503-345-9399 to help you modify your reservation. There could be additional fees depending on the change occurring, but we will walk you through everything before finalizing it.

Q: Do you have monthly rates for your homes?
A: The maximum number of nights one of our homes can be booked for is 29. Therefore, we do not offer monthly rates. The rates for our homes vary based on day of the week, local events, and season.

Q: I found a better unit than the one I booked, would I be able to modify my reservation and change it to the new unit?
A: It is possible to switch homes as long as the change is made more than 30 days prior to the reservation. If the modification results in a higher rental rate guests are responsible for paying the difference. Reservations can be modified without penalty up to 24 hours from making the reservation.

Q: Would I need to sign a rental contract for renting a vacation rental?
A: By booking a reservation, guests acknowledge and agree to abide by Vacasa's rental policies. Some of our homes will require you to sign a reservation contract agreeing to policies that are specific to that home. We ask that you review and sign the contract and return it to us via email or fax.

Q: How do I go about booking a vacation as a gift for a friend?
A: You can book and pay for a reservation for another person. However, you must ensure that the name and all contact information listed on the reservation, including the email address, are for the person that will be staying in the home.

Q: What is the difference between a hotel and a vacation rental?
A: All of our vacation rentals are owned by private home-owners and can be preferable to hotels for a number of reasons. They are typically more comfortable, offer kitchens for preparing meals and are more accommodating to those traveling with children and/or pets. Vacation rentals also offer a wider variety of accommodations which enables them to fit any vacation need, be that a mountain home for 25 or a beach cottage for 2.

Q: How do I pay for a reservation?
A: We accept the following credit cards: Visa, Mastercard, Discover, American Express. We also accept electronic checks for reservations booked more than 30 days in advance.

Features & Amenities

Q: Is smoking allowed in the home?
A: Smoking is prohibited on the rented premises.

Q: Does the home come with linens and towels, or do I need to bring my own?
A: The home will be equipped with all the basic necessities. All the beds will be made with fresh linens and bath towels will be provided. If you would like beach towels, we recommend bringing those with you.

Q: What items can I expect to find in the home?
A: Please see the features and amenities section of the home listing. Vacasa also provides a few items to get you started, including: shampoo, conditioner, soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dish brush, kitchen trash bags, and small trash can liners. If there is something specific that you require, please make sure you bring it with you.

Q: What cable package does the home have? Will we be able to watch the game?
A: Rental properties are individually owned and each home will have a different cable vs streaming option. Vacasa cannot guarantee Television service or TV Channel availability.

Q: If I want to order the UFC Fight, a movie, or a game can I do so and have it charged to my credit card on file?
A: Our homes generally do not provide any sort of pay-per-view service.

Location & Access

Q: How do I obtain the keys?
A: We will e-mail check-in instructions 7 days prior to your stay including driving directions and the code to the lock box or electronic deadbolt.

Q: The lockbox only has one set of keys. Can we get another set?
A: We prefer the keys stay in the lockbox so that each member of your party can access the home at any time. This will eliminate the need for multiple key sets. It also prevents the keys from getting lost.

Q: There are two lockboxes here. Am I using the right one?
A: The lockbox closest to the door or on top is usually the guest lockbox. The other one is for our cleaning and maintenance staff. Occasionally the plates get swapped. If you are having trouble getting in using the code, try it on the other lockbox.

Housekeeping & Maintenance

Q: Can I not pay the cleaning fee if I clean the home myself, rather than using your cleaning services?
A: No. Guests are not allowed to clean after their own stay. Our housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.

Q: We've run out of toilet paper. Can you bring us some more?
A: Vacasa provides a starter kit of supplies only. If you think you will need more than what is provided, please make sure to bring some with you.

Q: We can't find any paper towels or dishwashing detergent. Can you bring us some?
A: Please check in all cabinets (under the sink, above the refrigerator) and if you cannot find what you are looking for, we will gladly reimburse you for picking some up. The same goes for the following items: shampoo, conditioner, soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher pacs/pods, dish brush, kitchen trash bags, small trash can liners, and propane for the grill.

Q: We can't get the fireplace/internet/hot tub/etc. working. Are there instructions in the house?
A: You should have received an email from us with check-in instructions that includes a link to a digital guest binder. With your reservation number, you will have access to all your house instructions. However, if no instructions are found or if you need further assistance please contact one of our Customer Service Agents at 503-345-9399.

Q: I am allergic to pet dander and other smells, but I want to stay in a pet friendly home. Is there any way to ensure that I won't be bothered by them for my stay?
A: All our homes are thoroughly cleaned after each stay. However, we are unable to guarantee that you will not have a reaction to a home that has been regularly occupied by pets.

Check-in & Check-out

Q: What are the check-out procedures?
A: Check-out is at 11AM and upon your departure we ask that you start the first load of laundry if there is a washer and dryer in the home. If you have time to begin a second load it is greatly appreciated by our housekeeping staff. A $75 per hour fee will be assessed for failing to vacate the unit by the agreed upon check-out time.

Q: Do I have to check in by a certain time?
A: Check-in is at 4 PM and guests can arrive any time after. There are some cases when early check-in is available. If that is the case, we will email you the morning of your stay to inform you that an early check-in option is available. Please note that we will not be able to confirm or deny an early check in request prior to the day of check in due to our cleaning schedules.

Q: Do you allow early check-ins?
A: An early check-in is dependent on whether or not the housekeeper has time to fully clean the home before your arrival. If guests are checking out the same day that your reservation begins, an early check-in is not allowed as it will not allow the housekeeper enough time to fully prepare the home for you. We will email you the morning of your check-in if early check-in is available.

Q: Can I get a late check out?
A: Late check-out is available if we do not have another reservation that night. There is a fee (plus taxes) associated. The fee varies from house to house. We can tell you if a late check-out is available three days before check-in. If you pay for late check-out you will have the home until 7pm the day you check-out.

After your stay

Q: What is your lost and found policy?
A: We will return your lost item to you if you call us within two weeks of your departure date. We do charge a $25 fee, plus shipping to cover the cost of labor, drive time, and postal fees. Any items not claimed within two weeks will be donated to a local charity.