Support and contact

Our COVID-19 guest resource guide includes a list of travel restrictions that affect Vacasa vacation destinations.

We recommend that you also check local guidelines about masks or face coverings, which are required in some destinations and situations.

Your Vacasa home will be thoroughly cleaned and disinfected before you arrive, as part of our Vacasa Premium Clean program. We’ve also increased the time our trained housekeepers spend caring for each home, so you can feel secure on your vacation.

Learn more about Vacasa Premium Clean >

We've adjusted our procedure for maintenance requests, for your safety and that of our staff. We’ll only visit a home during your stay if there’s an emergency maintenance issue. An emergency maintenance phone number will be provided when you arrive.

Contactless check-in is available wherever possible, even at many properties with front desks (which may have limited hours or service at this time). Many of our homes are already equipped with lockboxes or smart locks. An email on the day of check-in will include detailed instructions specific to your stay.

If your Vacasa home includes access to shared amenities, please be aware that we cannot guarantee they’ll be open during your stay. As local policies change by the hour, access to amenities is beyond our control. We encourage you to check local regulations before your trip so you can be as prepared as possible. Read our COVID-19 resource guide to find out some of the restrictions that might affect your destination.

We created a resource guide to help our homeowners navigate the current travel climate. We update it often, so check back regularly for the most current information.

Read the homeowner COVID-19 resource guide >

If you need to cancel your reservation for any reason, our worry-free booking policy allows you to do so easily. Here are your options:

• At least 7 days before check-in: Cancel and receive a Future Stay Credit for 100% of your reservation cost. You can redeem the credit for a new trip within the next 15 months—and you can even pick a different Vacasa home or destination.
  Cancel and receive a Future Stay Credit ›
  
• At least 30 days before check-in: Cancel and receive a refund (minus the booking fee) by logging into 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.
  Access your Trip Manager ›

Note: Reservations in Delaware or North Carolina are not eligible to be cancelled online—read the full policy for details. 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. Reservations originally made through Airbnb or certain other booking partners are also not eligible for cancellation on Vacasa.com. You will need to request a refund through the third-party app or website where you booked your reservation.

You can visit the Vacasa mobile app or your Trip Manager to view your reservation details and update the number of guests and/or pets.

The standard check-in time allows our housekeeping team to fully prepare the home for your arrival, so we do not schedule early check-ins. Check the Vacasa app or your Trip Manager to confirm your check-in time.

You’ll get an email the morning of check-in with any entry codes and instructions you need to get inside your Vacasa home.

If you don't receive the email, or you won't have internet access the morning of check-in, you can call 800-544-0300 to request entry codes within 24 hours before your arrival.

Start with our guide to lockboxes and smart locks. If you’ve tried the tips in that guide and are still having trouble, give us a call at 800-544-0300.

Make sure you’ve checked the driving directions in your check-in email. Then, try using Google Maps, Apple Maps, or Waze. Call us at 800-544-0300 if you're still unable to find the home.

Please check the Vacasa app or your Trip Manager for specific instructions about your home's amenities.

For internet issues, unplug the router, then wait two minutes and plug it back in. Wait another two to five minutes before you try to connect.

We currently do not offer late check-out. Our standard check-out time is 10:00 a.m.

Your feedback is invaluable to our team, our homeowners, and our future guests! We’ll email you after your stay asking for a review of your Vacasa home and your experience with us.

We publish all reviews that help guests choose whether a Vacasa home is right for them. Your honest feedback about a home’s location, furnishings, and layout—positive or negative—is crucial. If a review isn’t helpful to future guests (like complaints about poor weather during a stay), it may not be shared publicly. Of course, any guest feedback about customer service or housekeeping is always shared with our management teams for appropriate follow-up and coaching.

We can mail you your lost item for a $25 processing fee, plus shipping, within two weeks of your stay. Give us a call at 800-544-0300 to arrange a shipment. Otherwise, we’ll donate it to a local charity.

Visit our login page and create an account using your email address, Google account, or Facebook account. If you use your email address, you’ll also need to set a password.

Creating an account is optional, but it’s a great way to save your information for faster booking and view your trips at a glance. You’ll also need an account to get the benefits of our mobile app—which gives you easy access to driving directions, lockbox codes, WiFi passwords, and more, so you can focus on enjoying your vacation.

If you create an account specific to Vacasa, choose a strong password and don’t share it or reuse it on other websites. We highly recommend the use of a password manager so you can create a unique login. You can also log in with your existing Facebook or Google account.

Vacasa will never ask you for your account password. If someone claiming to be from Vacasa asks you for this information, please let us know right away at security@vacasa.com.

Please contact us right away at 888-602-6166.

Follow these steps to reset your password:

1. Visit https://accounts.vacasa.io/account/recover.
2. Enter the email address associated with your account and click “Continue.”
3. Check your email for a message from us. (The subject line will be “Reset your Vacasa account password.”)
4. Click the “Reset Your Password” button.
5. Enter a new password and click “Continue.”

Please read our Privacy Policy for details on the personal information that we gather in order to facilitate your vacation, and a description of how we use that information.

After your initial account setup, we may send you the following email notifications to help keep your account secure and make you aware of activity on your account:

• Password reset
• Confirmation of a linked Facebook or Google account

As a security measure, your Future Stay Credit is automatically linked to the email address used to book your original reservation (the reservation that you canceled and received credit for). To redeem the credit on Vacasa.com, you’ll need to create an account with the same email address—or log in, if you already have an account with that email address.

Once you’re logged in, the Future Stay Credit will appear as a payment option when you make a new reservation.

Log in or create an account >

After you log in or create an account with the email address used for your original reservation, you can see your available Future Stay Credit in your Vacasa profile.

A Future Stay Credit expires 15 months from the date of issue. If you book a trip using the credit, the check-in date must be before the credit’s expiration date.

If you book a trip that costs less than your credit amount, you can apply the credit and keep any remaining balance in your account. You can use the rest of the credit later on another reservation.

You do have to use the credit all at once if you choose to apply it to a trip that costs more than your credit amount.

We ask for a valid credit card at the time of booking in case you make changes to your reservation later, or incur charges before or during your stay.

Yes—if you have more than one Future Stay Credit in your account, you can use any or all of them to pay for a trip.

Please note that you cannot combine your Future Stay Credit with someone else’s. All credits used on a single reservation must be associated with the same Vacasa account and email address.

No, Future Stay Credits are non-transferable. Only the original reservation holder who the credit was issued to can use it.

If you book a trip using a Future Stay Credit and later cancel it, our standard cancellation policies apply. If you’re eligible for a refund, any portion of the reservation that you paid for with credit will be refunded as credit. In other words, you cannot convert any portion of a Future Stay Credit into a cash refund.