Support and contact

In most areas, you can book a Vacasa home if you are 21 or older. Some of our homes are in communities with higher age requirements. We’ll make it clear in the home’s description and agreement when that’s the case.

No. We don’t start counting kids toward the occupancy until they’re over the age of two. (There are exceptions in certain communities, but we’ll make it clear in the home’s description and agreement when that’s the case.)

We have lots of dog-friendly homes to choose from—just check the home’s listing, and make sure to add your dog to your reservation.

If you have an existing reservation, updated policies for reservation changes and cancellations are in place due to coronavirus (COVID-19).

Visit our cancellation page to receive your full reservation cost as Vacasa credit. You can claim your credit in less than a minute.

You can also log into your Trip Manager to cancel.

Note: 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.

When making a new reservation, if you cancel:

• Within 24 hours of booking, you’ll receive a full refund.
• 30 days or more before your trip, you’ll receive a refund of any rental payments you’ve made, minus the booking fee.
• Within 30 days of your trip, refunds are only given if you’ve purchased Trip Protection and the reason for your cancellation falls within its guidelines (see below).

Want more details? View our full rental agreement here.

Trip Protection is an optional supplement to your reservation. When you opt in for Trip Protection, you’ll be eligible for a full refund for any nights canceled due to illness, death in the family, flight delays, flight cancellations, or road closures due to bad weather. You can purchase it up to 30 days before your reservation. (If you’re booking within 30 days of check-in, you can add Trip Protection up to 24 hours from the time of making the reservation.)

Many reservations are eligible for payment in installments. If partial payment is available for your reservation, you will be offered that option when you check out.

We’ll stock every Vacasa home with linens (sheets and towels) and supply a starter pack of toilet paper, paper towels, dish soap, and laundry detergent. Download the Vacasa app or check your Trip Manager for more specific details on your Vacasa home.

At Vacasa, the health and safety of our guests, homeowners, and employees is our number one priority. Read about the actions we're taking across all of our regions, offices, and homes.

An updated policy is in place due to coronavirus.

To receive your full reservation cost as Vacasa credit, visit our cancellation page. You can claim your credit in less than one minute.

You can also log into your Trip Manager to cancel.

Note: 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.

You can make these changes to your reservation in your Trip Manager.

We’ll know if early check-in is available by 9 a.m. on the day of your arrival. Check the Vacasa app or your Trip Manager for the latest details.

Please check the Vacasa app or your Trip Manager for specific instructions.

We offer late check-out whenever possible for a small fee. Visit the Vacasa app or your Trip Manager to see if it's available and add it to your reservation.

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.

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