Support and contact

Planning your trip 

How old do I have to be to rent a Vacasa home? 

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.

Does my baby count towards the total occupancy? 

No. We don’t start counting kids towards 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.)   

What is your pet policy?

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.

What’s your cancellation policy? 

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). 
  

What’s Trip Protection? 

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.)

Can I pay in installments? 

We usually require payment in full at the time of booking. But, if you’re making a reservation more than 60 days in advance, give us a call at 800.544.0300 to set up an installment plan. 

What can I expect to find in the home?  

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

Managing your reservation

I need to cancel my reservation.

Please visit your Trip Manager for cancellations. 

I need to change dates, guests, or pets on my reservations. 

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

Can I check in early? 

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

During your stay

I can’t get the TV/internet/hot tub/fireplace to work. 

Please check your Trip Manager for specific instructions. 

Can I check out late?

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

I left something behind.

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.