Coronavirus resource guide for our vacation rental guests

Updates on our response to COVID-19

Last updated: September 9, 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.


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.

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.

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 about where and when you travel.

We’re offering simple, flexible change and cancellation policies (including options with no extra fees).

Learn about our cancellation policy >


If you need to cancel your trip, your quickest option is to do so online and receive 100% of the cost as a Future Stay Credit. As long as your check-in date is at least 30 days away, you can claim your credit in less than a minute and use it on a new Vacasa stay when you're ready to travel.

Cancel and receive a Future Stay Credit >

You can also log in to your Trip Manager to see cancellation options for your specific reservation.


If Vacasa cancels

If Vacasa cancels your reservation because the property you reserved is unavailable (for example, in compliance with a government closure order) and we are not able to accommodate you in a comparable property, you will be given the option to receive a full refund.


Travel advisories

More and more state and local governments are requiring masks or face coverings to be worn in a growing number of situations. Please check the local rules prior to your stay so you can be prepared.

In addition, note that there are travel advisories and other regulations in place in Alaska, Florida, Hawaii, Maine, Massachusetts, New Hampshire, New Mexico, New York, Ontario, and Vermont, as well as Riverside County and San Bernardino County, California. If you're planning to travel to one of these locations, we recommend that you inform yourself about the local regulations.

  • Alaska: Nonresident travelers coming from out of state have options to, in summary: (1) submit a travel declaration and self-isolation plan through an online portal and arrive with proof of a negative COVID-19 test taken within the last 72 hours; or (2) purchase a COVID-19 test for $250 upon arrival in Alaska, and self-quarantine at your expense until results arrive. However, these are not the full requirements, and all travelers (regardless of residency) should consult the Alaska travel website and follow guidelines surrounding testing and self-isolation.
    Read more on Alaska regulations >
  • Florida: Individual counties in Florida may have their own restrictions for travelers, which you can view here. Travelers must follow the restrictions specific to the county in which they are staying. 
    Read more on Florida regulations >
  • Hawaii: Per county and state restrictions, our properties in Hawaii are open to the following guests only: (1) out-of-state or inter-island visitors who have already completed a 14-day self-quarantine in the state; (2) individuals arriving on recreational boats that have been at sea for at least 14 days, as long as no one on the boat is ill or experiencing COVID-19 symptoms; (3) Hawaii residents who have left the state to perform critical infrastructure work (note: these guests must wear appropriate protective gear and practice social distancing). Inter-island travelers (except for arrivals on Oahu) must self quarantine for the shorter of 14 days or the duration of their stay, and the quarantine cannot be completed in a short-term rental.
    Read more on Hawaii regulations >
  • Maine: As of July 3, travelers from Connecticut, Maine, New Hampshire, New Jersey, New York, and Vermont are exempt from quarantine requirements. Visitors from all other states must sign a form at check-in attesting to the fact that they: (1) have received a negative COVID-19 test within the last 72 hours; (2) will self-quarantine in Maine for 14 days; or (3) have already completed their 14-day self-quarantine in Maine.
    Read more on Maine regulations >
  • Massachusetts: As of August 1, all travelers arriving in Massachusetts must self-quarantine for 14 days, with the following exemptions: visitors from lower-risk states (currently NY, NJ, CT, ME, RI, VT, NH, and HI, but subject to change); people passing through Massachusetts in transit to another place; people commuting for work or school; patients receiving medical treatment; military personnel required to travel to the state; and people performing critical infrastructure services.
    All travelers over 18 and unaccompanied minors must complete the online Massachusetts Travel Form, unless they are traveling from a lower-risk state or fall within one of the other exemptions listed above. On the travel form, travelers can certify that they received a negative COVID-19 test result no more than 72 hours before arrival and thus are also exempt from self-quarantine. Travelers required to quarantine may leave the state before the 14 days are over, but they must comply with rules issued by the Department of Public Health for departure.
    Read more on Massachusetts regulations >
  • New Hampshire: Guests arriving in New Hampshire must sign a document attesting that they are traveling from within New England (Connecticut, Massachusetts, Maine, New Hampshire, Rhode Island, and Vermont) or that all the person(s) staying at the lodging facility remained at home for at least 14 days before arriving in New Hampshire, only going out for essential items and when outside of the home maintaining social distancing and wearing face masks when within less than 6 feet of another person during this 14-day “quarantine.”
    Read more on New Hampshire regulations >
  • New Mexico: Anyone arriving in New Mexico from outside the United States, or from a state with a positive test rate higher than 80 per 1,000,000 residents or a test positivity rate greater than or equal to 5% over a seven-day rolling average, must self-isolate or self-quarantine for at least 14 days from the date of entry into New Mexico, or for the duration of their stay if shorter. Travelers who can show documentation of a negative COVID-19 test taken within 72 hours prior to arrival are exempt from the quarantine requirement. Those awaiting test results must self-isolate or self-quarantine until they receive the results (note: this exemption does not apply to international travelers). Travelers from states with positivity rates below 80 per 1,000,000 or 5% are advised, but not required, to self-isolate or quarantine.
    Read more on New Mexico regulations >
  • New York: All travelers entering New York from a state with a positive test rate higher than 10 per 100,000 residents, or higher than a 10% test positivity rate, over a seven day rolling average, will be required to quarantine for a period of 14 days consistent with Department of Health regulations for quarantine. View the list of affected states here.
    In addition, all travelers from affected states must complete a traveler form upon entering New York. Those traveling by plane will receive the form from the airline, and those arriving via car, bus, or other methods of transportation must complete it online.
    Read more on New York regulations >
  • Ontario: In Ontario, Canada, social gatherings are limited to a maximum of 10 people, unless all individuals in the group are members of the same household. 
    Read more on Ontario regulations >
  • Vermont: Travelers will need to complete this Certificate of Compliance prior to checking in at a Vacasa property, attesting that they have met these requirements:
    • Vermont residents may travel outside of Vermont to counties across New England and New York that have a similar active COVID-19 caseload to Vermont and return without quarantining if they do so in a personal vehicle. If they travel to a quarantine county or outside of New England and New York, Vermont residents will be required to quarantine in Vermont upon return.
    • Non-Vermont residents who live in certain other non-quarantine counties (in Connecticut, Delaware, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Virginia, West Virginia, and Washington, D.C.) may enter the state without quarantining if they do so via their personal vehicle.
    • Quarantine and non-quarantine counties are noted on this map.
    • All other travelers must follow quarantine guidelines:
      • Effective June 15, 2020: Travelers arriving to Vermont in a personal vehicle may complete either a 14-day quarantine or a 7-day quarantine followed by a negative COVID-19 test in their home state and enter Vermont without further quarantine restrictions.
      • Effective June 15, 2020: Travelers arriving to Vermont via public transportation (plane, train, bus) or from further than a direct car ride would allow may complete either a 14-day quarantine or a 7-day quarantine followed by a negative COVID-19 test in a Vermont lodging establishment or with friends and family (travelers must stay in their quarantine location for the duration of quarantine other than to travel to and from a test site).
    • All travelers who have been outside Vermont in the last 14 days must also register with Sara Alert upon arrival to receive two weeks of daily reminders to check for common symptoms of COVID-19.
      Read more on Vermont regulations >
  • Riverside County, CA: No group gatherings or events are permitted at short-term rentals in Riverside County, CA. We are also implementing a 24-hour rest period between guest reservations.
    Read more on Riverside County regulations >
  • San Bernardino County, CA: Each short-term rental unit in San Bernardino County, CA may be occupied only by members of the same immediate household. Parties and gatherings of people from separate households are prohibited.
    Read more on San Bernardino County regulations >


Our professional housekeeping

Our professional, local teams are committed to providing clean and safe homes for our guests each and every stay. On top of our standard cleaning guidelines, we’ve launched an enhanced protocol for vacation rental cleanliness: Vacasa Premium Clean. This new cleaning program meets or exceeds CDC recommendations and guidance from hospitality industry experts.

Learn about Vacasa Premium Clean >


Here for you

Our thoughts are with you during this time, and we want to do our best to support 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. We advise you to email rather than calling if your reservation is more than 30 days away.

We are continuing to closely monitor this situation as it develops. We'll update this page as new information becomes available.



If you own a vacation rental managed by Vacasa, please visit our homeowner resource page.