Coronavirus resource guide for our vacation rental guests

Updates on our response to COVID-19

Last updated: December 2, 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—and we know it's important to keep you in the loop as you book and prepare for upcoming travel. We'll update this page as new information becomes available about policies, procedures, and travel advisories.


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 >


Need to cancel?
Your quickest option is to cancel your trip online and receive 100% of the cost as a Future Stay Credit. As long as your check-in date is at least 7 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.


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 >

In addition, 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.


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 888-387-0151 or info@vacasa.com. We advise you to email rather than calling if your reservation is more than 30 days away.



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

Regulations on travel, gatherings, and short-term rentals

We update this information regularly, but please check with the state and local governments of your destination and home state for the most current rules that may apply to your trip (including requirements on face coverings).*

View state regulations >

TRAVEL: Travelers from out of state are required to submit a travel declaration and a negative test, or purchase of a test upon arrival and quarantine until results are available

View state regulations >

  • TRAVEL: Recommended quarantine for 14 days upon arrival from outside of the state
  • GATHERINGS: Gatherings of members of more than 3 households prohibited statewide
  • Town of Mammoth Lakes: Only one household may occupy a rental unit at any given time; Beginning December 1 through April 30, 2021, short-term rentals must be vacant at least 9 days of each calendar month
  • Santa Clara County: Travelers coming directly or indirectly from greater than 150 miles from the county’s borders must quarantine for 14 days upon arrival. Lodging facilities may not provide accommodations to “persons who are using lodging services for non-essential purposes, such as for tourism, other recreational or leisure purposes, or business travel that can be deferred or avoided.”

  • British Columbia: All travelers arriving in B.C. from outside of Canada are required by law to self-isolate for 14 days and complete the federal ArriveCAN application. Additional restrictions are in place through at least December 7; check the B.C. CDC website for the latest information.
  • 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.

View state regulations >

  • GATHERINGS: In counties in Levels Blue, Yellow, and Orange, gatherings limited to no more than 10 individuals from no more than 2 households, with no limit on gatherings of individuals living in the same residence; In counties in Levels Red and Purple, gatherings of individuals from separate households are prohibited
  • Town of Vail: Indoor and outdoor private gatherings may only include individuals from the same household through December 8 at 5:00pm

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GATHERINGS: Indoor gatherings in homes must be capped at no more than 10 people

View state regulations >

A September 25, 2020, executive order from Governor DeSantis prohibits local governments from adopting any emergency ordinance that prevents an individual from working or from operating a business

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GATHERINGS: No gatherings of more than 50 people, per Executive Order 11.13.20.01, from November 16 through November 30

View state regulations >

  • TRAVEL: Trans-Pacific travelers and travelers from Japan must quarantine for 14 days upon arrival, unless they receive a negative COVID-19 test taken within 24 hours before departure of the final leg of their trip to the state, and have a negative result in hand before boarding the final leg of the trip. Travel between islands to Maui County and Hawaii County currently requires a pre-travel test. More on pre-travel testing program here
  • SHORT-TERM RENTALS: Travelers subject to a mandatory quarantine cannot complete their quarantine in a short-term vacation rental, and must designate a hotel or other allowed location as their quarantine location
  • Kauai: Effective December 2, 2020, all travelers arriving on Kauai are subject to a 14-day self-quarantine regardless of testing, and all travelers will receive a temperature screening upon arrival. Quarantines cannot be completed in a short-term vacation rental

View state regulations >

GATHERINGS: Gatherings of more than 10 people are prohibited unless they are members of the same household

View state regulations >

TRAVEL: Travelers 18 and over from outside of Maine, Vermont, or New Hampshire checking into any lodging in Maine must sign a Certificate of Compliance indicating they have received a negative result taken within 72 hours prior to arrival, that they will quarantine for the shorter of 14 days or the duration of their stay, or that they have already completed a quarantine in Maine

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TRAVEL: All visitors and returning residents, unless coming from a lower-risk state, must complete a Massachusetts Travel Form prior to arrival, and either quarantine for 14 days or produce a negative COVID-19 test result administered within 72 hours prior to arrival

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GATHERINGS: Gatherings in residential venues are limited to no more than 10 people from no more than 2 households, through December 8, 2020

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GATHERINGS: Montanans urged (not mandatory) “in the strongest terms” to limit involvement in any in-person gatherings of 15 or more people—“including private gatherings inside a home” beginning November 20

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GATHERINGS: Private gatherings are limited to no more than 10 people from no more than 2 separate households, and the state’s face covering requirement has been extended to private gatherings, through December 15

View state regulations >

TRAVEL: Travelers arriving from out of the country, from a cruise ship, or from outside of the New England states must quarantine for 14 days upon arrival, or quarantine for 14 days prior to arrival as long as public transportation was not used to get to the state; quarantine can be shortened to 7 days with a negative molecular test result

View state regulations >

  • TRAVEL: Travelers from high-risk states must quarantine for the shorter of 14 days or the duration of their stay upon arrival
  • SHORT-TERM RENTALS: Beginning December 2, places of lodging, including vacation rentals, may operate up to 75% of maximum occupancy in Green Level counties, 60% in Yellow Level counties, and 40% in Red Level counties; county levels can be found here

View state regulations >

  • TRAVEL: Travelers from a non-contiguous state must quarantine for 14 days upon arrival unless they receive a test within 72 hours of arrival quarantine for 3 days, followed by another test on the 4 day to exit quarantine upon receipt of a second negative result; all travelers must complete a Traveler Health Form
  • GATHERINGS: Indoor and outdoor private gatherings at private residences are limited to no more than 10 people

View state regulations >

  • TRAVEL: Recommended quarantine for 14 days upon arrival from outside of the state
  • GATHERINGS: Beginning December 3, gatherings are limited according to the risk level of each county: 6 people from a recommended limit of 2 households in Extreme Risk and High Risk; 8 people from a recommended limit of 2 households in Moderate Risk; and 10 people from a recommended limit of 4 households in Lower Risk. Risk levels of each county can be found in map or table form here

View state regulations >

TRAVEL: Travelers must have a negative COVID-19 test within 72 hours prior to arrival, or they must quarantine for 14 days upon arrival. Travelers may leave quarantine if they receive a negative test result during the 14-day travel quarantine period

View state regulations >

Nashville limits gatherings of separate households to 8 people from November 23 through December 13

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Cameron County prohibits social gatherings of more than 10 persons that are not members of a single family, through January 4, 2021

Bexar County requires Household Social Gatherings to be limited to 10 persons

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GATHERINGS: The state recommends gathering sizes be limited to 10 or fewer in counties with High or Moderate levels of transmission; 50 or fewer in counties with Low level transmission

View state regulations >

  • TRAVEL: Travelers arriving in a personal vehicle must complete a 14-day quarantine in their home state or upon arrival, or a 7-day quarantine followed by a negative test; Travelers using short-term lodging must sign a Certificate of Compliance; Travelers may not stay with a Vermont host or stay in a Vermont lodging establishment or short-term rental with another household. Even if you have completed a quarantine, or intend to quarantine with another household, you may not gather with another household in Vermont.
  • GATHERINGS: Gatherings of individuals from separate households are prohibited through December 15; Individuals who live alone may gather with no more than one other household

View state regulations >

GATHERINGS: Public and private indoor and outdoor gatherings limited to 25 people

View state regulations >

  • TRAVEL: Recommended 14-day quarantine upon arrival to the state for non-essential travel
  • GATHERINGS: No gatherings of individuals from separate households unless they complete a 7-day quarantine and receive negative tests, starting November 16 for at least four weeks


*Travel advisories are intended for informational purposes only, and should not be considered legal advice.