Coronavirus homeowner resource guide

What we’re doing to navigate through COVID-19 together

Last updated: May 15, 2020

During this time of uncertainty and change, we are committed to supporting you. Our team will stay in close communication with you during this challenging time and are always available when you need us. We created this resource page for on-demand access to the latest guidance and information and will keep it updated regularly.


May operations and the care of your home

May operations

Throughout the COVID-19 pandemic, Vacasa’s top priority has been the health and safety of our employees, homeowners, guests, and communities.

Over the last several weeks, we have been working around the clock to ensure our policies reflect the latest recommendations and requirements, from cleaning to operational regulations. For the month of April, we made the difficult, yet necessary, decision to pause our operations for the health and safety of our employees and our communities.

We are excited to announce that as of May 1, 2020, Vacasa has resumed operations in all areas where local regulations allow.

We’ve worked closely with our supplier network and we have been able to responsibly secure all necessary cleaning products to ensure the safety of your home, guests, and Vacasa employees. You can read more about our continued commitment to and expansion of health and safety procedures below.

We are also actively monitoring travel restrictions across our markets and are keeping Vacasa.com updated with appropriate notices for guests. Online listings for properties in affected areas now display a banner to alert guests that a travel advisory is in place, and to direct them to information on the actions they should take.

Our teams are eager and excited to get back to work and support your guests. Before your next guest arrives, we’ll ensure your home is clean and ready for great memories to be created. You can continue to expect emails and communication from your local teams as restrictions are lifted; however, if you have specific questions about reopening your home, please reach out to your local contact.

To hear more about these updates, you can watch our recorded webinar hosted on May 13 with Vacasa CEO Matt Roberts and COO Bob Milne.


The care of your home

As a professional management company, our high standards of home and guest care are more important now than ever. With our consistent cleaning processes and around-the-clock support, our business model gives guests extra confidence and makes it possible for them to invest in a worry-free and well-deserved trip.

In addition to our standard housekeeping procedures, we've launched an enhanced protocol for vacation rental cleanliness: Vacasa Premium Clean. Here are a few key points about the program:

  • Personal protective equipment: Employees will be provided with, and expected to wear, personal protective equipment (gloves and face masks) at all times while visiting homes for maintenance, housekeeping, or any other purpose.
  • Enhanced sanitizing and disinfecting processes: Once a home is thoroughly cleaned, we treat both hard and soft surfaces with a hospital-grade, EPA-approved disinfectant, paying special attention to high-touch surfaces.
  • Additional time for cleaning: We’ve implemented operational changes to give our housekeepers more time in each home, such as making check-out times earlier and removing offers of late check-out or early check-in for the next 30 days.

As cleanliness continues to be a top priority for guests across the travel industry, Vacasa Premium Clean helps set your home apart from other lodging options they might have. Plus, this extra level of care for your home comes at no added cost to you or your guests.

Learn more about Vacasa Premium Clean >


Looking ahead

What we're seeing

Since mid-April, we’ve seen a steady improvement in the number of reservations created each day. As we start to open up more markets, we expect to see additional reservations in the near-term, especially in locations within driving distance. Here are some trends we’re seeing across the industry:

One unique aspect of Vacasa is our access to and utilization of data. This allows us to make informed decisions and strategies—which is more important right now than ever. We are taking active steps to maximize your current and future revenue. This includes an adjusted approach for marketing and rates optimization, as well as highlighting the benefits of vacation rentals and professional management to potential guests.

We know this is an important topic and we want to make sure your questions are answered. We will continue to share updates with you throughout the coming weeks.


Actions you can take

CARES Act relief & SBA programs

As a small business owner, sole proprietor, or self-employed individual who owns a vacation rental unit, you may be eligible to receive some form of financial relief from the CARES Act.

Please visit our economic relief resource page to learn more about which option may be right for you.


Insurance policy & lost revenue

We encourage you to reach out to your homeowners insurance provider, as some policies cover lost revenue.

Insurance clauses vary from policy to policy. If you believe your policy includes lost business or lost rental income coverage, you should check with your agent or your insurer to determine if coverage is available in these circumstances and, if so, how to make a claim.

You can email owner.accounts@vacasa.com and our team of specialists can provide you with the detailed information you need for your insurance provider.


Seasonal utilities

Certain cable and utility providers offer seasonal use rate plans at little to no charge. Under these types of plans, vacation home owners can put services on hold for a period of time when no one is there. This option varies from provider to provider—please contact your own provider to determine if this feature is available to you.


Ways you can help maximize future revenue

We want to help you optimize your home’s revenue potential so you’re ready to make the most of it once this crisis passes.

As expected, demand this year is depressed as a result of COVID-19’s impact on travel, especially for May and June. Our strategy is to actively monitor and adjust pricing, to make sure your home is priced competitively to capture the limited demand. Our dynamic pricing will then adjust back up once demand improves. This approach, combined with our targeted and comprehensive guest marketing efforts, will ensure that you earn the best revenue based on your specific market conditions.

With fluctuations in guest demand, now is a good time to reconsider any restrictions you have may placed on your home, such as:

We understand that you have put a lot of thought into placing these restrictions on your home. We recommend that in the coming months you consider updating them so that we are able to book as many guest stays as possible. For immediate assistance, please reach out to owner.accounts@vacasa.com and we can help remove these restrictions.


Advocate for short-term rentals

Restricting travel has proven to be a key part of fighting COVID-19, but the resulting economic impact has been serious, to the short-term rental industry, to homeowners like you, and to the communities we love. Right now, we’re in communication with decision-makers at the federal and local level to advocate for increased support and attention across the entire industry.

As a homeowner, you have a powerful and unique story that is relevant to policymakers, which could help influence their decisions in the coming weeks as they craft relief and stimulus packages for the short-term rental industry. We encourage you to contact your Congressional Representative and Senators to share how COVID-19 is affecting you and your community.

For your convenience, we developed a template letter to get you started, and it’s available to download here. We recommend including personal stories related to your vacation home, and data such as rental revenue lost during the pandemic. We encourage you to send your letter as soon as possible to have your voice heard.

Find contact information for your representative >

Find contact information for your senators >




Vacasa Real Estate is here to advise

Whether you are looking to buy or sell, or you’re simply curious

Our network of over 3,000 short-term rental real estate experts is here for you. We can keep you informed about local market conditions and your home’s value, and (if desired) help you sell your vacation home or buy another one. We intend to partner with you every step of the way. For more information, please contact us at 786-373-1790 or realestate@vacasa.com.



Watch the video below for the latest details about booking trends and how Vacasa is making it possible for guests to book confidently and stay safely.

Our hearts and thoughts go out to every community affected by COVID-19. Community is at the core of what we do and, more than ever, strong communities require strong support. The health and safety of everyone—employees, guests, owners, and our communities—continues to be our top priority.

Vacasa’s purpose has always been to serve as a reliable partner for you at every step. We remain committed to helping you navigate through these uncertain times.