Coronavirus homeowner resource guide

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

Last updated: July 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.


July operations

The continued safety of our communities remains our top priority as guests hit the road on their summer vacations. Our local teams have been hard at work creating memorable experiences for guests and owners, and we’re delighted to see Vacasa homes filled once again.

Demand for vacation rentals is at an all-time high, and it resumed much more quickly than we were anticipating as markets reopened. We saw especially strong demand over the July 4 holiday weekend, with overall occupancy between 80% and 100% across our markets. On Friday, July 3, we saw more than 6,000 guest and owner arrivals in a single day—a record for the company.

In some regions, we are seeing a spike in COVID-19 cases due to both outside travel and local economies reopening. This has caused vacation rentals in places like Miami-Dade and Broward counties in Florida to close, and we are closely monitoring to see if others will take the same course of action. We are monitoring changes in regulations and will communicate with owners via email if their area is impacted.

Our local teams are on the front lines of providing care for our homes and guests, and their safety remains a top priority. We’re continuing to adhere to CDC guidelines and have worked with our suppliers to ensure that our field teams have everything they need to protect themselves.

While we cannot predict what is around the corner, our data is still showing strong bookings for the remainder of the summer. It is our hope that local communities will be allowed to remain open if it is safe to do so, and we’ll be able to provide the vacation rental experience our guests have come to expect from us.

To hear more about these updates, you can watch our recorded webinar hosted on July 15 with Vacasa CEO Matt Roberts, COO Bob Milne, and Senior Director of Revenue Management and Optimization, Natalia Sutin.


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 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 temporarily removing offers of late check-out or early check-in.

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

Summer is in full swing, and we’re continuing to see demand for vacation rentals soar. This is, of course, tempered by the upswing in new COVID-19 cases we’re seeing around the country. Our teams on the ground and in our central support offices are working together to monitor and adhere to new regulations. We are hopeful that this resurgence is short-lived, and we’ll keep you updated with any changes in service.

For now, guests are getting out, staying safe, and still traveling closer to home. When looking at the number of miles guests are traveling to their vacation destination, we see that the average distance is about 19%, or 73 miles, less than in previous years. With people flying less and driving more, we expect this trend to continue and believe that guests’ preference for professionally managed—and cleaned—vacation homes will continue well into the fall and holiday seasons.

Guests are also taking the opportunity to rebook reservations that had to be cancelled due to COVID-19. Our product and engineering teams have made it easier than ever to self-serve on our website, so guests can easily redeem their Future Stay Credit or find other information about without having to call. We’re also finding that guests are not only using their Future Stay Credit but actually spending a little more in the process. In fact, we’re seeing an extra 38% in revenue, on average, from guests who use a Future Stay Credit—meaning for every dollar in credit redeemed, guests are spending an extra 38 cents on top of that.


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.

Our strategy is to actively monitor and adjust pricing, to make sure your home is priced competitively to capture demand. 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’re 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. For changing the pet policy, you can also do this directly in your owner portal.




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.