Coronavirus homeowner resource guide

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

Last updated: December 18, 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.


December updates

A non-shoulder, shoulder season

After Labor Day weekend, we usually experience a slowdown in booking volume as a result of summer vacation season ending and the upcoming school year. In typical 2020 fashion, our regular shoulder season simply didn’t occur, and bookings were up 38% in September and 31% in October. November looked just as strong, and December bookings have been pacing nicely.

While that is positive news—and we are thrilled that professionally managed vacation rentals continue to be the preferred accommodation type during the pandemic—we are keeping a close eye on rising COVID-19 cases across North America. In our November homeowner webinar, CEO Matt Roberts mentioned the tool Rt.live, which is updated with state-level data and can help estimate how case counts are expected to change in the coming days. A reproduction rate greater than 1.0 indicates that cases are growing at a faster rate each day, and inversely a rate less than 1.0 indicates slowing.

If local governments deem it necessary to go back into lockdown or to prohibit vacation rental operations, as they have in some areas, we will adhere to regulations without pause. It is our hope that these restrictions are short-lived and that we are able to continue welcoming guests into your homes.


An eye on ski season

Advance reservations in ski markets are currently trending down and, as a result, we’re pacing behind for January through March 2021. Much of the decrease in demand is due to the lack of international travelers, who tend to book longer, high-value stays and, at this point, are unsure if they’ll be able to or feel comfortable coming to the U.S. Group travel, also popular among skiers and snowboarders, is also down due to COVID-19.

However, we are seeing some encouraging signs as ski resorts across North America formalize and announce their plans for the season. For example, after Vail Resorts opened up reservations for season pass holders in November, we saw a noticeable uptick in reservations. We expect more bookings now that ski reservations are open to the general public.


Vacasa operations

Winter is in full swing, and regardless of where your home is located, we want to ensure that it’s ready for the months ahead, which tend to bring additional challenges with colder weather. Each market across Vacasa’s portfolio is equipped with a list of items that we’ll cover over the next few weeks, but if there is something specific that you’d like us to address, please remember to log in to your online owner account and submit a non-urgent maintenance ticket. It’s the fastest and easiest way to ensure your home is prepared for winter—especially for those of you who own homes in ski markets.

If you missed our webinar on November 18 with CEO Matt Roberts and COO Bob Milne, you can view the recording here.


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.


Triple sheeting

We rolled out a new program in select markets called triple sheeting, a bed-making technique used in five-star hotels around the world. This technique creates a clean, polished look with a fitted sheet, a flat sheet, a blanket, and a decorative top sheet that encases the blanket. Most importantly, triple sheeting is proven to be more hygienic for you and your guests, and eliminates the need for bedspreads and duvet covers that collect dirt and are expensive and time-consuming to launder.

Early feedback on this program is positive, and guests and owners have indicated that they like the crisp, clean look of the beds.


Vacasa Premium Clean

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 >


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.



In our webinar on November 18, CEO Matt Roberts and COO Bob Milne outlined our strategy heading into the winter season, including our operations plan, guest marketing, and enhanced COVID-19 cleaning protocols. If you missed the webinar live, you can view it here.



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.