Coronavirus homeowner resource guide

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

Last updated: September 9, 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.


September updates

Summer and Labor Day performance

We wrapped up the summer season with strong performance. Overall, looking at Memorial Day through Labor Day, our team hosted hundreds of thousands of guests and owners—reflecting a 2.5% increase in total reservations compared to summer 2019.

For Labor Day weekend, we outperformed 2019 as well, with 86% guest occupancy compared to 84% last year. This number reinforces people’s eagerness to travel even during the pandemic.

Our team hosted 16,553 guest reservations over the holiday weekend. When you factor in the many owners who also used their homes during this time—an additional 2,618 reservations—that brings us to a total of 19,171 reservations over four days.

We’re proud to say that even with this high volume of reservations, we continued to impress guests with outstanding service. Of the 669 guest reviews we received September 6–8, 84% gave us a 4- or 5-star rating.

We’ve also heard your requests for regional data. So far, we’ve responded by creating a series of regional email newsletters with key market performance data. If you’ve received a newsletter so far, we’d love to hear from you—send us your feedback at owner.experience@vacasa.com.

To touch on a few states:

  • Colorado is facing mandatory rest periods and wildfires, as well as a lag in winter and ski trip bookings so far. Fortunately, performance looks poised to improve—Vail Resorts just announced opening weekends for the 2020/2021 ski season, and will accept advance reservations at 34 ski properties.
  • Florida is tracking ahead for the fall, though Orlando is a notable exception due to theme park closures.
  • Hawaii has had some of the strictest regulations, and remains closed to travelers from outside the islands until October. We’ve decreased rates accordingly to capture any limited demand from inter-island travelers. Our public affairs team has also written to top local officials, asking that they expedite their COVID-19 testing initiative so tourism can make a safe comeback.
  • Oregon is seeing strong performance across most markets, with the exception of Portland. August ended with 4% higher occupancy than 2019, and September and October are tracking ahead.

New maintenance request system

A new feature in your owner portal makes it easier than ever to submit custom, non-emergency maintenance requests for your home. We created this feature to streamline your experience and make it simple to track the status and history of your requests. You’ll also be notified when your requests are received, and when they are completed.

You can find this new feature by logging into your owner portal and selecting “Maintenance” from the menu bar. This feature is intended to be used for non-urgent maintenance, so please continue to call or email your local manager with urgent requests.

If you missed our webinar on September 9 with CEO Matt Roberts, COO Bob Milne, and VP of Digital Caleb Donegan, 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 recently 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 >


Looking ahead

As we look ahead to the fall, we’re seeing strong demand for the next 60 days across our inventory. We expect September and October to be busier than normal, with many people continuing to work remotely and children schooling from home.

The forecast for the end of 2020 is currently pacing slightly behind (-3.9%), but we’re confident we can close the gap. We’re keeping winter rates stable for now, and are keeping a close watch on ski markets and snowbird demand.

Lastly, we’re on track to integrate the rest of the Wyndham Vacation Rentals portfolio by the end of the year. We expect to complete the Vacation Palm Springs integration by the start of October, with Oceana Resorts, Hatteras Realty, and other homes to follow.


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.



If you missed our webinar on September 9, you can view it here. It featured a deep dive into our digital marketing strategy from Caleb Donegan, VP of Digital.



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.