Support and contact

Cancellations are handled by the local property management team overseeing your stay. If you have questions about canceling your reservation, you can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

There are lots of dog-friendly homes to choose from—just check each home’s listing, and make sure to add your dog to your reservation.

In most areas, you can book a home if you are 21 or older. However, some homes are in communities with higher age requirements. Refer to the home’s description and agreement for accurate information.

Typically, no. We don’t start counting kids toward the occupancy until they’re over the age of two. (There are exceptions in certain communities, but it will be made clear in the home’s description and agreement when that’s the case.)

We don’t offer trip insurance directly, but your local property management team may be able to provide more information about available options. You can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

Guest safety is paramount to every reservation. We encourage everyone to review all reservation materials to learn about individualized advice for a specific home.

We also offer foundational, supplementary resources tailored to specific safety topics. For more general purposes, we invite you to read below:

• Ocean safety tips
• Pool safety tips

Many reservations are eligible for payment in installments. If partial payment is available for your reservation, you will be offered that option when you check out.

We also offer financing through Affirm for U.S. stays with a total rent of at least $500. Learn more >

We currently do not offer gift cards.

For future updates, we recommend visiting our gift card page or signing up for our email list to get the latest updates and trip inspiration.

Our address is 850 NW 13th Ave., Portland, OR 97209.

You can also find us at our local offices around North America.

Cancellations are handled by the local property management team overseeing your stay. If you have questions about canceling your reservation, you can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

You can visit the Vacasa mobile app or your Trip Manager to view your reservation details and update the number of guests and/or pets.

Standard check-in times allow the housekeeping team to fully prepare the home for your arrival. For questions about check-in or specific details about your stay, please contact the local property management team. You can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

You’ll get an email with any entry codes and instructions you need to get inside the home from your local property management team. If you don't receive the email, or you won't have internet access the morning of check-in, you can call the local property management team using the contact information available in your confirmation email, Trip Portal, or the Vacasa App.

Start with our guide to lockboxes and smart locks. If you’ve tried the tips in that guide and are still having trouble, please contact the local property management team. You can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

Make sure you’ve checked the driving directions in your check-in email. Then, try using Google Maps, Apple Maps, or Waze. Call the local property management team using the contact information available in your confirmation email, Trip Portal, or the Vacasa App if you're still unable to find the home.

Please check the Vacasa app or your Trip Manager for specific instructions about your home's amenities.
For internet issues, unplug the router, then wait two minutes and plug it back in. Wait another two to five minutes before you try to connect.
If you continue to have issues please call the local property management team using the contact information available in your confirmation email, Trip Portal, or the Vacasa App.

For questions about check-out or specific details about your stay, please contact the local property management team. You can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

Your feedback is invaluable to our team, our homeowners, and our future guests! We’ll email you after your stay asking for a review of your vacation home and your experience with us.

*Vacasa's review policy:

We encourage our guests to leave thoughtful insights about their stays to inform booking decisions for future guests, provide useful feedback to owners, and allow us to improve the quality of our guests’ experiences.

• Review content should be in line with our terms, which can be reviewed here:
  https://www.vacasa.com/terms-of-service
  
• Reviews must be genuine and relevant to the experience of the guest in the home.
  • Reviews that contain no relevant information about a host or guest, vacation rental, listing, or experience may be removed.
  • Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other vacasa.com users.
• Vacasa reserves the right to suppress any review that includes the following content:
  • Employee’s identity (first and last name, or other easily identifiable information)
  • Profanity or offensive material
  • Personal information of the guest
  • Negative reviews only about service provided and not the home itself. Cleanliness is considered part of the home.

Guests are prompted three times via email to review their stay with Vacasa. The review link expires after 30 days.

Reporting a review that violates our policy

To report a review for violating Vacasa’s review policy, please contact us at info@vacasa.com.

If you’ve left something behind, please contact the local property management team for assistance. You can find their contact information in your confirmation email, the Trip Portal, or the Vacasa app.

Visit our login page and create an account using your email address, Google account, or Facebook account. If you use your email address, you’ll also need to set a password.

Creating an account is optional, but it’s a great way to save your information for faster booking and to view your trips at a glance. You’ll also need an account to get the benefits of our mobile app, which gives you easy access to driving directions, lockbox codes, WiFi passwords, and more, so you can focus on enjoying your vacation.

If you create an account specific to Vacasa, choose a strong password and don’t share it or reuse it on other websites. We highly recommend the use of a password manager so you can create a unique login. You can also log in with your existing Facebook or Google account.

Vacasa will never ask you for your account password. If someone claiming to be from Vacasa asks you for this information, please let us know right away at security@vacasa.com.

Please contact us right away at 888-602-6166.

Follow these steps to reset your password:

1. Visit https://accounts.vacasa.io/account/recover.
2. Enter the email address associated with your account and click “Continue.”
3. Check your email for a message from us. (The subject line will be “Reset your Vacasa account password.”)
4. Click the “Reset Your Password” button.
5. Enter a new password and click “Continue.”

Please read our Privacy Policy for details on the personal information that we gather in order to facilitate your vacation, and a description of how we use that information.

After your initial account setup, we may send you the following email notifications to help keep your account secure and make you aware of activity on your account:

• Password reset
• Confirmation of a linked Facebook or Google account