Support and contact

Have an upcoming reservation?

Planning your trip

What can I expect to find in the home?

We’ll stock every Vacasa home with linens (sheets and towels) and supply a starter pack of toilet paper, paper towels, dish soap, and laundry detergent. To reduce contact, extra supplies are not delivered during your stay.

Download the Vacasa app or check your Trip Manager for a complete guide to your home’s features and amenities.

What’s your cancellation policy?

For new trips, you can cancel within 24 hours of booking and receive a full refund. After that, if you cancel 30 or more days before check-in, you can receive a refund of any rental payments you’ve made, minus the booking fee and associated taxes.

Learn more >

Note: A few exceptions apply, based on booking channel and destination. Read the full cancellation policy for details.

What is your pet policy?

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

How old do I have to be to rent a Vacasa home?

In most areas, you can book a Vacasa home if you are 21 or older. Some of our homes are in communities with higher age requirements. We’ll make it clear in the home’s description and agreement when that’s the case.

Does my baby count toward the total occupancy?

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 we’ll make it clear in the home’s description and agreement when that’s the case.)

Do you offer travel insurance?

Yes, we offer travel insurance—you’ll see the option to purchase it when booking your stay. It includes coverage for trip cancellation or interruption due to listed covered reasons, and additional benefits (such as for losses caused by travel delays or medical emergencies during your trip).

Get more details >

Note: To purchase travel insurance, you must be a U.S. resident booking a home in the U.S.

Do offer travel safety resources?

Guest safety is paramount to every reservation. We encourage everyone to review all reservation materials—including your vacation rental's welcome binder—to learn about individualized advice for a specific home.

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

Can I pay in installments?

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 >

Do you have a loyalty program?

We don't have a Vacasa loyalty or membership program. However, if you're a member of Marriott Bonvoy® or Wyndham Rewards, you can use your points to book Vacasa vacation homes.

Learn more >

Does Vacasa offer gift cards?

We currently do not offer gift cards at this time. Should you like to give part or all of a trip to a Vacasa home, we suggest coordinating with the recipient to select a suitable rental, then arrange for payment with them. For future updates, we recommend visiting our gift card page or signing up for our email list to learn more.

Where is Vacasa headquarters located?

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

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

Are you a Vacasa homeowner?

Go to our homeowner support page >

Managing your reservation

I need to cancel my reservation.

If you cancel 30 or more days before check-in, you can receive a refund (minus the booking fee and associated taxes) by logging in to your Trip Manager. If you don’t have an existing Vacasa account, you’ll be prompted to create one—it takes just a couple of minutes.

Access your Trip Manager ›

Note: A few exceptions apply, based on booking channel and destination. Read thefull cancellation policy for details.

I need to change guests or pets on my reservation.

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.

Can I check in early?

The standard check-in time allows our housekeeping team to fully prepare the home for your arrival, so we do not schedule early check-ins. Check the Vacasa app or your Trip Manager to confirm your check-in time.

During your stay

Where is my lockbox/keypad code?

You’ll get an email the morning of check-in with any entry codes and instructions you need to get inside your Vacasa home.

If you don't receive the email, or you won't have internet access the morning of check-in, you can call 800-544-0300 to request entry codes within 24 hours before your arrival.

Can you help me get the lock open?

Start with our guide to lockboxes and smart locks. If you’ve tried the tips in that guide and are still having trouble, give us a call at 800-544-0300.

I can’t find the home.

Make sure you’ve checked the driving directions in your check-in email. Then, try using Google Maps, Apple Maps, or Waze. Call us at 800-544-0300 if you're still unable to find the home.

I'm having trouble with the TV/internet/hot tub/fireplace.

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.

Can I check out late?

We currently do not offer late check-out. Our standard check-out time is 10:00 a.m.

How do I leave a review/rating?

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 Vacasa home and your experience with us.

Vacasa's review policy:

We encourage our guests to leave thoughtful insight 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.

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.

More resources for Vacasa reviews:

I left something behind.

Don’t worry, it happens. If we find your missing item, we’re happy to mail it back to you. You only have to pay for shipping. Call us at 800-544-0300 to report a lost item. If a lost item is not reported or claimed, it will be donated to a local charity.

Guest accounts

How do I create an account?

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.

Why do I need to create an account?

Creating an account is optional, but it’s a great way to save your information for faster booking and 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.

How do I keep my account secure?

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.

What do I do if I think my account has been compromised?

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

How do I reset my password?

Follow these steps to reset your password:

What personal data do you collect, and what do you do with that information?

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.

What account notifications can I expect?

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:

Future Stay Credit

How do I use my Future Stay Credit?

As a security measure, your Future Stay Credit is automatically linked to the email address used to book your original reservation (the reservation that you canceled and received credit for). To redeem the credit on Vacasa.com, you’ll need to create an account with the same email address—or log in, if you already have an account with that email address.

Once you’re logged in, the Future Stay Credit will appear as a payment option when you make a new reservation.

Log in or create an account >

How do I know how much credit I have?

After you log in or create an account with the email address used for your original reservation, you can see your available Future Stay Credit in your Vacasa profile.

When does the credit expire?

A Future Stay Credit expires 15 months from the date of issue. If you book a trip using the credit, the check-in date must be before the credit’s expiration date.

Do I have to use the credit all at once?

If you book a trip that costs less than your credit amount, you can apply the credit and keep any remaining balance in your account. You can use the rest of the credit later on another reservation.

You do have to use the credit all at once if you choose to apply it to a trip that costs more than your credit amount.

Why do I need to provide credit card information if I pay in full with a Future Stay Credit?

We ask for a valid credit card at the time of booking in case you make changes to your reservation later, or incur charges before or during your stay.

Can I combine multiple credits to pay for one reservation?

Yes—if you have more than one Future Stay Credit in your account, you can use any or all of them to pay for a trip.

Please note that you cannot combine your Future Stay Credit with someone else’s. All credits used on a single reservation must be associated with the same Vacasa account and email address.

Can I transfer my credit to someone else?

No, Future Stay Credits are non-transferable. Only the original reservation holder who the credit was issued to can use it.

What if I need to cancel a reservation that I booked with a credit?

If you book a trip using a Future Stay Credit and later cancel it, our standard cancellation policies apply. If you’re eligible for a refund, any portion of the reservation that you paid for with credit will be refunded as credit. In other words, you cannot convert any portion of a Future Stay Credit into a cash refund.

Still need help?

Make a reservation 800-863-8415

Guest support 800-544-0300

General inquiries info@vacasa.com

Mailing address Vacasa PO Box 10130 Portland, OR 97296 Headquarters 850 NW 13th Ave. Portland, OR 97209

More office locations