Avari Transition Support

No. Avari is a separate, independently operated company that took over local management of 6,000 homes previously run by Vacasa. Vacasa is no longer involved with the management of any properties in Avari’s portfolio. The local teams caring for these homes are the same people who managed them before; what changed is the support and systems behind them.

Active reservations for properties that transitioned from Vacasa to Avari were transferred to Avari automatically, with no changes to dates or booking details. Industry security regulations prevented credit card details from being transferred between companies, which is why some guests were asked to re-enter payment information. See Payments & Balances below for more.

Properties in Avari’s portfolio were transitioned in two waves during the Spring of 2026: about 4,000 homes in the Eastern U.S. region were transferred on March 1, and about 2,000 homes in the Western U.S. region transferred on April 1. Avari now manages roughly 6,000 homes in resort and leisure destinations across six states: Alabama, Florida, Oregon, California, Utah, and Nevada.

For reservations originally booked directly through Vacasa, funds already collected were transferred to Avari and reconciled. Because industry security rules prevent saved credit card information from being shared between two separate companies, some guests were asked by Avari to re-enter a credit card on file. New payment requests were sent only if a balance was still owed. This affected guests who had booked directly through Vacasa and still had a balance due at the time of transition. If you believe you were charged twice, call 1-800-467-3529 and we'll trace your payment across both systems.

If you booked through a third-party travel site, your credit card information and prior payments stayed with the original booking platform. You should not have been asked to send Avari payment for anything you already paid through one of those sites. If you aren’t sure where your balance stands, or where to send payment, contact us at 1-800-467-3529 with your booking details so we can help verify.
 

No guest should pay twice for the same reservation. If both Avari and Vacasa, or your booking platform and Avari, charged you the same amount, Avari can confirm your payment history across both systems and refund any duplicate charge. Report it at 1-800-467-3529 with your booking confirmation.

You can reach Avari 24/7 by phone at 1-800-467-3529 or by live chat at www.stayavari.com. The in-house customer happiness team handles phone, chat, and email, as well as after-hour support (11 PM–7 AM Central) available through Avari’s support partner, Breezeway Assist. When you call, you can convert the call into a text conversation, and the contact center coordinates directly with your local team so you don't need to manage separate numbers to reach the people on the ground.

Avari's support team was inundated in the first few weeks due to an unexpected surge in bookings that doubled outreach volumes. Despite Avari requesting to notify guests about the management transition in waves, allowing the earliest check-in dates to be supported first, all 40,000 transferred reservations were notified at once, flooding the Avari customer happiness team with 17,000 calls and messages a week in March.

As of mid-May 2026, the average wait to reach an Avari phone agent is under 2 minutes, down from about 9 minutes in March. Live-chat wait times fell from over an hour to under 2 minutes, and email response time improved from about 6 hours to under 40 minutes. Avari is adding up to 30 more in-house guest services agents to its 24/7 live support team ahead of the summer season.

If your home isn't suitable when you arrive, call Avari immediately at 1-800-467-3529 so your local team can inspect, fix, or relocate you while you're still on-site. If the home can't be made ready, our policy is to offer comparable alternative accommodations or, if none are available, a full refund to your payment on file so you can make other arrangements.

Some homes were transferred to Avari without proper local cleaning and maintenance vendor networks fully in place, which led to slower repairs and some quality issues in certain areas during the first few weeks. That fell short of the standard Avari holds, and a defined pre-arrival inspection protocol with structured resolution process is now in place so a home that isn't ready triggers a fix, a comparable alternative, or compensation.

Call Avari at 1-800-467-3529 for maintenance issues during your stay, where you can speak live with our customer happiness team or convert your call into a text conversation to send photos and updates. Urgent on-property issues are automatically escalated if not resolved within 60 minutes, with relocation and refund options available for issues preventing access or safety that cannot be resolved.

A small number of reservations had to be changed after the transition when some homes were sold by the owner, removed from rental, or had confirmed a reservation that overlapped with planned construction. Avari identified 123 reservations as having construction conflicts and these were rebooked. When a booking can't be honored for one of these reasons, you're entitled to a comparable home or a full refund. See below.

If Avari can't honor your reservation because a home is sold, under construction, or otherwise unavailable, you're entitled to a comparable home or, if none are available, a full refund. You won't be charged a penalty for a cancellation Avari initiated. Call 1-800-467-3529 to have Avari’s customer happiness team arrange an alternative or process your refund.

No. If Avari can't honor your booking, Avari handles the cancellation and makes sure you receive your full refund. During the transition, some Airbnb reservations had to go through a cancel-and-rebook process required by the platform, which meant guests received a cancellation notice for a trip they'd already paid for and were asked to rebook the same property. If you're ever asked to cancel a booking that Avari can't fulfill, call 1-800-467-3529 before you do anything so we can confirm and assist.

Your property is managed locally by the same team that cared for it before the transition, now operating under Avari's leadership and systems. Avari retained the local managers and staff who know your home and your market, while increasing the support teams and resources built around them to improve areas that were deficient under previous management. To learn more about Avari’s property management services for owners, visit www.avarimgmt.com.

You can request to end your management agreement with Avari, and our offboarding team will work to make the process easy and straightforward. The required notice and timing depend on the terms of your management agreement, so contact Avari's owner team at guestservices@avarimgmt.com to confirm the steps, timelines, and final items needed to delist your property across all booking channels.

Yes. Avari is an independently operated vacation rental management company and the largest Casago franchise in the United States, managing roughly 6,000 homes across six states. Avari launched through a large, compressed transition that didn't go smoothly at first. Avari has owned those problems and created its transition support page to explain what went wrong and how the transition was used to design and implement new policies to protect and improve the guest experience.

Avari is a new company and is still establishing its Better Business Bureau profile. Early in the transition, three complaints had delayed responses because of an unexpected customer service backlog experienced during the initial transition, and Avari is working to investigate and respond directly to outstanding complaints. If you've filed a complaint and haven't heard back, call 1-800-467-3529 and reference it so we can collaborate on a satisfying resolution.

Since the transition, Avari has cut customer service wait times from about 9 minutes to under 2, added support staff with up to 30 additional agents coming for summer, put pre-arrival inspection procedures in place, established stronger escalation protocols, and corrected the payment and access issues that were caused by incomplete or inaccurate information in property files provided at the time homes transitioned under Avari’s management. Homes that aren't ready today automatically trigger automatic actions and escalations. Avari knows trust is earned back over time, and looks forward to building a stronger vacation rental experience through ongoing feedback from our guests and owners.