Rental Policies and Procedures
Guest Rental Policies
These policies are considered a part of your Rental Agreement.
See our Arrival Guide
for hints and tips to help you plan your visit and simplify your arrival logistics!
The villa or condo accommodation is only for the use of persons named by the guests on the VIVA rental agreement. Subletting, or assigning is prohibited. Guests must notify VIVA Villas,
Inc. to any changes to the number of persons booked and the names of the guests who will be occupy the villa/ condo.
Arrivals - See our
Arrival Guide for assistance, hints and tips!
- Total Booking Charges (less any taxes) are non-refundable unless VIVA! is able to re-rent the amenities reserved, less a 20% handling charge of the total rental. Guests are encouraged to purchase travelers insurance, especially
when traveling during hurricane season, July-November. For more information, see our
Sample Rental Agreement.
Our wonderful location puts us at risk for hurricanes. Guests may need to be evacuated for their safety. VIVA! is not responsible for airline changes, the cost of alternate accommodations or cancellation fees and no refunds/adjustments
can be offered in this event. If the home reserved becomes unavailable due to its sale or irreparable damage by an act of God, VIVA! will make every effort to re-reserve a similar property. If similar accommodations cannot be found, a refund will be issued.
This villa is to be used by the maximum number of Guests listed on this contract only. Guests agrees to adhere to rental policies published on our website and villa rules posted at the villa.
Caterers - All caterers working in the villa must be pre-approved by VIVA!, be fully licensed, and insured.
Check-In/Check-out Time- Check-in time for all villas is 3:00 PM. Check-out time is 10:00 AM or earlier.
Exceptions for early check-ins or late check-outs are rarely possible due to a short availability of time to clean the home.
Complaints- We strive to make sure all villas are in excellent condition. In the event of a housekeeping or maintenance complaint by guest, we will make the repair as soon as possible. However, no refund or rate adjustment will be given
for unforeseen failures of utilities, internet service or appliances, etc.
We ask all guests to consider conservation measures when practical during their stay to keep our island pristine for future generations. In VIVA-managed properties, look for the Island Conservation logo on informational signage and write-ups to see
how you can help.
Construction - Due to our booming economy, there is a lot of building on St. John, so we apologize if any construction activities disturb your vacation. (The good news is that construction work on St. John usually starts early and stops around
3PM) Please inquire about current details!
Deposits/Payments - Half of the total balance must be received one week
after the reservation has been made along with your signed contract. The final payment must be received 60 days prior to your arrival. All payments should be mailed via US Post Office Express Mail service to:
VIVA! Villas, Inc.
PO Box 1747
St. John, VI 00831
Drugs and Hazardous Materials - No illegal substances are permitted on the property.
Errors and Omissions - We strive to ensure that all published information about the rental properties offered by VIVA Villas, Inc. is as complete and accurate as possible. Our website and print media content is reviewed and updated regularly. VIVA
Villas, Inc. is not responsible for inadvertent errors or any unknown changes a villa owner may have recently made to their property.
Force Majeure –
We accept no responsibility for, and shall not be liable in respect of loss or changes caused by Force Majeure, e.g. strikes, Fire, Flood, Closure of Airports, Weather
Conditions, War, Riots, Terrorist Activity, or any other event beyond our control.
For Sale -
We reserve the right to show the villa while guests occupy the premises. Any viewings will be scheduled with villa guests at least one day in advance and an agent will accompany prospective buyers.
Guest Responsibilities - It is the Guests responsibility to notify the VIVA office of any problems
encountered during the guest stay immediately upon discovery. If requested, minor problems can be addressed after guest departure to minimize guest inconvenience.
Insects and bugs-
The climate on St. John is a tropical climate and includes everything that comes with a tropical climate! Insects and bugs feel they have the same right to any property as you! They may
appear without warning, especially if any opened food is left around. All properties are treated regularly for pests but insects, bugs,
no see ums, etc. may still appear. Their favorite time is April through November during the wettest and most humid time here on St. John. VIVA Villas, Inc and our Homeowners are not liable for any personal injuries from insects or bugs sustained on-island
by the renter, members of renter's family or visitors regardless how such injuries may occur.
Lawful Purposes –
Guests agrees to use the premises exclusively for a private residence and in compliance with local municipal ordinances, board of fire underwriters’ rules and regulations, and for lawful
purposes. In the event the premises are used at any time for unlawful purposes, Guests will be removed from the property.
VIVA Villas, Inc. is acting hereunder as agent for accommodations, and assumes no liability for property loss or damages, nor liability for injury, delay or irregularity which may be occasioned
either by reason of defect in any vehicle or the acts of any company or person engaged in conveying passengers to or from their villa. Transportation (airline, ferries, charter vessels, rental cars and taxis) is supplied by providers who operate independently
of VIVA! Villas, Inc. We assume no responsibility, therefore, for any loss, injury, or damage to person or property because of the acts of these providers.
Liability for Personal Injury:
VIVA Villas, Inc./Owner shall not be liable for any personal injuries sustained by the renter, members of renter’s family, employees or visitors regardless how such injuries may
occur. Renter agrees to hold VIVA Villas, Inc. /Homeowner harmless from any such personal injury claims.
Maid Service - The villas are cleaned before and after your arrival. Mid week maid service is included with some rentals, see the individual villa page on our website for details. Additional maid service is available
if booked and paid for in advance: Rates start at $25.00/hr with a 3 hr minimum.
Method of Payments - Personal Checks, Certified bank Checks, Visa & MasterCard (credit cards are accepted on most villas -please inquire).
Minimum Stays - In Season, a 7-day minimum stay is standard. Off-Season, a 5-day minimum stay is available for most properties, when paying a cleaning surcharge ($75-$250+ depending on the property and number of guests). Holiday week requirements
vary from 7-14 days depending on the villa.
Quiet Time - Guests are advised that noise travels easily, and that it is important to be respectful of others at all times. There is a noise curfew at 10:00 PM in all residential areas and all Guests are expected to comply with this rule.
Personal Effects - VIVA Villas assumes no responsibility for guest’s personal effects left behind, forgotten or lost at the villas. We will do our best to search for, retrieve and return any missing items as soon as possible after notification.
There is a *$25 retrieval/mail fee only if items are found to help cover our costs. For large items, we may need to add an additional postage fee to return your item to you.
Pets - Some villas allow small pets in the home for an additional security deposit. Please inquire.
Privacy- By accessing this website, you are consenting to the information collection and use practices described in our privacy statement
Problem Notification - It is the Guests responsibility to notify the VIVA office of any problems encountered during the guest stay immediately upon discovery. If requested by guest, minor problems can be addressed after guest departure
to minimize guest inconvenience.
Property - All villas are privately owned. Guests are advised that personal items lost or stolen are not the responsibility of the Owner or Agent. Guest will have a set of keys and will be solely responsible for locking of the home and
the safekeeping of their personal valuables during their visit. Agent and Owner assume no responsibility for insuring that the residence is locked and secured during the period of occupation by Guests. In addition, Agent and Owner shall be held harmless
from all claims or causes of actions arising from the rental and occupation of the residence by Guest. In the event the home reserved becomes unavailable due to its sale, Agent will make every effort to re-reserve a similar property. If similar accommodations
cannot be found, a full refund will be given to the Guest.
Rates - Rates are posted on each villa page individually. In and off-season rates may vary. Rates are subject to change without notice.
Real Estate Showings -
Occasionally the owner will list a rental villa for sale. We reserve the right to allow the villa to be shown during your stay. This will only be by advance appointment with you, the guest.
We will make every effort to schedule such brief showings at a time convenient to you, to respect your privacy, and to minimize the interruption to your stay.
Click here for a sample of the rental agreement
* you'll be asked to sign/return.
(*a few villas may have slightly different terms - please ask).
By signing the rental agreement, Guests agree to abide to all of the requirements herein.
Reservation Fee - There is a non-refundable $35 reservation fee for all reservations.
Returned Checks - There is a $25 fee for returned checks.
Security Deposit Waiver Fee - We require a $35 non-refundable Security Deposit Waiver fee for all reservations. The fee is in lieu of a damage deposit and is an insurance fee to cover accidental villa damage or loss up to $500. If damage occurs
during your stay, guest must notify the VIVA! office immediately to have the damages/loss covered.
The policy does not cover acts that are intentional or due to gross negligence, willful/wanton conduct, or any cause if guest fails to report the damage/loss before departure from the villa.
Theft or damage of any property owned by or brought onto the premises by a Guest is not covered under this waiver. If malicious or intentional Guest damage occurs, the Guest will reimburse Agent and/or Owner the full replacement costs including
attorney's fees. A few select villas may alternatively or additionally require a security deposit waiver of $70.00 or a security deposit of $70-$2500.
Service Fee- There is a $400 service fee added to all VRBO.com bookings. Repeat guests discounts are not valid on VRBO inquiries/bookings.
Service and Repairs - We reserve the right to enter the premises when the property or systems are in need of repair. No refunds will be made for minor guest inconvenience. VIVA! will use every effort to expedite parts replacement and schedule repair
work to minimize disruptions for guests.
Service Interruptions - We cannot promise that there will be no interruption for services we have no control over. These include, but are not limited to: electrical service, internet, telephone connections, cable or satellite television. VIVA!
will make every effort to escalate any interrupted service issues so they can be restored as quickly as possible. No refund or rate adjustment will be given for unforeseen failures/interruptions of these services.
Smoking - Smoking is not permitted inside any of our properties. There is a penalty of up to $150/day (plus the cost of cleaning the house) for smoking inside. Smoking is permitted outside most villas - ask before booking!
Tax - Villas are subject to the 12.5%** U. S. Virgin Islands Hotel Tax. **Hotel Tax subject to change.
- We recommend that you purchase travelers insurance, especially when traveling during hurricane season, June-November.
Villa Capacity - Each villa is designed to accommodate a certain number of guests. The number of guests permitted in the villa(s) should match the number on your confirmation. If you decide to bring extra guests at the last minute, please let us
know ahead of time so that we can revise your confirmation and charge the appropriate rental charges. Maximum occupancy refers to all persons above the age of two years old. Maximum occupancy violations will result in rent forfeiture and immediate eviction
Villa Supplies - Each VIVA! Managed villa is equipped with beach chairs, beach towels, beach coolers, beach bags, hair dryers, and a safe. Villas are stocked with beginning supplies only of toilet paper, paper towels, soaps, shampoo, laundry detergent,
trash bags, shampoo and conditioner. It is the guests' responsibility to restock on their own once these supplies are depleted.
Wedding and Other Special Events - Any villa function such as a dinner party, wedding, reception, etc. require prior written consent of VIVA! There is a fee to hold any type of gathering or function at our villas beyond the number of people listed
on your confirmation. The fee varies for this privilege based on property and number of guests. A refundable event security deposit is also required. Guest will pay any fines or penalties resulting from non-compliance.
pleased you will be staying at one of our island properties! The following information will help you have a relaxing visit.
Bring this guide with you. It contains information you will need before and during your arrival!
Emergency after-hours only:
(9-5 Mon-Fri & most Sat)
At The St. Thomas Airport - You may pre-arrange a direct taxi to the ferry or a private water taxi to St. John – contact VIVA! for more information! Otherwise, at the St. Thomas airport:
First, retrieve your luggage.
Proceed outside to the taxi dispatcher. Rates are posted (approx $15 each one-way to Red Hook, $11.00 for 2 or more passengers, plus $2 for each piece of luggage).
Any person requesting a taxi exclusively for themselves are as follows:
Airport to Red Hook : $90 for 1-4 passengers, (5 or more passengers add $15 for each additional person).
Tell your taxi driver that you are going to the St. John ferry dock (Charlotte Amalie or Red Hook).
Follow the Arrival - Greeting Instructions that were emailed to you!
If assigned a greeter, please be sure to call them as described and leave a message if needed. Otherwise, they may not be there to meet you. If your flight is delayed or you have to wait for lost luggage, let your Greeter know you will be delayed. You will
be given the name and telephone number of your Greeter about a week before your arrival.
A very few homes have no 'Greeter'. In these cases, in your Arrival - Greeting e-mail, you are given specific driving instructions to reach the
St. John Ferries -
Ferry staff loads/unloads luggage onto the boat; they are required to do this by the ferry company.
Charlotte Amalie, St. Thomas/Cruz Bay, St. John
A 45 minute ride from Charlotte Amalie to Cruz Bay. One-way, $12.00/Adults,$3.00/Children ages 2-11. There is also a charge of $2.50/piece for luggage/boxes.
Red Hook, St. Thomas /Cruz Bay, St. John
A 30-45 minute taxi ride between airport & Red Hook ferry dock. The ferry ride is 20 minutes between Cruz Bay & Red Hook. One-way, $7.00/Adults and $1.00/Children ages 2-11. There is a charge of $4.00/piece for luggage/boxes
Passenger Ferry Schedules
Red Hook to St John
St. John to Red Hook
6:30 am, 7:30 am then hourly from 8:00 am to Midnight
Hourly from 6:00 am to 11:00 pm
Charlotte Amalie, St. Thomas to St. John
St. John to Charlotte Amalie
10:00 am,1:00 pm and 5:30 pm
8:45am, 11:15am and 3:45 pm
**During the Off-Season there is NO Charlotte Amalie ferry run. This schedule interruption usually starts right after July 4th until November 1st. Please inquire with our Guest Services Manager for Off-Season Charlotte Amalie Ferry Schedules.
Barge (Vehicle) Schedules
If you rent a vehicle on St. Thomas, barges run regularly but are not as reliable as passenger ferries. Currently, there are 3 companies operating – tickets are not interchangeable so we do not
recommend buying a round trip ticket. Barges leave once they are full, so be there at least twenty minutes before the departure time to get in line. We suggest only considering a barge if your flight lands before 4PM due to the time spent waiting on luggage,
& the drive time to the barge ramp in Red Hook.
Monday – Friday: 5:30AM-7 PM approximately every half hour (Please call a day before to confirm the status of the 5:30 am barge trip). Saturday: the first trip is at 6:00AM. Sunday's
first trip is at 7:30AM - every hour on the half until 7:00 PM. Red Hook, St. Thomas/Cruz Bay, St. John
A 30-minute ride; prices vary by company, ranging from $28 one way to $52 round trip.
Barge Companies: Boyson, Inc. : 776-6294; Love City Car Ferries (Capt Vic): 779-4000; Global Marine (Roanoke) Barge: 779-1739
If you are traveling with an infant or toddler, VIVA! has portable nylon baby cribs (pack-n-play model) and highchairs available for rent. Pack-n-plays rent for $95 per week (includes pad, sheet and blanket) and high chairs rent for $50 per week. We also
have airbeds for rent at $75 per week. Prices include delivery and setup! All rentals are delivered to your villa, are set up and ready for your arrival. Please contact our staff at 888.856.4601 to reserve your items
U.S.V.I. law requires all children under 5 years old to be in a child-restraint car seat (or, if a child is 3 to 5 years old, they may wear a regular seat belt IF they are in a rear seat). Car seats are available from your rental car agency. Please order
one when you book your rental car; there may be a small charge.
Check in is at 3PM and check out is at 10AM sharp
. Exceptions for early check-ins or late check-outs are rarely possible due to a short availability
of time to clean the home. You will be assigned a greeting time and location prior to your arrival to meet your greeter.
Car/Jeep Rentals - We highly recommend a jeep rental for all guest stays and can assist you in making your St. John vehicle reservation! Our two picks are based on the level
of service offered, competitive rates, clean/well maintained vehicles & customer feedback. Say that your villa is booked with VIVA! to get 5% off your vehicle rental rate! You
must keep your vehicle tops on at all times! Driving on St. John is fun and exciting- we drive American vehicles on the
left side of he road. A 4-wheel drive vehicle is a MUST! Remember to bring your driver's license and proof of insurance!
Sunshines Jeep Rental Across from Dolphin Market in Cruz Bay: Phone 340-690-1SUN;
5 passenger vehicles (Jeep Wranglers)
St. John Car Rental Across from Wharfside Village: Phone 340-776-6103;
5 passenger vehicles
5-7 passenger vehicles
Under the age of 25? Budget Rent a Car on St. Thomas can
help -ask for Tracy if possible, give our L# which is L7794250 & ask for the internet rate. Phone numbers are 1-800-626-4516 and 340-776-5774.
NOTE: Large vehicles can be difficult to park in small driveways and parking spaces in town are hard to come by. We strongly recommend getting two smaller vehicles
instead of a single large one when viable for larger groups. You will appreciate the flexibility.
Dress codes –
Informal: islanders wear cotton or lightweight clothing with sandals or sneakers. Away from the beach, swimsuits must be covered up and men must wear shirts. Bring hats and plenty of sunscreen to protect you from the Caribbean
sun! Most restaurants are casual. For upscale restaurants, lightweight shirts and slacks are recommended for the gentlemen and sundresses or shorts outfits for the ladies. Whatever you pack will likely be too much – pack lightly!
Early Check-ins/Late Departures –
It is rarely possible to do an early check-in or a late departure because your housekeeping/maintenance team has only a few hours to ready (or turn over) a property in between guests. We ask for your understanding in this matter. If you need assistance with
what to do with your luggage, or what to do with extra time before/after flights, just ask our Guest Services Manager for ideas.
Food - To have your refrigerator stocked (or provisioned) prior to your stay, visit our website
http://www.vivacations.com/site/12640/Default.aspx. St. John also has several markets offering fresh produce, meats & seafood. Your Greeter can give you directions if you ask. If you are considering packing foods in your luggage, consider - lost luggage
may mean food is unusable!
St. John has many fine restaurants for all budgets and tastes. Check out a listing in our
Restaurant Guide. Too many choices? Contact our
Guest Services Manager for more help!
- All of our villas are fully furnished and equipped with linens, beach towels, beach chairs, coolers, kitchen cookware and utensils, etc. We kindly ask that you not rearrange the furniture. Should you need additional beds and if the villa allows, w
e have airbeds for rent at $75 per week. Also see Baby Items for rent. Prices include delivery and setup! All rentals are delivered to your villa, are set up and ready for your arrival. Contact our
Guest Services Manager for more information.
Garbage Removal –
Unless otherwise noted in the villa, guests are expected to remove their garbage from the villa and take it to the nearest dumpster daily, which your Greeter will point out to you upon your orientation. This is a necessary part of living in the Tropics. Failure
to remove garbage upon departure will result in a minimum $50 charge to the guest.
See Arrival Information above. Note: Our staff of friendly and hardworking locals want to ensure that you have a wonderful time on St. John. If you feel they have done a great job, tipping is appropriate and greatly appreciated, but never ever required or expected. One
Greeter is provided for each villa. Additional greetings may be scheduled in advance & prepaid at $100 per greeting.
We have constant trade winds that normally keep the mosquitoes away, but if they come
around, use your favorite insect repellent and keep the screens closed or use a mosquito net around
your bed. Be nice to the little island lizards…they eat the mosquitoes! We cannot turn off the tree frogs or the crickets at night – relax and enjoy the chorus!
Internet Access –
Some villas offer high-speed internet access and Wi-Fi. Check our website for your villa’s listed amenities. Guests who need assistance in getting their computer to work can follow directions in the villa to find and pay a local technician for assistance. There
are also several cyber locations on St. John. Remember, if you plan on dial-up Internet, most phones are blocked for 800 calls only, so a long distance dial up number will not go through. Internet uptime is not guarenteed however, we will do our best to assist.
Local Customs -
Caribbean manners are important! In our West Indian culture, we show respect for others by saying, “Good Morning,” “Good Afternoon,” and “Good Evening” before anything else! West Indians take pride in this tradition and are appreciative when visitors make the
effort to understand the ways of the islands.
Office Location -
#7 Boulon Center, 3 rd floor-Straight up the hill from the ferry dock. Turn left just before Dolphin Market. We are on the top corner of the lavender building with teal railings. Look for our sign. Feel free to stop by
and say hello! Monday - Friday, 9-5.
– Parking in Cruz Bay can be difficult to find. Please do not park in any area where no parking signs are posted to avoid fines or booting of your vehicle. For creative parking suggestions, contact our Guest Services Manager.
Planning ahead -
There are lots of fun things to do and enjoy on our island. See our website for ideas at
or contact our Guest Services Manager for assistance and ideas.
Rental Policies –
Refer to the
VIVA Rental Policies on our website or to the copy e-mailed to you prior to your arrival. All guests agree to abide by these policies as well as the terms of their rental contract.
Special Services - We want your visit to be memorable and can arrange almost any special service that you request: from activities to flowers, massages, facials and provisioning. Please inquire with
for more details.
Telephone Calls -
All local calls in the villas are free. Bring a calling card with an 800-access number for long distance use. Cell phones usually work here, but call your service provider and ask if they service the Virgin Islands and if they have additional roaming charges.
Travel Documents –
A United States passport is not required to travel to the US Virgin Islands.
The passport requirement does NOT apply to U.S. citizens traveling to or returning directly from a U.S. territory. U.S. citizens returning directly from a U.S. territory are not considered to
have left the United States and do not need to present a passport.
Visit the U.S. Passport office (http://travel.state.gov/
) for more information and up to the minute changes. Please verify boarding requirements with your airline.
**Note: If you do plan to charter a boat to the BVIs (British Virgin Islands) you will need your passport.
U. S. Currency, Postage and Packages
- Most places accept major credit cards. You may want to bring travelers’ checks in small denominations. Express Mail via the US Postal Service is the quickest way to receive/send important packages. To mail a package to St. John
in advance of your arrival, call Connections at 340-776-6922. The friendly folks there will give you mailing instructions, so your box will be at their office when you arrive. If any packages are mailed directly to the VIVA! Villas Inc. office or if we must
pick up your box delivered elsewhere on-island, a $100 charge will be required.