These terms apply when you use our website, book a stay with us, arrange an experience through us, or receive messages from us. We have tried to write them plainly. If anything is unclear, write to host@vivo-hospitality.com and we will explain it.

01About these terms

By using vivo-hospitality.com or booking with us, you agree to these terms. If you do not agree, please do not use the site or book with us.

When you book a stay, you will also receive a rental agreement for that specific property. It sets out the dates, price, house rules, deposit and cancellation policy for your booking. If the rental agreement and these terms disagree, the rental agreement wins for that booking.

How we handle your personal information is covered separately in our Politique de confidentialité.

Accepting these terms. By completing a booking, you confirm that you accept these terms and your rental agreement.

Language. These terms are available in English and Spanish. If the two versions differ, the version more favourable to you applies.

02Who we are

Vivo operates through two separate companies that share a name:

The company responsible for your booking is the one for the country where the property is located. In these terms, “Vivo”, “we” and “us” mean that company.

We manage homes on behalf of their owners. For most properties, we act as the owner’s agent: we market the home, take bookings, collect payment and look after guests, but the owner owns the property.

03Using the website

Accuracy. We work to keep descriptions, photos, amenities, prices and availability accurate. Photos show a property as it was when photographed; furnishings and décor may change. Errors can happen. If a price or detail is clearly wrong, we may correct it before confirming your booking.

Availability and prices. Prices shown on the site are subject to confirmation at checkout. Taxes and fees are shown before you pay.

Acceptable use. Please do not use the site to break the law, send spam, attempt to access systems you are not authorised to access, copy our content in bulk, or interfere with how the site works.

Our content. The text, photos, logos and design on this site belong to Vivo or to the people who licensed them to us. You may share links and view the site for personal use. Please do not reuse our content commercially without written permission.

Links to other sites. Some pages link to other websites, including booking and tour partners. We are not responsible for their content or their terms.

Availability of the site. We aim to keep the site running, but it may be unavailable at times for maintenance or reasons outside our control.

04Booking a stay

Who can book. The person booking must be an adult, must meet the minimum age set out in the rental agreement, and must stay at the property for the booking. You are responsible for everyone in your group following these terms and the house rules.

When a booking is confirmed. A booking is confirmed when you receive a written confirmation from us and the required payment has been received. A request or quote is not a confirmed booking.

Guest details and identification. We may ask for the names of everyone staying, a copy of the lead guest’s government ID, and a signed rental agreement before check-in. Some properties, gated communities and local authorities require this. If you do not provide it, we may cancel the booking under the cancellation policy.

Occupancy. The number of guests may not exceed the maximum shown for the property. Visitors who are not registered guests need our approval in advance.

A short stay, not a tenancy. Every booking is a short-term, transient stay for the dates booked. It does not create a lease or tenancy, and the property does not become your residence. For Florida properties, guests are transient guests of a public lodging establishment under Chapter 509 of the Florida Statutes.

Equal treatment. We welcome guests of every race, colour, religion, national origin, sex, sexual orientation, gender identity, disability, age and familial status, and we do not refuse bookings on any of these grounds.

Booking through another platform. If you booked through Airbnb, Vrbo, Booking.com or a similar platform, that platform’s terms, payment rules and cancellation policy apply to your booking alongside the house rules.

05Payments, deposits and cancellations

Payment. The payment schedule is shown at checkout and in your rental agreement. If a payment is not received on time, we may cancel the booking under the cancellation policy. Card payments are processed securely by our payment provider; we do not store your full card number on our own systems.

Taxes and fees. Every price we show for a stay includes all mandatory fees, such as cleaning or service fees. Government lodging taxes may be shown separately. Before you pay, we show the total amount, what each fee is for, and whether it is refundable.

Security deposit or damage protection. Some properties require a refundable security deposit, a card hold, or a damage protection fee, shown at checkout. We refund deposits after check-out on the timeline set out in your rental agreement, less any charges for damage, missing items, extra cleaning or rule violations. We will tell you what was charged and why.

Cancellations by you. The cancellation policy for your property is shown at checkout and in your rental agreement. We strongly recommend travel insurance.

Cancellations by us. If we must cancel a confirmed booking because the property becomes unavailable, we will offer you a comparable property if one is available, or a full refund of what you paid us. We are not responsible for other travel costs such as flights, unless the law requires it.

Events outside anyone’s control. If a hurricane, government order, or similar event makes a stay impossible, we will work with you on new dates or a refund in line with your rental agreement and the law where the property is located.

06During your stay

Check-in and check-out. Times are shown in your rental agreement. Early check-in or late check-out needs our approval and may carry a fee.

House rules. Each property has house rules covering things like quiet hours, parking, pool use and trash. They form part of your booking. Rules set by a condominium or homeowners’ association also apply.

Parties and events. No parties, events or gatherings beyond the registered guests unless we approve in writing in advance.

Smoking. No smoking or vaping of any kind inside the properties. Outdoor smoking is allowed only where the house rules permit it.

Pets. No pets unless the property is listed as pet-friendly and you have told us in advance. Service animals are welcome as required by law.

Pools, beaches and outdoor areas. Pools and hot tubs are not supervised. Use them at your own risk and never leave children unattended near water.

Problems during your stay. Tell us promptly by phone or WhatsApp if something is not working. We will do our best to fix it quickly. Please report problems during your stay, not after check-out, so we have a chance to put them right. If you find any damage when you arrive, tell us within 24 hours of check-in, with photos if you can, so you are not charged for it.

Our access. We or our staff may enter the property during your stay for maintenance, repairs or emergencies. Except in an emergency, we will contact you first.

Ending a stay early. If a guest seriously or repeatedly breaks these terms or the house rules, for example by holding an unapproved party, exceeding occupancy or causing damage, we may end the stay and ask everyone to leave. We will refund the prepaid nights you have not yet used, as Florida law requires for Florida properties. Charges for damage or rule violations are handled separately under section 07.

07Damage and responsibility for the property

Please leave the property in the condition you found it, allowing for normal wear and tear. You are responsible for damage, loss or extra cleaning caused by you or anyone in your group or invited by you. We may charge these costs to your deposit or payment method, with receipts or photos available on request.

Please keep valuables in the safe where one is provided. We are not responsible for loss of or damage to guests’ personal belongings, unless it was caused by our negligence.

08Experiences and third-party services

Tours and activities on our Experiences page. Many tours and activities shown on our site are sold and operated by third parties, including through our partner Viator. When you book one, your contract is with Viator and the tour operator, and their terms, prices and cancellation policies apply. Vivo may earn a commission on these bookings at no extra cost to you.

Concierge services. When our team arranges a service for you, such as a private chef, yacht charter, driver or golf booking, the service is provided by an independent local provider. We choose providers carefully and will help if something goes wrong, but the provider is responsible for delivering the service. The price, payment terms and cancellation terms will be confirmed to you before you commit.

Your safety on activities. Some activities, such as boating, water sports and off-road tours, carry risk. Follow the provider’s safety instructions and consider whether an activity suits your group’s health and abilities.

09Property owners and partners

Owners. Information on our Owners page, revenue estimates and audits are provided to help you decide whether to work with us. Estimates are projections based on market data, not guarantees of income. A management relationship begins only when we both sign a management agreement, and that agreement governs the services, fees and responsibilities. Access to the owner portal is subject to the management agreement.

Partners. Providers who apply to join our partner network through the Partners page are not working with us until we both agree terms in writing.

10Text messages (SMS)

If you give us your mobile number and agree to receive text messages, these terms apply to the Vivo Hospitality text messaging program.

• What we send. Replies to your inquiries, booking and stay updates, owner service updates, and, only if you separately agreed to them, occasional marketing messages about our properties and services.
• Frequency. Message frequency varies depending on your inquiry or booking.
• Cost. Message and data rates may apply, depending on your mobile plan.
• Opting out. Reply STOP to any message to stop receiving texts. We will send one message confirming you have opted out. You can opt back in by replying START.
• Help. Reply HELP for help, or contact us at host@vivo-hospitality.com or +1 (231) 278-4900.
• Consent is optional. Agreeing to receive text messages is not a condition of booking or of any purchase.
• Your mobile information. We do not sell or share your mobile number or text messaging opt-in information with third parties or affiliates for their marketing purposes. See our Politique de confidentialité.
• Delivery. Mobile carriers are not liable for delayed or undelivered messages.

11Reviews and content you send us

We welcome honest reviews. By submitting a review or photo to us, you allow us to display it on our website and marketing, with your first name and the month of your stay. You keep ownership of what you wrote. We may decline to publish or may remove content that is unlawful, abusive, or shares other people’s private information.

12Limits on our responsibility

We take care in managing our properties and arranging services, but we cannot control everything. To the extent the law allows:

• We are not responsible for losses caused by events outside our reasonable control, such as severe weather, power or water outages from utility providers, government actions, or construction near a property.
• We are not responsible for indirect losses, such as lost earnings, missed flights or other travel costs, unless the law requires it.
• Our total responsibility to you for any booking is limited to the amount you paid us for that booking.

Nothing in these terms limits our responsibility for injury or death caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. Your rights under consumer protection law, including Florida law and the Dominican Republic’s Ley 358-05, are not affected. Any part of this section that such law does not allow will not apply to you.

13Disputes and applicable law

If something goes wrong, please contact us first at host@vivo-hospitality.com. Most issues can be resolved directly, and we will respond within 5 business days. Guests of Dominican Republic properties may also contact Pro Consumidor, the Dominican consumer protection agency.

• Florida properties and use of this website: these terms are governed by the laws of the State of Florida, and disputes will be handled by the courts of Broward County, Florida.
• Dominican Republic properties: these terms are governed by the laws of the Dominican Republic, and disputes will be handled by the competent Dominican courts.

If any part of these terms is found unenforceable, the rest still applies.

14Changes to these terms

We may update these terms from time to time. We will post the new version on this page and change the effective date at the top. The terms in effect when you made your booking apply to that booking.

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