FREQUENTLY ASKED QUESTIONS

Are you licensed by the North Carolina Real Estate Commission? 

Yes, both Vivian and Robert are licensed real estate brokers in North Carolina. Vivienda Getaways Inc. is also a licensed firm. Vivienda offers a range of services from co-hosting to full property management services. 

What are your contract terms?

Our contract terms are open termed with a written 30-day notice of termination.

What are your communication standards for owners?

You will find that with a small company, that is designed to stay focused, we will respond immediately. Our company policy is to respond to all owner requests, at the latest, within a 24-hour period.

How do you set rates for my home?

Rates are set based on a home’s location, décor, amenities, and uniqueness. We study nearby properties and their pricing. We also utilize dynamic pricing software as another tool in our toolbelt to help measure occupancy and rates across the area.

What is the average occupancy I can expect for my home?

Occupancy will be based on the marketability of your vacation home. A six bedroom beachfront vacation with modern touches may be booked regularly all year long. A soundside vacation home with no views and only two bedrooms will not be as popular in the winter. We will provide a rental assessment of your home to estimate projected occupancy. 

My home needs updating to meet guest expectations. Can you assist?

Absolutely! We have some easy and budget-friendly ideas that can be completed quickly. We have industry discounts to help our clients upgrade everything from dishware to sofas. We also can connect owners with amazing designers to assist with any budget. Upgrades can be done all at once or can be set up in stages. We want our owners to love their home and get the investment returns they deserve.

What happens if a guest does damage to my property?

We take guest damage seriously. Every Vivienda guest will pay a security deposit to cover damages. In addition, Vivienda pays for a third-party damage insurance to cover small, incidental or accidental damage. Depending on the type of damage, Vivienda will use one or both damage measures to make sure the home’s amenities are repaired or replaced without having to alert the owner that something small like a lamp broke. Vivienda also provides double inspection services on every turnover. A staff member inspects the property for damage before the cleaners arrive. Then after the housekeepers complete the clean, Vivienda’s staff member returns to make sure that the property meets our safety and staging standards. Photos and videos will be taken to document the condition of a home.

How do you clean the linens in the home?

Linens are washed by a third party service provider. Linen fees will be added into the rental fee. Owners are requested to provide a zippered mattress protector, a waterproof mattress pad, and zippered pillow protectors. Vivienda will provide pillow cases, a flat sheet, a fitted sheet, and a quilt/bedspread. Two bath towels, two hand towels, and a wash cloth will be provided.

Can I send you the pictures I have for my home?

Vivienda will arrange for a photographer and videographer to show off your home based on Vivienda standards of excellence.

I want to provide my own bookings; do I have full control of my calendar? 

Yes, you can do your own bookings; however, all bookings must be placed in our master calendar and a reservation cannot be confirmed until it is placed in our master calendar. This ensures that your property is not double-booked.

Can I use my own contractors for pool service, lawn, etc.?

Yes!

Is my home required to have pool heating?

If your home has a pool, a working pool heater is nice but not necessary.

What happens if I get a last-minute booking for my home?

Let us know! We have staff available to prepare your home quickly. 

What is the cleaning fee for my home?

The cleaning fee is based on what a home contains, number of bedrooms, bathrooms, and guest usable space. The cleaning fee is added to the rental rate, thus it is paid by the guests.

Do I have to accept pets?

You do not have to allow pets, but you MUST accept service dogs. The ADA protects service dog owners, and we are very limited with what we can ask for verification. See this link : Service Animals  

I have CCTV cameras or other video capture at my house. Is that allowed?

Yes, it is allowed. To avoid the appearance of creepiness or unnecessary lawsuits, we require all cameras to be disclosed at the time a reservation is made. There can be no cameras inside the home, facing the pool area, or neighboring pools. There can be no audio recorded from any video source. This is a violation of guest’s privacy. You may monitor decibel levels only.

Can I replace a king bed with two full beds in one of our en-suite rooms after half the summer is already booked with reservations?

No. Vacationers book homes based on key characteristics, and Vivienda prides itself on consistency and fulfilling executed contractual obligations with owners and guests. If changes must be made at a home for safety or personal preference reasons, our best practice standard is to provide all parties with the information prior to execution of agreements. It ensures clear communication, consistency, and mitigates damage claims for all parties involved.