FAQ


We hope that you find our FAQ page helpful. Please note that the following FAQ’s are a summary only and do not form part of our terms and conditions. For our full terms and conditions, please click [here].

ABOUT VIVE UNIQUE

Who are Vive Unique?

Vive Unique is the specialist booking site for handpicked home rentals and holiday homes, many of which offer hotel-style services. We have carefully selected a unique collection of luxury apartment rentals in exciting destinations.

Who manages the apartments?

We work with professional property managers, serviced apartments and verified home renters to bring you a consistent and quality level of service. The owner or property manager is marked on the property listing. Vive Unique also manages a number of London apartment rentals which you can see on the website too.

How long can I stay?

This depends on the apartment you choose and can range from a 1 night stay to a few months.

How do you ensure the quality of the homes listed on Vive Unique?

Each home has been carefully selected for its central location, personality and style. All of our hosts are verified by telephone. For your peace of mind and protection, we only pay our hosts after your arrival and we will hold on to your payment until 24 hours after check-in.

What are your In Home Services?

Our hosts like to offer a number of concierge and hotel style services including airport pickup, maid service, babysitting service, fridge fills and special requests. Please just ask your host!

HOW TO BOOK

How do I search?

Just select your destination and the dates of your stay and then refine your search with our search filter.

How do I book?

Follow the prompts for the booking process when you click the green ‘book’ button for the property you have chosen.

What does 'Instant Book' mean?

Instant book means you will get instant confirmation of your booking and you do not need to wait for the host to approve your booking. Instant book is only made available for hosts with live availability.

Why does this host ask me to confirm availability?

The availability of a property is sometimes unknown and your host will need to check and confirm their availability with you before you can proceed with the booking. We recommend sending a request to at least 3 or 4 other properties where the availability is unknown to increase your chances of a successful booking.

Do I need to pay a booking deposit?

Yes, you will need to pay a 50% booking deposit to secure the reservation. This can be paid by credit or debit card and will be processed via our secure online payment system. If you are booking a serviced apartment (marked ‘SA’) you will not pay a booking deposit but you will still need to enter your card details to secure the reservation. Payments to serviced apartments should be paid directly by you at check-in, or according to their payment terms marked on the property listing. Payment is usually made to the serviced apartment, on arrival.

When and how do you collect the balance?

The remaining balance will be collected automatically via our secure online payment system using the same card from the original transaction. This will be held until after your arrival when it will be paid to your host. You should not send any payment directly to your host. Payments to serviced apartments (marked SA) should be paid directly by you to the serviced apartment at check-in, or according to their payment terms marked on the property listing.

I have a few questions before I book... How do I find out further information?

Please send a message to the host via our secure messaging system and wait for their reply.

SECURITY DEPOSITS, CLEANING FEES AND PROPERTY USAGE

How do I pay the security deposit?

For properties managed by Vive Unique, the security deposit will be taken from your credit card 3-4 days before your arrival. For other properties, the amount for the security deposit is specified on the property listing and should be paid directly to your host, on arrival, either in cash or by credit card if your host has a credit card facility. No payment should be paid to your host for the security deposit before checking in.

When will the security deposit be returned?

In all cases, your security deposit will be returned to you by your host within 14 days of check-out, providing no damage has occurred.

When do I pay the cleaning fee?

The cleaning fee is included in the total cost of your stay and will be paid via Vive Unique to your host, 24 hours after check-in.

Can I conduct commercial activity in the property?

All filming, production and any forms of commercial activity are prohibited unless the host and agent have provided written consent. If you wish to conduct commercial activity in the property, please call the Sales Team to discuss your requirements.

CANCELLATIONS

How do I cancel a booking?

Please send an email to cancellations@viveunique.com and notify your host that you wish to cancel. The cancellation policy is different for each property and is marked on the property listing page. You will need to wait for a confirmation email from Vive Unique to confirm that your booking has been cancelled.

What are your cancellation terms?

Properties Managed by Vive Unique:

Up to 2 weeks before check in
If you cancel up to 2 weeks before check in, you will only pay 50% of the cost of your booking.

Within 2 weeks of check in
If you cancel with less than 2 weeks until check in, regretfully we are unable to refund you for the booking.


Properties Managed by owners & other rental managers:

The exact cancellation terms are set by the owner or rental manager of the property and are posted on the property listing:

Flexible Cancellation Policy – You will only pay 50% of the total cost of your booking for cancellations made before 2 weeks of the check-in date. No refund will be offered for cancellations made within 2 weeks of the check-in date.

Moderate Cancellation Policy - You will only pay 50% of the total cost of your booking for cancellations made before 4 weeks of the check-in date. No refund will be offered for cancellations made within 4 weeks of the check-in date.

Strict Cancellation Policy – You will only pay 50% of the total cost of your booking for cancellations made before 12 weeks of the check-in date. No refund will be offered for cancellations made within12 weeks of the check-in date.

Why should I pay via Vive Unique?

Payment via Vive Unique is secure and protects you from scams. You will also be protected under our cancellation and refund policies and you will have the peace of mind knowing that we will only transfer any payment to the host after you have checked in.

Are ‘In Home Services’ available for every property? How do I book these?

All of our fully managed properties in London benefit from a full concierge service. These services can be booked before or during your stay; please contact our Guest Services Team for further information.

Hosts of other properties may make concierge services available and you should discuss your requirements during your stay with your host.