Frequently Asked Questions

At Santos VIP Limousine, our client’s satisfaction is paramount to us. For your convenience, we have come put together a list of questions and answers that we believe will provide some insight into our operation, policies, and reservation process. 

Which areas do you service?

We provide limo service to all of New Jersey, New York City, Lower Hudson Valley, Long Island, and Eastern Pennsylvania.

What are your hours of operation?

Our office is open Monday through Saturday from 9 am to 8 pm and on Sundays from 11 am to 5 pm.  Our vehicles run every day except on major holidays (New Year’s Day, Easter, Thanksgiving, Christmas Eve, Christmas Day).

How long have you been in business?

Santos VIP Limousine was founded in 2006 as the result of the merger of Santos Limousine Service, begun in 1996, and VIP Limousine Service began in 1991. Together, the co-founders of Santos VIP Limousine have over 30+ years of experience in the luxury ground transportation industry.

What is your privacy policy?

We highly respect your right to privacy and handle your personal information with the utmost care. We will use your information only to confirm your reservation and/or for questions regarding your service experience. We will never sell or share your information with anyone. For more information, please visit our Privacy Policy page.

Aren’t all limousine services basically the same?

No, unfortunately, it is not that simple. You should seek out referrals and recommendations from friends, family, and business associates. There are many factors to consider such as reputation, years in business, hours of operation, size and age of the fleet, licensing and insurance, customer service philosophy & back office support & management.

Please use due diligence in choosing your ground transportation service. If you are able to, take the time to visit their location and see their fleet first hand and while there do not be hesitant to ask any pertinent questions including for proof of insurance.  If your are booking larger vehicles, especially buses, any reputable company should provide to you upon request their U.S. DOT number and the company name it is registered under.  You can log onto the U.S. Dept. of Transportation – Federal Motor Carrier Safety Administration SAFER website and view whether they are in good standing.

What kind of training do your chauffeurs go through?

All of our chauffeurs possess commercial drivers licenses and have gone through, and successfully passed our in-house training program. We also conduct quarterly reviews to ensure our chauffeurs abide by our strict standards and requirements which includes reliability, safety, professional appearance, customer service, and friendliness.

Do you do background check and drug testing?

Yes, before being hired all of our chauffeurs must go through a thorough vetting process which includes a complete background check, driver’s license check, and drug test. Once hired, chauffeurs are randomly selected for drug and/or alcohol tests as required by the USDOT.

What kind of vehicles do you offer?

We offer a large selection stretch limousines, SUV limos, Mercedes-Benz Sprinters, Rolls Royce Phantom, Vintage Rolls Royce & Bentley, and Limo Coach Party Buses. For more information about our fleet, please visit our fleet page.

Do you own all of the vehicles on your website?

Yes, we own and operate all of the vehicles on our site. We are not brokers. 

Are your vehicles insured?

Yes, all of our vehicles are fully licensed and insured.

What are your vehicles stocked with?

All of our vehicles are set up with ice, bottled water, glassware, and napkins.

Do your vehicles have GPS?

Yes, all of our vehicles are equipped with GPS navigation and real-time tracking.

Is smoking allowed?

No, smoking is not allowed in our vehicles. This includes cigarettes, e-cigarettes, cigars, vaping, and other tobacco or non-tobacco products consumed via smoking. Violating this policy will result in additional charges.

Can i bring food and drinks into the vehicle?

The cleanliness of our vehicles is an important part of our service, so we discourage the consumption of food during the service. Alcoholic beverages are permitted if the passengers consuming in the vehicle are over the age of 21. If the vehicle requires extra cleaning due to spilled food or drinks, there will be an additional charge. Styrofoam coolers are not permitted inside any of our vehicles.

What if I forget something in a vehicle?

Please call us as soon as you realize you left something behind. All of our vehicles are cleaned at the end of the service and all lost items are placed in the lost/found bin. Lost items can be retrieved at our office during our hours of operation. We will gladly ship your item back to you if you wish. Shipping and handling charges will apply and will need to be paid in advance. Please note that Santos VIP Limousine is not responsible for lost or damaged items left in our vehicles.

How can I make a reservation?

If you would like to make a reservation you may do by calling our reservation department at (888) 546-6847 or emailing us at reservations@santoslimousine.com. Our reservation specialists are available 7 days a week to assist you.

How far in advance should I place a reservation?

As soon as your plans are fairly definite, just give us a call or send us an e-mail to set up your reservation.  We always suggest as much notice as possible, several days for corporate service, and at least two to three weeks for most hourly charters.  Seasonal, off-hour, and special events (Weddings, Proms, etc.) may need more notice, sometimes even a few months, so try to plan accordingly.  That said, just contact us whenever you are ready and need service, the same day, the same week, or even within the hour.  With one of the largest fleets and chauffeur staff in the area, we frequently respond to short notice needs better than anyone in the local market.  We want your business!

Do you require a deposit and when do I pay?

We require a 35% non-refundable deposit at the time of placing the reservation. This payment can either be charged to your credit card or debit card. If you would like to make your deposit by check or money order, you can do so by mailing your payment to our office at 1105 US 1, Avenel, NJ 07001. Once received, a customer care team member will call you to finalize your reservation. If you are paying with a debit card, prepaid card, check, money order, or cash, we will also ask for a major credit card at the time of booking to be kept on file for you. A credit card authorization form will be sent to you to complete at the time of reservation. This applies to all reservations including special events, hourly rentals, and private charters.

After I make my reservation will I receive a confirmation?

Yes. Once your reservation is processed, you will receive a confirmation email. This email will be sent through our online signature capture service and will include your reservation, rental terms, and credit card authorization.

What forms of payment do you accept?

We accept cash, money order, cashier’s check, personal check, wire transfer, and all major credit cards (Visa, Mastercard, Discover, American Express).

When are payments due for services?

Payment for the service must be received before the services are rendered. If you paying your balance by credit card, your card will be charged before the vehicle is dispatched. Any cash balances are to be given to the chauffeur upon arrival.

How do I cancel or change a reservation?

Change and cancellation requests can only be done by phone. Please call (888) 546-6847 and speak with one of our Reservation Specialists who will be happy to assist you. 

How can I obtain a receipt for my charges?

We can provide receipts for charges most conveniently by e-mail once the job is complete. If you would like to request a receipt you can do so by sending your request to customercare@santoslimousine.com

Why is the amount charged different from the amount I was quoted?

Your rate is based on the information provided at the time your reservation was made. Additional charges can result from changes to your service during your trip, such as extra stops, excessive cleanup fees, additional tolls, waiting time, or extending the duration of your service (overtime). If you do not feel that you had any additional services, please contact our customer care team at customercare@santoslimousine.com or (888) 546-6847 to review your charges.

When will I receive the chauffeur’s contact information?

The chauffeur’s name and mobile telephone number will be sent to you on the day of your service via email. If you booked for someone else, the chauffeur’s contact information will be sent to the email address you provided during the booking process.

How can I contact my chauffeur?

The chauffeur’s name and mobile telephone number are sent on the day of your pickup via email. You can contact the chauffeur directly if needed, but we encourage you to contact our office at (888) 546-6847 and our customer care team will assist you instantly.

Are your chauffeurs always on time? What if the chauffeur is late?

Our chauffeurs are always timely dispatched and they are at the pickup location at least 15 minutes prior to your pick-up time. Even with the help of our state-of-art traffic monitoring and guidance, unexpected delays may occur in rare instances. In such cases, our customer care team will call you and update you on the status of your chauffeur. If you do not see your chauffeur, please contact our office immediately at (888) 546-6847.

Will I be charged if I cancel my reservation?

Should you cancel your reservation within a certain amount of days before your date of service, you will be charged a cancellation fee equal to the amount still owed on your reservation.

  • Weddings – 60 days before the date of service
  • Proms – 45 days before the date of service.
  • Hourly Charters – 14 days before the date of service.

To view our cancellation policy, please see our Rental Terms and Conditions.

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Why choose Santos VIP for your event?

Consistency in providing excellent service is paramount to us.  Our approach is to always go above and beyond to make certain that all of your expectations are met and surpassed. Our clients are like family and we take great pride in the high level of service we provide and that is why our superb, award winning customer service is unmatched in the industry.

We have one of the largest, most diverse fleet of vintage cars, luxury limousines and party buses in the NJ / NY area.  All of our vehicles are professionally and meticulously maintained to the highest standards, ensuring that they will arrive the day of your event on time and in showroom condition.

We are super passionate about what we do and it shows.  After providing transportation for thousands of events, we have built a solid reputation as one of the top limousine companies in the area.  We are also the preferred limousine service at some of the top banquet facilities in NJ and the most highly reviewed limousine service on theknot.com and weddingwire.com.

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