COVID-19 UPDATE: MARCH 23, 2020

Release Date 9 p.m., March 23, 2020

At Royal Resorts, the safety and wellbeing of our members and guests and of our employees and their families is our highest priority. On March 11, the World Health Organization declared COVID-19 or coronavirus a global pandemic. We are following the situation closely and monitoring the latest updates and recommendations from the WHO, CDC and the Mexican Ministry of Health. We are also seeing the most recent advisories issued by governments around the world on international travel. On March 19, the US State Department issued a Global Level 4 Health Advisory advising US citizens to avoid all international travel due to the impact of COVID-19.

As the situation unfolds, we understand that you may have to modify your travel plans. We would like to share information with you about the measures in place to help you if this is the case.

Assistance for changing vacation plans at Royal Resorts

If you are unable to travel at this time, Royal Resorts has the following options to help you:

For Royal Resorts Members with fixed weeks

For Fixed week members and those with Internal Exchange stays scheduled between Weeks 12 and 21, 2020, you may change your reservation and take your vacation in low and mid-seasons (May, June, September and October) in 2020 and 2021.

The exchange fee will not be charged for changes made to preexisting exchange reservations.

A discount of 50% will apply to the exchange fee for new exchanges.

a) The Open Certificate program is temporarily suspended

Contracts with occupancy from May to October 2020

b.) For the Internal Exchange program:

Contracts for weeks 12 to 21, 2020
Requested with a minimum of 2 weeks before check in
50% of the internal exchange fee will be charged for new exchanges
Travel dates in 2020: May 2 to June 26, 2020 and August 22 to October 24, 2020.
Travel dates in 2021: May 1 to July 2, 2021 and August 21 to October 1, 2021

Use the online internal exchange program at www.intervalservicing.com

Or call 1-800-930-5050 (US & Canada)

800-099-0486 (Mexico) or 954-485-5400 (All Other Countries)

exchanges@intervalservicing.com

Royal Resorts Signature Club reservations

Members with previously confirmed Royal Resorts Signature Club Points reservations for stays between March 16 and May 31, 2020 may make changes to their reservation up to one day prior to their arrival at no cost. If you do not contact the Signature Club to change your reservation during the stipulated time period and do not arrive for occupancy, you will lose your 2020 Points occupancy.

Members with confirmed reservations will receive an email from Royal Resorts Signature Club about this policy and it will be published on the relevant websites.

To change Signature Club Reservations, please contact us at: rrsc@royalresorts.com. We are experiencing a high volume of calls, so please contact us by email and we will respond as soon as possible.

Platinum Member Services

US Toll Free Number: 1-888-882-9343 Mexico Toll Free Number: 800-681-9246 International: +1(954) 484-6343

Signature Club Elite

US Toll Free Number: 1-888-882-9259 Mexico Toll Free Number: 800 681-9247 International: +1 (954) 485-5279

President’s Circle Concierge

US & Canada Toll-Free: 1-888-882-9252 Mexico Toll Free: 800-681-9248 International: +1 (954) 485-5109

Sales & Marketing programs

– Free Week Stay Certificate Reservations (FDI’s)

Previously confirmed reservations for stays between March 16 and May 31, 2020 may be changed up to one day prior to arrival at no extra charge. If you do not contact us to change your reservation during the stipulated time period and do not show up for your stay, you will lose your Free Week Certificate occupancy for 2020.

If you change your reservation, the certificate expiry date will remain the same but the year will be changed to 2021.

Members with Free Week Stay certificates may change their confirmed reservations to 2021 and will be offered the same week that they had confirmed. If the week is unavailable, it may be changed to any other week except Black out weeks.

For assistance call the CIT department:

Reservations in Cancún and Riviera Maya

US & Canada 1-888-387-4740 • Mexico 01-800-236-6646
All other countries (954) 368-1192, 8 a.m. to 8 p.m. EST

Reservations in Grand Residences

US and Canada Toll free 1-888-387-4740 Mexico Toll-free 01-800-236-6646 Elsewhere (954) 368-1192, from 8 a.m. – 8 p.m. EST

– Discovery Vacation Package, Bounce Back, Heritage, Friends & Family Reservations

Call the following numbers to change your reservation:

Discovery Vacation Certificate holders with numbers 171000 should call RCI Toll Free MX 01800 0621552 US / Canada 1866 6947181

Discovery Vacation Certificate holders with numbers 174000 should call CIT:

Toll Free Mexico 800 999-1303 US/Canada 1888 224-9095

– Bounce Back

Call CIT for assistance

Certificates for stays at Grand Residences Call 01 800 008-5252 / US 01800 008-5252 reservations@grandresidencesrivieracancun.com
Certificates for stays at The Royal Cancun, The Royal Sands or The Royal Haciendas Call 1 877 736-4556 / 01 800 845-0428

For members or guests who booked a Royal Resorts stay with Royal Reservations online or through the Call Center or with an OTA

Royal Reservations has flexible cancellation policies that will allow you to modify or postpone your trip at no additional cost when circumstances require it. If you booked your vacation with Royal Reservations online or through the Call Center or with an OTA the following policies apply:

Existing Reservations:Any reservation previously booked online on our website, through the Call Center or with an OTA scheduled to arrive between March 16 and until May 31, 2020, may be canceled or modified up to 1 day before arrival without penalty charges. In case of a no show, the corresponding penalty will be applied.

New reservations:Any new reservation booked directly on our website, through the Call Center or with an OTA between March 16 and until April 30, 2020, for travel between March 16 and until June 30, 2020, may be canceled or modified up to 1 day before arrival without penalty charges. No penalty charges. In case of a no show, the corresponding penalty will apply.
For members or guests who have an international exchange reservation at Royal Resorts

If you have an international exchange stay reservation at Royal Resorts please contact RCI or Interval International, depending on the company you booked through, for assistance.

Travel to the Mexican Caribbean

On March 23, the Quintana Roo State Government reported that there are 22 confirmed cases of COVID-19 in the Mexican Caribbean.

In Mexico as a whole the number of confirmed cases stands at 367 (March 23).

Mexico is following international standards and recommendations for the prevention, detection and treatment of COVID-19. Medical workers have been receiving additional training in testing procedures, rapid detection protocols and patient care. A public awareness campaign gives the public and visitors to the country information on symptoms and hygiene measures.

In addition to the extra checks and hygiene protocols implemented by international airlines, the Mexican authorities have stepped up screening at the country’s airports, ports and cruise ship terminals, including those in the state of Quintana Roo, such as Cancun and Cozumel.

Additional hygiene measures at Royal Resorts

Royal Resorts follows the highest hygiene and cleanliness standards in its daily cleaning regime for rooms, guest areas, offices and back of house service areas.

However, as a precaution, we are taking additional measures to reinforce our normal protocols.

Public areas with lots of guest movement and surfaces that are frequently touched such as door handles, elevator buttons, railings and counters are being cleaned more regularly during the day with high-grade disinfectant.
Hand sanitizer gel is already available in all guest and staff bathrooms at Royal Resorts and we have added more dispensers in restaurants, bars, at the front desk and in other guest areas.
Sports gear, yoga mats and fitness machines are cleaned with disinfectant before and after use and sanitizer wipes are now available for guests if they wish to give them an additional wipe down.
The restaurants and bars have reinforced cleaning protocols, both front of house and in the kitchens. When seating guests more space is being left between tables. Additionally, changes are being made to the buffets to reduce lines, guest contact and communal use of serving spoons. Staff will serve guests wherever possible and individual portions of food such as yoghurt will be covered. Special menus are being offered and further steps may be taken during the contingency without affecting service and the guest dining experience.
The Mexican Night and Caribbean Night at Captain’s Cove and the Taco Tuesday, Pozole Thursday and Seafood Friday lunch buffets at Hacienda Sisal have been suspended until further notice. There may be additional changes to the theme night program and guests will be able to find additional details upon arrival at their resort.
From March 20 until further notice, Hacienda Sisal will be opening from 5 p.m. to 11 p.m. There will be no lunch service.
Captain’s Cove will close on Monday, March 23 until further notice.
El Conquistador will close on Monday, March 23 until further notice.
Paco’s Tacos will close from March 20 until further notice, however the Paco’s Tacos menu will still be available at Cayo Largo and on the terrace.
The Royal Market will open from 7 a.m. to 10 p.m. at The Royal Cancun, The Royal Islander, The Royal Sands and Captain’s Cove. The Royal Cancun boutique will be open from 10 a.m. to 7 p.m. Monday to Friday.
Starting March 24, there are changes to the Spa and gym opening hours:

The Royal Sands

Gym 7 a.m. – 6 p.m.

Wet areas 8 a.m. – 5:30 p.m.

Spa services 9 a.m. – 5 p.m.

The Royal Cancun

Gym 7 a.m. – 8 p.m. Tuesday March 24 and Wednesday March 25.

March 26, the gym and Villa Spa will be closed for cleaning and maintenance, 9 a.m. – 5 p.m.

The Royal Haciendas

March 24 and 25

Gym 7 a.m. – 6 p.m.

Wet areas 9 a.m. – 5:30 p.m.

Spa services 9 a.m. – 6 p.m.

March 26, the gym and Spa will be closed for cleaning and maintenance, 9 a.m. – 5 p.m.

As a precaution and to allow time for additional cleaning and disinfecting, the guests may use the gym 45 to 50 minutes maximum, entering on the hour. The number of people who may use the gyms at any given time has also been reduced to 10 in The Royal Sands gym and six at The Royal Haciendas and The Royal Cancun.

Only one person may use the sauna or Jacuzzi at a time. The wet areas pass is not available at this time.

Inter-resort shuttle buses are being cleaned after every service.
In addition to cleaning procedures, we have also been sharing information with staff about coronavirus and the preventive measures they should take in the workplace, at home and in the community.
Guests can also find reminders of hygiene measures to follow on our website and at their resort.
In the event that a guest begins to feel unwell they can get their temperature checked at no charge by a doctor at the resort first aid station. In the event that further medical attention is required, Guest Services staff are on call to offer assistance.

Occupancy policy

As part of its COVID-19 contingency planning and due to low occupancy, which makes it difficult to keep certain guest services running at all our resorts, Royal Resorts has implemented an occupancy policy change. On Tuesday, March 24, it will start moving all members and guests to The Royal Sands where they will continue to enjoy our hallmark hospitality and service. This policy will remain in place until occupancy levels rise once more.

What can you do to protect yourself from coronavirus?

The World Health Organization recommends these hygiene measures at home and when traveling.

Wash your hands frequently with warm water and soap for at least 20 seconds. Apply alcohol-based hand sanitizer before and after washing your hands. Dry your hands thoroughly by using paper towels or a warm air dryer.
Keep a distance of at least 1 meter or 3 feet distance between yourself and anyone who is coughing or sneezing.
Avoid touching your eyes, nose and mouth. Your hands can pick up viruses on surfaces that you touch and when you rub your mouth or eyes they can enter your body.
If you cough or sneeze cover your nose and mouth with your bent elbow. If you use a tissue dispose of it immediately and wash your hands.
If you choose to wear a face mask make sure it covers your mouth and nose and avoid touching it when it is on. Single use masks must be discarded after each use and you should wash your hands after removing them.
Avoid shaking hands, hugging or kissing.
Keep surfaces you touch frequently clean with disinfectant and sanitizers.
Stay at home if you feel unwell, even with mild symptoms such as a headache or runny nose.
If you have a fever, cough or breathing difficulties seek medical attention and call in advance. Follow the indications issued by medical workers. Share your medical history with health care providers.
Avoid traveling if you feel sick.
Consume well-cooked food and drink plenty of water.

Royal Resorts will keep guests updated as it receives further news from the Mexican authorities.

The Quintana Roo State Government also has a Health helpline staffed by multilingual personnel that visitors can call if they begin to have symptoms or think that they may have been exposed to coronavirus, 800-2774780

Further information

For up to date information on the global situation and recommendations, we recommend that you consult the World Health Organization (WHO)

https://www.who.int/emergencies/diseases/novel-coronavirus-2019 and Centers for Disease Control and Prevention (CDC) https://www.cdc.gov/coronavirus/2019-ncov/index.html

Additionally, keep checking the advisories issued by your government about international travel.