May 8, 2020
Due to the COVID-19 health emergency in Mexico and the continued suspension of all non-essential activities in the public and private sector until May 30, Royal Resorts and Grand Residences will be closed next month. It is preparing to welcome returning members and guests in early June.
If any of our members and guests are able to visit us during week 22 we will be ready to welcome you back to your home away from home. New hygiene protocols are in place at all the resorts, in accordance with the guidelines issued by the Mexican Department of Health and the World Health Organization (scroll down for further details).
Assistance for changing vacation plans at Royal Resorts
If you are unable to travel, 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 22, 2020, you may change your reservation and take your vacation in low and mid-seasons (June, September and October in 2020 and May, June, September, October in 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 22, 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: June 6 to June 26, 2020 and August 22 to October 24, 2020.
- Also now available: Week 27 & 28 (check in on July 4 and check out July 18, 2020) and Weeks 31, 32 and 33 in 2020 (check in August 1 and check out August 22, 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
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 2020 certificate occupancy.
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 May 31, 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.
- Owner Loans
The member issuing the Owner Loan must call Interval Servicing to make changes.
Returning to Royal Resorts: your safety is our priority
At Royal Resorts your health and wellbeing is of the utmost importance. Our cleaning standards are high but we have implemented additional measures to ensure the safety of guests and staff. We will be reopening with new hygiene protocols for rooms, guest areas and back of house that follow the guidelines issued by the Mexican Department of Health and the World Health Organization. They include:
- Use of face masks by staff
- Maintaining a safe distance
- Widespread availability of hand sanitizer for guests and staff to use
- Incorporation of additional sanitation protocols and disinfectants in our daily room cleaning procedure. This includes extra cleaning for high use surfaces such as counters, tables, handrails, door handles, appliances and other items.
- Guests will receive a hygiene kit in their rooms including face masks, antibacterial gel and hand sanitizing towels
- Increased cleaning of guest and back of house areas
- High traffic areas and surfaces such as tables, doorknobs, elevator buttons and handrails are cleaned and disinfected repeatedly during the day
- Sanitization by a specialist external company using electrostatic sprays in villas and guest areas. This will also include mattresses, pillows, cushions, curtains and all soft furnishings in the villas.
- Sports gear, games, yoga mats and fitness machines are cleaned with disinfectant before and after use and sanitizer wipes are available for guests to give them an additional wipe down.
- In restaurants and bars, seating plans will allow for greater separation between tables. Buffet service has been modified to reduce lines; other changes include greater use of individual portions and a member of staff to serve diners.
- As a precaution, the number of people permitted in the gyms has been reduced and workouts are for a maximum of 45 to 50 minutes to allow for additional cleaning time.
- In the Spa, only one person may use the Jacuzzi or sauna at a time.
- The shuttle bus, employee buses and vans will be cleaned and disinfected after every journey
- Ongoing staff training on COVID-19 awareness
- Constant monitoring of the health of our employees
- By downloading the Royal Resorts app from Google Play and App Store, members and guests can check in, pay their bill using a credit card and check out without going to the Front Desk.
- Guests can find reminders of hygiene measures to follow on the Royal Resorts website, at the Front Desk and on the Royal Channel, our in-house channel.
- In the event that a guest begins to feel unwell, has a temperature or is showing respiratory symptoms, the resort will notify the authorities immediately and follow the Mexican Department of Health protocol on self-isolation, care and sanitation.
Royal Resorts Employees
We know that many of our members have concerns about their Royal Resorts family, the employees. We are doing everything that we can to keep our employees safe and will continue to support them.
If you would like to help those particularly hard hit by the crisis such as maids, waiters, bartenders and kitchen staff who would normally receive part of their salaries from tips, visit the COVID-19 Employee Relief Fund.
The support from Royal Resorts members has been incredible. Not only was the goal of US$70,000 to help 910 employees met but a second goal of US$25,000 to provide aid to another group of 312 affected staff has also been reached. They are receiving a food card to use at local supermarkets every month for three months. These 1,222 employees are receiving a food card to use at local supermarkets every month for three months. A new goal of US$32,000 has been set to help them for the month of July.
If you would like to support this cause you can donate here.
Update on the Mexican Caribbean
Beaches, parks, archaeological sites, hotels, malls and other tourism-related companies will remain closed in the area until May 30. Nevertheless, subject to government orders, the Mexican Caribbean tourism industry is preparing for a gradual reopening in June, continuing during the summer.
A number of airlines including Air Canada, Air Transat, Southwest, Delta, Sunwing, Copa Airlines, Air Europa and Aeromexico have indicated that they will resume flights at the beginning of June. The Xcaret Group also intends to open three of its parks: Xcaret, Xel-Ha and Xplor on June 1, and the remainder during the rest of the month. As more information becomes available we will publish additional updates.
Stay safe
We urge all our members and guests to stay safe wherever you are. We are thinking of you and we look forward to welcoming you back to Royal Resorts in happier times. We will be here.
