May 21
Our priority has always been, and always will be, the health and safety of our members, guests and employees. We are in constant contact with the Mexican authorities and the latest official update is that health emergency restrictions on tourism and the stay at home order in the state of Quintana Roo will be extended from May 30 until June 13. Under the circumstances, Royal Resorts will not be able to reopen on June 1 to receive week 22 and 23 members and guests.
We miss you, our Royal Resorts family, and we are counting the days until we can welcome you back to your home away from home. We have every intention of reopening for week 24 on June 13; however, please understand that this is subject to the government allowing the reopening of hotels and the tourism sector.
The reactivation of our resorts will be gradual, starting on June 13 with The Royal Sands and continuing at our other resorts over the following weeks. We will be communicating the exact opening dates of all our resorts as soon as possible via email and in this COVID-19 Update.
For our Week 22 and 23 members and guests, we are truly sorry that we cannot welcome you on this occasion. Please refer to the Assistance for Changing Travel Plans section in this Update for your options.
All members with weeks/reservations for weeks 22 through 26 (May 30 – June 27) have the option to internally exchange them for a discounted fee for selected weeks in 2020 and 2021.
For members and guests arriving on June 13, if we are cleared to open by the Mexican government, we will be welcoming them to The Royal Sands with our hallmark hospitality and service, spectacular views and a wide variety of guest amenities and activities for them to enjoy. This will apply if they were originally booked to stay at The Royal Cancun®, The Royal Islander®, The Royal Haciendas® or Grand Residences Riviera Cancun. We will do our absolute best to assign accommodations as close as possible to the original reservation or assigned units or to upgrade them.
Members who would prefer not to be assigned to The Royal Sands during week 24, may use the Internal Exchange program to reschedule their travel dates.
The health of our members, guests and employees is our number one priority and as part of our continuing commitment to your safety, we have raised our stringent cleaning and sanitation standards to a new level of care and hygiene called the Royal Care Standard. This plan encompasses resort-wide measures, including the use of face masks by staff, social distancing and additional hygiene protocols in guest rooms, public areas and back of the house, 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 26, 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 26, 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
| Occupancy
Year |
Dates | |
| From: | To: | |
| 2020 | June 27 | July 17 |
| August 22 | October 24 | |
| 2021 | May 1 | July 2 |
| August 21 | October 1 | |
Please use the online internal exchange program at www.ExchangeMyVacation.com, email us exchanges@intervalservicing.com or call 1-800-930-5050 (US & Canada), 800-099-0486 (Mexico) or 954-485-5400 (All Other Countries)
- Royal Resorts Signature Club reservations
Members with previously confirmed Royal Resorts Signature Club Points reservations for stays between March 16 and June 13, 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 June 13, 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 June 13, 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:
All reservations either new or previously booked online through the Royal Reservations website and which have a set date from April 10 through December 18, 2020, may be canceled or modified up to 1 day prior to the check-in date without penalty charges. In case of cancelling or later modifying it or not showing up, the corresponding penalty will apply.
Contact Royal Reservations or our Call Center for assistance. If you booked your vacation through an online travel agency call the Customer Services department:
Customer Service
Toll free 1 888 721 4420
Toll free in Mexico 800 020 1761
Elsewhere +52 (998) 848 8226
Email ask4help@royalresorts.com
- 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.
Your safety is our priority: the Royal Care Standard
At Royal Resorts your health is our number one priority and as part of our continuing commitment to your safety, we have raised our stringent cleaning and sanitation standards to a new level of care and hygiene called the Royal Care Standard. This plan encompasses resort-wide measures, including the use of face masks by staff, social distancing and additional hygiene protocols in guest rooms, public areas and back of the house that follow the guidelines issued by the Mexican Department of Health and the World Health Organization. They include:
- Use of face masks and gloves by staff
- Maintaining a safe distance; reminder signs are posted throughout the resorts
- Widespread availability of hand sanitizer for guests and staff to use
- Incorporation of additional sanitation protocols and disinfectants in our daily room cleaning regimen. 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 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.
- Increased cleaning and disinfection of furniture and equipment in the Activity
Centers and at the Kids Club
- Kids Club staff will make sure that children follow hygiene instructions (social distancing, hand washing, use of hand sanitizer, etc.)
- Sun loungers and chairs are cleaned and disinfected daily
- Luggage will be sanitized before being carried into the resort and taken to your room
- 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.
- All our restaurants and bars offer contactless menus, accessible online by scanning a QR code.
- 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 two people may use the Jacuzzi or sauna at a time.
- The inter-resort shuttle, employee buses and vans will be cleaned and disinfected after every journey.
- The number of passengers permitted in vans has been reduced to allow for social distancing. Hand sanitizer gel will be available for passenger use in all vehicles.
- Special rates for private transport to the airport are available through Thomas More Travel.
- The Royal Resorts app offers members and guests contactless options for check and check out. They can use it to make reservations, send special requests, preregister for check in, get the daily activity program and restaurant information and pay their bill by credit card at the end of their stay.
- 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.
- The health of our employees is monitored constantly
- Ongoing staff training on COVID-19 awareness and good hygiene practices
- Medical service is available at the resorts 24 hours. In the event that a guest or employee 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. 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
Subject to government clearance to reopen hotels and resume activities, the Mexican Caribbean tourism industry is gearing up for a gradual reactivation in June, continuing during the summer.
A number of airlines including Air Canada, Air Transat, Southwest, Delta, Sunwing, Copa Airlines and Aeromexico have announced their intention to start flights again in June. The Xcaret Group also intends to open three of its parks: Xcaret, Xel-Ha and Xplor in June. 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.
