June 29, 2020
We are now open at The Royal Cancun! We are thrilled to welcome our members back to their home away from home and greet arriving guests.
The Royal Sands, The Royal Islander and The Royal Haciendas opened on June 13 and Grand Residences Riviera Cancun will have a July 4th opening.
The Royal Care Standard
Staff gave the traditional hand over heart welcome, wearing face masks, respecting social distancing rules and all other hygiene protocols now in place as part of the new Royal Care Standard, our new health and safety program designed to make home away from home cleaner and safer than ever for you and your family.
The Royal Care Standard follows World Health Organization and Mexican Department of Health hygiene guidelines and government officials have inspected the resorts to ensure compliance. The Royal Sands, The Royal Islander and The Royal Haciendas have already received the Safety and Sanitary Protection certificate from the Quintana Roo State Tourism Board and Department of Health. This official certificate also has the Safe Travels seal of approval from the World Travel & Tourism Council. Certification is in process for our other resorts.
If you are unable to travel at this time, please refer to the Assistance for Changing Travel Plans section in this Update for your options.
Resort Services at The Royal Sands, The Royal Islander, The Royal Cancun and The Royal Haciendas during June
Arriving members and guests will be able to enjoy a wide range of services and amenities, although there are some temporary changes in opening hours in June. Here’s a rundown of what’s available.
Activity Centers
• The Royal Sands: 9 a.m. to 6 p.m., weekends 9 a.m. to 5 p.m., theme nights Tuesday and Thursday until 8 p.m.
• The Royal Cancun: 9 a.m. to 6 p.m.
• The Royal Islander: 9 a.m. to 5 p.m.
• The Royal Haciendas: 10 a.m. to 10 p.m.
Kids Club
• The Royal Sands and The Royal Cancun: 9 a.m. to 6 p.m. and 9 a.m. to 5 p.m.
• The Royal Islander: 9 a.m. to 5 p.m.
• The Royal Haciendas: 9 a.m. to 6 p.m. daily
Dining
All our restaurants and bars now have contactless menus accessible by scanning the QR code and through the Royal Resorts App.
The Royal Sands
La Veranda
Open for breakfast 7 a.m. to 11 a.m., lunch 11 a.m. to 5 p.m. and dinner 5 p.m. to 10 p.m. A la carte dinner menu Saturday, Sunday, Wednesday and Friday.
Theme nights: Mexican Night on Monday (live music with a Mexican quartet), Italian Seafood Night (live saxophone) on Tuesday and Prime Rib Night on Thursday (live guitar music).
Char Hut and Pool Bars
10 a.m. to 6 p.m. Char Hut beach service 9 a.m. to 5 p.m.
Sidelines Bar
Wednesday to Monday 5 p.m. to 10 p.m., Tuesday night karaoke 5 p.m. to 12 p.m.
Sand Dollar
Saturday to Friday, 2 p.m. to 10 p.m.
24-hour Room Service
Royal Express food to go service 2 p.m. to 9:30 p.m.
Hacienda Sisal
Open 5 p.m. to 11 p.m. Live Mexican music on Tuesday and Thursday
Sunday Brunch from 8 a.m. to 2 p.m. No lunch service until further notice.
The Royal Islander
Cayo Largo
Open for breakfast 7 a.m. to 11 a.m., lunch 11 a.m. to 5 p.m. and dinner 5 p.m. to 10 p.m. A la carte dinner menu on Saturday, Monday, Wednesday and Thursday. Theme nights: Lobster Night on Sunday, BBQ on Tuesday and Shrimp Festival on Friday (live guitar music on all three nights). Smoke BBQ lunch special on Monday.
El Conquistador
El Conquistador is open from 5:30 to 11 p.m. (Closed Saturday). A la carte menu and live guitar music with Jorge Duran.
Paco’s Tacos
The Paco’s Tacos menu will be offered at Cayo Largo until the restaurant reopens.
Bars
Pool Bar: 10 a.m. to 6 p.m.
Beach Bar: 9 a.m. to 5 p.m.
Royal Express food to go counter
Open from 2 p.m. to 9:30 p.m.
Royal Roast Coffee Co.
Open from 7 a.m. to 10 p.m.
The Royal Cancun
La Palapa
Open daily for breakfast, lunch and dinner from 7 a.m. to 10 p.m.
La Trattoria
Open daily for dinner from 5 p.m. to 10:30 p.m.
Bar opens at 2 p.m.
Theme Nights at La Palapa
Saturday: Taco & Fajita Night
Sunday: Prime Rib Night
Monday: Lobster Night
Tuesday: Shrimp Festival
Wednesday: Pasta & Seafood Night with live music
Thursday: Caribbean Night with live music
Friday: Mexican Night with live music
Captain’s Cove
Our popular lagoonside seafood restaurant is open from 5 p.m. to 11 p.m. (no lunch service until further notice). Prime Rib Night on Wednesday and Saturday; Lobster Night on Friday.
The Royal Haciendas
La Palapa del Sol is currently open for breakfast and lunch is served poolside in Sol and Luna Grill. For dinner, try the tempting menus at Los Murales and Kinoko and the theme night specials at Sol Grill (a la carte).
Breakfast
La Palapa del Sol from 7 a.m. to 11:30 a.m.
Room Service from 6 a.m. to 11 a.m.
La Rotonda Bar for coffees, frappes and pastries from 7 a.m. to 11 a.m.
Lunch
Sol Grill in Phase I, 11 a.m. to 5 p.m.
Bar service: 11 a.m. to 6 p.m.
Luna Grill in Phase II, 11 a.m. to 6 p.m.
Bar service: 11 a.m. to 6 p.m.
Room Service 11 a.m. to 5 p.m.
La Rotonda Bar snack menu 11 a.m. to 5:30 p.m.
Urban Corner Lunch Specials
Available at Sol Grill and Luna Grill from 12 p.m. to 3 p.m.
Sunday: Paella and BBQ, Sol Grill
Monday: Tacos de Canasta, Luna Grill
Tuesday: BBQ, Sol Grill
Wednesday: Pastor Tacos, Luna Grill
Thursday: Taco Medley, Luna Grill
Friday: Jerk Chicken, Sol Grill
Beach and Pool Bars
Food orders 11 a.m. to 5 p.m.
Drinks 11 a.m. to 6 p.m.
Dinner
Los Murales
A la carte dining and live music. Open 5 p.m. to 10 p.m. Please note that Los Murales will be closed for essential and unscheduled maintenance on Monday June 29 and Tuesday June 30.
Kinoko
The new Asian restaurant at The Royal Haciendas opens on Monday, June 15! Hours: 5:30 p.m. to 10 p.m. Monday, Tuesday, Wednesday and Friday, reservations required for Teppanyaki and Shabu-shabu.
Room Service
Dinner: 5 p.m. to 10:30 p.m.
Late night Room Service: 10:30 p.m. to 6 a.m. (smaller menu selection)
La Rotonda Bar
Crepes and paninis served from 5:30 p.m. to 11 p.m.
Bar open until 11 p.m.
Theme Nights
5:30 p.m. to 10 p.m.
Saturday: Mexican Night, La Palapa del Sol, live music
Sunday: Seafood Pasta, Sol Grill
Monday Burger & Hot Dog Festival, Sol Grill (a la carte)
Tuesday: Steak & Lobster Night, Sol Grill (a la carte)
Wednesday: Royal Originals Night, Sol Grill (a la carte)
Thursday: Prime Rib Night, Sol Grill (a la carte, live music)
The Spa
The Spas at The Royal Sands and The Royal Haciendas are open from 9 a.m. to 5 p.m. and reservations are required. The wet area is open from 8 a.m. to 5 p.m. A maximum of two people at a time are permitted in the sauna, steam room and Jacuzzi.
The Gym is open from 7 a.m. to 8 p.m. Number of guests permitted: 10 at The Royal Sands in the cardio and weights area and six guests in the stretching room and 8 at The Royal Haciendas. Workouts are limited to 50 minutes per guest.
Beach and Villa massages are available at The Royal Islander and The Royal Cancun from 9 a.m. to 5 p.m., reservations required.
Shopping
The Royal Market
The Royal Market is open daily from 7 a.m. to 9:30 p.m. at the Cancun resorts and The Royal Haciendas
The online shopping service is also available with villa delivery service from 8 a.m. to 8 p.m.
Paloma Gift Shop
Open from 9 a.m. to 5 p.m. at The Royal Sands and The Royal Cancun.
Thomas More Travel
The Thomas More Travel desk is open from 9 a.m. to 5 p.m. at The Royal Sands, The Royal Islander, The Royal Haciendas, and at The Royal Cancun. Representatives will be able to assist you with tour recommendations and have an up to date list of all the tours and parks that are reopening. Private trips and airport transfers are also available.
Information is subject to change and will be updated regularly.
Assistance for changing vacation plans at Royal Resorts
If you will not be traveling as scheduled, 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 and 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.
1. 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 31, 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 or email us at 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
The Royal Sands, The Royal Islander, The Royal Cancun and The Royal Haciendas are now open and we look forward to welcoming our members to their home away from home. Grand Residences will open on July 4. For reservations assigned to the latter resort, which is still closed, we are relocating them to The Royal Sands. If you wish to receive further information, please contact us prior to arrival.
If you wish to make changes to your 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
• 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 online travel agency 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.
Download the Royal Resorts App for contactless check-in and much more
The Royal Resorts app offers members and guests contactless solutions for check-in and checkout. Download it from the App Store or Google Play and use it to make reservations, send special requests, check-in and checkout, to obtain the daily activity program and restaurant information, pay your bill by credit card and much more.
Download the App now
More information available online
As an additional precaution, we have moved our print publications online. Scan the QR codes in your room, in our restaurants and elsewhere in the resort to find a wealth of digital information including:
• Resort maps and the Welcome Home guide normally distributed to guests at check-in
• Menus for all our restaurants and bars
• Activity programs
• Spa catalogs
• Resort Tips for vacation information and resort regulations
• Royal Resorts Life magazine
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 was also 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 and we are well on the way to meeting it.
If you would like to support this cause you can donate here.
Update on the Mexican Caribbean
The Mexican Caribbean tourism industry is gradually reopening this month, continuing during the summer.
From hotels to parks and golf courses, travel agencies to restaurants, all will be operating with new hygiene and social distancing measures so that visitors can enjoy their vacation with peace of mind.
The Quintana Roo Tourism Board and State Department of Health has launched the Clean and Safe Check certification program to ensure that hotels and other travel businesses satisfy the Mexican government conditions for reopening and are in full compliance with international health and safety recommendations issued by the CDC and World Health Organization. This program also has the Safe Travels seal of approval from the World Travel and Tourism Council. To date, 6,290 hotels, restaurants, tour operators and other companies have registered for certification.
Cancun, the Riviera Maya and the Mexican Caribbean were the first destinations in the Americas to receive the Safe Travels Global Security Stamp issued by the World Travel and Tourism Council (WTTC) and backed by the World Tourism Organization (UNWTO) for their adherence to new international sanitary security protocols.
Cancun Airport has implemented new health and safety measures, including temperature screening and a health questionnaire for all arriving passengers, There is social distancing, more frequent cleaning and sanitization in all areas, from the airport buses to Immigration, check-in and baggage drop, departure and arrival lounges, commercial and waiting areas. The use of face masks and visors by staff is mandatory and they undergo daily health checks.
A number of airlines including Air Canada, Air Transat, Southwest, Delta, Sunwing, Copa Airlines and Aeromexico have resumed flying or will do so this month or in July.
Parks and Tours Reopening
A number of parks and tours already opened and others have announced their reopening dates.
• Cancun Sailing trip to Isla Mujeres, June 8
• Jolly Roger boat, June 13
• Solo Buceo, June 15
• Xcaret June 15
• Delphinus at Cancun Aquarum and Xcaret, June 15
• Selvatica, June 15
• Caribbean Carnival Isla Mujeres cruise, June 17
• Dolphin Discovery on Isla Mujeres, June 22 and at Garrafon Park, June 30
• Alltournative Emotions, June 22
• Alltournative Snorkeling Adventure, June 22
• Xel-Ha and Xplor on July 1
• Xoximilco, Xenses and Xenotes, July 2
As more information becomes available we will publish additional updates.
See you soon
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 very soon.
