The satisfaction of members and guests is of the utmost importance to us and our commitment is to always look for ways to improve our high standards of service and ensure that you have an incredible vacation experience.

Great emphasis is placed on training and the resorts have an active and varied program, which includes courses on customer service, personal development, new hospitality trends and techniques; specialized seminars, English and computer classes and adult education. Departments also arrange courses and seminars focusing on aspects of the REFINE All-Inclusive program and other new initiatives so that they can meet and overcome specific customer service challenges.

Additional staff are being hired to cover increased demand as a result of the REFINE All-Inclusive program. For example at The Royal Sands, the Housekeeping department now has a team of 10 people assigned to the REFINE program and to take care of evening turndown, Sunday cleaning, suite inspections and other services. The situation is similar at The Royal Haciendas and The Royal Cancun although the numbers of staff vary from resort to resort.

The inspection process for villas and public areas is now even more rigorous to ensure optimum levels of cleanliness and maintenance.

The Restaurant Division has also recruited more staff and continues to hire additional waiters, bar tenders, chefs and cleaning personnel. It has implemented new procedures and expanded its training program to improve service, delivery and collection times.

Restaurant Management is working to make the dining experience even more enjoyable for members and guests, including expanded menus, more buffet selections, additional theme nights and evening entertainment.

We would like to reassure members that all expenses related to the REFINE All-Inclusive program (including additional staff, extra villa amenities, Sunday and Evening Turndown maid courtesy service and the kids club) are paid by the business itself, they are separate from the resort operating budget and do not come out of the annual Club Service Fee.

Feedback received from members and guests is carefully analyzed and shared with staff in order to identify areas in which service is deemed wanting and take the necessary steps to improve it.

Royal Resorts also continues to look for ways to enhance our product with more activity and entertainment options.