COVID-19 UPDATE

The Royal Sands® closed from April 4 to May 1

Release date: April 1, 2020

On March 30, the Mexican Government declared a national health emergency due to the COVID-19 pandemic. This means the immediate suspension of all non-essential activities in the public and private sector until April 30 and an order for the population to stay at home wherever possible, as a measure to reduce the spread of the virus. As a result of this directive, The Royal Sands® will be closed from April 4 until May 1.

These are challenging times for us all but we must work together to stop the spread of COVID-19. We regret that we will be unable to welcome members and guests who were planning to visit The Royal Sands in April or had their April reservations at The Royal Cancun®, The Royal Islander®, The Royal Haciendas® or Grand Residences Riviera Cancun transferred to the resort.

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.

  1. The Open Certificate program is temporarily suspended
    • Contracts with occupancy from May to October 2020
  2. 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

Use the online internal exchange program at www.intervalservicing.com
Or call 1-800-930-5050 (US & Canada),01-800-099-0486 (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 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.

• Owner Loans

The member issuing the Owner Loan must call Interval Servicing to make changes.


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, visit the COVID-19 Employee Relief Fund. As of today, March 31, US$28,400 has already been received in donations and will be distributed to 890 employees in the form of a deposit to debit cards that they can use to shop in all major supermarkets. The initial goal is to raise US$70,000. Your generosity is much appreciated.

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.