The Royal Care Standard

May 11, 2022

Governor of Quintana Roo Announces Use of Masks is Voluntary

On May 10, 2022, the governor of Quintana Roo announced that the use of facemasks will no longer be mandatory indoors and in closed spaces. It is recommended that use continues in public transportation, in closed spaces with large crowds, for first line workers or people with pre-existing conditions.

Royal Resorts always puts our guests and staff’s safety first and we will continue to sanitize rooms after each occupancy and staff may use personal protective equipment if they choose to.

Use of face masks in indoor areas is now voluntary for members and guests of Royal Resorts.

As of May 1, charges apply for COVID-19 testing at Royal Resorts and Grand Residences

As of May 1, the Covid antigen and PCR tests provided by an independent laboratory on resort premises are at your own expense payable directly to the laboratory.

This policy change is due to budgetary constraints and the high occupancy levels over the last few months.

As of May 1, 2022, the rates for tests at Royal Resorts are:

Antigen Rapid COVID Test: US$9.86

PCR COVID Test: US$56.84

Form of payment: Cash (USD or MXN), Credit or Debit Cards (no room charge available)

The laboratory locations will remain the same:

Reservations for testing are required at least 24 hours in advance. Please click on the link for your resort to make an appointment.

Grand Residences

This change in policy also applies to Grand Residences. Reservations are required for tests and must be made at the Front Desk upon arrival. The rates are as follows:

Antigen Rapid COVID Test: US$18

PCR COVID Test: US$70

Cash payments only (no room charge available).

Special accommodation rates for guests who test positive and must quarantine

As of January 21, Royal Resorts changed its accommodation policy for guests testing positive for COVID-19. We regret that we are no longer able to provide courtesy accommodation, however a special rate is available for those who must self-isolate after receiving a positive test result. Please accept our apologies for the inconvenience and thank you in advance for your understanding and support.

Changes to the Recovery Menu policy

In an additional change, as of January 28, the Recovery Menu available for guests who must quarantine after their positive test will no longer be complimentary. However, a 25 percent discount will be available for meals ordered from this special menu or from the Room Service menu. If the guest has the REFINE All-inclusive package, the 25 percent discount will be applied to the daily all-inclusive rate.

See the Recovery Menu

Frequently Asked Questions

All information is subject to change at short notice.

1. Will COVID-19 tests be available at the resorts?

Yes, the COVID-19 viral antigen nasal swab test required by the United States and PCR tests are available at Royal Resorts in Cancun, The Royal Haciendas, and Grand Residences. They are administered by an authorized independent laboratory and charges apply.

2. How long does it take to get COVID-19 tests back?

You should receive your COVID-19 Antigen test results from the laboratory five to eight hours after the sample is taken.

Please bear in mind that if you are traveling to the United States, your test results must be dated within one day of your flight departure.

3. Do children need to be tested?

Yes, in the case of travelers bound for the US, children aged two and above must be tested before departure.

Yes, in the case of travelers bound for the US, children aged two and above must be tested before departure.

In the case of Canada-bound travelers, children aged five and above must be tested.

4. I recently had COVID-19 do I still need the test?

If you have had COVID-19 within three months of your departure for the United States you must show proof of the positive test result and documentation of recovery from a licensed healthcare provider giving you clearance to travel.

Check the CDC website for details

5. What happens if my COVID-19 test is positive?

If you test positive, Royal Resorts will offer special accommodation rates and a 25% discount for meals ordered from the Recovery Menu or from the Room Service menu for up to 10 days subject to restrictions below. If the guest has the REFINE All-inclusive package, the 25% discount for meals will be applied to the daily all-inclusive rate.

We will do everything we can to make you feel comfortable and safe while following our Royal Care Standard policy and the instructions issued by the health authorities.

If you are staying at Grand Residences, this policy also applies.

RESTRICTIONS

6. What is the COVID Recovery Menu

The Recovery Menu is a menu developed by our house doctor with recommended meals for COVID patients. A 25% discount is available for the meals on this menu and for the Room Service menu during the up to 10 day quarantine period for guests who test positive and must stay longer.

7. What happens if we need separate accommodations to stay at Royal Resorts with someone who tested positive for COVID-19?

There will be accommodations available at a special Patient Companion Rate for members and guests. If someone in your party has tested positive and you need to stay, you may reserve separate accommodations at this rate on an availability basis.

8. If I test positive for COVID-19 will I be able to leave my room to get food?

If you test positive for COVID-19 you will have to self-isolate in a room or suite in a designated area of the resort. We will do everything we can to make you feel comfortable and safe.

9. Will the COVID-19 test be covered by my health insurance?

An authorized independent laboratory administers the test and you will have to ask your health insurance provider about coverage.

10. Can I get an appointment for a COVID-19 test?

Yes, appointments are required for testing at least 24 hours in advance.

Reservations for Onsite Testing

11. I need the PCR test, can I get it on site and what is the cost?

Rates for tests at Royal Resorts

PCR COVID Test: US$56.84

Form of payment: Cash (USD or MXN), Credit or Debit Cards (no room charge available). Tests take place in the same locations and you can still use the links above to make a reservation at Royal Resorts.

Rates for tests at Grand Residences

PCR COVID Test: US$70

Form of payment: Cash (USD or MXN) (no room charge available)

Reservations should be made at the Front Desk upon arrival at the resort.

Royal Resorts is not responsible for the results.

12. I have been vaccinated for COVID-19, do I still need the COVID-19 test or show documentation of recovery from COVID-19?

Yes, all air passengers traveling to the US, regardless of vaccination status or nationality, are required to provide a negative COVID-19 test result.

13. Are there cheaper COVID-19 tests available in Cancun and Playa del Carmen?

Some drugstore chains are offer COVID-19 test however, you would have to go and stand in line with the risks and delays that this may entail.

14. How will I receive my COVID-19 test results?

You will receive your test results from the laboratory via email. You can print them at the Royal Market resort store at no charge.

15. Can the airline refuse to let a passenger travel if a COVID-19 negative test is not presented before boarding?

Yes. For flights departing to destinations that require a negative test, airlines must confirm the negative test result for all passengers or documentation of recovery before they board. If a passenger does not provide documentation of a negative test or recovery, or chooses not to take a test, the airline must deny boarding to the passenger.

16. Can I get a free COVID Antigen test if my country doesn’t require a negative test?

No, only members and guests whose country requires a negative COVID Antigen test qualify for free testing.

At Royal Resorts, the health and safety of our guests and employees is our top priority. We have always operated to the highest cleaning and sanitation standards, but to meet the COVID-19 challenge, we are raising them even more with a new level of care and hygiene called the Royal Care Standard. As part of the Royal Care Standard and our continued commitment to your safety, additional hygiene and sanitation protocols are being implemented in guest rooms, public areas, offices and back of house where staff work behind the scenes, in accordance with guidelines issued by the Mexican Department of Health and the World Health Organization.

Our greeting

We will welcome our members and guests with warm smiles, the traditional Yucatan greeting of the hand placed over the heart known as Ki’ imak K’iin, and the hospitality that has been our hallmark for more than 40 years.

ROYAL CARE STANDARD CLEANING PROTOCOLS

Cleaning Protocols

We are going above and beyond our rigorous sanitation standards with enhanced cleaning and disinfecting of rooms, public spaces such as restaurants, bars and convenience stores, offices and back of the house areas. This includes the use of new technology such as electrostatic sprayers and ozone systems.

High traffic areas and surfaces including doors, door handles, tables and countertops, elevator buttons and handrails are cleaned and disinfected repeatedly during the day. Other measures include placing disinfecting mats at the entrances to the resorts, spraying luggage before taking it to rooms and increased cleaning of the air-conditioning system.

Social distancing

Signage around the resorts will remind guests to keep a safe distance and avoid physical contact. We have also adjusted procedures to allow for social distancing and to reduce lines. For example, the maximum capacity of the elevators is limited to four guests at a time, there are changes to restaurant seating plans, and even the sun loungers will be rearranged on the pool deck and beach to ensure a safe distance between families.

Hand Sanitizer Gel

Arriving guests will find a complimentary hygiene kit in their room, including a bottle of hand sanitizer, face masks and disinfecting wipes for them to use.

Around the resorts, there are hand sanitizer dispensers in all guest and staff restrooms, at Reception and other guest service desks, at the entrances to our restaurants and bars, in the Spa, gyms, activity centers and kids clubs and convenience stores.

Our Rooms

We have also incorporated additional sanitation protocols and disinfectants in our room cleaning process for your safety. All frequently touched surfaces such as doorknobs, light switches, appliances, tables and countertops receive extra care. Mattresses, pillows, cushions and soft furnishings will be cleaned and then sanitized using electrostatic sprayers.

In addition to the daily hygiene process, all rooms will be deep cleaned after each occupancy.

As an additional precaution, we have removed all print publications from our rooms. Guests can scan a QR code to consult the Room Service menu, the Resort Tips guide featuring guest service information and resort rules, and our annual magazine Royal Resorts Life online.

COMMON AREAS

Our Restaurants and Bars

All our restaurants have the Distintivo H certificate awarded by the Mexican Tourism Board for excellence in kitchen hygiene and food storage and preparation standards. Nevertheless, we have reinforced sanitation procedures and cleaning frequency during the day.

All restaurant staff will wear face masks and gloves. New seating plans in our restaurants and bars allow for greater separation between tables. Buffet service has been modified to reduce lines and other changes include greater use of individual portions, more show cooking stations and a member of staff on hand to serve diners as they make their buffet choices, instead of sharing serving utensils.

All our restaurants and bars offer contactless menus, accessible online by scanning a QR code.

We have increased the cleaning and disinfection of furniture and equipment in the Activity Centers and at the Kids Club

Activity Centers, Kids Clubs and Sports

We want our guests to have fun safely when participating in daily sports and activities. We have increased the cleaning and disinfection of furniture and equipment in the Activity Centers and at the Kids Club. Both areas also undergo deep cleaning on Saturdays using ozone technology.

Kids Club staff will divide children into groups of four for each activity and ensure that they follow hygiene instructions, including social distancing, hand washing and the use of hand sanitizer.

All equipment used in activities or available for sign out from the Sports Desk (tennis rackets, golf clubs, balls, bicycles, board games, toys, etc.) is cleaned and disinfected after each use.

Sun loungers and chairs are cleaned and disinfected every day.

At the Spa

We have also introduced extra sanitization measures at the Spa, in treatment rooms, for preparation counters and utensils, in the wet area, beauty salon and the gyms. Only two people may use the Jacuzzi and sauna at the same time and all staff will be wearing face masks.

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.

Getting Around

The inter-resort shuttle bus, employee buses and the vans used to transport guests to the Airport and on tours will be cleaned and disinfected after every journey. The number of passengers permitted in each vehicle has been reduced to allow for social distancing. Hand sanitizer will be available for passenger use in all vehicles.

Special rates for private transport to the airport are available through Thomas More Travel.

We are caring for our dedicated staff and monitoring their health constantly

Our Staff

We are caring for our dedicated staff and monitoring their health constantly. They will be using face masks and/or plastic visors and some will wear gloves as they attend guests and go about their duties. They receive constant training on COVID-19 awareness, including reinforcing the importance of hygiene measures such as frequent hand washing during the day.

Medical Attention

Medical service is available at the resorts 24 hours. In the event that a guest begins to feel unwell, has a temperature or respiratory symptoms, the resort will notify the Mexican Department of Health immediately and follow directives on self-isolation, care and sanitation

Certificates

Safe Travels Cetificate

Safe Travels approved by World Travel & Tourism Council

Safe Travels Cetificate Royal Resorts

Certified in health protection and sanitation preventive controls

Safe Travels Cetificate Grand Residencesm-certificado-grand-resid Grand Residences