The Royal Care Standard

COVID-19 antigen and PCR tests are available at Royal Resorts

Information for US travelers: FREE ANTIGEN TESTING FOR OUR GUESTS

Starting on January 26, the Centers for Disease Control and Prevention (CDC) will require a negative COVID-19 test for passengers flying into the United States. (This applies even if their final destination is another country but they are on a connecting flight, which first enters the United States.)

To help you comply with this new travel ruling and for your convenience, Royal Resorts will make COVID Antigen tests available onsite, through certified independent laboratories, at no cost starting January 23 at The Royal Sands, The Royal Haciendas and Grand Residences. This policy has been extended until April 30, 2022 (week 17).

It is important to note that free testing is for all members and guests staying at Royal Resorts, is one-time only and available to those who have no symptoms. Results are available in 24 hours. Royal Resorts is not responsible for the results.

Free onsite COVID Antigen testing will be conducted in the Gran Salon at Hacienda Sisal at The Royal Sands for guests of all Royal Resorts in Cancun, at the Grand Residences office right below the Tennis Courts at The Royal Haciendas and in one of the business centers in the lobby of Grand Residences.

Testing will be carried out Monday to Saturday from 8 a.m. to 4 p.m. in the Gran Salon at Hacienda Sisal in Cancun; Wednesday to Friday from 8 a.m. to 4 p.m. at The Royal Haciendas and Monday to Saturday from 8 a.m. to 4 p.m. at Grand Residences.

Reservations are required for onsite testing.

If you are staying at Royal Resorts, click in your resort to make reservations for COVID-19 tests.

If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

*Onsite testing is only available for guests who have no symptoms. If you have symptoms, you must contact the Front Desk or the Medical Service to make arrangements for in-room testing.

If you need a second antigen test the cost is $466 pesos at The Royal Sands and The Royal Haciendas, $450 pesos at The Royal Cancun and $400 pesos at Grand Residences (prices include tax).

Recommendations for your test appointment

Please follow these laboratory recommendations two hours before your test:

For more details on the CDC order visit:

Countries requiring PCR testing

Countries such as Canada, United Kingdom, Germany, Spain, France, Brazil, Argentina, Colombia and Chile now require all inbound travelers to show documentation of a negative laboratory test result to the airline prior to boarding their flight. The test must be performed using a COVID-19 molecular polymerase chain reaction test (PCR test) with results dated within 72 hours of their scheduled departure.

Travelers bound for Canada who receive a negative test result and are authorized to enter Canada must still complete the full, mandatory 14-day quarantine. In the case of the United Kingdom all inbound passengers must fill in a passenger locator form and self-isolate for 10 days regardless of the test result.

If your country requires a PCR test, this is also available onsite through certified independent laboratories, for a fee of US$100 in Cancun or The Royal Haciendas (results in 24 hours) or $110 at Grand Residences (results in 52 hours).

If you test positive and must quarantine

If you test positive, Royal Resorts will cover the cost of accommodations and meals from the Royal Care Standard Recovery Menu for up to 14 days. Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis. If you are staying at Grand Residences, this policy also applies.

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. Accommodations for quarantine are subject to availability. This policy is valid until December 31st, 2021.

RESTRICTIONS


Frequently Asked Questions

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.

Your test results must be dated within 72 hours of your departure. Royal Resorts is not responsible for results.

COVID-19 Antigen tests

Starting January 23, Royal Resorts, through certified independent laboratories, is making convenient COVID-19 antigen testing available at no cost onsite at The Royal Sands, The Royal Haciendas and Grand Residences. Tests are carried out Monday to Saturday from 8 a.m. to 4 p.m. at The Royal Sands and Grand Residences and Wednesday to Friday from 8 a.m. to 4 p.m. at The Royal Haciendas. It is important to note that free testing is one-time only and for guests who have no symptoms. Results are available in 24 hours. Royal Resorts is not responsible for the results.

Reservations for onsite testing are required with 24 hours notice.

If you are staying at Royal Resorts, click here to make reservations for COVID-19 tests.

If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

If you have symptoms, please contact the resort doctor to make arrangements for a test.

COVID-19 PCR tests

The PCR test now required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is also available onsite at The Royal Sands, The Royal Haciendas and Grand Residences through certified independent laboratories, at a cost of US$100-$110 per person. Test results within 24 hours. Royal Resorts is not responsible for the test results.

These are exclusive prices for Royal Resorts members and guests. Guests showing symptoms must remain in their room and follow the doctor’s instructions.

If you are staying at Grand Residences

The antigen nasal swab test is available at your resort at no cost. Results are available within 24 hours.

The cost of the PCR test at Grand Residences is US$110 and results are ready in 52 hours. Appointments for testing can be made through the Concierge or the Front Desk.

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

You should receive your COVID-19 test results from the laboratory within 24 hours.

Please bear in mind that your test results must be dated within 72 hours 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.

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.

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

If you test positive, Royal Resorts will cover the cost of accommodations and meals from the COVID Recovery Menu for up to 14 days. Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis. 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.

RESTRICTIONS

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

Accommodations for quarantine are subject to availability. This policy is valid until December 31st, 2021.

6. What is the COVID Recovery Menu

The COVID Recovery Menu is a menu developed by our house doctor with recommended meals for COVID patients. The meals on this menu are covered during the up to 14 day quarantine period covered by Royal Resorts 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 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.

If you are staying at Royal Resorts, click here to make reservations for COVID-19 tests. You will receive an email from the laboratory confirming the day and time.

If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

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

The PCR test now required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is available at Royal Resorts.

Prices

In Cancun and The Royal Haciendas Cost: US$100 per person.

Test results within 24 hours.

At Grand Residences: US$110 per person.

Results are ready in 52 hours.

Reservations are required see previous question for details.

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, are required to provide a negative COVID-19 test result or documentation of recovery.

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

Some drugstore chains are offering a cheaper 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