Our Royal Care Standard

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 have raised 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 have been 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.

The Royal Sands, The Royal Haciendas, The Royal Islander, The Royal Cancun, Grand Residences Riviera Cancun and Thomas More Travel have all received the Clean and Safe Check certificate from the Quintana Roo Tourism Board and Department of Health. This official certificate also has the Safe Travels seal of approval from the World Travel & Tourism Council.

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We 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.
Signage around the resorts reminds 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 have been rearranged on the pool deck and beach to ensure a safe distance between families.
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.

Due to the stability of COVID-19 in the area, the Quintana Roo state government declared the use of face masks optional, however we still recommend their use in indoor spaces and where the safe distance of 5 feet cannot always be guaranteed due to gatherings of large numbers of people, such as the lobby, Royal Market, gift shop, restaurants, activity centers, kids clubs, the inter-resort shuttle and Thomas More Travel vans. Additionally, if you have a preexisting medical condition, you should wear a mask.

The mandatory use of face masks continues in some places such as the airport, hospitals, when using public transportation, and by companies that by the nature of their activities still require them.
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 disinfecting luggage before taking it to rooms and increased cleaning of the air- conditioning system.
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, remote controls, 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 are sanitized before guests check in and 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.
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 wear face masks. New seating plans in our restaurants and bars allow for greater separation between tables.

All our restaurants and bars offer contactless menus, accessible online by scanning a QR code. We also have printed menus that are disinfected after each use.
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 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.
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.
The inter-resort shuttle bus, employee buses and the vans used to transport guests to the Airport and on tours are cleaned and disinfected after every journey. The number of passengers permitted in each vehicle has been reduced to allow for social distancing and masks are compulsory. Hand sanitizer is available for passenger use in all vehicles.

Special rates for private transport to the airport are available through Thomas More Travel.
wet wipes
Using the Royal Resorts app gives members and guests contactless options for check-in and for checkout. They can use it to make reservations, send special requests, get the daily activity program and restaurant information and pay their bill by credit card at the end of their stay.

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We have 24-hour phone and email service and an online customer care team to provide assistance.

Guests can find reminders of good hygiene practices to follow on resort notice boards, on our website, at the Front Desk and on our TV channel, Royal Channel.

We are caring for our dedicated staff and monitoring their health constantly. They use face masks 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 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 Read the protocol for possible COVID-19 cases.