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 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 have 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.
The Royal Sands, The Royal Haciendas, The Royal Islander, The Royal Cancun and Grand Residences Riviera Cancun 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.
Check the FAQ section
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.
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.
We ask all guests to wear a mask in public areas of the resort where it is not possible to keep a safe distance; this is for your protection and that of others. Masks must be worn in the Activity Center, Kids Club, Spa and other indoor spaces, when using the shuttle bus and in Thomas More Travel vans.
The use of masks is mandatory outside the resort, for example, in buses and taxis, in supermarkets and shopping malls.
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
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 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 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
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
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.
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.
Download the app now:
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 will all use 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 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
Read the protocol for possible COVID-19 cases.