Frequently Asked Questions
Getting to your resort, villa information, about your resort and more.
Getting to your Resort
What is the best way to get from the airport to the Royal Resorts in Cancun and The Royal Haciendas in the Riviera Maya?
Thomas More offers a convenient transfer service to the Royal Resorts in Cancun and The Royal Haciendas in the Riviera Maya. Due to the fact that a large number of resort members already book the Thomas More Airport Transfer service, the vans go directly to the Royal Resorts between the hours of 7 a.m. and 9 p.m. without stopping at other hotels thus making your travel time shorter. This will not happen with other airport transfer providers.
Is there a shuttle service between the Cancun Royal Resorts and The Royal Haciendas?
Thomas More Travel, the in-house travel agency at the Royal Resorts offers private and shared transport between the Cancun resorts and The Royal Haciendas. If you would like to spend the day at The Royal Haciendas or are staying at our Riviera Maya resort and would like to come to Cancun, please visit the tour desk in your resort one day before to organize your transport. Ask your concierge about transport between the resorts during the week. If you are spending a week at the Royal Resorts and then switching to The Royal Haciendas or vice versa, you can use the Saturday Inter-Club Shuttle.
Is there a free shuttle service between the Royal Resorts in Cancun?
There is a shuttle service that you can use to travel between the five clubs and enjoy the beaches, facilities and activities on offer. It’s free, convenient and operates throughout the day and evening. Timetables are posted in the motor lobby. No Saturday service.
Is there transport from The Royal Haciendas to Playa del Carmen?
There is a limited shuttle service during the day until 6:30 p.m., reservations required one day before. Taxis are also available from the resort.
Can I get a taxi from my resort?
There are taxis available at all the Royal Resorts. Ask the bellboy to get one for you. Check the current taxi fares posted in the motor lobby. Taxi fares are higher for taxis at a taxi rank than if you flag one down in the street.
Does my resort have a parking lot?
Free parking is available at Royal Resorts for guests who rent cars or bring their own vehicle.
Your Villa
How many people does my villa accommodate?
The villas at Royal Resorts sleep six with the exception of The Royal Cancun (formerly Club Internacional de Cancun). There is a king-size bed in the master bedroom and two double beds in the second bedroom. The living room also has twin Murphy beds. If you are staying in the one-bedroom suite (A side), the occupancy limit is four people. Two people are permitted in the lock off Jr. Suite (B side). The Royal Cancun (formerly Club Internacional de Cancun) offers two villa options: the “B” villa with two bedrooms and one bathroom accommodates up to five people and the “C” villa has two bedrooms and two bathrooms and accommodates up to six people.
Is the villa fully equipped?
Your two-bedroom, two-bathroom villa is fully furnished and equipped down to a blender, tableware, saucepans, linens, towels and a corkscrew. The kitchen has a full-size refrigerator, an electric stove with an oven, a microwave oven and a dishwasher if you plan on doing some of your own vacation catering. Other appliances in the villa include a coffee maker, iron and ironing board, hair dryers, TV, stereo and a DVD player. The lock off or “B” side of the villas at The Royal Haciendas come equipped with a kitchenette; at The Royal Mayan, The Royal Caribbean and The Royal Islander, they have a coffee machine and mini fridge and at The Royal Sands they are equipped with coffee machines, microwave ovens and mini fridges.
You may review a villa inventory at www.royalresorts.com Toilet paper, detergent, dishwasher powder and a small supply of coffee filters, salt and pepper are included. Shampoo, soap and conditioner are not supplied.
Do the TVs have a connection for Play Station or Xbox?
Yes, there are suitable connections in the villas.
Are the villas air-conditioned?
All villas have centrally controlled air-conditioning.
Is there maid service?
A maid will clean your villa every day except on Sundays and national holidays. Please take note that maids do not clean the kitchen and you must make sure that all the dishes are washed and stored before checking out on Saturday in order to avoid additional charges.
Can I smoke in my villa?Out of consideration for other guests smoking is only permitted on the terrace of your villa with the sliding doors closed and using the ashtray provided. Violators of this resort rule risk incurring fines. You may smoke in the gardens and other public areas of the resort as long as they are outside. Under Mexican law, smoking in enclosed public spaces such as restaurants, bars and stores is no longer permitted. Please respect the “No Smoking” signs posted in the resorts and wherever you go in Mexico.
About your Resort
What credit cards do you accept?
Royal Resorts accepts Visa and Master Card. American Express is not accepted.
How can I pay my Bill?
During your stay you use your Room Key Card to order drinks and meals, to shop at the convenience store and the boutiques, at the spa and to book tours. All purchases are charged to your Club Bill. At the end of your stay you can settle your Club Bill with cash (US dollars, Mexican pesos or Euros), Travelers checks or Visa or Master Card and debit cards with the Visa or Master Card logo. We do not accept personal checks, American Express and Discover cards.
What is the current exchange rate at the Royal Resorts?
U.S. Dollar: 12.30 pesos per dollar
Canadian Dollar: 11.50 pesos per dollar
Euro: 15.20 pesos per Euro
Exchange rate information is updated as needed.
Can I drink the water?
Yes, you can drink the water at Royal Resorts straight from the tap. It is purified to US standards using the reverse osmosis system. Outside the resorts, however, we recommend that you drink bottled water. If you are going to be in the sun all day on a trip to one of the archaeological sites or nature parks, make sure you drink plenty of water.
Do the Royal Resorts have Wi-Fi?
The five Royal Resorts in Cancun all have Wi-Fi hotspots in the restaurants and around the pools. Ask at the Front Desk for locations and access codes. The Royal Haciendas in the Riviera Maya has Wi-Fi in the villas and throughout the resort. If you are not planning to bring your laptop with you on vacation, you may purchase a web pass at The Royal Market store in your resort and use the computers in the cyber café. Dial up Internet access for your villa can also be arranged at a cost through The Royal Market.
Do you have cribs and high chairs?
If you are going to need a crib or high chair please send an email to your resort prior to travel. Availability is limited.
Do you have wheelchairs?
Standard wheelchairs are available on request from the Front Desk. Please let us know in advance if you are going to need one, as availability is limited. Amigo Classic travel mobility aids (scooters) can also be rented from The Royal Market at your resort.
Is there a babysitting service?
You can arrange for a babysitter through the Front Desk; 24 hours advance notice is required. Royal Resorts is not responsible for the babysitting service which is provided by an independent service provider.
Is there a gym at my Resort?
There are gyms at The Royal Sands, The Royal Caribbean and The Royal Cancun (formerly Club Internacional de Cancun) in Cancun and at The Royal Haciendas in the Riviera Maya. Guests staying at all the Royal Resorts may use them on purchase of a daily or weekly gym pass.
Is there a Spa at my resort?
The Royal Resorts has two Spas, one at The Royal Sands in Cancún and the other at The Royal Haciendas in the Riviera Maya. Members and guests staying at any of the Royal Resorts may book spa treatments at both facilities. Beach, villa and terrace massages can be arranged at any of the resorts.
What activities/facilities does your resort offer?
All the Royal Resorts are beachfront properties offering accommodation in spacious and fully equipped villas and five-star amenities ranging from pools, tennis courts, water sports, activity programs for adults and children to restaurants, bars, convenience stores, travel and car rental desks. Click here to see an activity program
Do you have a resort store?
All the Royal Resorts have convenience stores carrying a selection of imported and Mexican goods. Open daily from 7 a.m. to 11 p.m., The Royal Market stocks snacks and deli produce, fresh fruit and vegetables, bread and cookies, frozen goods, groceries, soft drinks, beer, wines and spirits, household goods and souvenirs. There is also a drugstore counter.
Is there a laundry at my resort?
Yes, there is a guest laundry at the resort with washing machines and driers. The resort stores stock a selection of detergents and fabric softeners.
Are the Royal Resorts pools heated in winter?
With the exception of the pools at The Royal Mayan, all Royal Resorts pools are heated during the winter, from November to April.
Do you have tennis rackets, golf clubs, snorkeling gear and kayaks available and is there a charge for using them?
Each resort has a Sports Desk and guests can sign out tennis rackets, golf clubs and snorkeling gear free of charge. Sailboats are available at the Cancún Royal Resorts and kayaks at The Royal Haciendas in the Riviera Maya. All the Royal Resorts have three tennis courts (The Royal Sands has four) with synthetic turf and floodlights for evening play.
Do you have all-inclusive meal plans to buy?
Royal Resorts does not offer all-inclusive meal plans at this time.
What are the check in and checkout times at Royal Resorts?
Royal Resorts occupancy intervals run for seven days from Saturday to Saturday. Check in is at 4 p.m. and check out is at 11 a.m. on Saturday.
How can I obtain maps showing the location of the Royal Resorts?
Click here to see our map collection.
About your Destination
Where can I change money?
The official currency in Mexico is the Mexican peso. Dollars are also accepted in Cancún and other Mexican Caribbean destinations but not outside the tourist areas. You can exchange your US dollars, Canadian dollars, Euros, sterling and travelers checks for pesos at banks and bureau de change. US and Canadian dollars and travelers checks can also be exchanged at the Front Desk in your resort.
What languages do people speak in Mexico?
The official language in Mexico is Spanish although English is widely spoken, especially in resort areas. Some tour guides and resort staff also speak French, Italian, German and Portuguese. Maya is the native tongue and is still spoken in rural communities throughout the Yucatán.
What is the weather like in Cancun and the Riviera Maya?
The Mexican Caribbean enjoys over 300 days of sunshine during the year and the climate is hot and humid. Temperatures in January hit an average high of 27˚C/81˚F and a low of 19 ˚C/66˚C. Summer temperatures are higher and with 80% humidity, it feels even hotter. July and August are the warmest months with an average high of 32˚C/90˚F and nighttime lows of 26˚C/78˚F registered for July. The rainy season runs from June to October and rainfall usually takes the form of short, heavy showers and thunderstorms. Tropical weather systems forming in the Caribbean may occasionally bring longer periods of rain and wind. Winter rainfall and lower temperatures are brought by nortes or northerly winds blowing in from the Gulf of Mexico. They usually last for two to three days.
What clothes should I bring?
We recommend that you bring cool, light colored cotton clothing and a pair of comfortable shoes if you are planning to explore the area’s archaeological sites. You will need trousers and long-sleeved shirts for jungle treks. Pack a light jacket or sweater or a shawl for the evenings, especially in the winter. A hat, sunglasses and plenty of sun block are indispensable.
What time zone is Cancun in?
The Mexican Caribbean is on Central Standard Time, six hours behind Greenwich Mean Time.
What is the power voltage in Mexico?
110 volts. We recommend that you bring a voltage converter with you if you are using 220 volt devices.
What is the standard tipping practice?
Waiters generally receive 15% and sky caps and bell-boys $2 US per bag. The suggested daily tip for the maid who cleans your villa at Royal Resorts is $3 US for the suite and $2US for the room or $5 US when the villa is fully occupied.
Are there golf courses near my resort?
There are a number of 18-hole golf courses in the Cancun area and in the Riviera Maya and Cozumel. Royal Resorts members and guests are entitled to special discounted green fees at several local golf clubs, please contact the Royal Resorts Golf Reservations Center upon arrival for more details and reservations.
Do the cell phones work in Cancún?
You need to check with your service provider in your own country before departure to make sure that you have international coverage. Cell phones are available for rent locally.
Are there are any Alcoholics Anonymous meetings in Cancún or Riviera Maya?
Ask at the Front Desk upon arrival at your resort for details of English speaking AA meetings held regularly in the area.
Where can I get information about local church services?
Ask at the Front Desk upon arrival at your resort for a list of churches and the times of services. Some churches and hotels offer services in English.
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