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Ideally situated between Cancun and Playa del Carmen, within a half hour from the Cancun International Airport, Grand Residences is a tranquil enclave protected by the National Marine Park in the front yard and a broad ecological sanctuary in the backyard.
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Royal Resorts is pleased to present the REFINE Package Collection, an exclusive selection of experiences and activities designed to enrich your vacation.
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Discover the exclusive lifestyle and leisure club for Royal Resorts Members. It offers you endless benefits including an online portal where you can shop for thousands of products and travel services such as hotels and cruises.
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Home » Privacy Policy

Royalresorts.com Privacy Policy

August 16, 2013.

All the businesses that operate under the Royal Resorts ® brand are committed to protecting and respecting your privacy, adhering to the principles of legality, consent, information, quality, purpose, loyalty, adequate use and responsibility. This policy establishes the way that all the personal information we obtain or that you provide will be processed. Please read the following information carefully to understand how the information that you supply personally and that which you provide through the use of the websites that operate under the Royal Resorts® brand is handled.

If you do not agree with the way we collect or handle your personal informaåtion, we ask that you please refrain from supplying this information understanding that by doing so, the company still reserves the right to provide the requested services.

The Purpose of the Handling of Information

The information you provide helps us understand your needs and interests and provide quality service. We use your information to communicate with you, to provide service and support, to give you updates on services and offers that may be of interest and to investigate complaints, answer questions or find out about your preferences. Occasionally, we may use your information to contact you to do market research about our products or services. We will always provide a means to unsubscribe from informative emails as well as those associated with market research or surveys. If this is the case, in the same form used to supply personal information there will be an area where you may request the removal of your name and email. If this done through the Internet, it will be immediate, alternatively an email or address will be supplied so that you may ask to be unsubscribed. This will take place within five business days after the request was received.

The personal information you supply is also useful for the following purposes:

Necessary in order to provide the service that you are requesting:

a) To handle your vacation reservations and to process orders for products and services that you purchase to make your stay with us more comfortable.
b) To fulfill our contractual obligations arising from any formal agreement between us.

And also for additional activities such as:

a) To keep you updated on news, invitations and other activities relevant to our products and services, as well as to provide information on special offers in accordance with your tastes and preferences.
b) To allow you to have access to our online services if you are eligible and you decide to make use of them.
c) To notify you of any changes to our service.


In the event that you do not want your personal information to be used for these additional purposes, you must fill in the appropriate area in the form you are using to supply your data or inform us of your decision by sending an email to datospersonales@royalresorts.com

If you were unaware of this Privacy Policy personally or directly you have a period of five business days in which to inform us, if you so wish, of your refusal to have your personal information used for additional purposes, by sending an email to the aforementioned address given in the preceding paragraph.

Information Collected from Users

The Royal Resorts® group collects information in different ways and from many areas, including our network of websites. The personal information that you provide voluntarily and directly or by logging in to our sites to use one of the services provided is subject to the confidentiality and privacy measures applicable for the group. The personal information requested to provide you with quality service includes: name, last name, gender, date of birth, name of employer, address, country of origin, email address, home phone and work phone number. In some special cases you will also be asked for sensitive data, which is confidential information that could affect you on a more intimate level such as credit card number or general state of health and the Company is fully committed to using this information adequately, only for the purposes indicated in this Privacy Policy and always within the confines of the Law.

The Options and Means that Royal Resorts® Offers You to Limit the Use or Disclosure of Your Information

Royal Resorts® takes the necessary steps to protect personal information from non-authorized use, disclosure, alteration or destruction and to ensure that personal information is always correct and updated according to the Federal Law for the Protection of Personal Information in the Possession of Individuals in effect in Mexico. We also require our employees, associates and service providers to take the necessary measures and make all reasonable efforts to maintain the confidentiality of the personal information that we share with them.

For online transactions we use mechanisms to encrypt and secure protocols to protect the transmission of data from our websites to our databases. Unfortunately, Internet transmission mechanisms are inherently unsafe and for this reason, the protection of data during these transmissions cannot be guaranteed.

For your own safety and privacy, we recommend that you do not send sensitive information to us via email.

Furthermore, in the event that you wish to unsubscribe from market research, customer surveys, newsletters or promotions that are sent to you on a periodic basis, you may request this in the same form used to supply personal information by filling in the appropriate area, this will be immediate if requested through the Internet, or an email or address will be supplied so that you may inform us of your decision. Your name and address will be removed within five business days after your request was received.

Means to Exercise your Right to Access, Rectify, Cancel or Challenge or to Revoke your Consent of Use of Personal Information

You may exercise your rights to access, rectify, cancel or challenge the use of your personal information as well as to revoke your consent for the use of said information by sending an email to datospersonales@royalresorts.com. Your request will be handled by the company’s Customer Service department and if it complies with the established requirements of the Law, you will receive a timely reply as stipulated in the said regulations.

Moreover, if you wish to learn more about the procedure, the requisites and the terms for exercising your rights of access, rectification, cancellation or challenging the handling of your personal information or if you wish to revoke consent for the use of said data, you may contact our Customer Service department by sending an email to the aforementioned address and you will receive the documentation requested.

Royal Resorts® may deny access to personal information, rectify, cancel or grant a request to discontinue use of said information in any of the following instances:

  • When the person making the request is not the owner of the personal information or the legal representative is not properly accredited to make a request of this nature.
  • When the personal information of the person making the request is not located in the database.
  • When the request violates the rights of a third party.
  • When there is a legal impediment or a decision from an entitled authority restricts access to the personal information or does not allow the correction, cancellation or challenging of said information.
  • When the rectification, cancellation or challenge has already taken place.

In the event of a refusal from Royal Resorts® to comply with your rights regarding said personal information, it will notify you in a timely manner and using the same means by which the request was submitted.

Similarly, Royal Resorts® is under no obligation to cancel personal information when:

- It involves the parties to a private, social or administrative contract and the information is needed for the process and fulfillment.
- When said personal information is required by a legal order.
- When to do so would hinder judicial or administrative proceedings linked to fiscal obligations, crime investigations or administrative sanctions.
- When said data is needed to protect the legal interests of the user.
- When the information is required to fulfill a legal obligation undertaken by the user, and
- When the information is used for prevention or medical diagnosis or in the provision of healthcare services by a healthcare professional subject to confidentiality.


Transfer of Information

We want the level of service you receive to be excellent. To achieve this, we share your information with other businesses in the Royal Resorts® group as well as service providers based in Mexico or outside the country, therefore we are committed to take the necessary measures to ensure that they all comply with the principles of the protection of personal information and to guarantee that your information will be handled in accordance with the terms stated in this privacy policy.

The companies that comprise the group that operates under the Royal Resorts® brand may share your information as follows in order to better serve your needs and interests and to improve their services:

Collection Agencies. We may share your information with third party companies offering collection services for a variety of goods and services that any company may have supplied to you.

Business partners. From time to time we partner with other companies to promote or sponsor special offers and deals. In such cases, we may share your information with a third party in order to obtain greater benefits for you as a result of our commercial alliances.

On-site services
. We share your information with local service providers that operate in the resorts or nearby areas of interest to our visitors offering services such as spa treatments, golf, tours or restaurants, etc.

Service providers. We have a business relationship with third party suppliers to offer goods or services such as collections on credit cards, reservation services, travel agents, etc. that may provide services through our websites, provide news or special packages for which we may need to share your personal information. Royal Resorts® supplies these third parties with only the minimum information required for this end.

Business transactions. As we develop our business there may be a need to reorganize, restructure or sell assets. In the event of a sale, consolidation or transfer of assets, Royal Resorts® reserves the right to transfer, sell or assign the collected information including, without restrictions, personal and non-personal information to one or more affiliate or non-affiliate third parties.

Taking into account the aforementioned information, we hereby request that you indicate if you consent to the transfer of your personal information or not.

I do not consent to the transfer of my personal information in the terms stipulated by this privacy policy.

I consent to the transfer of my personal information under the terms and conditions of this privacy policy.

Others. Furthermore, in accordance with the terms set forth in the Federal Law for the Protection of Personal Information in the Possession of Individuals, Royal Resorts® may share your personal information without your consent in the following cases:

  • When the transfer is required by any Law or Treaty to which Mexico is a signatory.
  • When the transfer is necessary for medical prevention or diagnosis, provision of health care, medical treatment or health care management.
  • When the transfer is made to controlling corporations, subsidiaries or affiliates under control of Royal Resorts® or a parent company or any partnership operating under the same brand and in accordance with the same internal policies and procedures.
  • When the transfer is necessary under contract, whether it is in effect or imminent, in the interest of the owner by the responsible party and a third party.
  • When the transfer is necessary or legally required to safeguard public interest or to provide or administer justice.
  • When the transfer is necessary for the recognition, practice or defense of a right in a judicial process.
  • When the transfer is necessary to maintain or comply with a legal relationship between the owner and the responsible party.
  • In cases where there is reason to identify, contact or initiate legal action against someone who is breaching the rights of privacy, safety and the property of Royal Resorts®, its visitors, guests, employees, suppliers or the public in general.


The Procedure and Means by which Royal Resorts® will notify you about changes in the Privacy Policy

The Royal Resorts® group reviews the Privacy Policy periodically to ensure that it continues to fulfill its objectives. The terms and conditions set forth in this Privacy Policy may change without prior notice. Changes made to the terms and conditions will be available to you on the Royal Resorts® homepage, www.royalresorts.com, as well as at Reception in all our resorts or the businesses that collect information and will display the date of modification. All changes to the policy are effective as of the publication date. The use of the site and/or the services constitutes an acceptance of the most recent Privacy Policy published herein.

Non-personal Information

As is the case on almost all websites, Royal Resorts® uses cookies and other technology to provide content specific to your interests, to process your reservations and requests and/or analyze your visit patterns. Cookies are isolated and cannot be used as a means of revealing the identity of those who use the site. Cookies identify the type of browser rather than the person when our sites are visited. If you wish to eliminate cookies from your computer, you can do so with your browser (use the “help” option in your browser to learn more about eliminating cookies from your computer).

We may also collect information using “pixel Tags”, “web beacons”, “clear gifs” or similar means (generically referred to as “pixel Tags”) that allow us to obtain non-personal information or additional information such as domain names, areas of the site that you visit, your operating system, the version of the operating system that you use, the version of your browser and the URL you visited prior to our site. This information is used to improve your experience on the website and understand usage patterns.

We may also use third party advertisements on our websites. These advertisers may also use cookies or pixel tags to identify which advertisements you have seen and on which pages and other information of this nature. Royal Resorts® does not have control of the use of this technology by third parties and therefore cannot be held responsible for their acts and policies.

The non-personal information does not identify the user personally and we may therefore use it or disclose it for any given purpose. If this information is combined with any personal information such as your email, the information will be processed as personal information in compliance with our policy.

Use of Websites that Operate with the Royal Resorts® Brand and Links to Other Sites

You should be aware that any of the websites that operate with the Royal Resorts® brand may contain links to other websites and the personal information that you enter may be transmitted to these third party websites. Therefore Royal Resorts® cannot be held responsible for the use of the information that is transmitted through these links. The links available in Royal Resorts® websites are exclusively for your convenience and for merely informative purposes. Royal Resorts® declares that it is not aware of all the information contained in these websites which is why the inclusion of these links in any of the Royal Resorts® websites does not imply endorsement or approval on its part with respect to the linked websites’ content, advertising, products, services, policies or other material in or available through these websites and therefore does not take responsibility for their content. If you decide to access any of these links you do so at your own risk and it is your responsibility.

The Identity and Address of the Responsible Party that Collects Information.

In order to comply with that which is set forth in section I of the 16th Article of the Federal Law for the Protection of Personal Information in the Possession of Individuals, the company designates Operadora Corporativa Miró, S.A. de C.V., located in Boulevard Kukulkán Kilómetro 17, Lote 51, Local 102-W Interior, Hotel Royal Islander, Zona Hotelera, C.P. 77500, de la Ciudad de Cancún, Municipio de Benito Juárez, Estado de Quintana Roo, as responsible for the personal information that is collected by all the businesses that operate with the Royal Resorts® brand and will foster the protection of said information within the organization and will make this policy known to our service providers in order to ensure its strict compliance and will also be in charge of following up on requests from the owners of the personal information in the exercise of their rights in accordance with the provisions made in the aforementioned Law.