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Our Resorts
Grand Residences
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.
Guest Services & Amenities
REFINE Packages
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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Royal Resorts Signature Club
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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The Spa
Seek sanctuary at the Royal Resorts Spa and pamper body and soul with an exclusive collection of facials, body wraps and massages designed to relax, soothe and rejuvenate your skin.
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Fitness Center
Stick to your daily workout at the Royal Resorts Fitness Centers. In four different locations, they all have the latest cardiovascular equipment and weights.
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Activities & Sports
Join in the fun at Royal Resorts. Visit the Activity Centers to see the sports, games, crafts and competitions on offer for children and adults, play a game of tennis, go snorkeling and even try your hand at sailing.
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Tours & Water Sports Our Recomendations
Gift Shops
Need an extra swimsuit or sandals, sunglasses and a hat or are you looking for colorful Mexican arts and crafts to take home as souvenirs?
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The Royal Market
With a store in all six resorts, The Royal Market takes care of all your supermarket needs and offers a variety of convenient services so that you can make the most of your vacation time.
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Special Events
The Royal Resorts Wedding & Events Coordinator will plan your day to perfection.
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Home » Contact Us

Contact Us

This section was designed with your needs in mind; we hope that you will find it useful. Of course, you are welcome to contact us directly and we will do our best to help you.

Frequently Asked Questions

Following are answers to some of the most commonly asked questions about Royal Resorts. If you don't find what you're looking for, please send us your question using our Question Form and a Customer Services representative will contact you shortly.


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 guests book the Thomas More Airport Transfer service, 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 convenience is not available 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 for a second week 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 four clubs and enjoy the beaches, facilities and activities they 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. There is a charge per person and you can check departure times at the Front Desk.
Taxis are also available from the resort round the clock. If you need a taxi please call the Bellboys to request one and give them 15 minutes notice.

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 Royal 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. The Royal Haciendas has two bedrooms with two bathrooms. There is a king-size bed in the master bedroom and two double beds in the second bedroom. The living room has twin Murphy beds. The Royal Sands, The Royal Caribbean and The Royal Islander also have two bedrooms and two bathrooms and sleep up to six people. 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).

Is the villa fully equipped?

Your 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 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. 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 official Mexican 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, Master Card and American Express.

Do I need to leave a credit card voucher or deposit when checking in?

When registering, guests are asked for a deposit of $10,500 pesos per week (the equivalent of $1,500 pesos a day) if they are staying in the villa. The deposit is $7,000 pesos for the suite ($1,000 pesos a day) and $3,500 pesos for the room ($500 pesos a day), respectively. The deposit can be made in Mexican pesos or dollars using the daily exchange rate or by pre-authorizing a credit card voucher and it will enable guests to charge meals and purchases to their villa. In the event that guests exceed the credit limit, they should visit the Front Desk to extend it.

Guests who do not charge any purchases or meals to their villa will have their full deposit reimbursed by the Front Desk clerk at the end of their stay. If they made some purchases, they will receive the remainder of their deposit after charges have been deducted. Cash will be returned if a cash deposit was made and signed credit card vouchers will be cancelled. Royal Resorts members are exempt from this policy.

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), traveler’s checks in Canadian dollars, Euros, British sterling or Swiss francs (traveler’s checks in US dollars are not accepted) or Visa, Master Card or American Express and debit cards with the Visa or Master Card logo. Royal Resorts does not accept personal checks or the Discover card.

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.

What time do I need to check out?

Check out time is at 11 a.m. on Saturday and is strictly enforced. If your villa is not vacated by 11 a.m. a $100 US late fee for every hour thereafter will be charged to your account. Each Resort has facilities for luggage storage, showers, and a waiting area if you have a flight later in the day and of course you can spend your final hours in the Mexican Caribbean on the beach or by the pool.

What is the current exchange rate at the Royal Resorts?

U.S. Dollar: 13.80 pesos per dollar
Canadian Dollar: 11.40 pesos per dollar
Euro: 17.10 pesos per Euro
Last updated: 17 Diciembre, 2014

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 Royal Sands, The Royal Caribbean, The Royal Islander and The Royal Cancun in Cancun and The Royal Haciendas in the Riviera Maya all have Wi-Fi in the villas and throughout the resort areas. If you would like to use this complimentary Wi-Fi service, ask at the Front Desk for the access code upon arrival.

If you are not planning to bring your laptop with you on vacation, you may purchase a web pass at The Royal Market, your resort store and use the computers in the convenient Internet café area. 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-hour advance notice is required. Royal Resorts is not responsible for the babysitting service provided by an independent service provider.

Is there a gym at my Resort?

The Royal Cancun and The Royal Caribbean have hotel-style workout facilities, while The Royal Haciendas and The Royal Sands have larger Fitness Centers with professional trainers and state-of-the-art workout machines. 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 full-service Spas, one at The Royal Sands in Cancun and the other at The Royal Haciendas in the Riviera Maya. Smaller Spa facilities offering a selection of facials, massages, manicures and pedicures are available at The Royal Cancun and The Royal Caribbean.
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.

Do you have a resort store?

All the Royal Resorts have a Royal Market carrying a selection of imported and Mexican goods. The stores are open daily from 7 a.m. to 11 p.m. in Cancun and from 7 a.m. to 10:30 p.m. at The Royal Haciendas in Playa del Carmen, 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?

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 Cancun 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. Tennis classes, clinics and matches with the tennis pro may also be arranged at the Sports Desk for an additional charge.

Do you have an activity program for children and adults?

Royal Resorts offers a fun program of activities for children, teens and adults available from Monday to Friday. You can check days, times and locations upon arrival at your resort. There are Activity Centers at The Royal Cancun, The Royal Sands, The Royal Caribbean (also serving guests at neighboring sister resorts The Royal Mayan and The Royal Islander) and The Royal Haciendas. Sports and games also take place in the pool areas and on the beach. Most activities are complimentary with the exception of craft workshops where a small charge is levied to cover materials.

There is a rainy day activity program for days of bad weather and prolonged periods of rain.

Do you have a Kids Club?

In addition to the Royal Resorts Activity Centers that offer a range of activities for children to enjoy with their parents, teens and adults, there are Kids Clubs at The Royal Sands, The Royal Cancun and the Royal Haciendas with supervised activities for children aged between four and 12 years. The Kids Club is the perfect option for parents who want to play golf, go shopping or spend the morning in the spa.
Use of the Kids Club is included in the REFINE All-Inclusive package at The Royal Sands, The Royal Cancun and The Royal Haciendas. Royal Resorts members or guests who do not have the All-Inclusive package and would like to use this service may pay the daily or weekly Kids Club fee. Information is available at the Activity Center. Space is limited.

DO YOU OFFER ALL-INCLUSIVE PACKAGES?

Royal Resorts now offers the REFINE All-Inclusive Package at The Royal Sands and The Royal Cancun in Cancun and The Royal Haciendas in Playa del Carmen.
Featuring varied dining, activities, sports, entertainment, access to the Fitness Center, a Kid’s Club and more, it is optional for Royal Resorts members and their guests and mandatory for non Royal Resorts members who exchange into The Royal Sands and The Royal Haciendas through an international exchange company. For non Royal Resorts member exchange guests staying at The Royal Cancun, the All-Inclusive package is optional.



Rental guests who are not members of Royal Resorts and who book their vacation at The Royal Sands, The Royal Haciendas or The Royal Cancun through online travel agencies or www.royalreservations.com the Reservations Center for Royal Resorts will have the All-Inclusive package incorporated in their daily accommodation rate.

For more information about the REFINE All-Inclusive Packages and REFINE Special Packages, please visit: www.royalresorts.com/packages



About your Destination

Where can I change money?

The official currency in Mexico is the Mexican peso. Dollars are also accepted in Cancun and other Mexican Caribbean destinations but not outside the tourist areas. You can exchange your US dollars, Canadian dollars, Euros, sterling and traveler’s checks for pesos at banks and bureau de change.
US and Canadian dollars and traveler’s checks in Canadian dollars, Euros, British sterling and Swiss francs can also be exchanged at the Front Desk in your resort. Traveler’s checks in US dollars are not accepted.
As part of Mexico’s campaign against money laundering, in September 2010, the Federal Government passed a reform to regulate money changing, specifically with regard to US Dollars. This legislation affects banks, bureau de change, hotels and other businesses. Please take the following into account when planning your vacation:

  • Mexican guests may change up to $300 US Dollars per day, per person. The maximum amount you are permitted to change during your stay or the month is $1,500 US Dollars. A copy of passport or credential to vote (IFE) must be provided.
  • International guests may change up to $1,500 US Dollars per person. The maximum amount you are permitted to change during your stay or the month is $1,500 US Dollars. A copy of passport and immigration form, if applicable, must be provided.
  • In addition, any Member or guest can pay in cash up to $100 US Dollars per transaction (i.e. meals and purchases at the restaurants, stores, boutiques, etc.). A copy of the corresponding official ID must be provided.
  • This measure only applies to dollar bills; it does not apply to travelers’ checks at this time.
  • Debit or credit card cash withdrawals from your account using ATMs in Mexican banks are also exempt from this legislation.
  • Credit cards (Visa, Master Card and American Express), debit cards or traveler’s checks in Canadian dollars, Euros, British sterling and Swiss francs may be used to pay your Club Bill at Royal Resorts. Traveler’s checks in US dollars are not accepted.
  • You can use your credit cards to pay for purchases in Mexico and debit cards will also be accepted if they have the Visa or Master Card logo. You may be asked to show official ID.

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 Yucatan. The service staff at our resorts speak Spanish and English.

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. 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 Cancun?

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 Cancun 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.