{"id":53281,"date":"2020-03-31T00:00:00","date_gmt":"2020-03-31T00:00:00","guid":{"rendered":"https:\/\/royalresorts.com\/blog\/covid-19-update-march-30-2020\/"},"modified":"2021-11-16T06:04:11","modified_gmt":"2021-11-16T06:04:11","slug":"covid-19-update-march-30-2020","status":"publish","type":"post","link":"https:\/\/www.royalresorts.com\/blog\/covid-19\/covid-19-update-march-30-2020\/","title":{"rendered":"COVID-19 UPDATE: MARCH 30, 2020"},"content":{"rendered":"<p style=\"text-align: right;\"><em>Release date: March 30, 2020<\/em><\/p>\n<p>At Royal Resorts, the safety and wellbeing of our members and guests and of our employees and their families is our highest priority.\u00a0 On March 11, the World Health Organization declared COVID-19 or coronavirus a global pandemic. We are following the situation closely and monitoring the latest updates and recommendations from the WHO, CDC and the Mexican Ministry of Health. We are also seeing the most recent advisories issued by governments around the world on international travel. On March 19, the US State Department issued a Global Level 4 Health Advisory advising US citizens to avoid all international travel due to the impact of COVID-19.<\/p>\n<p>As the situation unfolds, we understand that you may have to modify your travel plans. We would like to share information with you about the measures in place to help you if this is the case.<\/p>\n<h2>Assistance for changing vacation plans at Royal Resorts<\/h2>\n<p>If you are unable to travel at this time, Royal Resorts has the following options to help you:<\/p>\n<ul>\n<li><strong> For Royal Resorts Members with fixed weeks<\/strong><\/li>\n<\/ul>\n<p>For Fixed week members and those with Internal Exchange stays scheduled between Weeks 12 and 21, 2020, you may change your reservation and take your vacation in low and mid-seasons (May, June, September and October) in 2020 and 2021.<\/p>\n<p>The exchange fee will not be charged for changes made to preexisting exchange reservations.<\/p>\n<p>A discount of 50% will apply to the exchange fee for new exchanges.<\/p>\n<p>a) The <strong>Open Certificate<\/strong> program is temporarily suspended<\/p>\n<ul>\n<li>Contracts with occupancy from May to October 2020<\/li>\n<\/ul>\n<p>b.) For the <strong>Internal Exchange<\/strong> program:<\/p>\n<ul>\n<li>Contracts for weeks 12 to 21, 2020<\/li>\n<li>Requested with a minimum of 2 weeks before check in<\/li>\n<li>50% of the internal exchange fee will be charged for new exchanges<\/li>\n<li>Travel dates in 2020: May 2 to June 26, 2020 and August 22 to October 24, 2020.<\/li>\n<li>Travel dates in 2021: May 1 to July 2, 2021 and August 21 to October 1, 2021<\/li>\n<\/ul>\n<p>Use the online internal exchange program at <a href=\"http:\/\/www.intervalservicing.com\/\">www.intervalservicing.com<\/a><\/p>\n<p>Or call 1-800-930-5050 (US &amp; Canada)<\/p>\n<p>800-099-0486 (Mexico) or 954-485-5400 (All Other Countries)<\/p>\n<p><a href=\"mailto:exchanges@intervalservicing.com\">exchanges@intervalservicing.com<\/a><\/p>\n<ul>\n<li><strong> Royal Resorts Signature Club reservations<\/strong><\/li>\n<\/ul>\n<p>Members with previously confirmed Royal Resorts Signature Club Points reservations for stays between March 16 and May 31, 2020 may make changes to their reservation up to one day prior to their arrival at no cost. If you do not contact the Signature Club to change your reservation during the stipulated time period and do not arrive for occupancy, you will lose your 2020 Points occupancy.<\/p>\n<p>Members with confirmed reservations will receive an email from Royal Resorts Signature Club about this policy and it will be published on the relevant websites.<\/p>\n<p><strong>To change <\/strong><strong>Signature Club Reservations, please contact us at:\u00a0<\/strong><strong><a href=\"mailto:rrsc@royalresorts.com\">rrsc@royalresorts.com<\/a>.\u00a0 We are experiencing a high volume of calls, so please contact us by email and we will respond as soon as possible.<\/strong><\/p>\n<p>Platinum Member Services<\/p>\n<p>US Toll Free Number: 1-888-882-9343 Mexico Toll Free Number: 800-681-9246 International: +1(954) 484-6343<\/p>\n<p>Signature Club Elite<\/p>\n<p>US Toll Free Number: 1-888-882-9259 Mexico Toll Free Number: 800 681-9247 International: +1 (954) 485-5279<\/p>\n<p>President&#8217;s Circle Concierge<\/p>\n<p>US &amp; Canada Toll-Free: 1-888-882-9252 Mexico Toll Free: 800-681-9248 International: +1 (954) 485-5109<\/p>\n<ul>\n<li><strong> Sales &amp; Marketing programs<\/strong><\/li>\n<\/ul>\n<p><strong>&#8211; Free Week Stay Certificate Reservations (FDI\u2019s)<\/strong><\/p>\n<p>Previously confirmed reservations for stays between March 16 and May 31, 2020 may be changed up to one day prior to arrival at no extra charge. If you do not contact us to change your reservation during the stipulated time period and do not show up for your stay, you will lose your Free Week Certificate occupancy for 2020.<\/p>\n<p>If you change your reservation, the certificate expiry date will remain the same but the year will be changed to 2021.<\/p>\n<p>Members with Free Week Stay certificates may change their confirmed reservations to 2021 and will be offered the same week that they had\u00a0confirmed. If the week is unavailable, it may be changed to any other week except Black out weeks.<\/p>\n<p>For assistance call the CIT department:<\/p>\n<p>Reservations in Canc\u00fan and Riviera Maya<\/p>\n<p>US &amp; Canada 1-888-387-4740 \u2022 Mexico 01-800-236-6646<br \/>\nAll other countries (954) 368-1192, 8 a.m. to 8 p.m. EST<\/p>\n<p>Reservations in Grand Residences<\/p>\n<p>US and Canada Toll free 1-888-387-4740 Mexico Toll-free 01-800-236-6646 Elsewhere (954) 368-1192, from 8 a.m. &#8211; 8 p.m. EST<\/p>\n<p><strong>&#8211; Discovery Vacation Package, <\/strong><strong>Bounce Back, Heritage, Friends &amp; Family Reservations<\/strong><\/p>\n<p>Previously confirmed reservations for stays between March 16 and May 31, 2020 may be changed up to one day prior to arrival at no extra charge. If you do not contact us to change your reservation during the stipulated time\u00a0period and do not show up for your stay, you will lose your 2020 certificate occupancy.<\/p>\n<p>Call the following numbers to change your reservation:<\/p>\n<p>Discovery Vacation Certificate holders with numbers 171000 should call RCI Toll Free MX 01800 0621552 US \/ Canada 1866 6947181<\/p>\n<p>Discovery Vacation Certificate holders with numbers 174000 should call CIT:<\/p>\n<p>Toll Free Mexico 800 999-1303 US\/Canada 1888 224-9095<\/p>\n<p><strong>&#8211; Bounce Back<\/strong><\/p>\n<p>Call CIT for assistance<\/p>\n<p>Certificates for stays at Grand Residences Call 01 800 008-5252 \/ US 01800 008-5252\u00a0<a href=\"mailto:reservations@grandresidencesrivieracancun.com\">reservations@grandresidencesrivieracancun.com<\/a><br \/>\nCertificates for stays at The Royal Cancun, The Royal Sands or The Royal Haciendas Call 1 877 736-4556 \/ 01 800 845-0428<\/p>\n<ul>\n<li><strong> For members or guests who booked a Royal Resorts stay with Royal Reservations online or through the Call Center or with an OTA <\/strong><\/li>\n<\/ul>\n<p>Royal Reservations has flexible cancellation policies that will allow you to modify or postpone your trip at no additional cost when circumstances require it. If you\u00a0booked your vacation with Royal Reservations online or through the Call Center or with an OTA the following policies apply:<\/p>\n<ul>\n<li><strong>Existing Reservations:<\/strong>Any reservation previously booked online on our website, through the Call Center or with an OTA scheduled to arrive between March 16 and until May 31, 2020, may be canceled or modified up to 1 day\u00a0before arrival without penalty charges. In case of a no show, the corresponding penalty will be applied.<\/li>\n<li><strong>New reservations:<\/strong>Any new reservation booked directly on our website, through the Call Center or with an OTA between March 16 and until April 30, 2020, for travel between March 16 and until June 30, 2020, may be canceled or modified up to 1 day before arrival without penalty charges. No penalty charges. In case of a no show, the corresponding penalty will apply.<\/li>\n<li><strong> For members or guests who have an international exchange reservation at Royal Resorts<\/strong><\/li>\n<\/ul>\n<p>If you have an international exchange stay reservation at Royal Resorts please contact RCI or Interval International, depending on the company you booked through, for assistance.<\/p>\n<h2>Additional hygiene measures implemented at Royal Resorts<\/h2>\n<p>Royal Resorts follows the highest hygiene and cleanliness standards in its daily cleaning regime for rooms, guest areas, offices and back of house service areas.<\/p>\n<p>However, as a precaution, we are taking additional measures to reinforce our normal protocols.<\/p>\n<ul>\n<li>Public areas with lots of guest movement and surfaces that are frequently touched such as door handles, elevator buttons, railings and counters are being cleaned more regularly during the day with high-grade disinfectant.<\/li>\n<li>Hand sanitizer gel is already available in all guest and staff bathrooms at Royal Resorts and we have added more dispensers in restaurants, bars, at the front desk and in other guest areas.<\/li>\n<li>Sports gear, yoga mats and fitness machines are cleaned with disinfectant before and after use and sanitizer wipes are now available for guests if they wish to give them an additional wipe down.<\/li>\n<li>The restaurants and bars have reinforced cleaning protocols, both front of house and in the kitchens. When seating guests more space is being left between tables. Additionally, changes are being made to the buffets to reduce lines, guest contact and communal use of serving spoons. Staff will serve guests wherever possible and individual portions of food such as yoghurt will be covered. Special menus are being offered and further steps may be taken during the contingency without affecting service and the guest dining experience.<\/li>\n<li>The resort buses are being cleaned after every service.<\/li>\n<li>In addition to cleaning procedures, we have also been sharing information with staff about coronavirus and the preventive measures they should take in the workplace, at home and in the community.<\/li>\n<li>Guests can also find reminders of hygiene measures to follow on our website and at their resort.<\/li>\n<li>In the event that a guest begins to feel unwell they can get their temperature checked at no charge by a doctor at the resort first aid station.In the event that further medical attention is required, Guest Services staff are on call to offer assistance.<\/li>\n<\/ul>\n<p>Occupancy policy change<\/p>\n<p>As part of its COVID-19 contingency planning and due to low occupancy, which makes it difficult to keep certain guest services running at all our resorts, Royal Resorts has implemented an occupancy policy change. Starting Tuesday, March 24, it began moving all members and guests to The Royal Sands where they will continue to enjoy our hallmark hospitality and service. This policy will remain in place until occupancy levels rise once more.<\/p>\n<h2>Changes to restaurant, store and Spa hours at The Royal Sands<\/h2>\n<ul>\n<li>The Taco Tuesday, Pozole Thursday and Seafood Friday lunch buffets at Hacienda Sisal have been suspended until further notice.<\/li>\n<li>The Hacienda Sisal Sunday Brunch has been cancelled until further notice.<\/li>\n<li>From March 20 until further notice, Hacienda Sisal will be opening from 5 p.m. to 11 p.m. There will be no lunch service.<\/li>\n<li>The Char-Hut restaurant is closed but food and beverage service will be offered in the Pool Bar at Phase 1.<\/li>\n<li>From March 29, The Royal Market will open from 9 a.m. to 5 p.m. daily at The Royal Sands. The Royal Market store next to Captain\u2019s Cove is closed until further notice.<\/li>\n<li>Starting March 24, the boutique at The Royal Sands will be open Monday to Saturday from 9 a.m. to 5 p.m.<\/li>\n<li>The Royal Sands Spa and gym opening hours have changed, both will be open Monday to Friday from 7 a.m. to 3 p.m. Closed Saturday and Sunday.<\/li>\n<li>As a precaution and to allow time for additional cleaning and disinfecting, the guests may use The Royal Sands gym 45 to 50 minutes maximum, entering on the hour. The number of people who may use the gym at any given time has been reduced to 10.<\/li>\n<\/ul>\n<p>Only one person may use the sauna or Jacuzzi at a time. The wet areas pass is not available at this time.<\/p>\n<ul>\n<li>The following restaurants are closed until further notice: Captain\u2019s Cove and El Conquistador.<\/li>\n<\/ul>\n<p>Royal Resorts will keep guests updated as it receives further news from the Mexican authorities.<\/p>\n<p>The Quintana Roo State Government also has a Health helpline staffed by multilingual personnel that visitors can call if they begin to have symptoms or think that they may have been exposed to coronavirus, 800-2774780<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Release date: March 30, 2020 At Royal Resorts, the safety and wellbeing of our members and guests and of our employees and their families is our highest priority.\u00a0 On March 11, the World Health Organization declared COVID-19 or coronavirus a global pandemic. We are following the situation closely and monitoring the latest updates and recommendations [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[48],"tags":[],"class_list":["post-53281","post","type-post","status-publish","format-standard","hentry","category-covid-19"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.3.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>COVID-19 UPDATE: MARCH 30, 2020 - Blog<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.royalresorts.com\/blog\/covid-19\/covid-19-update-march-30-2020\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"COVID-19 UPDATE: MARCH 30, 2020 - Blog\" \/>\r\n<meta property=\"og:description\" content=\"Release date: March 30, 2020 At Royal Resorts, the safety and wellbeing of our members and guests and of our employees and their families is our highest priority.\u00a0 On March 11, the World Health Organization declared COVID-19 or coronavirus a global pandemic. 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