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COVID-19 UPDATE

January 5, 2022

We would like to give you the following information regarding the ongoing COVID-19 pandemic in our area. For reference, we have divided it into subsections, use the tabs to find what you need.

Royal Resorts Update

Important information on COVID-19

We would like to share some important information with you about COVID-19. As you know, the pandemic continues to cause travel disruption. A rise in COVID-19 cases has been seen around the world in the past couple of weeks and we expect to see this number continue to grow as people return from holiday gatherings. Even at Royal Resorts, despite the strictest of hygiene protocols, we are registering a significant increase in the number of guests testing positive for the virus and the number is rising.

Please know that Royal Resorts is working tirelessly to ensure the safety of our members, guests and employees and will continue to adhere to the strict hygiene measures that are part of our Royal Care Standard and to modify them accordingly based on the recommendations of experts and the authorities.

While we know that you are eager to travel to the Mexican Caribbean and we always look forward to welcoming you, we understand that some members and guests may wish to reconsider travel at this time.

If you do decide to change your travel plans, we are here to help you with options so that you can enjoy your vacation time in your home away from home at a later date. Please do not hesitate to contact us. In the Assistance for Changing Vacation Plans section of this update you’ll find information on the Internal Exchange program, contacting the Royal Resorts Signature Club to change points reservations and the flexible cancellation policy in effect if you booked a stay at Royal Resorts through the Call Center, Royal Reservations or an OTA. Members and guests with an international exchange reservation should contact RCI or Interval International for help, depending on the company they booked through.

We are monitoring the situation daily and will publish further updates as more information is available.



Covid-19 Test

Information for US travelers and antigen testing

The Centers for Disease Control and Prevention (CDC) travel rules for entry to the United States changed on December 6, 2021.

A COVID-19 viral test is required before you travel by air into the United States. You must show your negative result to the airline before you board your flight. In a change from previous rulings, the viral test must now be taken within one day of departure, regardless of nationality or vaccination status.

If you recovered from COVID-19 in the past 90 days, visit the CDC website for information.

This new testing rule applies to all travelers entering the United States, including US citizens and permanent residents returning home.

Children from the ages 2 to 17 also need to take a test before departure. A test is not required for children under the age of two.

If you are a non-U.S. citizen, non-U.S. immigrant (not a U.S. citizen, U.S. national, lawful permanent resident or traveling to the United States on an immigrant visa), you must also be fully vaccinated to travel to the United States by plane and you are required to show a negative COVID-19 test result.

Vaccines accepted are those on the FDA list of approved and authorized vaccines and those with an Emergency Use Listing from the WHO.

These rules apply for international travelers even if their final destination is another country but they are on a connecting flight, which first enters the United States.

To help you comply with this new travel ruling and for your convenience, Royal Resorts made COVID Antigen tests available onsite, through certified independent laboratories, at no cost at The Royal Cancun, The Royal Islander, The Royal Sands, The Royal Haciendas, and Grand Residences.

This policy has been extended until April 30, 2022 (week 17).

*Subject to change depending on changes in travel rules for entry to the US

It is important to note that free testing is for all members and guests staying at Royal Resorts, is one-time only, and available to those who have no symptoms. COVID-19 Antigen test results are available in five to eight hours after the sample is taken. Royal Resorts is not responsible for the results.

Free onsite COVID Antigen testing will be conducted in the Gran Salon at Hacienda Sisal at The Royal Sands for guests of The Royal Sands and in Villa B623 for guests at The Royal Cancun, in Villa 4430 at The Royal Islander, at the former Real Estate Sales Location right below the Tennis Courts at The Royal Haciendas and in one of the business centers in the lobby of Grand Residences.

Testing will be carried out at:

  • The Royal Sands, The Royal Cancun and The Royal Islander in Cancun – Monday to Thursday from 8 a.m. to 4 p.m., Friday from 8 a.m. to 6 p.m., Saturday 8 a.m. to 4 p.m. and Sunday 8 a.m. to 10 a.m., by appointment only
  • The Royal Haciendas in the Riviera Maya – Monday to Thursday from 8 a.m. to 4 p.m., Friday from 8 a.m. to 6 p.m., Saturday 8 a.m. to 4 p.m. and Sunday 8 a.m. to 10 a.m., by appointment only.
  • The schedule may change if needed, depending on the demand.
  • Grand Residences – Monday to Saturday from 8 a.m. to 4 p.m.

Reservations for Onsite Testing

  • The Royal Sands, click here to make reservations for COVID-19 tests. On May 10, 2021, a new lab started providing the service at The Royal Sands. If you had filled out the previous appointment form (before May 8), please fill out the form in the link listed on this bullet.
  • The Royal Haciendas, click here to make reservations for COVID-19 tests. You will receive an email from the laboratory, as soon as possible, confirming the day and time of your appointment. We appreciate your patience as the lab is experiencing a high volume of requests and is prioritizing by date of departure.
  • The Royal Islander, click here to make a reservation for your COVID-19 test at the resort.
  • The Royal Cancun, click here to make a reservation for your COVID-19 test at the resort.
  • If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

* Onsite testing is only available for guests who have no symptoms. If you have symptoms, you must contact the Front Desk or the Medical Service to make arrangements for in-room testing.

For more details on the CDC order visit:

Countries requiring PCR testing

Many countries including Canada require all inbound travelers to show documentation of a negative laboratory test result to the airline prior to boarding their flight. The test must be performed using a COVID-19 molecular polymerase chain reaction test (PCR test) with results dated within 72 hours of their scheduled departure.

If your country requires a PCR test, this is also available onsite through certified independent laboratories, for a fee of US$100 in Cancun, 2000 Mexican Pesos in The Royal Haciendas (results in 24 to 48 hours), or $110 at Grand Residences (results in 52 hours).

If you test positive and must quarantine

If you test positive, Royal Resorts will cover the cost of accommodations and meals from the COVID Recovery Menu for up to 14 days, subject to restrictions below. Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis.

If you are staying at Grand Residences, this policy also applies.

We will do everything we can to make you feel comfortable and safe while following our Royal Care Standard policy and the instructions issued by the health authorities.

RESTRICTIONS

  • Accommodations for quarantine are subject to availability. This policy is valid until April 30, 2022.
  • A minimum three-night stay is required.
  • This policy is not valid for last-minute reservations made within 24 hours of check-in.
  • The date that the COVID-19 test is taken cannot be before check-in occurs.
  • If you test positive and do not qualify for complimentary accommodations, a special accommodation rate is available for the quarantine period.

All information is subject to change at short notice.



Frequently Asked Questions

All information is subject to change at short notice.

1. Will COVID-19 tests be available at the resorts?

Yes, the COVID-19 viral antigen nasal swab test required by the United States and PCR tests are available at Royal Resorts in Cancun, The Royal Haciendas, and Grand Residences. They are administered by an authorized independent laboratory.

If you are traveling to the United States, your test results must be dated within one day of your departure. Royal Resorts is not responsible for results.

COVID-19 Antigen tests

Royal Resorts, through certified independent laboratories, is making convenient COVID-19 antigen testing available at no cost onsite at The Royal Sands, The Royal Islander, The Royal Cancun, The Royal Haciendas, and Grand Residences (This policy has been extended until April 30, 2022 and is subject to change depending on changes in travel rules for entry to the United States).

It is important to note that free testing is for all members and guests staying at Royal Resorts, is one-time only, and available to those who have no symptoms. COVID-19 Antigen test results are available in five to eight hours after the sample was taken. Royal Resorts is not responsible for the results.

Reservations for onsite testing are required with 24 hours notice.

Reservations for Onsite Testing

  • The Royal Sands, click here to make reservations for COVID-19 tests. On May 10, 2021, a new lab began providing the service at The Royal Sands. If you had filled out the previous appointment form (before May 8), please fill out the form in the link listed on this bullet.
  • The Royal Haciendas, click here to make reservations for COVID-19 tests. You will receive an email from the laboratory, as soon as possible, confirming the day and time of your appointment. We appreciate your patience as the lab is experiencing a high volume of requests and is prioritizing by date of departure.
  • The Royal Islander, click here to make a reservation for your COVID-19 test at the resort.
  • The Royal Cancun, click here to make a reservation for your COVID-19 test at the resort.
  • If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

Testing will be carried out at The Royal Sands, The Royal Islander and The Royal Cancun in Cancun and at The Royal Haciendas in the Riviera Maya – Monday to Thursday from 8 a.m. to 4 p.m., Friday from 8 a.m. to 6 p.m., Saturday 8 a.m. to 4 p.m. and Sunday 8 a.m. to 10 a.m., by appointment only. The schedule may change if needed, depending on the demand.

Grand Residences – Monday to Saturday from 8 a.m. to 4 p.m.

Onsite testing is only available for guests who have no symptoms. If you have symptoms, please contact the Front Desk or Medical Service to make arrangements for in-room testing.

COVID-19 PCR tests

The PCR test now required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is also available onsite at The Royal Sands, The Royal Islander, The Royal Cancun, The Royal Haciendas and Grand Residences through certified independent laboratories, at a cost of US$100-$110 per person. Test results within 24 to 48 hours. Royal Resorts is not responsible for the test results.

These are exclusive prices for Royal Resorts members and guests. Guests showing symptoms must remain in their room and follow the doctor’s instructions.

If you are staying at Grand Residences

The antigen nasal swab test is available at your resort at no cost. Results are available within 24 hours.

The cost of the PCR test at Grand Residences is US$110 and the results are ready in 52 hours. Appointments for testing can be made through the Concierge or the Front Desk.

2. How long does it take to get COVID-19 tests back?

You should receive your COVID-19 Antigen test results from the laboratory five to eight hours after the sample is taken.

Please bear in mind that if you are traveling to the United States, your test results must be dated within one day of your flight departure.

3. Do children need to be tested?

Yes, in the case of travelers bound for the US, children aged two and above must be tested before departure.

In the case of Canada-bound travelers, children aged five and above must be tested.

4. I recently had COVID-19 do I still need the test?

If you have had COVID-19 within three months of your departure for the United States you must show proof of the positive test result and documentation of recovery from a licensed healthcare provider giving you clearance to travel.

Check the CDC website for details

5. What happens if my COVID-19 test is positive?

If you test positive, Royal Resorts will cover the cost of accommodations and meals from the COVID Recovery Menu for up to 14 days, subject to restrictions below. Accommodations and meals are covered only for the guest/s who have tested positive and are subject to availability. We will do everything we can to make you feel comfortable and safe while following our Royal Care Standard policy and the instructions issued by the health authorities.

If you are staying at Grand Residences, this policy also applies.

RESTRICTIONS

  • Accommodations for quarantine are subject to availability. This policy is valid until April 30, 2022.
  • A minimum three-night stay is required.
  • This policy is not valid for last-minute reservations made within 24 hours of check-in.
  • The date that the COVID-19 test is taken cannot be before check-in occurs.
  • If you test positive and do not qualify for complimentary accommodations, a special accommodation rate is available for the quarantine period.

6. What is the COVID Recovery Menu

The COVID Recovery Menu is a menu developed by our house doctor with recommended meals for COVID patients. The meals on this menu are covered during the up to 14 day quarantine period covered by Royal Resorts for guests who test positive and must stay longer.

7. What happens if we need separate accommodations to stay at Royal Resorts with someone who tested positive for COVID-19?

There will be accommodations available at a special Patient Companion Rate for members and guests. If someone in your party has tested positive and you need to stay, you may reserve separate accommodations at this rate on an availability basis.

8. If I test positive for COVID-19 will I be able to leave my room to get food?

If you test positive for COVID-19 you will have to self-isolate in a room or suite in a designated area of the resort. We will do everything we can to make you feel comfortable and safe.

Will the COVID-19 test be covered by my health insurance?

An authorized independent laboratory administers the test and you will have to ask your health insurance provider about coverage.

10. Can I get an appointment for a COVID-19 test?

Yes, appointments are required for testing at least 24 hours in advance.

Reservations for Onsite Testing

  • The Royal Sands, click here to make reservations for COVID-19 tests. Starting May 10, 2021, a new lab will be providing the service at The Royal Sands. If you had filled out the previous appointment form (before May 8), please fill out the form in the link listed on this bullet.
  • The Royal Haciendas, click here to make reservations for COVID-19 tests. You will receive an email from the laboratory, as soon as possible, confirming the day and time of your appointment. We appreciate your patience as the lab is experiencing a high volume of requests and is prioritizing by date of departure.
  • The Royal Islander, click here to make a reservation for your COVID-19 test at the resort.
  • The Royal Cancun, click here to make a reservation for your COVID-19 test at the resort.
  • If you are staying at Grand Residences, please contact the Front Desk or Concierge upon arrival to make arrangements for testing.

11. I need the PCR test, can I get it on site and what is the cost?

The PCR test required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is available at Royal Resorts.

Prices

In Cancun: US$100 per person.

In The Royal Haciendas: 2000 Mexican Pesos.

Test results within 24 to 48 hours.

At Grand Residences: US$110 per person.

Results are ready in 52 hours.

Reservations are required see previous question for details.

Royal Resorts is not responsible for the results.

12. I have been vaccinated for COVID-19, do I still need the COVID-19 test or show documentation of recovery from COVID-19?

Yes, all air passengers traveling to the US, regardless of vaccination status or nationality, are required to provide a negative COVID-19 test result.

13. Are there cheaper COVID-19 tests available in Cancun and Playa del Carmen?

Some drugstore chains are offering a cheaper COVID-19 test however, you would have to go and stand in line with the risks and delays that this may entail.

14. How will I receive my COVID-19 test results?

You will receive your test results from the laboratory via email. You can print them at the Royal Market resort store at no charge.

15. Can the airline refuse to let a passenger travel if a COVID-19 negative test is not presented before boarding?

Yes. For flights departing to destinations that require a negative test, airlines must confirm the negative test result for all passengers or documentation of recovery before they board. If a passenger does not provide documentation of a negative test or recovery, or chooses not to take a test, the airline must deny boarding to the passenger.

16. Can I get a free COVID Antigen test if my country doesn’t require a negative test?

No, only members and guests whose country requires a negative COVID Antigen test qualify for free testing.



Royal Resorts is open and welcoming members and guests with new health and safety measures. We are following guidelines issued by the Quintana Roo State Government and trying to keep within the recommended occupancy limits, which are now at 60 percent. We have a system in place to redistribute within our resorts when projections show higher possible occupancy.

The Royal Sands is the most popular of the Royal Resorts in Cancun and has a higher occupancy than its sister resorts, however the distribution of the villas and public areas allows for members and guests to practice social distancing. The Quintana Roo Government recently passed a law on the mandatory use of face masks in public. We urge all members and guests to wear their face masks, wash or disinfect their hands as often as possible, and take all precautions recommended by public health officials.

We are in close contact with the authorities in order to comply with all health and sanitization standards.

If it becomes necessary to redistribute due to high occupancy, rental guests will be moved between our resorts. Members may be offered the opportunity to move but it is optional. They will be able to occupy their units.

We will always make sure that existing occupancy allows ample space for members and guests to enjoy their vacation and respect social distancing.

If you are unable to travel at this time, please refer to the Assistance for Changing Travel Plans section in this Update for your options.



Using face masks

At Royal Resorts, all our staff wear face masks and we ask that all our members and guests use them too when indoors and in busy public areas of our resorts. The use of face masks is mandatory in the Activity Center, Kids Club, Spa, the gyms, resort stores, in elevators and on board the vans used for resort and airport transfers, the inter-resort shuttle and tour buses. Masks should be worn when entering restaurants and bars and until you are seated and the waiter brings your drinks and food.

Visit RoyalCareStandard.com to learn more about enhanced health and safety measures.

Use of masks is mandatory in public in Cancun, fines apply for non-compliance

The use of face masks is mandatory in public for residents and for visitors in all parts of Quintana Roo, including Cancun, Puerto Morelos and Playa del Carmen. The police are enforcing the new law and there are penalties for infractions. Fines may be given for not wearing a mask and if the fine is not paid the offender may face detention for 36 hours.



The State of Quintana Roo

Measures to protect visitors and residents

The Mexican authorities continue to be extremely vigilant and have taken steps to protect lives and contain and prevent the spread of the virus while also gradually reopening the economy.

The Mexican government introduced an epidemiological risk “traffic light” monitoring system in order for states to reopen and for people to return to work in the new normal. The colors are red, orange, yellow and green from highest to lowest and they are applied according to the evolution of the pandemic. As the number of cases declines, the state moves through the different colors and more activities are allowed to reopen.

Red light: Do not go out unless strictly necessary. Only essential economic activities are permitted.

Orange light: Non-essential economic activities are now permitted to open at 30 percent capacity. Hotels, restaurants, theme parks, golf courses and other tourist services are permitted to open at 50%. High-risk groups continue to take precautions and stay at home if possible. Public spaces may open again with reduced capacity.

Yellow light: All employees may return to work but with special protection for groups at high risk from COVID-19. Hotels, restaurants, parks, malls, and other tourist services are permitted to open at 60% and taking all the necessary precautions.

Green light: All activities may resume. Malls, hotels and restaurants may operate at 80 percent capacity. The use of a face mask, social distancing, frequent hand washing, use of hand sanitizer and a temperature check when entering stores and other establishments still apply.

This system is reviewed on a weekly basis depending on the number of COVID-19 cases reported and decisions are made accordingly, including implementing further preventive measures if necessary.

According to the Quintana Roo government monitoring system, the state has moved into the yellow light stage.

Hotels, restaurants, malls, theme parks, golf courses, historic sites, public beaches, and other tourist services are permitted to open at 60 percent and taking all the necessary precautions. Bars and nightclubs may not open in the yellow light stage.

Public beaches are open with social distancing rules and masks are mandatory. You may not take food and drinks onto the beach. Your temperature will be taken at the entrance and there is hand sanitizer.

Archaeological sites are open in Quintana Roo and Yucatan, including Tulum, Coba, Muyil, San Gervasio, Chichen Itza, Uxmal and Ek Balam. The number of visitors permitted per day has been reduced and masks are mandatory.

Links

https://qroo.gob.mx/sesa/nuevo-coronavirus-covid-19
https://www.guestassist.mx/portal/en/Covid-19.php

Staying at Royal Resorts

The Royal Sands

  • Activity Centers: 9 a.m. to 6 p.m., weekends 9 a.m. to 5 p.m., theme nights Tuesday and Thursday until 8 p.m.
  • Kids Club: 9 a.m. to 6 p.m. and 9 a.m. to 5 p.m. at weekends
  • Dining: All our restaurants and bars have contactless menus accessible by scanning the QR code and through the Royal Resorts App.
    • La Veranda: open for breakfast 7 a.m. to 11 a.m., lunch 11 a.m. to 5 p.m. and dinner 5 p.m. to 10 p.m. A la carte dinner menu Saturday, Sunday, Wednesday and Friday.
    • Theme nights: Mexican Night on Monday (live music with a Mexican quartet), Italian Seafood Night (live saxophone) on Tuesday and Prime Rib Night on Thursday (live guitar music).
    • Char Hut and Pool Bars: 10 a.m. to 6 p.m. Char Hut beach service 9 a.m. to 5 p.m.
    • Sidelines Bar: Wednesday to Monday 5 p.m. to 10 p.m., Tuesday night karaoke 5 p.m. to 12 p.m.
    • Sand Dollar: Saturday to Friday, 2 p.m. to 10 p.m.
    • 24-hour Room Service
    • Royal Express food to go service 2 p.m. to 9:30 p.m.
    • Hacienda Sisal: Open 5 p.m. to 11 p.m. Live Mexican music on Tuesday and Thursday
        Sunday Brunch from 8 a.m. to 2 p.m. No lunch service until further notic
  • Gym: is open from 7 a.m. to 8 p.m. Number of guests permitted: 10; in the cardio and weights area and six guests in the stretching room. Workouts are limited to 50 minutes per guest.
  • Paloma Gift Shop: open from 9 a.m. to 5 p.m.
  • The Spa at The Royal Sands is open from 9 a.m. to 8 p.m., wet area from 8 a.m. to 8 p.m.
  • The Royal Market is open daily from 7 a.m. to 10 p.m. at the Cancun resorts
  • The Thomas More Travel desk is open from 9 a.m. to 5 p.m

The Royal Cancun

  • Activity Centers: 9 a.m. to 6 p.m.
  • Dining: All our restaurants and bars have contactless menus accessible by scanning the QR code and through the Royal Resorts App.
    • La Palapa: Open daily for breakfast, lunch and dinner from 7 a.m. to 10 p.m. Theme Nights:
    • Saturday: Taco & Fajita Night, Sunday: Prime Rib Night, Monday: Lobster Night,
    • Tuesday: Shrimp Festival, Wednesday: Pasta & Seafood Night with live music, Thursday: Caribbean Night with live music, Friday: Mexican Night with live music
    • La Trattoria: Open daily for dinner from 5 p.m. to 10:30 p.m.
    • Bar opens at 2 p.m.
    • Captain’s Cove: Our popular lagoonside seafood restaurant is open from 5 p.m. to 11 p.m. (no lunch service until further notice). Steak Night on Tuesday, Prime Rib Night on Wednesday and Saturday; Lobster Night on Friday. Daily Sunset Happy Hour 6 p.m. to 8 p.m.
    • Sunday Brunch served from 8 a.m. to 2 p.m.
  • The Royal Market is open daily from 7 a.m. to 10 p.m. at the Cancun resorts
  • The Thomas More Travel desk is open from 9 a.m. to 5 p.m
  • Paloma Gift Shop: open from 9 a.m. to 5 p.m.

The Royal Islander

  • Activity Centers: 9 a.m. to 5 p.m.
  • Dining: All our restaurants and bars have contactless menus accessible by scanning the QR code and through the Royal Resorts App.
  • Cayo Largo: Open for breakfast 7 a.m. to 11 a.m., lunch 11 a.m. to 5 p.m. and dinner 5 p.m. to 10 p.m. A la carte dinner menu on Saturday, Monday, Wednesday and Thursday. Theme nights: Fajitas Night on Saturday, Lobster Night on Sunday, Pasta & Seafood Night on Monday, BBQ on Tuesday, Pizza & Pasta Night on Wednesday, BBQ on Thursday and Shrimp Festival on Friday (live guitar music on all three nights).. Smoke BBQ lunch special on Monday
  • El Conquistador is open from 5:30 to 11 p.m. (closed Saturday). A la carte menu and live guitar music with Jorge Duran.
  • Paco’s Tacos is restaurant is closed until further notice, however guests may order from the Paco’s Tacos menu at Cayo Largo Restaurant.
  • Bars
    • Pool Bar: 10 a.m. to 6 p.m.
    • Beach Bar: 9 a.m. to 5 p.m.
  • Royal Express food to go counter, Open from 2 p.m. to 9:30 p.m.
  • Royal Roast Coffee Co, Open from 7 a.m. to 10 p.m.
  • The Royal Market is open daily from 7 a.m. to 10:00 p.m.
  • The Thomas More Travel desk is open from 9 a.m. to 5 p.m

The Royal Haciendas

  • Activity Centers: 10 a.m. to 10 p.m.
  • Kids Club: 9 a.m. to 6 p.m. daily
  • Dining: All our restaurants and bars have contactless menus accessible by scanning the QR code and through the Royal Resorts App.
    • Breakfast
      • La Palapa del Sol. Lunch is served poolside in Sol and Luna Grill. For dinner, choose between Los Murales, Kinoko, Pizza Luna and La Palapa del Sol.
      • La Palapa del Sol from 7 a.m. to 11:30 a.m.
      • Room Service from 6 a.m. to 11 a.m.
      • La Rotonda Bar for coffees, frappes and pastries from 7 a.m. to 11 a.m.
    • Lunch
      • Sol Grill in Phase I, 11 a.m. to 5 p.m.
      • Bar service: 11 a.m. to 6 p.m.
      • Luna Grill in Phase II, 11 a.m. to 6 p.m.
      • Room Service 11 a.m. to 5 p.m.
      • La Rotonda Bar snack menu 11 a.m. to 5:30 p.m.
      • Urban Corner
      • Lunch Specials available at Sol Grill and Luna Grill from 12 p.m. to 3 p.m.
      • Beach and Pool Bars
      • Food orders 11 a.m. to 5 p.m.
      • Drinks 11 a.m. to 6 p.m.
    • Dinner
      • Los Murales: A la carte dining and live music. Open 5 p.m. to 10 p.m., closed Monday.
      • Kinoko: The new Asian restaurant at The Royal Haciendas is open for Japanese, Chinese, Korean and Thai cuisine! Open: 5:30 p.m. to 10 p.m., closed Saturday and Thursday. Reservations required for Teppanyaki and Shabu-shabu.
      • Pizza Luna: In the Luna Grill location, gourmet pizzas served from 5:30 p.m. to 9 p.m. Classic pizzas from the Bartolo’s Pizza menu also available for lunch in Luna Grill along with the pool grill snack menu.
      • La Palapa del Sol: 5:30 p.m. to 10 p.m., closed on Friday night. A la carte and theme night specials: Saturday: Mexican Night: Sunday: A la carte menu & Brazilian dishes, Monday: A la carte & BBQ, Tuesday: Seafood Night, Wednesday: A la carte menu & Italian dishes
      • Thursday: Lobster & Steak Night
      • Room Service
      • Dinner: 5 p.m. to 10:30 p.m.
      • Late night Room Service: 10:30 p.m. to 6 a.m. (smaller menu selection)
      • La Rotonda Bar: Sandwiches and paninis served from 5:30 p.m. to 11 p.m.
  • Bar open until 11 p.m.Live music on Monday from 8:30 to 10:30 p.m. Karaoke on Wednesday from 8:30 p.m. to 10:30 p.m.
  • The Royal Market is open daily from 7 a.m. to 10:30 p.m.
  • The Thomas More Travel desk is open from 9 a.m. to 5 p.m
  • The Spa at The Royal Haciendas is open from 7 a.m. to 9 p.m., spa services from 8 a.m. to 7:30 p.m.
  • Gym: is open from 7 a.m. to 8 p.m. Number of guests permitted: 8; in the cardio and weights area and six guests in the stretching room. Workouts are limited to 50 minutes per guest.

The online shopping service is also available with villa delivery service from 8 a.m. to 8 p.m.

Information is subject to change.

For further information about the hygiene standards and procedures, please visit the Royal Care Standard website.

Download the Royal Resorts App for contactless check-in and much more

The Royal Resorts app offers members and guests contactless solutions for check-in and checkout. Download it from the App Store or Google Play and use it to make reservations, send special requests, check-in and checkout, to obtain the daily activity program and restaurant menus, pay your bill by credit card and much more.

You can also scan QR codes in your room, in our restaurants and elsewhere in the resort to find a wealth of digital information including:

Resort maps and the Welcome Home guide normally distributed to guests at check-in

Menus for all our restaurants and bars

Activity programs

Spa catalogs

Resort Tips for vacation information and resort regulations

Royal Resorts Life magazine



Assistance for Changing Vacation Plans

If you will not be traveling as scheduled, Royal Resorts has the following options to help you:

For Royal Resorts Members with fixed weeks 2021

If you are unable to travel you may use the Internal Exchange program. Exchanges must be requested with a minimum of 31 days prior to the interval/week owned. For members whose travel plans are disrupted within 30 days of the interval/week owned please visit www.ExchangeMyVacation.com for updates under COVID-19 – Program Availability or call Interval Servicing for options.

Changes to existing exchange reservations are subject to the full exchange fee of US$199.

The Open Stay Certificate program is suspended for deposits.

Please use the online internal exchange program at www.ExchangeMyVacation.com or email us at exchanges@intervalservicing.com or call 1-800-930-5050 (US & Canada), 800-099-0486 (Mexico) or 954-485-5400 (All Other Countries)

Royal Resorts Signature Club reservations

The Royal Sands, The Royal Islander, The Royal Haciendas, The Royal Cancun and Grand Residences are open and we look forward to welcoming our members to their home away from home.

If you wish to make changes to your Signature Club Reservations, please contact us at: rrsc@royalresorts.com. We are experiencing a high volume of calls, so please contact us by email and we will respond as soon as possible.

Platinum Member Services

US Toll Free Number: 1-888-882-9343 Mexico Toll Free Number: 800-681-9246 International: +1(954) 484-6343

Signature Club Elite

US Toll Free Number: 1-888-882-9259 Mexico Toll Free Number: 800 681-9247 International: +1 (954) 485-5279

President’s Circle Concierge

US & Canada Toll-Free: 1-888-882-9252 Mexico Toll Free: 800-681-9248 International: +1 (954) 485-5109

For members or guests who booked a Royal Resorts stay with Royal Reservations online or through the Call Center or with an OTA

Royal Reservations has flexible cancellation policies during the whole year that will allow you to modify or postpone your trip at no additional cost when you need to. If you booked your vacation with Royal Reservations online or through the Call Center or with an online travel agency, and you have to postpone your trip due to the current circumstances, please contact Royal Reservations or our Call Center for assistance. If you booked your vacation through an online travel agency, call the Customer Service department. We will do our best to accommodate your needs so that you can still enjoy a wonderful vacation in any of our destinations.

Please bear in mind that if you cancel within the penalty window or do not show up, the corresponding penalty will apply.

Customer Service

Toll free 1 888 721 4420

Toll free in Mexico 800 020 1761

Elsewhere +52 (998) 848 8226

Email ask4help@royalresorts.com

For members or guests who have an international exchange reservation at Royal Resorts

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.

Owner Loans

The member issuing the Owner Loan must call Interval Servicing to make changes.

Download the Royal Resorts App for contactless check-in and much more

The Royal Resorts app offers members and guests contactless solutions for check-in and checkout. Download it from the App Store or Google Play and use it to make reservations, send special requests, check-in and checkout, to obtain the daily activity program and restaurant menus, pay your bill by credit card and much more.

You can also scan QR codes in your room, in our restaurants and elsewhere in the resort to find a wealth of digital information including:

  • Resort maps and the Welcome Home guide normally distributed to guests at check-in
  • Menus for all our restaurants and bars
  • Activity programsSpa catalogsResort Tips forvacation information and resort regulations
  • Royal Resorts Life magazine