royal care standard

Breaking News: Reopening on June 13 at The Royal Sands, The Royal Islander and The Royal Haciendas

May 29

We have some exciting news to share. Royal Resorts is thrilled to announce that it will now be reopening on June 13 at The Royal Sands®, The Royal Islander® and The Royal Haciendas®. We can’t wait to welcome returning members and guests.

This means that week 24 members at The Royal Sands, Royal Islander and The Royal Haciendas will be able to enjoy their home resort. We will also be welcoming guests who had booked June 13 stays at The Royal Sands, The Royal Islander and The Royal Haciendas. They will be vacationing in their original resort and will not be transferring to The Royal Sands.

We can also share the news that we will be reopening at The Royal Cancun® for week 25 (June 20) and at Grand Residences for week 27 (July 4).

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.

All members with weeks/reservations for weeks 22 through 26 (May 30 – June 27) have the option to internally exchange them for a discounted fee for selected weeks in 2020 and 2021.

The health of our members, guests and employees is our number one priority and as part of our continuing commitment to your safety, we have raised our stringent cleaning and sanitation standards to a new level of care and hygiene called the Royal Care Standard. This plan encompasses resort-wide measures, including the use of face masks by staff, social distancing and additional hygiene protocols in guest rooms, public areas and back of the house, in accordance with the guidelines issued by the Mexican Department of Health and the World Health Organization (scroll down for further details).

Assistance for changing vacation plans at Royal Resorts

If you are unable to travel, Royal Resorts has the following options to help you:

  • For Royal Resorts Members with fixed weeks

For Fixed week members and those with Internal Exchange stays scheduled between Weeks 12 and 26, 2020, you may change your reservation and take your vacation in low and mid-seasons  (June, September and October in 2020 and May, June, September, October in 2021).

The exchange fee will not be charged for changes made to preexisting exchange reservations.

A discount of 50% will apply to the exchange fee for new exchanges.

a) The Open Certificate program is temporarily suspended

  • Contracts with occupancy from May to October 2020

b.) For the Internal Exchange program:

  • Contracts for weeks 12 to 26, 2020
  • Requested with a minimum of 2 weeks before check in
  • 50% of the internal exchange fee will be charged for new exchanges
  • Travel dates
Occupancy

Year

Dates
From: To:
2020 June 27 July 17
August 22 October 24
2021 May 1 July 2
August 21 October 1

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

Members with previously confirmed Royal Resorts Signature Club Points reservations for stays between March 16 and June 13, 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.

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.

To change 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

  • Sales & Marketing programs

– Free Week Stay Certificate Reservations (FDI’s)

Previously confirmed reservations for stays between March 16 and June 13, 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.

If you change your reservation, the certificate expiry date will remain the same but the year will be changed to 2021.

Members with Free Week Stay certificates may change their confirmed reservations to 2021 and will be offered the same week that they had confirmed. If the week is unavailable, it may be changed to any other week except Black out weeks.

For assistance call the CIT department:

Reservations in Cancún and Riviera Maya

US & Canada 1-888-387-4740 • Mexico 01-800-236-6646
All other countries (954) 368-1192, 8 a.m. to 8 p.m. EST

Reservations in Grand Residences

US and Canada Toll free 1-888-387-4740 Mexico Toll-free 01-800-236-6646 Elsewhere (954) 368-1192, from 8 a.m. – 8 p.m. EST

– Discovery Vacation Package, Bounce Back, Heritage, Friends & Family Reservations

Previously confirmed reservations for stays between March 16 and June 13, 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 2020 certificate occupancy.

Call the following numbers to change your reservation:

Discovery Vacation Certificate holders with numbers 171000 should call RCI Toll Free MX 01800 0621552 US / Canada 1866 6947181

Discovery Vacation Certificate holders with numbers 174000 should call CIT:

Toll Free Mexico 800 999-1303 US/Canada 1888 224-9095

– Bounce Back

Call CIT for assistance

Certificates for stays at Grand Residences Call 01 800 008-5252 / US 01800 008-5252 reservations@grandresidencesrivieracancun.com
Certificates for stays at The Royal Cancun, The Royal Sands or The Royal Haciendas Call 1 877 736-4556 / 01 800 845-0428

  • 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 that will allow you to modify or postpone your trip at no additional cost when circumstances require it. If you booked your vacation with Royal Reservations online or through the Call Center or with an online travel agency the following policies apply:

All reservations either new or previously booked online through the Royal Reservations website and which have a set date from April 10 through December 18, 2020, may be canceled or modified up to 1 day prior to the check-in date without penalty charges. In case of cancelling or later modifying it or not showing up, the corresponding penalty will apply.

Contact Royal Reservations or our Call Center for assistance. If you booked your vacation through an online travel agency call the Customer Services department:

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.

Your safety is our priority: the Royal Care Standard

At Royal Resorts your health is our number one priority and as part of our continuing commitment to your safety, we have raised our stringent cleaning and sanitation standards to a new level of care and hygiene called the Royal Care Standard.

Watch the Royal Care Standard video

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 information, pay your bill by credit card and much more.

Royal Resorts Employees

We know that many of our members have concerns about their Royal Resorts family, the employees. We are doing everything that we can to keep our employees safe and will continue to support them.

If you would like to help those particularly hard hit by the crisis such as maids, waiters, bartenders and kitchen staff who would normally receive part of their salaries from tips, visit the COVID-19 Employee Relief Fund.

The support from Royal Resorts members has been incredible. Not only was the goal of US$70,000 to help 910 employees met but a second goal of US$25,000 to provide aid to another group of 312 affected staff was also reached. These 1,222 employees are receiving a food card to use at local supermarkets every month for three months. A new goal of US$32,000 has been set to help them for the month of July and we are almost half way to meeting it.

If you would like to support this cause you can donate here.

Update on the Mexican Caribbean

The Mexican Caribbean tourism industry is gearing up for a gradual reactivation in June, continuing during the summer. Hotels are preparing installations for visitors starting June 10-15.

A number of airlines including Air Canada, Air Transat, Southwest, Delta, Sunwing, Copa Airlines and Aeromexico have announced their intention to start flights again in June. Cancun Airport will have temperature checks, screening and other hygiene measures in place.

Cancun Airport has implemented new health and safety measures, including temperature screening and a health questionnaire for all arriving passengers, There will be social distancing, more frequent cleaning and sanitization in all areas, from the airport buses to Immigration, check-in and baggage drop, departure and arrival lounges, commercial and waiting areas. The use of face masks and visors by staff is mandatory and they will undergo daily health checks.

As more information becomes available we will publish additional updates.

Stay safe

We urge all our members and guests to stay safe wherever you are. We are thinking of you and we look forward to welcoming you back to Royal Resorts in happier times.  We will be here.

This post is also available in: Spanish

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