Due to the COVID-19 health emergency in Mexico, the government has extended the suspension of all non-essential activities in the public and private sector and the stay at home order until May 30. We regret to inform you that Royal Resorts and Grand Residences will remain closed.
These are challenging times for us all but we must work together to stop the spread of COVID-19. We are sorry that we will not be able to welcome members and guests who were planning to visit The Royal Sands®, The Royal Cancun®, The Royal Islander®, The Royal Haciendas® or Grand Residences Riviera Cancun in May.
Assistance for changing vacation plans at Royal Resorts
If you are unable to travel at this time, 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 22, 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 and October 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 21, 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 in 2020: June 6 to June 26, 2020 and August 22 to October 24, 2020.
Travel dates in 2021: May 1 to July 2, 2021 and August 21 to October 1, 2021
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.
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: email@example.com. We are experiencing a high volume of calls, so please contact us by email and we will respond as soon as possible.
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.
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
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 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:
Certificates for stays at Grand Residences Call 01 800 008-5252 / US 01800 008-5252 firstname.lastname@example.org
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 OTA the following policies apply:
Existing Reservations: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 before arrival without penalty charges. In case of a no show, the corresponding penalty will be applied.
New reservations:Any new reservation booked directly on our website, through the Call Center or with an OTA between March 16 and until May 31, 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.
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.
The member issuing the Owner Loan must call Interval Servicing to make changes.
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 initial goal is to raise US$70,000 to help 890 employees and the support received has been incredible. We are three quarters of the way to reaching the target.
Thanks to the donations received so far, on April 13, Royal Resorts Foundation volunteers began distributing food cards to affected employees that they can use to shop in all major supermarkets. They will receive a food card every month for three months.
The Mexican Caribbean tourism industry has shut down temporarily. All non-essential activities in the public and private sector are suspended and a stay at home order is in effect. The area’s legendary beaches, parks and archaeological sites are closed. Hotels, restaurants, bars and malls are shut.
Cancun International Airport is receiving 20 percent of the flights it normally handles and from Saturday, April 18 until further notice, it will be moving all operations to Terminal 4.
In a state that depends so heavily on tourism, the economic crisis is biting hard. Thousands of hotel workers have been laid off and the State Government is implementing an emergency aid package with measures to help local families and businesses.
The Mexican Caribbean is resilient and will bounce back as it has so many times in the past. The message from these sun-drenched shores is loud and clear, paradise is here waiting for you whenever you are able to travel again.
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.
August 4, 2020 An update on Covid-19 in the state of Quintana Roo We would like to give you the following information regarding the ongoing COVID-19 pandemic in our area. Royal Resorts is open Royal Resorts is open and welcoming returning members and guests with new health and safety measures. We are following guidelines issued […]
July 24, 2020 We would like to give you the following information regarding the ongoing COVID-19 pandemic in our area. Royal Resorts is open Royal Resorts is open and welcoming returning members and guests with new health and safety measures. We are following guidelines issued by the Quintana Roo State Government, which stipulate an occupancy […]