An update on Covid-19 in the state of Quintana Roo August 20

August 20, 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 and trying to keep within the recommended occupancy limits. 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. Furthermore, we continue to promote and invite all members and guests to use 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 on vacation

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, 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 to learn more about enhanced health and safety measures.

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

The Cancun municipal government recently passed legislation making the use of face masks mandatory in public for residents and for visitors. The police are now 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.

A similar law is now in effect in Tulum municipal district and police have detained several people for not wearing a face mask.

The State of Quintana Roo

The State Health Department (SESA) is issuing daily COVID-19 bulletins with detailed statistics of the virus. It is important to note that the figures are cumulative taken from the day the first case was recorded at the outset of the pandemic. Tables show the breakdown of cases by municipality, sex and age. There is also a map showing city neighborhoods where clusters of cases have been detected through contact tracing and testing. In Cancun and Playa del Carmen the zones with the highest incidence of cases are on the outskirts of the city, far from tourist areas.

As of August 16, there were 671 active cases throughout the state; this refers to patients with symptoms who subsequently tested positive for the virus in the last 14 days (SESA daily technical bulletin, Quintana Roo Health Department).

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. 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. Open air-public spaces may operate as normal and public spaces indoors may reopen with reduced capacity and taking all the necessary precautions.

Green light: All activities may resume and schools reopen.

The use of a face mask, social distancing, frequent hand washing, use of hand sanitizer and repeated cleaning of surfaces in the workplace and at home apply at all times.

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 monitoring system, the entire state is now in the orange light stage.


Staying at Royal Resorts: activities, dining and more

Arriving members and guests will be able to enjoy a wide range of services and amenities at our resorts, although there are some temporary changes in opening hours in July. Here’s a rundown of what’s available.

Activity Centers

The Royal Sands: 9 a.m. to 6 p.m., weekends 9 a.m. to 5 p.m., theme nights Tuesday and Thursday until 8 p.m.

The Royal Cancun: 9 a.m. to 6 p.m.

The Royal Islander: 9 a.m. to 5 p.m.

The Royal Haciendas: 10 a.m. to 10 p.m.

Kids Club

The Royal Sands and The Royal Cancun: 9 a.m. to 6 p.m. and 9 a.m. to 5 p.m. at weekends

The Royal Islander: 9 a.m. to 5 p.m.

The Royal Haciendas: 9 a.m. to 6 p.m. daily


All our restaurants and bars now have contactless menus accessible by scanning the QR code and through the Royal Resorts App.

The Royal Sands

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 notice.

The Royal Islander

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: Lobster Night on Sunday, BBQ on Tuesday and Shrimp Festival on Friday (live guitar music on all three nights).

Smoke BBQ lunch special on Monday

El Conquistador

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

Paco’s Tacos restaurant is closed until further notice, however guests may order from the Paco’s Tacos menu at Cayo Largo Restaurant.


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 Cancun

La Palapa

Open daily for breakfast, lunch and dinner from 7 a.m. to 10 p.m.

La Trattoria

Open daily for dinner from 5 p.m. to 10:30 p.m.

Bar opens at 2 p.m.

Theme Nights at La Palapa

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

Captain’s Cove

Our popular lagoonside seafood restaurant is open from 5 p.m. to 11 p.m. (no lunch service until further notice). Prime Rib Night on Wednesday and Saturday; Lobster Night on Friday. Daily Sunset Happy Hour 6 p.m. to 8 p.m.

The Royal Haciendas

Breakfast is served in La Palapa del Sol. Lunch is served poolside in Sol and Luna Grill. For dinner, try the tempting menus at Los Murales and Kinoko and the theme night specials at either La Palapa del Sol or Sol Grill (a la carte menus, weather permitting).


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.


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.

Bar service: 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.

Sunday: Paella and BBQ, Sol Grill

Monday: Pastor-style Tacos & Quesadillas, Luna Grill

Wednesday: Ceviches, Seafood Cocktails

Friday: Char-grilled Mezcal Chicken, Sol Grill

Beach and Pool Bars

Food orders 11 a.m. to 5 p.m.

Drinks 11 a.m. to 6 p.m.


Los Murales

A la carte dining and live music. Open 5 p.m. to 10 p.m., closed Monday and Tuesday.


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., every day except Saturday. Reservations required for Teppanyaki and Shabu-shabu.

La Palapa del Sol

5:30 p.m. to 10 p.m.

Saturday: Mexican Night La Palapa del Sol

Sunday: Pasta Bar

Monday: BBQ Festival

Tuesday: Mole & Enchiladas Night

Wednesday: Fish Market

Thursday: Steak Night (a la carte, charcoal-grilled, live music)

Friday: closed

Note: Weather permitting, these may also be held outside in Sol Grill.

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

Crepes 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 Spa

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 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.

Reservations are required. A maximum of two people at a time are permitted in the sauna, steam room and Jacuzzi.

Beach and Villa massages are available from 9 a.m. to 5 p.m., reservations required.


The Gym is open from 7 a.m. to 8 p.m. Number of guests permitted: 10 at The Royal Sands in the cardio and weights area and six guests in the stretching room and 8 at The Royal Haciendas. Workouts are limited to 50 minutes per guest.


The Royal Market

The Royal Market is open daily from 7 a.m. to 9:30 p.m. at the Cancun resorts and The Royal Haciendas

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

Paloma Gift Shop

Open from 9 a.m. to 5 p.m. at The Royal Sands and The Royal Cancun

Thomas More Travel

The Thomas More Travel desk is open from 9 a.m. to 5 p.m. at The Royal Sands, The Royal Islander, The Royal Haciendas, and at The Royal Cancun. Representatives can assist guests with tour recommendations and have an up to date list of all the tours that are available and the parks that are now open in the area. Private trips and airport transfers can be arranged.

Information is subject to change and will be updated regularly.

Assistance for changing vacation plans at Royal Resorts

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

  • For Royal Resorts Members with fixed weeks

If your week falls between week 32 and week 52, 2020 and you are unable to travel you may use the Internal Exchange program.  Due to availability, members may exchange into The Royal Cancun, The Royal Islander and The Royal Haciendas for intervals 34 to 43 of 2021.  Due to limited availability, only members of The Royal Sands can exchange into The Royal Sands for intervals 34 to 43 of 2021.

  • The 50% discount on the exchange fee has been extended and now applies for new exchange reservations from week 32 to week 52, 2020.
  • Changes to existing exchange reservations are subject to the full exchange fee of US$179.
  • Exchanges must be requested with a minimum of 2 weeks before check-in

The Open Stay Certificate program is suspended for deposits of the current interval and up to week 43, 2020.  This means if you are depositing any of these intervals, you will have to process an Internal Exchange.

Please use the online internal exchange program at or email us at 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 now 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:  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 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


  • 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 programs
  • Spa catalogs
  • Resort Tips for vacation information and resort regulations
  • Royal Resorts Life magazine

This post is also available in: Spanish

Related post

COVID-19 Update, June 14, 2021

This post is also available in: Spanish

COVID-19 Update, March 10 2021

This post is also available in: Spanish

0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.