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.

Covid-19 Tests

Information for US travelers and antigen testing

Starting on January 26, the Centers for Disease Control and Prevention (CDC) will require a negative COVID-19 test for passengers flying into the United States. (This applies 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 will make tests available onsite, through certified independent laboratories, at no cost starting January 23 at The Royal Sands and The Royal Haciendas.  

It is important to note that free testing is exclusively for Royal Resorts members and guests, is one-time only and available to those who have no symptoms.  Results are available in 24 hours.  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 all Royal Resorts in Cancun or at the former Real Estate Sales Location right below the Tennis Courts at The Royal Haciendas.

Reservations are required for onsite testing.   We will add a link to the reservation form on this bulletin.  Check for updates.

Additional onsite testing in The Royal Cancun will be available for a fee in case guests cannot make the trip to the Gran Salon at Hacienda Sisal.

For Grand Residences guests, please contact the Front Desk 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

Countries such as Canada and the UK now 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.

Travelers bound for Canada who receive a negative test result and are authorized to enter Canada must still complete the full, mandatory 14-day quarantine. In the case of the United Kingdom all inbound passengers must fill in a passenger locator form and self-isolate for 10 days regardless of the test result.

If your country requires a PCR test, this is also available onsite through certified independent laboratories, for a fee of US$100 in Cancun or The Royal Haciendas or $203 at Grand Residences.

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.  Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis.  

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.  

Accommodations for quarantine are subject to availability.  This policy is valid until July 17, 2021.

Frequently Asked Questions

All information is subject to change at short notice.

Frequently Asked Questions
  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 and at The Royal Haciendas and are administered by an authorized independent laboratory. Your test results must be dated within 72 hours of your departure.

COVID-19 Antigen tests 

Starting January 23, Royal Resorts, through certified  independent  laboratories, is making convenient COVID-19 antigen testing available at no cost onsite at The Royal Sands, The Royal Haciendas and Grand Residences.  It is important to note that free testing is one-time only and for guests who have no symptoms.  Results are available in 24 hours.  Royal Resorts is not responsible for the results.

Reservations for onsite testing are required with 24 hours notice. We will publish a link to the reservation form here. Please check updates.

If you have symptoms, please contact the resort doctor to make arrangements for a test.

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 and The Royal Haciendas through certified independent laboratories, starting at a cost of US$100 per person.   Test results within 24-36 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 in 24 hours. 

The cost of the PCR test at Grand Residences is $4,060 pesos and results are ready within 24 hours.   Appointments for tor testing can be made through the Front Desk.

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

You should receive your COVID-19 test results from the laboratory within 24 hours.  

Please bear in mind that your test results must be dated within 72 hours of your flight departure.

  1. 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.

  1. 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.

  1. 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.  Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis.  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.  

Accommodations for quarantine are subject to availability.  This policy is valid until July 17, 2021.

  1. 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.

  1. 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 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.

  1. 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. 

  1. 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.

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

Yes, appointments are required for testing at least 24 hours in advance. We will publish a link to the reservation form here. Please check for updates.

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

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

Prices

In Cancun Cost: US$100 per person. 

Test results within 24-36 hours.  Royal Resorts is not responsible for the results.

At the Royal Haciendas: US$100 per person.

Test results within 24-36 hours.  Royal Resorts is not responsible for the results.

At Grand Residences: $4,060 pesos (approximately US$203) per person.

Results are ready within 24-36 hours. Appointments for the test can be made with the doctor on duty. 

  1. 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, are required to provide a negative COVID-19 test result or documentation of recovery. 

  1. 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. 

  1. 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.

  1. I am only staying at your resort for 2 days, can I get a rapid COVID-19 test?

Yes, but different prices will apply. 

  1. 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. 

  1. 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

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, 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 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 in March. 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.

The Quintana Roo Health Department is reporting that as of January 5 there were 371 cases being studied in the state, 652 in quarantine and 214 in hospital throughout the state. The most recent figures published by the Mexican Ministry of Health (daily technical bulletin) are from December 14 when there were 314 active cases in the state; this refers to patients with symptoms who subsequently tested positive for the virus in the 14 days before the cutoff date.

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 government monitoring system, the state is in the yellow light stage.

In the yellow light stage hotels and resorts are permitted to operate at 60 percent occupancy and restaurants can open at 60 percent of their capacity. Public beaches are open with social distancing rules at also at 60 percent capacity. Masks are mandatory and groups of up to five people are permitted. You may not take food and drinks on to 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

https://www.travelandleisure.com/travel-news/visiting-cancun-mexico-coronavirus

Staying at Royal Resorts

Arriving members and guests enjoy a wide range of services and amenities at our resorts. 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 Haciendas: 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.

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: 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

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.

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 Cancun

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 Haciendas

Breakfast is served in 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.

Breakfast

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.

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.

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 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.

Gym

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.

Shopping

The Royal Market

The Royal Market is open daily from 7 a.m. to 10 p.m. at the Cancun resorts and from 7 a.m. to 10:30 p.m. at 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 for tour information and reservations. Private trips and airport transfers are available.

Information is subject to change.

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 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.

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

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