Royal Resorts INFO

The April-June has been discontinued and will be re-issued as the July-September issue.


Issued from the Royal Resorts.

Our priority has always been, and always will be, the health and safety of our members, guests and employees. We are in constant contact with the Mexican authorities and the latest official update is that health emergency restrictions on tourism and the stay at home order in the state of Quintana Roo will be extended from May 30 until June 13. Under the circumstances, Royal Resorts will not be able to reopen on June 1 to receive week 22 and 23 members and guests.

We miss you, our Royal Resorts family, and we are counting the days until we can welcome you back to your home away from home. We have every intention of reopening for week 24 on June 13; however, please understand that this is subject to the government allowing the reopening of hotels and the tourism sector.

The reactivation of our resorts will be gradual, starting on June 13 with The Royal Sands and continuing at our other resorts over the following weeks. We will be communicating the exact opening dates of all our resorts as soon as possible via email and in this COVID-19 Update.

For our Week 22 and 23 members and guests, we are truly sorry that we cannot welcome you on this occasion. 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.

For members and guests arriving on June 13, if we are cleared to open by the Mexican government, we will be welcoming them to The Royal Sands with our hallmark hospitality and service, spectacular views and a wide variety of guest amenities and activities for them to enjoy. This will apply if they were originally booked to stay at The Royal Cancun®, The Royal Islander®, The Royal Haciendas® or Grand Residences Riviera Cancun. We will do our absolute best to assign accommodations as close as possible to the original reservation or assigned units or to upgrade them.

Members who would prefer not to be assigned to The Royal Sands during week 24, may use the Internal Exchange program to reschedule their travel dates.

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.

  1. a) The Open Certificateprogram 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, email us 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.

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