FAQ: COVID-19

Question

What protocols and practices has the Royalton Riviera Cancun implemented to ensure the safety of all their guests?

Answer

Blue Diamond Resorts (owner and operator or the Royalton Riviera Cancun) has implemented an advanced safety program, approved by the Cristal International Safety Standards. The Safety-Assured Vacations protocols include new physical distancing guidelines, advanced dining safety standards, amplified staff training programs and the use of Personal Protective Equipment (PPE), a 360º Clean Approach to sanitizing all resort common areas and Diamond Clean Guest Rooms, where all touchpoints are thoroughly disinfected.

Question

So who has vetted Royalton's Safe Vacation Assurance?

Answer

In accordance with international health standards, including the Centers for Disease Control (CDC), World Health Organization (WHO) and local/ national Ministries of Health, a Safety-Assurance Team is in position to ensure the strict adherence of all guidelines and comprehensive implementation of sanitation, physical distancing and cleaning protocols to protect guests and employees alike.

Question

What the heck is a "360º Clean Approach"?

Answer

All resort common areas including pools, beaches, restaurants, bars, entertainment facilities, lobbies, elevators, hallways and other shared spaces will be cleaned hourly. All high-touch surfaces, including general transportation units like golf carts and luggage trolleys, will continuously be sanitized throughout the day, plus fitness center equipment and spa facilities will be sanitized after each use. Blue Diamond is also increasing the daily frequency of cleaning and disinfection procedures for air-conditioning systems of both common areas and guest rooms.

Question

I love all-inclusive dining options, what's changing?

Answer

All restaurants have reduced capacity and implemented a one-step reservation system to ensure physical distancing guidelines are respected. Further changes include removal of unnecessary items on tables to avoid cross-contamination, elimination of physical menus, the introduction of digital screens to display menu information and physical distancing guidelines at pool bars.

Question

Will there be any changes to how my room is cleaned?

Answer

Each housekeeping team will thoroughly clean guest rooms from the inside out, with advanced-grad disinfection products to eliminate emerging viral pathogens. Each touchpoint in a guests’ room will be deep cleaned including remote controls, doorknobs, hairdryers, closet doors, thermostats, lamps, telephones, water faucets and toilet handles. All non-essential amenities will be removed and new in-room hygiene kits with personal-size hand sanitizers, masks, gloves and other safety essentials will be places in rooms. Room service procedures have been updated to ensure safe and distant delivery, as well as the process to replenish mini-fridges and other guest room items to limit additional entry. Animal towel sculptures are still TBD...

Question

How will the Royalton enforce Physical Distancing Rules?

Answer

Signage and informative messages will be displayed throughout the common areas and in-room TVs to reinforce the importance of following recommendations. To maintain physical distancing protocols, floor markers will be placed around the resort’s common areas, the furniture will be rearranged in common areas, including restaurants, theaters, pool areas, beaches and lobbies. All indoor guest facilities will reduce the capacity to maintain a safe and enjoyable environment for both guests and employees. In addition, hand sanitizer dispensers will be available throughout each resort to encourage guests to sanitize their hands regularly.

Question

What has the Royalton done to prepare, train & support the well-being of their Staff?

Answer

Blue Diamond (owner & operator of the Royalton Riveria Cancun) upholds its employees to the highest standards of health and safety. All staff members are trained and empowered to keep safe, take care and be smart while delivering Safety-Assured Vacations. Strict hygiene protocols for resort staff will continue to be enforced, including a thorough cleaning and sanitation process at all staff entrances, the use of personal protective equipment (PPE), rigorous and frequent hand cleaning with an alcohol-based hand sanitizer, daily health and temperature checks at the beginning of every shift and the practicing physical distancing rules.

Question

Where can I find Travel Requirements for Canada and Mexico?

Answer

Given the ever-changing rules for travelers, please check out the Sunwing Travel Requirements page (linked here) and input your info. I recommend checking it out now and closer to the departure date. At this time, all travelers will require proof of a negative COVID-19 molecular test (PCR, RT-PCR, NAAT, RT-LAMP) result to return back to Canada. The test must be taken a maximum of 72 hours before the scheduled departure of their last direct flight to Canada. The Royalton Riviera Cancun (RRC) has arranged for on-site COVID-19 molecular tests for guests. You can schedule and pay for your COVID-19 molecular test with the RRC Guest Services upon check-in.