Welcoming, safeguarding, and taking care of others is at the very heart of what we do and who we are. To ensure guest well-being at our hotels, we have increased our cleaning standards even further by launching the ALL SAFE Cleanliness and Prevention Label, which represents some of the most stringent cleaning standards and operational protocols in the hospitality world.
Below you will find a list of enhancements to keep you safe at all times. Besides, we organize an Antigen Complimentary Test during your stay for asymptomatic guests staying at the resort for three nights or longer. Guest must take the test at least 72 hours prior to departure (we recommend scheduling it before arrival, considering departure date). Symptomatic guests will be referred to the resort doctor for proper evaluation, care and transferred to the hospital.
An additional PCR (Polymerase chain reaction) test is available for an extra charge. Results are delivered via email the same day after the sample is taken.
No more than five minutes of your holiday time is invested in the process.
1.- COVID-19 Test
Antigen test is complimentary for stays of three nights or longer. PCR tests have an extra charge of 150 USD plus tax.
PCR Payment is due upon testing via room charge and to be paid upon departure. For canceled reservations a fee of 1,000 MXN will apply. Hours of operation are Monday to Saturday from 9:00am to 12:00 pm
For appointments just scan the code below and you will receive an email with a pay link & after payment, you will receive a confirmation.
For more information, contact our royal service representative by dialing “0” while on the property or calling the hotel directly.
2.- Interested one extending your stay
If you test positive and you wish to extend your stay, the hotel will offer a special price of 199 USD for the room plus tax. For all inclusive offer, there will be an additional fee of 99 USD per adult per night.
3.- Important Information
In order to process your results, the hotel must obtain the holder’s express written consent through your autograph signature, electronic signature, or any authentication method established for this purpose.
According to Verse VI of the General Law of personal data in Mexico, the hotel is authorized to know your test results when positive results because it is considered an emergency that can potentially harm an individual in person or on the property. We will contact you to follow internal protocols to keep you and our guests safe if your result is positive.
Welcoming, safeguarding, and taking care of others is at the very heart of what we do and who we are. We want to thank you for your understanding.
Transportation (Maritur services)
Usage of face masks all the time.
Guest cleansing packet at welcome.
Temperature check at check in.
Hand sanitizer in all the desk points.
Staff hand washing every 30 minutes.
Mandatory use of face masks.
Counter top disinfection after every check in, or counter interaction.
Plexi glass partitions at Front Desk and Concierge.
Credit card sanitation before and after every guest interaction.
Disinfection of guests keys.
Concierge communication via Staytus App.
Sanitizing of guest luggage though mister tunnel.
Arrival hand washing ritual with scented hand sanitizer.
Luggage tag with sanitation reassurance.
Car keys disinfection process.
Leverage communication with guests via Whatsapp.
Terrace towel setting will be done using gloves and face masks.
Butler cart will be sanitized after every use.
Sanitation of cars per trip.
Usage of face masks all the time from drivers and boat captains.
Sanitation of boat per trip.
Daily cleaning and disinfection of bicycles.
Disinfection of bicycles equipment after is returned by the guest.
Disinfection bicycle tag.
Housekeeping – Guest Rooms
The guest rooms will have 48 hours resting period between check-ins.
After your arrival, you will find in your room a welcome card with the sanitation procedures.
New amenities: Wellness kit with sanitizer gel, sanitizing wipes, and face masks.
New departure kit: mask, sanitizer, and wipes.
Individually wrapped tea/coffee facilities, desk pen, bathroom tissues, cotton swabs, and glassware.
Magazines, bed service tray, decorative pillows are being removed.
Before your arrival, room will be fogged, disinfection of all room touch points, and sealed inspected.
Bathrobes will be available under request.
Available one set of towels per guest.
The room will not be serviced with guests inside.
The cleaning will be every 3rd day.
Usage of gloves and masks when handling clean items, guest request and deliveries.
Guest room turn down available under request.
We use and follow the guidelines of the approved ECOLAB products.
New process to separate the dirty laundry.
Temperature check at restaurant entrance.
Hand sanitizer and mask offered on arrival.
Seat allocation based on physical distancing.
Digital menus availability.
Sanitation of the menus.
Envelope to place the guests masks during diner.
Sanitation of all the tables and chairs after every use.
Bartenders to use mouth covers.
Sanitation of bar counter every 30 minutes or after guest usage.
Usage of gloves and mouth masks.
Willow Stream Spa
Reception – Disposable hand towel ritual with tea tree scent and sanitizing gel offered.
Guest will be provided with face mask to access the changing rooms.
New social distancing reminder – Steam three people, sauna two people, Jacuzzi three people and inhalation room two people.
Lockers will be disinfected and sanitized prior guest arrival.
Sanitize slippers upon request.
Relaxation areas are adapted to social distancing requirements.
Guest salutation with right hand on heart, no physical contact.
Usage of face masks required during treatment.
Sanitizer gel provided to guest before the treatment.
Therapist will use face mask or protective visor during treatment.
Guest will be provided with option of treatment with or without latex gloves.
Disinfection of face cradle prior guest arrival.
Disinfection of cabin, massage table, and equipment before and after guest arrival.
All guests must wear face masks during treatments.
Hair cutting capes will be washed after every cut.
Prior any service guests are offered disinfecting gel for hands.
All utensils and equipment will be sanitized before and after guest arrival.
Stylists must wash and disinfect hands before and after guest arrival.
Distance between equipment.
Fitness equipment will be sanitized daily after guest usage.
Fitting room available under request.
Testers are not displayed, available under request.
Pens and check presenter disinfected in front the guest.
Shipping bag disinfected prior usage.
The new elevator capacity is four people per lift.
Public areas specific cleaning times.
Hand sanitizers in different areas throughout the resort.
Public restrooms cleaning four times a day – High touch points disinfection protocol every hour, hand sanitizer available, and anti-bacterial soap at hand wash area.
Water face masks will be cleaned and sanitized in quads solution, and individually wrapped.
Snorkel will be single use.
Life vest sanitized after every use.
Distancing between beach chairs and huts in pool and beach area.
Back of the House
Heartist sanitation tunnel.
Temperature check point.
Fogging on changing rooms.
Use of face masks.