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The New Normal at Fairmont Mayakoba
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The New Normal at Fairmont Mayakoba

Welcoming, safeguarding, and taking care of others are 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.

We organize an Antigen Test* during your stay for asymptomatic guests staying at the resort. Guest must take the test at least 24 hours prior to departure (we recommend scheduling it before arrival, considering the departure date). Symptomatic guests will be referred to the resort doctor for proper evaluation, and care and transferred to the hospital.

Click here to schedule your test and our Concierge Team will get back with a confirmation.

Antigen Test $15

PRC $80

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.

Please Note:
– Results are delivered via email the same day
– For canceled appointments, a fee of 1,000 MXN will apply

– Hours of operation are Monday to Saturday from 9:00 am to 12:00 pm On Sunday only pre-scheduled appointments will be taken if you test positive, the hotel will follow standard protocols to ensure your safety and the safety of other guests at the hotel. If you need to extend your stay, the hotel will offer a special price of 199 USD per room per night plus taxes, including breakfast for two. For an all-inclusive offer, there will be an additional fee of 99 USD per adult per night. (Resort Fee will not be charged for extended nights).
– 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.

As always, caring for you is our top priority, and our property is ALLSAFE certified with some of the most stringent cleaning standards in the hospitality industry. To learn more about the extensive measures we are taking to safeguard, protect and care for our valued guests and employees, visit ALLSafeandWell.com

Fairmont Mayakoba obtains the certificate in health protection and prevention granted by the Mexican Ministry of Tourism. The Guest Assist Program provides assistance and guidance to national and foreign tourists who visit the state of Quintana Roo in situations that affect their physical integrity or personal property. To know more, click here

1.- COVID-19 Test

Antigen tests and PCR tests have an extra charge.

Test cost 1,600 MXN. For canceled reservations, a fee of 1,000 MXN will apply. Hours of operation are Monday to Saturday from 9:00 am to 12:00 pm

For appointments, contact our royal service representative by dialing “0” while on the property or calling the hotel directly.

covid test

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 an 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.

4- Exceptions
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 are at the very heart of what we do and who we are.  We want to thank you for your understanding.

Transportation (Maritur services)

Car fogging.
Guest cleansing packet at welcome.

Front Desk

Temperature check at check-in.
Hand sanitizer in all the desk points.
Staff hand washing every 30 minutes.
Countertop disinfection after every check-in, or counter interaction.
Plexiglass partitions at Front Desk and Concierge.
Credit card sanitation before and after every guest interaction.
Disinfection of guest’s keys.
Concierge communication via Staytus App.

Uniform Services

Sanitizing guest luggage through the mister tunnel.
Arrival hand washing ritual with scented hand sanitizer.
Luggage tag with sanitation reassurance.
Car keys disinfection process.

Butler Service

Leverage communication with guests via Whatsapp.
The terrace towel set will be done using gloves.
The Butler cart will be sanitized after every use.

Tatich

Sanitation of cars per trip.
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, and sanitizing wipes.
New departure kit: sanitizer, and wipes.
Individually wrapped tea/coffee facilities, desk pen, bathroom tissues, cotton swabs, and glassware.
Magazines, bed service tray, and decorative pillows are being removed.
Before your arrival, the room will be fogged, disinfection of all room touchpoints, and sealed and 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 when handling clean items, guest requests, and deliveries.
Guest room turns down available under request.

Laundry

We use and follow the guidelines of the approved ECOLAB products.
New process to separate the dirty laundry.

Restaurants

Temperature check at the restaurant entrance.
Hand sanitizer was offered on arrival.
Seat allocation is based on physical distancing.
Digital menus availability.
Sanitation of the menus.
Sanitation of all the tables and chairs after every use.

Bars

Bartenders to use mouth covers.
Sanitation of bar counter every 30 minutes or after guest usage.

In-Room Dining

Usage of gloves.

Willow Stream Spa

Reception – Disposable hand towel ritual with tea tree scent and sanitizing gel offered.
Temperature check.

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 to guest arrival.
Sanitize slippers upon request.
Relaxation areas are adapted to social distancing requirements.
Guest salutation with right hand on heart, no physical contact.
Sanitizer gel was provided to guests before the treatment.
Guest will be provided with the 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.

Salon

Haircutting capes will be washed after every cut.
Prior to any service guests are offered to disinfect gel for their hands.
All utensils and equipment will be sanitized before and after guests’ arrival.
Stylists must wash and disinfect their hands before and after guests’ arrival.

Fitness Center

Distance between equipment.
Fitness equipment will be sanitized daily after guest usage.

Boutique

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 to usage.

Public Areas

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 touchpoints disinfection protocol every hour, hand sanitizer available, and anti-bacterial soap at hand wash area.

Activities

Water face masks will be cleaned and sanitized in quads solution, and individually wrapped.
The 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 checkpoint.
Physical distancing.
Fogging on changing rooms.

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