Grand Residences opened on July 4 and is happy to welcome back owners, members and guests for more unforgettable vacation moments.
Grand Residences staff and management representatives gave a rousing Mexican-style welcome to arriving guests with applause, live music, cocktails and more.
New health and safety measures: the Royal Care Standard
Grand Residences opens with new Royal Care Standard health and safety protocols in place for the protection of guests and employees. As part of this program, it has implemented World Health Organization, Mexican Department of Health and The Leading Hotels of the World® hygiene recommendations, elevating stringent cleaning and sanitization standards even further.
Measures include the use of masks by all staff and social distancing; increased daily cleaning frequency for busy areas and touch points throughout the resort and in employee areas back of the house; the use of EPA-approved sanitation products, electrostatic sprays and disinfecting mats; additional hygiene steps in the room cleaning regime; changes in restaurant setup, extra precautions for activities and the Kids Club and new protocols for staff.
Guests receive a complimentary hygiene kit including face masks, gloves, hand sanitizer and disinfecting wipes for them to use on the resort premises or on tours. The use of masks by guests is strongly recommended in busy public areas of the resort and is mandatory in closed spaces such as the Kids Club and Spa.
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.
Grand Residences Guest Services during July
Grand Residences opens with all its guest services available. However, there are some temporary changes to opening hours.
El Faro Grill
Open from 7 to 11:30 a.m. for breakfast; lunch from 12 to 5 p.m.
Dinner from 5 to 10 pm.
Bar open 7 a.m. to 10 p.m.
Flor de Canela
Open for dinner, 5 to 10 p.m.
In July, dinner will be served in El Faro and Flor de Canela on alternate days. Please ask the Concierge for more information.
Heaven Beach Bar
Open daily from 10 a.m. to 8 p.m.
Open daily 10 a.m. to 5 p.m.
Lobby Café & Bar
Open daily from 7 a.m. to 10 p.m.
Special a la carte menus.
• Monday: Italian Night, El Faro Grill
• Wednesday: Argentine Night
• Thursday: Seafood Night, El Faro Grill
• Friday: French Night, El Faro Grill
• Sunday: BBQ Night
Ask the Concierge for times and locations
Sunday: Harp and Saxophone, two locations
Tuesday: Los Jarochos group
Wednesday: Cielito Lindo group
Thursday: Salsa con V
Friday: Jazz with Jeriko (duo), The Two group, two locations
Line up is subject to change without prior notice.
Reservations required, ask the Concierge
Capacity: 8 people
Capacity: 7 people
Capacity: 9 people
24-hour Room Service is available, call ext. 132 to place your order.
Breakfast available from 7 a.m. – 11:59 a.m.; lunch from 12 p.m. to 4:59 p.m.;
dinner from 5 p.m. to 10:59 p.m.; late night menu 11 p.m. to 6:59 a.m.
The Kids Club is open daily from 9 a.m. to 5 p.m.
Capacity: 15 children
The resort has a daily activity program for adults and teens. Some activities will also be virtual, available online to give guests the option of participating in their room if they prefer.
Gourmet Food Market
Open from 9 a.m. to 5 p.m.
Guests can scan the Gourmet Market QR code to order online and have their shopping delivered to their suite.
Open from 9 a.m. to 5 p.m.
Open from 7 a.m. to 9 p.m.
Contactless menus and online information sources
All our restaurant menus and resort information are online. Scanning QR codes in rooms, restaurants and elsewhere in the resort gives guests access to a wealth of digital information including:
Menus for all restaurants and bars
Room Service menu
Activity programs for the Activity Centers and Kids Clubs
• Grand Residences Guest Service Directory
Daily activities, menus and much more are also on the Apple TV in rooms and suites.
The Grand Residences App
The Grand Residences App is a source of useful information for menus, daily activities and tour ideas. It also offers guests contactless solutions for check-in and checkout, paying the bill by credit card, reservations and making special requests before prior to their stay.
Download from the App Store or Google Play.
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
For Fixed week members and those with Internal Exchange stays scheduled between Weeks 12
and 31, 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 and October in
The exchange fee will not be charged for changes made to preexisting exchange
A discount of 50% will apply to the exchange fee for new exchanges.
a) The Open Certificate program is temporarily suspended
• Contracts with occupancy from May to October 2020
b.) For the Internal Exchange program:
• Contracts for weeks 12 to 31, 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
Please use the online internal exchange program at www.ExchangeMyVacation.com or email us at email@example.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 now open. 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: firstname.lastname@example.org. 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:
Toll free 1 888 721 4420
Toll free in Mexico 800 020 1761
Elsewhere +52 (998) 848 8226
• 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.
Mexican Caribbean News
The Mexican Caribbean tourism industry is gradually reopening this month, continuing during the summer.
From hotels to parks and golf courses, travel agencies to restaurants, all will be operating with new hygiene and social distancing measures so that visitors can enjoy their vacation with peace of mind.
The Quintana Roo Tourism Board and State Department of Health has launched the Clean and Safe Check certification program to ensure that hotels and other travel businesses satisfy the Mexican government conditions for reopening and are in full compliance with international health and safety recommendations issued by the CDC and World Health Organization. This program also has the Safe Travels seal of approval from the World Travel and Tourism Council. To date, 6,290 hotels, restaurants, tour operators and other companies have registered for certification.
Cancun, the Riviera Maya and the Mexican Caribbean were the first destinations in the Americas to receive the Safe Travels Global Security Stamp issued by the World Travel and Tourism Council (WTTC) and backed by the World Tourism Organization (UNWTO) for their adherence to new international sanitary security protocols.
Cancun Airport has implemented new health and safety measures, including temperature screening and a health questionnaire for all arriving passengers, There is social distancing, more frequent cleaning and sanitization in all areas, from the airport buses to Immigration, check-in and baggage drop, departure and arrival lounges, commercial and waiting areas. The use of face masks and visors by staff is mandatory and they undergo daily health checks.
A number of airlines including Air Canada, Air Transat, Sun Country, American Airlines, Southwest, Delta, Spirit, JetBlue, Sunwing, Copa Airlines, Aeromexico and Evelop have resumed flights or have indicated their intention to do so in July.
Parks and tours reopening
These parks and tours are now open:
• Puerto Morelos National Park
• Cancun Sailing trip to Isla Mujeres
• Jolly Roger Pirate’s Night cruise
• Solo Buceo
• Delphinus at Cancun Aquarum and Xcaret
• Caribbean Carnival Isla Mujeres cruise
• Dolphin Discovery on Isla Mujeres and at Garrafon Park
• Alltournative Emotions
• Alltournative Snorkeling Adventure
• Xel-Ha Park
• Xplor Park
• Xoximilco Park
• Xenses Park
The archaeological sites in Quintana Roo are expected to open some time in the second half of July.
As more information becomes available we will publish additional updates.
See you soon
We urge all our owners, members and guests to stay safe wherever you are. We are thinking of you and we look forward to welcoming you back to Grand Residences very soon.