INFORMATION FOR TRAVELERS
CORONAVIRUS (COVID-19)

Your safety and well-being are our top priority. As we face these unprecedented times, we want to keep you informed on how we are responding to the current situation on COVID-19. Please visit the links below for our latest resort reopenings, policy improvements, and our general questions section.

Based on local health and safety regulations, some facilities and services may be limited until further notice.

CLEAN COMPLETE VERIFICATION™

Improved quality protocols,
safety and hygiene

CLEAN COMPLETE VERIFICATION

It is important that guests have peace of mind whenever they choose to visit a property with any of the AMResorts brands, and health and safety have always been a priority. To support this, AMResorts brand properties have implemented their CleanComplete Verification ™ for new health and safety policies and protocols that start from the moment a guest begins planning a vacation the moment they return home.

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CRISTAL INTERNATIONAL STANDARDS

Beyond this existing certification, we are also working closely with the International Crystal Standards to ensure an even higher level of quality, safety and hygiene verification before the resorts reopen. This is the Infection Spread Prevention Audit Protocol or Cristal International Standards POSI-Check certification, one of the most advanced third-party verification standards in the industry, and it is being implemented across all AMResorts brand properties. specifically to address the post-COVID-19 world. AMResorts is one of the first to use the standards.

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SAFE TRAVELS AMRESORTS®

All AMResorts® branded properties across Mexico, the Caribbean, Panama, Curaçao, St. Martin, and the Dominican Republic have achieved the specialized designation from the WTTC. These defined protocols signify the highest standard in health and hygiene, which provides additional confidence and peace of mind of our valued guests.

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NEW AM RESORTS® PROTOCOLS®

From the first moment that guests begin planning their trip, AMResorts branded properties makes health and hygiene information clear and accessible through websites and social media channels. And even before walking into a resort lobby, guests are provided with an overview of all check-in health and sanitation procedures upon arrival at the resort’s gated entrance.

At the lobby entrance, all arrivals are offered alcohol-based hand sanitizer and, within the lobby area, cleaning with high-grade disinfectants occurs every hour. Additionally, lobby-area Hygiene Check-In Stations are established to:
  • Check guest temperature with a thermal scanner or pistol thermometer, both for those checking in and those returning from off-site activity.
  • Review guest travel records for the past 14 days to avoid travel from hot spots.
  • Allow guests to complete a health declaration form, confirming virus-free wellbeing.
  • Guide guests who present symptoms upon arrival to an isolation area in which they may consult with the resort’s on-site physician.
All luggage carts are also disinfected prior to and between uses. At check-in, the receptionist cleans the desk area with a sanitizing formula between guests and prior to each check-in process and applies hand-sanitation gel.

Each guest will find a door hanger with the Cristal International Standards® RoomCheck badge on the door handle when arriving at their room, indicating that the room was cleaned following the Cristal International Standards® room cleaning process. Additionally, all rooms include a pocket-size gel sanitizer as part of the amenities package.

An overview with details of all cleansing and sanitizing processes in guest rooms, front of house areas, and back of house areas are provided in printouts, on in-room tablets, and on the resort TV channel, which also includes video of sanitizing protocols and hygiene tips.

To provide additional sanitation, the television remote control, in-room tablet, amenities kit, and extra blankets and pillows are all pre-sanitized and presented in vacuum-sealed packaging.


Increased sanitation activity is in place for all areas with high human contact throughout operating hours, including public areas that receive hourly thorough cleaning and disinfecting throughout the day. Restrooms are sanitized and disinfected before and after operating hours and stocked with hand sanitizing gel. Frequent cleaning with disinfectants takes place in high touch areas like staircases and elevators.

Sanitizing gel is available throughout the resort in all common areas, including outside elevators, and staff circulate throughout these areas offering sanitizing gel to guests.

Beach and pool loungers are placed with proper distance between them, and waiters, pool and beach butlers offer sanitizing gel to guests prior to handling beverages. Sanitation of sports equipment occurs between use and prior to use by any guest. This includes items like ping-pong equipment and tables, basketballs, volleyballs, tennis rackets, and non-motorized water sports equipment.

Disinfectants are used to sanitize the area during regularly scheduled cleaning times throughout the day. Additional sanitizing and cleaning schedules are in place to provide deep cleaning for machines. Fitness trainers wear masks and sanitize all equipment immediately after use. To support immune health, fitness center guests are offered the choice of alkaline water, which helps improve the immune system. Activities that involve physical contact between entertainers and guests, such as dance classes, will be replaced with alternative activities that allow for social distancing, and show seating will allow for social distancing.

Within spa facilities, sanitizing gel is provided to each guest as they approach reception. All high contact areas are sanitized on a regular basis throughout the day, and lockers are sanitized between uses. Essential bactericidal and fungicidal oils are used to atomize all areas and also in aromatherapy treatments. Spa areas involving water, like whirlpool tubs and pools, hydrotherapy pools, will be sanitized by maintaining the water chemistry for pH, alkalinity, and calcium hardness and to destroy microorganisms and bacteria. In hydrotherapy areas, spa staff wear special footwear that is used only in the hydrotherapy area.

Spa amenities, such as robes, sandals, combs, as well as nail salon utensils are disinfected and presented in sealed packaging to guests. Disinfecting tablets are used to sanitize pedicure stations, all spa therapists wear facemasks to ensure proper hygiene and safety to guests, and non-latex gloves are used to provide nail services, massages, facials and other spa treatments.


All Explorer’s Club and Core Zone facilities are cleaned and disinfected prior to opening, after closing, and regularly during operating hours. Temperature checks will be required for all kids and teens before entering to Explorer's Club or Core Zone. The cellphones provided to parents with children at the Explorer’s Club are thoroughly sanitized and offered in a vacuum-sealed packaging for optimal hygiene.


All bars and restaurants feature seating allowing for social distancing with tables and chairs sanitized daily and throughout the service period. Proper handwashing techniques are reviewed with food service staff at the start of every shift and increased signage is in place to reinforce those reviews.

Guests with groups larger than five people are asked to make reservations with the concierge in advance so that restaurant tables can be adjusted to allow for social distancing and movement by wait staff. Resort apps alert guests when their table is ready, allowing for freedom of movement around the resort while waiting.Hand sanitizer is available at restaurant entrances, on bar tops and throughout the establishments. Bar snacks are presented in individual portions. Menu options are presented on boards or tablet QR codes and the use of physical menus is limited to those who request them. Tablecloths are changed after every use. After use, cutlery is cleaned, disinfected, and placed in a cover preventing contact with outside surfaces. Breadbaskets are no longer used with food being presented in individual portions. Chefs and servers are required to wear masks when preparing or serving food like teppanyaki or sushi in guest areas.
For buffet service, dishes are offered to guests by servers with masks, food tongs are changed every 20 minutes, and sneeze barriers are in place. Additionally, for those guests who prefer, a la carte menu options are available in all buffet restaurants.

Room service uses covered food dishes to ensure hygiene from the kitchen to the guest room, and all room service waiters wear gloves and masks for delivery. Room service waiters allow guests to set up their own dining area, unless requested otherwise.


Prior to departure, guests will receive express-check out service to reduce face-to-face service time.


New staff positions have been created to oversee all health and sanitation measures. Regular wellness training is provided for all personnel to ensure they take the correct steps for their own health as well as the health of guests. Employees who exhibit symptoms of illness are required to notify their manager and will be sent home and advised to self-quarantine until they are cleared to return to work. Those who violate this policy are subject to disciplinary action.

Other measures include:
  • Office area workstations are sanitized every two hours.
  • Engineering teams conduct regular tests of pools and water systems, including constant readings of chlorine levels, PH levels and water temperature.
  • A specific area has been designated for suppliers, who must wash hands and clean shoes using automatic brushes or special sanitizing carpets.
  • Specific staff members receive, sanitize and arrange merchandise in a dedicated area.
  • Laundry protocols have been established to control temperature and laundry cycling as well as to address the cleaning of contaminated items.

AVIS CAR RENTAL SAFETY

Avis Mexico obtains the Safe Travel Seal
(Travel Safety Stamp)

As a result of the effective application of our preventive protocols in matters of health, hygiene, cleaning and disinfection, we received the Travel Safety Stamp from the World Travel and Tourism Council (WTTC, for its acronym in English) , which has the support of the World Health Organization (WHO).
This seal recognizes destinations and industries that comply with the new global health and operational protocols to combat COVID 19, and ensure the prevention of the spread of infections through the implementation of rigorous and effective hygiene, cleaning and disinfection protocols. You will be able to recognize it in all our rental offices, which comply with the highest world standards in terms of prevention and health safety.

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Sandos Hotels & Resorts

INFORMATION ABOUT OUR CLIENTS SAFETY - SANDOS HOTELS

The main objective of Sandos Hotels & Resorts is the safety and well-being of our clients. That is why we are exercising every step to ensure that each guest can still enjoy a vacation that they love while also knowing that they are protected. At Sandos, we are taking all necessary precautions, and following all safety guidelines outlined by medical professionals and health institutions.

In compliance with the laws decreed by government agencies to protect everyone's health, some of our hotels in Spain and Mexico will be allowed to open. If you have an active reservation in one of our hotels while they are closed, please contact your travel agency, or, if you have made your reservation at Sandos.com, directly with us to see about the possibility of moving your booking to a hotel that is currently open. We have also adapted our cancellation policies to offer flexibility and comfortability to our clients while booking.

With the aim of spreading tranquility and security, we want to indicate that, in case of booking a non-refundable or semi-flexible rate, or even in case of reservations done with an agency, the hotel will refund the money or will not charge a penalty until 24 hours before arrival if some of the occupants have tested positive and the mandatory quarantine prevents them from traveling. It is mandatory to present a positive certified test.

Sandos Announces Free PCR Testing in Mexico hotels for those Staying 7 Nights or More for Guests from Countries Requiring a Negative COVID-19 Test to Re-enter their countries

In addition to the already announced support measures for tourists visiting Sandos, as of January 26th, 2021, all guests of hotels in Mexico who require a PCR test to re-enter their countries of origin, will be able to obtain it for free for 7 nights stay or more. Thus, the measures that have been implemented so far are:

With these new measures, we want to reassure all those who are thinking of taking a vacation and make all the means available to them so that they know that they will be able to return to their countries in compliance with current regulations.

Sandos remains committed to offering safe environments respecting all safety and hygiene regulations so that our guests can enjoy a memorable vacation in the best destinations in Mexico.

Read the article here

THE GUEST EXPERIENCE

Guest Arrival A Team Member will greet each visitor to the resort and will ask them to use hand sanitizer upon arrival. Appropriate signage will also be prominently displayed outlining protocols and current Safe Social Distancing practices in use throughout the resort.

  • Guests will enter the resort through doors that are either open, automated or manually operated by the guest.
  • Team Members will not open the doors of cars or taxis.
  • Guests requesting bellhop service will be assisted and the guest luggage will be sanitized upon arrival by spraying Quats (quaternary ammonium compounds) on the surface.

  • Signage will be clearly posted to explain the current procedures by way of QR Codes and internal / external elevator signage.
  • No more than three (3) guests will be permitted per elevator.

CLEANING PRODUCTS AND PROTOCOLS

Our hotels use cleaning products and protocols which meet EPA guidelines. They have been approved for effective use against viruses, bacteria and other airborne & blood-borne pathogens. We are working with our vendors, distribution partners & suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.

The frequency of cleaning and sanitizing has been increased in all public spaces. Stringent emphasis on frequent contact surfaces including, but not limited to, Front Desk Check-In counters, Hotel Porter Desks, elevators and elevator buttons, door handles, public bathrooms, room locks, ATMs, pool and stair handrails, fitness equipment, spa equipment, salon equipment, dining surfaces and seating areas.


Industry leading cleaning and sanitizing protocols are used to clean guest rooms. Specific attention shall be focused on high-touch items including television remote controls, furniture & door handles, water faucet handles, toilet seats & flush handles, nightstands, telephones, light switches, temperature control panels, alarm clocks, luggage racks and flooring. Our hotels use cleaning products and protocols which meet EPA guidelines. They have been approved for effective use against viruses, bacteria and other airborne & blood-borne pathogens. We are working with our vendors, distribution partners & suppliers to ensure an uninterrupted supply of these cleaning supplies and the necessary PPE.


The frequency of cleaning and sanitizing will also increase in high traffic Heart of the House areas with an emphasis on the Team Member entrances, uniform control rooms (where applicable) including but not limited to; Team Member restrooms, loading docks, storage rooms, offices, kitchens, security scanning podiums, Team Member service desks and training classrooms.


Shared tools & equipment will be sanitized before, during and after each shift or anytime the equipment is transferred to a new Team Member. This includes phones, radios, computers & other communication devices, payment terminals, kitchen implements, engineering tools, cleaning equipment, keys, time clocks and all other direct contact items used throughout the resort.


Most of our guest rooms are equipped with mini-split units and very few with fan & coil systems. Regardless, Quats (quaternary ammonium compounds) pills are used as standard practice.


SAFE SOCIAL DISTANCING

Throughout the resort we will meet or exceed local and global health authority guidelines on Safe Social Distancing.

Any area where Guests or Team Members queue will be clearly marked for appropriate Safe Social Distancing. This includes Check-In, Check-Out, elevator lobbies, dining areas and any other areas where applicable.


Agents will utilize every other workstation to ensure separation between Team Members whenever possible.


Restaurants and bars will reduce seating capacities to allow for a minimum of two (2) meters Safe Social Distancing between each seated group/party of Guests.


In coordination with our retail partners and tenants, Guest occupancy limits will be enforced to allow for appropriate Safe Social Distancing at our owned and leased retail spaces.


Pool seating will be configured to allow for at least two meters of Safe Social Distancing between groups of guests.


Safe Social Distancing protocols will be used in the Team Member dining rooms, training classrooms, shared office spaces, the Team Member services window (via a teller style window) and other high-density areas in order to ensure appropriate distancing between Team Members.


Pending guidance from local authorities and medical experts ( COFEPRIS).


Read the article here

With
your vacations are guaranteed.
Flexible Cancellation Policy
OUR CERTIFICATIONS:
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