TRAVEL INFORMATION UPDATE

January 20

New Travel Rules requiring a COVID-19 test prior to your return home

As another measure to reduce the spread of COVID-19, the United States and other countries are now requiring a negative COVID-19 test for all inbound travelers.

Information for US travelers and antigen testing
Starting on January 26, the Centers for Disease Control and Prevention (CDC) will require a negative COVID-19 test for all passengers flying into the United States. (This applies even if their final destination is another country but they are on a connecting flight, which first enters the United States.)The viral antigen nasal swab test is required. Children aged two and older must also be tested.

COVID-19 tests are available at Grand Residences

To help you comply with this new travel ruling and for your convenience, Grand Residences, through a certified independent laboratory, is now making onsite viral antigen nasal swab tests available at no cost. This policy is valid until July 17, 2021.

It is important to note that free testing is exclusively for Grand Residences owners, members and guests, is one-time only and available to those who have no symptoms. Results are available in 12 hours. Grand Residences is not responsible for the results.

Reservations are required for antigen testing, please contact the Front Desk or Concierge upon arrival at the resort to make your appointment.

Onsite testing is only available for guests who have no symptoms. If you have symptoms, you must contact the Front Desk or the Medical Service to make arrangements for in-room testing.

For more details on the CDC order visit:

Countries requiring PCR testing
Countries such as Canada and the UK now require all inbound travelers to show documentation of a negative laboratory test result to the airline prior to boarding their flight. The test must be performed using a COVID-19 molecular polymerase chain reaction test (PCR test) with results dated within 72 hours of their scheduled departure

Travelers bound for Canada who receive a negative test result and are authorized to enter Canada must still complete the full, mandatory 14-day quarantine. In the case of the United Kingdom all inbound passengers must fill in a passenger locator form and self-isolate for 10 days regardless of the test result.
If your country requires a PCR test, this is also available at Grand Residences through a certified independent laboratory, for a fee of $2,200 pesos (approximately US$110) per person. Results are delivered in 52 hours.

Reservations are required for PCR testing, please contact the Front desk or Concierge upon arrival at the resort to make your appointment.

If you test positive and must quarantine
If you test positive, Grand Residences will cover the cost of accommodations and meals from the COVID Recovery Menu for up to 14 days. Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis.

We will do everything we can to make you feel comfortable and safe while following our Royal Care Standard policy and the instructions issued by the health authorities.

Accommodations for quarantine are subject to availability. This policy is valid until July 17, 2021.

We will continue to update you on changes to travel rules and the strict health and safety protocols we follow at the resort.

All information is subject to change on short notice.



ONLINE RESERVATIONS FLEXIBILITY

We know that due to the current situation, plans can change from time to time. This is why we have implemented policies to help you plan your trip in the best way possible while protecting you from any unforeseen event.

Flexible cancellation policy

All reservations either new or previously booked online through our 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 canceling or later modifying it or not showing up, the corresponding penalty will apply.

GENERAL OPERATIONS PLAN TO REDUCE SANITARY RISKS FROM COVID-19

At Grand Residences Riviera Cancun, our commitment is to offer extraordinary vacation experiences. This includes keeping our guests and employees safe at the resort. We are following the guidelines and recommendations issued by the Mexican authorities and international organizations on the COVID-19 emergency. This document lists the measures we are taking to ensure that our guests, staff and any visitors to the resort are in a safe environment with the least possible risk of contagion from COVID-19.

1. WE ARE USING SOCIAL DISTANCING AT ALL TIMES

We ask guests and staff to keep a distance of at least 1.5 meters and to avoid physical contact. We have adopted a corporate greeting of a sincere smile and placing our right hand on our heart. Although we may be at a distance, it is very important to maintain our high standards of friendliness and courtesy.

We have a variety of communication and technological tools at our disposal for guest assistance, which we will be upgrading for greater effect without detracting from the quality of our service. They include the Grand Residences App, which the guest can use for pre-check in and express check out, to make special requests, check the activity program and restaurant information. We also have 24-hour personalized phone and email service offered by our Concierges.

We are making adjustments to procedures in order to reduce wait lines. In the event that there is a line, the recommended distance policy will be enforced.

Face masks will be worn in the areas of greatest social contact.

2. WE PUBLISH HEALTH GUIDELINES

Printed and digital information is available in all guest areas and back of house to reinforce hygiene recommendations, social distancing, frequent hand washing and the use of antibacterial hand sanitizer.

3. WE PROVIDE ESSENTIAL HYGIENE SUPPLIES FOR ALL TO USE

We have hand sanitizer dispensers in areas of greatest contact between guests and staff, including at the entrances to guest service areas, customer desks, kitchens, employee areas, restrooms and vehicles, among others. We have also added bottles of antibacterial hand sanitizer to the room amenity packages for guests to use during their stay and for them to take when they venture off premises on tours or into town.

4. SAFE CONTACT

We follow a strict cleaning and disinfection protocol in the areas of greatest contact and risk using products that are known to reduce the presence of virus and are recommended by the Mexican health authorities and registered under Mexican law, for example on railings, doors, handles, tables, sun loungers, toilets, windows, countertops, desks and computer equipment, among others.

Vehicles used to transport guests and employees are cleaned and disinfected before each service. This also includes child car seats.

All equipment used during activities, and available for guests to sign out, is washed and disinfected after each use (including board games, toys, rackets, golf clubs, bicycles, beach toys, etc.).

We are reinforcing frequent hand washing using the correct method as a crucial standard to follow in all areas, adopting it as a basic daily function that all staff must comply with.

5. ADDITIONAL HYGIENE MEASURES FOR ROOMS

We have reinforced our room cleaning and disinfection procedures. Although we have always been known for our high training standards and for the chemical products we use, we have made additional improvements to reinforce the disinfection of surfaces, floors, toilets and doors, using a color-coded cleaning cloth protocol to prevent cross contamination.

Our linen laundry program includes a daily change of sheets, which are disinfected and washed. We have also increased the frequency with which curtains, cushions and mattresses are disinfected.

6. SAFE RESTAURANT AND BAR SERVICE

All our restaurants, bars and the employee cafeteria have the Distintivo H certificate for good practices in food hygiene and preparation, nevertheless, we have reinforced the disinfection of all raw materials at source, in addition to tins, bags and all storage equipment. Staff wear masks and gloves when preparing food.

Open buffets have been replaced with individual presentations that are easily accessible and a staff member is on hand to serve guests, in order to prevent the contamination of utensils.

7. ENJOY MOMENTS OF SAFE RELAXATION IN THE SPA AND GYM

In addition to reinforcing cleaning and disinfection protocols for surfaces and areas in the spa and gym, all staff will use masks. Massage beds, equipment and utensils have always been cleaned and sterilized to a high standard but we have adjusted our procedures to comply with new guidelines.

Antibacterial hand wipes are available in the gym for guests to use. Staff will ensure that they use them and will enforce the safe distance rule to prevent crowding.

8. TRAINING STAFF IN NEW PROTOCOLS AND SAFE PRACTICE

Using all our communication channels, we are raising awareness about the correct hand washing method, the use of antibacterial hand sanitizer and good hygiene practices. All our employees receive constant training on the use of safety equipment, hand washing and the specific protocols for each area. This is reinforced with inspections carried out by the Quality Control and Hygiene Quality departments to ensure that protocols are being followed at all times.

9. WE CARE ABOUT THE HEALTH OF OUR EMPLOYEES

The health of our employees is our top priority and it is of the utmost importance that their workplace is safe. We have implemented additional protocols to ensure that work areas are always disinfected at the beginning and end of each shift. We also ensure that all our employees have the quality protective equipment they need as they go about their duties.

We constantly monitor the health of our employees in order to identify anyone showing possible symptoms. If this is the case, they are referred to the doctor immediately. We use a daily checklist with staff to find out if they have any symptoms or have been in a risk situation. We also share constant updates on COVID-19, possible symptoms, detection and preventive measures.

Frequently Asked Questions

1. Will COVID-19 tests be available at Grand Residences?

Yes, the COVID-19 viral antigen nasal swab test required by the United States and PCR tests are available at Grand Residences and are administered by an authorized independent laboratory. Your test results must be dated within 72 hours of your departure.

COVID-19 Antigen tests
Starting January 23, Grand Residences, through a certified independent laboratory, is making convenient COVID-19 antigen testing available at no cost onsite from Monday to Saturday, 8 a.m. to 4 p.m. It is important to note that free testing is for owners, members and guests staying at Grand Residences, is one-time only and for guests who have no symptoms. Results are available in 24 hours. This policy is valid until July 17. Grand Residences is not responsible for the results.

Reservations for onsite testing are required, please make your appointment upon arrival at the resort at the Front Desk or with the Concierge. Testing takes place in the Business Center off the lobby.

If you have symptoms, please contact the resort doctor to make arrangements for a test in your room.

COVID-19 PCR tests
The PCR test now required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is also available onsite through a certified independent laboratory, and costs US$110 per person. Test results within 52 hours. Grand Residences is not responsible for the test results.

Guests showing symptoms must remain in their room and follow the doctor’s instructions.

2. How long does it take to get COVID-19 tests back?

You should receive your COVID-19 antigen results from the laboratory within 24 hours. PCR test results are delivered in 52 hours.

Please bear in mind that your test results must be dated within 72 hours of your flight departure.

3. Do children need to be tested?

Yes, in the case of travelers bound for the US, children aged two and above must be tested before departure.

In the case of Canada-bound travelers, children aged five and above must be tested.

4. I recently had COVID-19 do I still need the test?

If you have had COVID-19 within three months of your departure for the United States you must show proof of the positive test result and documentation of recovery from a licensed healthcare provider giving you clearance to travel.

5. What happens if my COVID-19 test is positive?

If you test positive, Grand Residences will cover the cost of accommodations and meals from the COVID Recovery Menu for up to 14 days. Accommodations and meals are covered only for the guest/s who have tested positive and on an availability basis. We will do everything we can to make you feel comfortable and safe while following our Royal Care Standard policy and the instructions issued by the health authorities.

Accommodations for quarantine are subject to availability. This policy is valid until July 17, 2021.

6. What is the COVID Recovery Menu?

The COVID Recovery Menu is a menu developed by our house doctor with recommended meals for COVID patients. The meals on this menu are covered during the up to 14 day quarantine period covered by Grand Residences for guests who test positive and must stay longer.

7. What happens if we need separate accommodations to stay at Grand Residences with someone who tested positive for COVID-19?

There will be accommodations available at a special Patient Companion Rate for members and guests. If someone in your party has tested positive and you need to stay, you may reserve separate accommodations at this rate on an availability basis.

8. If I test positive for COVID-19 will I be able to leave my room to get food?

If you test positive for COVID-19 you will have to self-isolate in a room or suite in a designated area of the resort. We will do everything we can to make you feel comfortable and safe.

9. Will the COVID-19 test be covered by my health insurance?

An authorized independent laboratory administers the test and you will have to ask your health insurance provider about coverage.

10. Can I get an appointment for a COVID-19 test?

Yes, appointments are required for testing at least 24 hours in advance. Please make your appointment at the Front Desk or with the Concierges.

11. I need the PCR test, can I get it on site and what is the cost?

The PCR test now required by Canada, the United Kingdom, Brazil, Argentina, Chile and Colombia is available at Grand Residences.
Cost: US$110 per person.
Test results delivered in 52 hours. Grand Residences is not responsible for the results. Appointments for the test can be made at the Front Desk or with the Concierges.

12. I have been vaccinated for COVID-19, do I still need the COVID-19 test or to show documentation of recovery from COVID-19?

Yes, all air passengers traveling to the US, regardless of vaccination status, are required to provide a negative COVID-19 test result or documentation of recovery.

13. Are there cheaper COVID-19 tests available in Cancun and Playa del Carmen?

Some drugstore chains are offering a cheaper COVID-19 test however, you would have to go and stand in line with the risks and delays that this may entail.

14. How will I receive my COVID-19 test results?

You will receive your test results from the laboratory via email. You can print them at the business center at no charge.

15. I am only staying at your resort for 2 days, can I get a rapid COVID-19 test?

Yes, but different prices will apply.

16. Can the airline refuse to let a passenger travel if a COVID-19 negative test is not presented before boarding?

Yes. For flights departing to destinations that require a negative test, airlines must confirm the negative test result for all passengers or documentation of recovery before they board. If a passenger does not provide documentation of a negative test or recovery, or chooses not to take a test, the airline must deny boarding to the passenger.

17. Can I get a free COVID Antigen test if my country doesn’t require a negative test?

No, only members and guests whose country requires a negative COVID Antigen test qualify for free testing.