We know that due to the current situation, plans can change from time to time. This is why we have implemented policies that can 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 10th thru December 18th, 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.