Safety Commitment

In adherence to the Official Mexican Standards in health and safety matters, these will be the requirements upon your arrival at our properties:

- At check-in we will take your temperature.
- We recommend using your face mask and hand sanitizer in all common areas.

Thanks for your cooperation. These are the details of each of our protocols:

We place touchless hand sanitizer dispensers at different contact points within the property, such as the main lobby, staff and suppliers entrance, pool area, restaurants and bars, Kids' and Teens' Clubs, Spas, gyms, and Convention Centers.

To all the members of our staff, we take their temperature when boarding the staff bus, as well as upon their arrival at the hotel.

One of the mandatory measures for all staff members is to wash their hands every hour (for a period of 20 seconds). Also, in some specific areas, this handwashing measure is done every time they have contact with a group of people.

Our staff members wear face masks in areas of direct and indirect contact with guests.

We continue to comply with the cleaning and hygiene protocols set by Cristal certification guide. In addition, we use chemicals against COVID-19, authorized by the EPA (the United States Environmental Protection Agency).

Guests are provided with a personal protection kit available upon request (gloves, hand sanitizer, wet wipes, and a face mask).

All vehicles on our properties are sanitized with steam after each use. The trip is made without a co-pilot and with a maximum of 5 passengers, including our driver.

As for our "Lost & Found" area, all items are sanitized before registration and storage.

The staff transportation is sanitized and cleaned daily after each route.

COVID-19 Training: This training for all our staff members is focused on learning and practicing the safety and hygiene protocols regarding COVID-19. We make greater emphasis on departments that have direct contact with our guests, such as Housekeeping, Food and Beverages, Public Areas, Guest and Concierge Service, Reception, Activities, Bell Boys, Call Center, and Security.

Public Areas

We increase the cleaning frequency of common areas, with special attention to surfaces with more contact, such as gaming areas, entrance doors, credenzas, escalator handrails, tables and desks, benches, armchairs and/or waiting rooms, garbage bins and guest elevators.

Housekeeping

The entire work equipment is sanitized at the beginning and end of every shift, including maid trolleys, suite service tables, trays, etc.

All of our clothing areas have curtains that protect the equipment and lining.

Cleaning and sanitization protocol

• The suite's stationery is made of washable material for its sanitization.
• We remove all amenities after a guest's departure, whether they used them or not.
• A detailed sanitization of the following contact points is carried out:

• Desks, TV furniture, tables, and chairs
• TV remote control
• Thermostat
• Bath amenities
• Bath furniture (shower, jacuzzi, and WC)
• Gates, mirrors and frames
• Doors and handles

Welcoming

We take our guests' body temperature upon their arrival at the property; we also invite them to wash their hands and offer them hand sanitizer. Their luggage is sanitized as well.

We also share with them our post-COVID-19 safety and hygiene protocols, which are:

• Elevator use
• Physical distancing
• Hygiene protocol to enter the consumption centers
• Suite sanitization process
• Maximum capacity for restaurant reservations (only if the authorities require it)

Cleaning and sanitization protocol We sanitize the lobby chairs after each check-in, as well as tablets, check holders, registration folders, scanners, and pens.

Guest elevators

We place automatic hand sanitizer dispensers outside each elevator tower. The maximum capacity of guests inside them is subject to what is established by the governmental authorities; the elevator will always be requested by our service staff.

Panels, floors, and doors are sanitized every 60 minutes.

We make micro-steaming sessions every 8 hours in Public Areas, Bell Boys, Guest Service, and Concierge departments.

Cleaning and sanitization protocol

We sanitize floors, walls, curtains, rugs, armchairs, and doors with steam injection.

All products in the minibar are replaced by sanitized products at the end of each guest's stay.

The air conditioning is also sanitized.

We guarantee our guests that no one has accessed their suite after it has been sanitized.

Every person who should enter the suite for service and operational reasons carries personal protection equipment.

Cleaning and sanitization protocol

We clean the pools daily, and thoroughly again at the end of the day.

We change the lining of the sun loungers after each guest's use.

Also, the contact area in our cabanas is sanitized after the use of each guest.

Cleaning and sanitization protocol

In addition to placing the sanitizing mat at the entrance of our Kids 'and Teens' Clubs, we encourage children and teens to use our interactive cleaning measuring device, which reminds them of handwashing from time to time.

We sanitize the console controllers, TVs, pool cues and balls, air hockey pads, and games to share; they are covered with plastic film and guarded by our Activities team.

The sanitization procedure also applies to each play station after each guest's use, and any recreation items and/or objects used are placed on a separate covered tray. We notify the guests that the items used must be deposited in this special tray.

We put together individual packages for activities; this means that everything that is offered to children is covered in plastic film and/or protected, with a label that guarantees their sanitization (For example colors, dolls, jewelry, threads, etc.).

We wash and sanitize hats, wigs, and costumes after each use; these are protected in clear garment bags, labeled with the last sanitization date.

We have an air purifier installed as well.

Physical distancing protocol

Guests are notified about the maximum number of minors allowed at the same time in the clubs, according to what is established by the governmental authorities.

Cleaning and sanitization protocol

We sanitize all the equipment after each guest's use, this includes machines, doors, armrests, desks, rugs, and pens. We perform the procedure every hour and/or after each use.

Also, our gyms have an air purifier installed for proper ventilation.

We activate one machine for each guest. The distance between each machine and the maximum capacity of users at the same time is established according to the governmental authorities' directions; previous reservations are required.

Pilates and yoga classes' maximum capacity is also established according to the governmental authorities' directions, including the teacher or instructor.

Cleaning and sanitization protocol

We sanitize all surfaces in the area.

Cleaning and sanitization protocol

We sanitize the tables before and after each service.

All our staff members from the different consumption centers maintain strict hygiene and their handwashing is logged every 20 minutes.

All the crockery used is washed and sanitized with approved chemicals, and water at a temperature of 179 °F (82 °C).

Our staff members wear a face mask during each service.

The bills are delivered in check holders previously sanitized by the cashier.

 

Cleaning and sanitization protocol

We sanitize daily all the surfaces with chemical products approved by the authorities, as well as trays, dishes, equipment, shelves, racks, ice carts, utensils, and counter bottles. This is done at the start and end of every shift.

Service bars are sanitized and logged every 30 minutes.

All our staff members carry personal protection equipment.

For the bar service, the people allowed at the same time is determined according to what is established by the governmental authorities.

Guests are invited to wash their hands before entering the consumption center and to reinforce this with hand sanitizer application.

Physical menus are reduced; instead we provide a QR code so that the guests can read it in their personal devices. The available physical menus are sanitized before and after each use.

Cleaning and sanitization protocol

We sanitize all the minibar amenities in the suites before placing them.  

All of our waiters wear a face mask when performing a service.

All the meals are protected with plastic film or a food cover.

• Buffets are assisted by our staff members. Transparent protective screens are placed on the hot stations. Cold stations and desserts are presented individually, in small portions, and are served by our staff.
• Show cooking will be promoted during the events.

In the event that a group requests a buyout, the operation and setups will be adapted according to the needs of the group.

Integration activities are allowed in areas such as gardens or the beach, always taking special care to comply with distance and hygiene regulations.

Any group that wants to bring its own products to offer their participants, or receive them by delivery services, all the items should pass through the Merchandise Reception (without exception) to comply with the hygiene and safety protocols.

Our staff members are prepared to report any suspected case of COVID-19. Both staff members and guests who present symptoms are instructed to notify immediately to their line manager (in the case of our staff) or Guest Service and Security areas (in the case of our guests). Also, We have an aggressive program testing employees for Covid on a regular basis.

In case of notification alert of guests and/or staff members with COVID-19 in the property, our doctor will be informed of a medical evaluation. If the suspected case of "COVID-19" or symptoms are met, the patient is transported to the hospital; the suite will be sanitized and we will follow-up the patient's situation. We will block the suite and follow the sanitizing process.

If there is a guest with COVID-19, the suite will be out of service for 72 hours, and will NOT be opened until the suspected case has been clarified or confirmed. In the confirmed situation, this suite won't be available until an authorized external company provides the sanitization service and allows its release for operation.

These protocols may vary depending on the property. They are subject to change without prior notice according to the indications of national and international authorities.