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Ask Joanna

Welcome to the Ask Joanna section of Royal Resorts News.

ask-jo

Hello, my name is Joanna Green. I have been the Royal Resorts Communication Manager for over eight years and a Cancun resident for over 20! Instead of a newsletter owners comments and questions will be posted on the web site www.royalresortsnews.com. So if you have questions about Royal Resorts, the Mexican Caribbean and the Yucatan, please let me know and I will endeavor to answer them for you.

Rental or sale postings will not be accepted. Furthermore, please bear in mind that in some cases queries will also be answered via email and may not appear in the forum. Please use common etiquette. Be courteous to your fellow net surfers and avoid insults or offensive material: as is standard procedure on these postings, offensive posts will not be answered. That said, have fun and let me know what you think!

Comments (2693)

  • Joanna Green

    Dear Erik:
    Thank you for writing to Royal Resorts News.
    As a Royal Resorts member you can invite friends to spend the day with you. The admission fee is $100 pesos per person, per day for guests of Royal Resorts members and $150 pesos per person, per day for people visiting non-member guests. A maximum of four external guests per villa per day is permitted and there is no charge for children under the age of three. Visiting hours are from 8 a.m. to 11 p.m.
    Guests staying at The Royal Cancun, The Royal Sands or The Royal Haciendas as REFINE All-Inclusive guests should check the charge per person at the Front Desk as it is different.
    All visitors must register at the Front Desk.
    I hope that this helps.

  • Randy Lund

    I am most appreciative of your response! I received an email from the restaurant manager as you requested. If you’d be willing to send me a pdf of the menus as you offered, I’d greatly appreciate that. Thanks again!

  • Joanna Green

    Dear Robin:
    Thank you for writing to Royal Resorts News. The end date for The Royal Caribbean is in 2018. I hope that this helps.

  • Joanna Green

    Dear Sarah:
    Thank you for writing to Royal Resorts News.
    There is no charge for using the Wi-Fi. Just ask at the Front Desk for the access code in order to use it in your room.
    I hope that this helps.

  • Joanna Green

    Dear Anita:
    Thank you for writing to Royal Resorts News.
    Thomas More Travel, the in-house travel agency at Royal Resorts offers a convenient airport transfer service from Cancun Airport to The Royal Islander. Shared vans or private vans are available and the rates are as follows:
    Shared Van US$25 per person, round trip US$12.80 one way per person
    Private Van US$61 one way for the vehicle, US$134 round trip
    Thomas More Travel vans only transport Royal Resorts guests unlike other airport transfer companies which may stop at a number of hotels en route.
    I am sending you the link to the Airport Transfer information and booking form on the Royal Resorts website as you do need to book this service in advance and receive an email confirmation voucher before you travel.
    http://www.royalresorts.com/app/forms/airport_transfers.aspx
    I hope that this helps, please don’t hesitate to contact me if you have additional questions.

  • Joanna Green

    Dear Mike:
    Thank you for writing to Royal Resorts News.
    I apologize for the delay in responding to your question. I’m afraid that I missed it. Gluten-free pasta and bread is now available at The Royal Market and I can check with the Store Manager to see what the packaging says and how it is stored.
    With regard to The Royal Haciendas restaurants, the Chef can help with gluten-free options on request and staff are trained to cater to guests with food allergies. However, they would need to know when you and your family will be traveling. Can you provide the week number and I will forward it to them to let them know you are coming.
    I hope that this helps.

  • Joanna Green

    Dear Mark:
    Thank you for writing to Royal Resorts News and for making such a long trip to visit The Royal Sands and the Mexican Caribbean! I hope you have a wonderful time.
    Thomas More Travel, the in-house travel agency at Royal Resorts offers a convenient airport transfer service from Cancun Airport to The Royal Sands. Shared vans or private vans are available and the rates are as follows:
    Shared Van US$25 per person, round trip US$12.80 one way per person
    Private Van US$61 one way for the vehicle, US$134 round trip
    Thomas More Travel vans only transport Royal Resorts guests unlike other airport transfer companies which may stop at a number of hotels en route.
    I am sending you the link to the Airport Transfer information and booking form on the Royal Resorts website as you do need to book this service in advance and receive an email confirmation voucher before you travel.
    http://www.royalresorts.com/app/forms/airport_transfers.aspx
    I hope that this helps, please don’t hesitate to contact me if you have additional questions about the resorts and places to visit in the area.

  • Joanna Green

    Dear Kris:
    Thank you for writing to Royal Resorts News.
    You don’t say which resort you will be staying at so I will give you an example of the activities for children at The Royal Sands on Easter Sunday. Our other resorts will have a similar program.
    There will be an Easter Egg Hunt for children at The Royal Sands in Cancun on Easter Sunday, April 5. Here is the program of activities for the day. I recommend that you call in at the Activity Center when you arrive at the resort just to check that the program has not changed.
    10 a.m. Easter basket making
    11 a.m. Face painting
    12 noon Easter egg hunt
    1 p.m. Easter piñata party
    Assembly point for Easter Day activities: the Activity Center at 10 a.m.

    On Sundays, the Social Activities team also hosts a piñata party for children at The Royal Sands, The Royal Caribbean, The Royal Cancun and The Royal Haciendas at 3 p.m.
    Fireworks are not really a part of Easter celebrations here in the Yucatan Peninsula. As you are arriving on April 4 you will miss the traditional Good Friday processions.
    If you are thinking about renting a car, you might want to visit Puerto Morelos 20 minutes to the south of Cancun for a look at the impressive sand sculpture of the Last Supper, the work of an artist from Venezuela, who created it for Easter Week.
    I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear Eleanor:
    Thank you for writing to Royal Resorts News. Here is the response I posted to your earlier question, I am sorry that you missed it.
    Yes, there will be an Easter Egg Hunt at The Royal Sands on Easter Sunday, April 5. Here is the program of activities for the day. I recommend that you call in at the Activity Center when you arrive at the resort just to check that the program has not changed.

    10 a.m. Easter basket making
    11 a.m. Face painting
    12 noon Easter egg hunt
    1 p.m. Easter piñata party
    Assembly point for Easter Day activities: the Activity Center at 10 a.m.
    I hope that you and your grandchildren have fun.
    Please let me know if I can help with anything else.

  • Joanna Green

    Dear Onya:
    Thank you for writing to Royal Resorts News and congratulations on your upcoming 10th anniversary!
    Royal Resorts has a Special Events department which offers wedding coordination, anniversary, vow renewal, romantic dinners on the beach and more. I have forwarded your question to the Special Events Supervisor and she will contact you with information on the options and packages available and rates for a photo session.
    I hope that this helps and that you have a wonderful vacation.

  • Joanna Green

    Dear Becky:
    Thank you for writing to Royal Resorts News. I did reply to an earlier post but you have given me the information I needed in this email in order to help you further. I have forwarded your post to the Executive Chef and the Restaurant Manager at The Royal Haciendas and have asked them to contact you. The Restaurant Manager is Alfredo Luis Buenfil. I have also sent your email to the Resort Manager so that she is also aware of your son’s allergy.
    I would be happy to send you the menus as PDF files so that you can take a look at them.
    When you arrive at the restaurants please inform your waiter about the allergy.
    I hope that this helps and that you enjoy your vacation at The Royal Haciendas.

  • Joanna Green

    Dear Randy:
    Thank you for writing to Royal Resorts News.
    You can send an email to Guest Services at recepcionrh@royalresorts.com requesting that they pass it on to the Restaurant Manager and specifying the foods the person in question is allergic to. However, if you can provide your date of arrival I would be happy to forward it to the Restaurant Manager and Chef so that they know when to expect you.
    It is a good idea to remind the Restaurant Manager and your waiter when arriving at the restaurants so that they can brief kitchen staff accordingly.
    I hope that this helps.

  • Joanna Green

    Dear Robert,
    Thank you for writing to Royal Resorts News.
    As Royal Resorts members the REFINE All-Inclusive package is optional for you whether you are using your weeks or traveling to the resort via an international exchange company. I recommend that you visit http://www.royalresorts.com/packages for more information. You’ll find detailed information on the package, rules and a FAQ section.
    I hope that this helps and that you enjoy your vacation at The Royal Haciendas.

  • Joanna Green

    Dear Dennis:
    Thank you for writing to Royal Resorts News.
    By the use of the words “getaway” I imagine that you are referring to a holiday booked through an international exchange company. As a Royal Resorts Member the REFINE All-Inclusive package is always optional for you regardless of how you stay at the resort. For more information on this I recommend that you visit http://www.royalresorts.com/packages
    The only exception to the member rule is if you book an extra week at the resort through an online travel agency such as Expedia as such companies have no way of identifying you as a member.
    If you do decide to purchase the All-Inclusive package upon arrival at your resort, the member rate would apply.
    I hope that this helps.

  • Eleanor Ligeiro

    Will there be an Easter Egg Hunt at The Sands on April 4 ? if so, please tell me time and place. I did observe one going on last year at the Caribbean .

  • Kris Benson

    Hello,
    We will be arriving on April 4th – the end of Holy Week. Do you know of any fun activities going on for April 4th or Easter April 5th? I’ve read that sometimes the Holy week celebration has fireworks, smashing eggs filled with confetti, etc. Would like to experience some of the Holy week traditions.

    Thanks for any information you can provide,

    Kris

  • Mark

    Hi Joanne,

    We are party of 4 Australians coming to Mexico for our very first trip. We are booked to stay in the Royal Sands for 7 nights which we are looking forward to. Can you please tell me if the hotel has a bus that will pick us up from the airport or do we have to make our own arrangements and what is the best way to do this.

    thank you

    Mark Booth

  • Sarah

    We are staying at the Royal Sands, and using the all inclusive. Is WiFi free or is there a charge?

  • Onya Foreman

    I have my trip already booked in late august to renew my wedding vows for our 10th anniversary. I’d like to arrange a small ceremony and photos. How can I do this. I cannot seem to find any information as to what you offer. Or even packages I can look at. Thanks in advance, Onya

  • Anita Chao

    Is there a shuttle bus from Cancun airport to the Royal Islander resort?

  • dennis clark

    I am a royal member, and want to come to the Royal Sands on a getaway. Would I need to purchase the All Inclusive program? If so would it be the same price as a member ($69.00).

    Thank You

  • Mali Bickley

    Hi Joanna

    We will be visiting next week.Are very excited to be coming back to the Royal resorts.
    Can you please tell me the cost of a daily and weekly pass for the gym?
    Thank you!
    Mali

  • Randy Lund

    Hi Joanna,

    We are anxious for our upcoming stay at Royal Haciendas! Do you have a contact at the resort that we can work with regarding a food allergy? Thank you!

    Randy

  • Robert Haustein

    Hi Joanna,
    We are new owners at the The Royal Haciendas. We will be using our weeks in 2016.

    We used our resort certificates to book 2 weeks May 30 to June 13. We have now booked a getaway thru Interval for May 23 to May 30. I need to confirm that my understand with the All Inclusive is correct. I understand that the rule is that if we are owners we will not be charged with the AI no matter where we rent the weeks from.. Is this correct.?
    My wife has many food allergies and do not see the AL being a fit for her. I would be interested if I could have the service, but I understand that it has to be everyone in the villa.thank you for your help with this information, Bob

  • robin schofield

    we own a week at the Royal Caribbean- what is the end date of the timeshare period for RC?

  • Joanna Green

    Dear Bian:
    Thank you for writing to Royal Resorts News.
    Today’s exchange rates (March 6) are as follows:

    US Dollar 14.50
    Canadian Dollar 10.45
    Euro 15.85
    Please take note that the exchange rate is constantly changing. I know that it has been updated since January 10. I will check to see why the date has not been changed to reflect this.
    I hope that this helps.

  • Joanna Green

    Dear Haley:
    Thank you for writing to Royal Resorts News.
    I did send your request to the chef and as soon as I receive the recipe from him I will post it here. I imagine that it must have had a special marinade.
    I hope that this helps.

  • Becky Lund

    Hello Joanna,

    We are very excited for our upcoming trip to Royal Haciendas at the end of March! I do have a question though as it relates to our son’s diet. He has an egg allergy so we would like your recommendation as to how to handle the communication barrier when on-site. Typically, here in the states the waiter or waitress will confirm with the chef if he has an entrée he is interested in. Please let me know your thoughts and perhaps staff recommendation as to who we can work with while at the resort. Or if we could even receive a list in advance of food items that don’t have egg that would be fantastic. He can have items that are processed in a facility with egg but just cannot have food items that actually have egg in it.

    I thank you in advance for your thoughts and recommendations on this matter. Becky Lund

  • Bian Stepnuk

    Hi Joanna:

    What is the current exchange rate at the front desk of the Royal Sand for Canadian Dollars?

    The last update on the Royal Website is January 10th.

  • Mike Mazanek

    Hey Joanna –

    We have Celiac Disease in the family and need to know if the Rooyal Haciendas restaurants, Marketplace and Lapa Lapa Gourmet Express can provide gluten free foods. It has to be “guranteed” GF, and not just say it on the packaging it came in since simple government standards for labeling it GF are not a guarantee it really is (too loose a standard). The other issue about GF is that it has to be prepared and stored seperately from other food to avoid cross-contamination with food that has even a trace of wheat in it. I have already found some places in Playa del Carmen and Cancun to buy GF food to prepare, but it would be nice to be able to go out ocassionally, or to buy prepared food and know for sure we’re getting GF food – esp the rotissarie chicken at Lapa Lapa Gourmet Express

  • erik g

    Joanna. We are owners and will be coming in March on a trade. We have friends also in Cancun staying at another resort on the hotel zone. What is the policy on having guests visit us? Is there a limit on how often they can come or hours? Is there a limit on how many guests we can have at one time?

  • Haley

    This year we had a grilled bone in chicken that they where grilling down by the beach at the royal sands. The chicken was part of a lunch special, it was January 30 that we had it. We loved it and don’t think we can wait a whole year for more!! Is there anyway I could get the recipe so I can make this at home. Thank you so much!!

  • Joanna Green

    Hi Scott,
    Thank you for writing to Royal Resorts News.
    I have requested the recipes from our Chef and as soon as I receive them I will publish them here.
    I hope that this helps.

  • Joanna Green

    Hi Jacqueline,
    Thank you for writing to Royal Resorts News.
    I forwarded your request to Resort Operations for them to check when you are due to be staying with us and where. Housekeeping staff will put the foam pads on the beds for you. There is one thing that they have asked me to point out to you, the pads do make the murphy bed mattresses thicker and you will not be able to stow the beds into the wall unit with the pads in place.
    Having said that, I hope that you have a wonderful vacation. Please let me know if I can help with anything else.

  • Joanna Green

    Dear Elizabeth:
    Thank you for writing to Royal Resorts News.
    The following is a list of children’s activities currently offered at The Royal Caribbean and The Royal Islander next door.
    For children: the line up includes t-shirt painting, bracelet making, face painting, sand art, mask design, piñãta making, finger painting, balloon twisting, sand castles, pool games, water balloon war, playground games, Mexican lottery, rally, treasure hunt, X-Box and a bye-bye party on Friday afternoon. For teenagers options include family bingo, X-Box, ping-pong, beach and pool volleyball and beach soccer. Information is subject to change. Ask at The Royal Caribbean Activity Center upon arrival for the weekly program with times and locations. Craft activities have a small charge for materials.
    With regard to your second question about turtle season, female green and loggerhead turtles start nesting on area beaches in May and the eggs hatch 45 to 60 days after, meaning that the first baby turtles of the year usually make an appearance in late July or August.
    I hope that this helps.

  • Joanna Green

    Dear Jack:
    Thank you for writing to Royal Resorts News.
    You would dial the US international code, then the country code for Mexico which is 52, then 998 (Cancun code) and then 881-0100. When the operator answers, ask to be put through to The Royal Islander. You also asked another question about activities offered at the resort, you cannot pre-book them I am afraid.

    The following list will give you an idea of the activities currently on offer at The Royal Islander and The Royal Caribbean next door. For adults: Beach and pool volleyball, mini golf, beach soccer, beach games, Mexican lottery, salsa class, zumba, yoga, pilates, aqua fitness, family bingo, cards, black jack, ping pong, casino night, a visit to the Maya Museum, music and general knowledge quizzes. For children: the line up includes
    t-shirt painting, bracelet making, face painting, sand art, mask design, piñãta making, finger painting, balloon twisting, sand castles, pool games, water balloon war, playground games, Mexican lottery, rally, treasure hunt, X-Box and a bye-bye party on Friday afternoon. For teenagers options include family bingo, X-Box, ping-pong, beach and pool volleyball and beach soccer. Information is subject to change. Ask at the Activity Center upon arrival for the weekly program with times and locations. Craft activities have a small charge for materials.
    I hope that this helps.

  • Joanna Green

    Hi Sarah:
    Thank you for writing to Royal Resorts News. If you are staying at The Royal Sands then there is no charge for parking your car.
    I hope that this helps.

  • Joanna Green

    Dear Phil,
    Thank you for writing to Royal Resorts News.
    The Monday night Mexican Dinner Show and Buffet you mention is still going strong and proving very popular in its new location at Pancho & Willy’s Bar next to Captain’s Cove.
    Yes, pool and beach towels are still provided.
    I hope that this helps.

  • Joanna Green

    Dear John:
    Thank you for writing to Royal Resorts News.
    I recommend that you visit http://www.thomasmoretravel.com to see some of the tours and water sports Thomas More Travel. the travel agency offers. Rates for different tours are listed and you can book online. It is also a very good idea to call in at the tour desk in your resort to ask about new or small group tours that may not be listed on the website yet.
    I also forwarded your question to the travel agency manager and he may have already contacted you or will contact you with more details.
    If you want to go sightseeing you certainly picked the right destination! There is so much to do here in the Mexican Caribbean and the Yucatan, from beach hopping, water sports and boat trips to the islands, to a day out in one of the Riviera Maya’s famous nature and adventure parks, visiting ancient Mayan cities, 16th-century colonial towns, wildlife watching and much more.
    I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear Sharon:
    Thank you for writing to Royal Resorts News. I forwarded your question to the Signature Club Manager and she or one of her team will be in contact. I hope that this helps.

  • Jacqueline Ionescu

    Hi Joanna,
    We are having guests for few days and will be using Murphy beds . I was told that mattresses are firm. Can we get foam pads for these beds?
    Who can help us in this matter?
    Many thanks,
    Jackie Ionescu

  • Phil Schmid

    Hi Joanna,
    We are staying at The Royal Caribbean towards the end of April. We stayed at the Mayan in 2012 and enjoyed the Mexican Dinner Show and Buffet on Monday evening, at LaPalapa, at the Mayan. We were wondering if The Royal Resorts have anything similar to that anymore?

    Also, are pool/beach towels still provided?
    Thanks,
    Phil

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