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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 (2795)

  • Joanna Green

    Dear Lori:
    Thank you for writing to Royal Resorts News.
    Thomas More Travel, the travel agency at Royal Resorts offers a shared transport service to The Royal Haciendas from Monday to Thursday. The departure time is 9:30 a.m. from the Cancun resorts and at 5 p.m. from The Royal Haciendas for the return journey. The cost is $25 US per person one way or round trip.
    For more information and reservations please ask at the Thomas More Travel desk in The Royal Sands. Please note that the agency does need a minimum of six people to sign up in order for this service in order for the shuttle to depart. This does not mean that you need six people in your group, it can include other members and guests who wish to go to our Riviera Maya resort.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Joanna Green

    Dear Yvonne:
    Thank you for writing to Royal Resorts News.
    The Riviera Maya is the name given to the stretch of coastline south of Cancun. It begins just south of Puerto Morelos and ends in the district of Tulum and includes the town of Playa del Carmen, the resort communities of Puerto Aventuras, Akumal and Tulum and visitor attractions such as Xcaret,Xplor, Rio Secreto, Aktun Chen, Xel-Ha, among others. If you are staying in Cancun you can rent a car, arrange a private van trip for the day to explore the area through the travel agency in your resort or take the bus from the Downtown bus station. Buses drop passengers off in Puerto Morelos, Playa del Carmen, Akumal and Tulum. You can also take a Playa Express van to Playa del Carmen, they depart every half hour. If you want to visit a specific nature park in the Riviera Maya ask at the tour desk for details of day trips available.
    If you are staying at a hotel in the Riviera Maya, ask about taxis to Playa del Carmen.
    Playa del Carmen is the largest Riviera Maya town and I would imagine that you are referring to the shopping area there, principally Quinta Avenida or 5th Avenue.
    If you take a taxi to Costco, you would have to come to an agreement with the individual taxi driver if you want him to wait or collect you as they normally charge a one-way service. If you ask him to wait for you he will charge an additional fee for the service. Some taxi drivers will agree to wait or return but it is something you would have to discuss with the driver. If you take a taxi to Costco and your driver does not wait there are taxis circulating in the street outside the store available to take you back to your resort.
    I hope that this helps.

  • Joanna Green

    Dear Helene:
    Thank you for writing to Royal Resorts News.
    With regard to your question about the internal exchange program and your lock off unit at The Royal Haciendas, I forwarded your question for follow up. As soon as I receive additional information I will publish a response.
    I hope that this helps.

  • Helene D'Orazio

    Hello Joanna, I did an internal trade of my lock-off week 6 for a lock-off week 5 at the RH’s. I would like to know if I could upgrade this to a suite by paying a difference fee.

  • Joanna Green

    Dear Angie:
    Thank you for writing to Royal Resorts News.
    Xcaret Park is located 80 km to the south of Cancun via Highway 307 and it takes between one hour and one hour 15 minutes to drive there from The Royal Cancun depending on traffic in Cancun and Playa del Carmen.
    If you would like to spend the day at Xcaret, Thomas More Travel, the travel agency at Royal Resorts offers several day trip options, which also include the spectacular evening show (not to be missed) and transport to the park. Visit http://www.thomasmoretravel.com/app/TourDetail.aspx?4=1136 for more information or ask at the tour desk on arrival.
    I hope that this helps and that you enjoy your vacation at The Royal Cancun.

  • Joanna Green

    Dear Mr. Wheeler:
    Thank you for writing to Royal Resorts News.
    The name of the All-Inclusive program available at The Royal Haciendas and sister resorts The Royal Sands and The Royal Cancun in Cancun is the REFINE All-Inclusive package and you can find detailed information on what is and isn’t included, rates, program rules and a FAQ section at http://www.royalresorts.com/packages.
    In addition to meals and drinks at the restaurants at The Royal Haciendas, the REFINE All-Inclusive package also includes dining at The Royal Sands and The Royal Cancun (and vice versa) and at the following signature restaurants in Cancun: Captain’s Cove, Hacienda Sisal and El Conquistador (The Royal Islander). Reservations are required and transport to Cancun is not included.
    If you are a Royal Resorts member, the REFINE All-Inclusive package is optional for you and your family and if you decide to purchase it you are entitled to a special members rate of $69 US per person per day for adults; teens aged from 13 to 17 years $49 US per person per day; children aged 4 to 12 years $19 per person per day and children under the age of 3 no charge. Rates are subject to change without prior notice.
    If you are not a Royal Resorts member but are exchanging into the resort through an international exchange company, the REFINE All-Inclusive package is mandatory and you’ll find the REFINE All-Inclusive package rates for exchangers listed on http://www.royalresorts.com/packages. They vary according to the season.
    The REFINE All-Inclusive package is also mandatory for non-member renters booking through http://www.royalreservations.com or major online travel agencies and in this case the rate is factored into the daily accommodation rate and charged at market price.
    With regard to the dining surcharges you mention, certain menu items are not included in the REFINE All-Inclusive package but are available on request for a surcharge. They include connoisseur tequila or whisky, fine wines and champagne, lobster, selected prime cuts of beef, Chilean sea bass and fresh tuna, dishes prepared tableside, flambéed desserts and specialty coffees. Prime rib and lobster featured in buffets may also have a surcharge. Dishes with a surcharge for REFINE All-Inclusive diners are clearly marked on the menu with the REFINE logo.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Joanna Green

    Dear Gary:
    Thank you for writing to Royal Resorts News.
    I am sure that you are looking forward to your upcoming vacation at The Royal Haciendas. You will be able to check in on Saturday, September 12 (week 37). Check in is at 4 p.m., you may arrive at the resort before that time but there is a possibility that your villa may still be in the process of being cleaned. You may drop your bags off and head for the pool or the beach.
    I hope that this helps and that you enjoy your stay. Please let me know if there is anything I can do to assist you, for example if you would like additional information about the activities and amenities available at your resort.

  • Joanna Green

    Dear Jennifer:
    Thank you for writing to Royal Resorts News.
    The Royal Haciendas a reverse osmosis water purification system and water samples are analysed constantly to ensure that tap water meets international standards. The tap water is safe for guests to drink and to bathe your baby in. However, as an added precaution, given that your child is only 11 months old, we would recommend you using bottled water to wash her bottles, dishes and spoons.

    I hope that this helps. Please let me know if you need additional assistance in the lead up to your stay. Have you requested a high chair or crib for your villa?

  • Joanna Green

    Dear Mary:
    Thank you for writing to Royal Resorts News and for your interest in Royal Resorts.
    When I saw your question I immediately forwarded it to staff at the Royal Reservations Center for them to contact you.They may have already done so, if not, they will shortly be doing so.
    Here is the Toll Free number for the Reservations Center US/Can 1-888-963-7650 and for future reference the email you can use for reservations enquiries is ask4help@royalresorts.com
    As a travel agent, when you are on the Reservations Center website at http://www.royalreservations.com checking availability, there is a space to enter a travel agent code, this is where you would type your IATA number to receive a travel agent commission after any clients you book at the Royal Resorts in Cancun and Playa del Carmen check out.
    I hope that this helps.

  • Joanna Green

    Hi Sandy:
    Thank you for writing to Royal Resorts News.
    At present the exchange rate is fluctuating considerably. On May 20, the official exchange rate was 14.30 pesos to 1 dollar but it is changing every few days and will not be the same when you travel to The Royal Haciendas. With regard to changing dollars to Mexican pesos, one thing you need to be aware of is the limit on the number of dollars you can change for pesos (dollar notes). This is due to legislation passed by the Mexican Government to curb crime.
    Non-Mexican members and guests may change up to US$1,500 US per person during their stay or the month at the Front Desk and a copy of their passport will be requested. They may also pay up to $250 US in cash per transaction for meals and purchases at restaurants, stores, boutiques and supermarkets. A copy of the corresponding official ID must be provided. These restrictions also apply in banks and bureau de change.
    As an alternative, you can use the ATM machines at banks to make withdrawals with your credit card or debit cards with Visa and MasterCard logos or use said cards to pay your bill at check out (Royal Resorts accepts Visa, MasterCard and American Express) or for any purchases you make in the local area.
    Travelers checks in US dollars are no longer accepted at Royal Resorts.

    I had responded to your earlier questions via email and had sent you menus and a PDF screen shot of the social activities available through the Activity Center at The Royal Haciendas for adults, teens and children. I hope that you received them, if not, please let me know and I will resend them. I have included some of the information in this response and added more.
    The PDF screen shot I sent you via email lists the activities available at The Royal Haciendas that are organized by Activity Center staff such as aqua aerobics, yoga, zumba, pool and beach volleyball, Mexican lottery, bingo, craft sessions, etc. The lists are broken down into Adult activities, children’s activities and teens activities and the separate Kids Club for children between the ages of of four and 12 years. There is a charge to use the Kids Club unless you have the REFINE All-Inclusive package.
    Upon arrival at the resort, your Concierge will supply you with the activity list with locations, days and times and you can also check in in the Activity Center. I didn’t mention that there are also theme buffets during the week at La Palapa del Sol, the resort’s beachfront restaurant and entertainment such as live music, a DJ night and karaoke in La Rotonda Lobby Bar on different nights. For more details, please consult the complimentary copy of the Welcome Home Guide that you will receive when you check in.

    In addition to the activities available at the Activities Center, there is a dive center at the resort called Dive Balam that offers a variety of scuba excursions (ask at the Dive Center or the Thomas More Travel desk upon arrival for information on the dive trips available, resort diving courses and prices). Paddle boards, kayaks, snorkeling gear and bikes can also be signed out and there are tennis courts, a spa and a fitness center (there is a daily or weekly fee to use the fitness center at the resort unless you have the REFINE All-Inclusive package).

    You also mention cooking classes, if you are interested in a cooking class during your stay, please call in at the Thomas More Travel desk in the lobby and talk to the representative about trips to cooking schools in Puerto Morelos or Cancun. The Thomas More representative will be able to recommend a variety of other trips and activities in the area. The agency does offer a transport option which would enable you to visit Cancun during your stay.

    I recommend that you visit the Thomas More Travel website at http://www.thomasmoretravel.com for more trip ideas. You can check the prices of different tours and book online if you find something you are interested in.

    I hope that this helps and that you enjoy your stay. Please let me know if I can be of further assistance.

  • Lori

    We will be staying at The Royal Sands. If we’d like to spend the day at The Royal Haciendas, how do we go about arranging this? What is the cost? How long does it take to get to The Royal Haciendas? What time do we leave and return? Thank you.

  • Joanna Green

    Hi Larry:
    Thank you for writing to Royal Resorts News.
    Yes, The Royal Sands does have a turtle protection program and our turtle guardians, the resort security guards who patrol the beaches at night during the summer on the lookout for nesting turtles are eager waiting our first visitors from the sea.
    Keep checking this blog during the summer for turtle news.

  • Jennifer Pimiento

    Does the Royal Haciendas Riviera Maya have a water purification system? I have an 11month old baby and I am concerned about the safety of washing her bottles with the resort’s tap water and bathing her with tap water. Please advise. I

    Thank you,
    Jennifer

  • Mary George

    Good morning,

    I am a travel agent and I’m sending one of my clients to your resort on May 30th, I tried to look online for a travel agent website for The Royal Resorts and I can’t find one. Can you please direct me to the right place. I also would like a contact person at the resort to make a special request for my clients. Thank you!

  • Gary

    Joanna,

    I own a week 37 at the Royal Haciendas and this year will be our first time there. I will be staying in Playa Del Carmen for a few days prior, what is the earliest they will allow me to check in. Keeping in mind that the resort is Closed for Maintenance week on week 36.

  • Larry Youngmon

    We are wondering if the Royal Sands still has a turtle release program. I know the Royal Caribbean has one.

  • SANDY Goldman

    We will be at the Royal Haciendas in just a few weeks (can’t wait!). However, I was wondering about $. What is the exchange rate the Royals are currently offering when converting US dollars to pesos. Do you feel that there are better exchange rates outside of the Royals? And if so, where? I still haven’t be able to locate an accurate adult activity schedule. Mostly, I’m wondering about day trips to Cancun. Thank you, in advance, for any input that you can provide.

  • Joanna Green

    Hi Candice:
    Thank you for writing to Royal Resorts News.
    I forwarded your comment to the Discovery Privileges program coordinator and a representative will be contacting you shortly to assist you.
    I hope that this helps.

  • candice

    Hi Joanna,

    While visiting the Grand Residences and Royal Islander in March 2015 – we bought into the Royal Resorts “Discovery Privileges” points package. We were former Royal Mayan owners and miss our trips to the Royals. Today I attempted to book three different low season dates at different resorts in 2016 in and none of those were available.

    Can you provide any TIPS to use these points. Thanks candice

    I

  • Angie

    How far is it to the xcaret park from the royal cancun and do you offer a shuttle?

  • Joanna Green

    Dear Michelle:
    Thank you for writing to Royal Resorts News.
    Look out for an email from me with the menus and activity schedule at The Royal Sands.
    I hope that this helps.

  • Joanna Green

    Dear Peggy:
    Thank you for writing to Royal Resorts News.
    There are bars of soap in the bathrooms but The Royal Islander does not supply shampoo or conditioner.
    With regard to the kitchen, packets of dishwasher soap powder are supplied but not liquid detergent for washing dishes by hand. Instead of a sponge, cleaning cloths are supplied.
    The Royal Market, the resort convenience store stocks liquid detergent, shampoo and conditioner.

    i hope that this helps and that you enjoy your stay with us.

  • Joanna Green

    Hi Jackie:
    Thank you for writing to Royal Resorts News.
    I have forwarded your email to the Friends & Family program coordinator for him to follow up on and assist you, also so that he can check to see why you received an error message.
    You might also like to call the Friends & Family customer service number at 1-877-224-7807 or email customer service@royalresortsfriendsandfamily.com
    I hope that this helps. Please let us know if there is anything else we can assist you with.

    Joanna

  • Jackie Ionescu

    Hi Mr. Galindo,
    Following the message above I registered to Friends and Family Program and received an immediate confirmation for enrollment . However when I try to register my friends using email I get an error and cannot complete registration .
    Can you please help with registration?

    Many thanks,

    Jackie.

  • Joanna Green

    Dear Richard,
    Thank you for writing to Royal Resorts News.
    The Friends and Family rate is European Plan (room only), it is not All-Inclusive. The unit is the one-bedroom suite for up to four people.
    With regard to your question about whether the friends and family who are referred by Royal Resorts members and decide to book the Friends and Family vacation package would be entitled to the members All-Inclusive rate, I would like to inform you that they would not.
    As European Plan guests they would pay incidental expenses incurred during their stay such as restaurant and bar bills and other services that they use during their stay.
    If you have additional questions about the package and would like further information you might like to call 1-877-224-7807 or email customer service@royalresortsfriendsandfamily.com
    I hope that this helps. Please let me know if I can be of further assistance.

  • Michelle Minon

    Hello – we will be staying at the Royal Sands arriving May 13. Can you please email me the menus and daily resort activity schedule? Also – how much is the kids club and babysitting services? thank you.

  • Richard Grimm

    Joanna,

    I an and owner at RH and RI.

    In reference to the question posted by Barbara Lahiff about the friends and family program, what size unit do you get ? The entire villa, the suite with the master bedroom or the lock off. Also would they have the option of using all inclusive program because they are booking through an owner ? And if they want the all inclusive or have to take it do they pay the owners rate ?

    Thanks.

    Rich

  • Joanna Green

    Hi Sandy:
    Thank you for writing to Royal Resorts News.
    Look out for an email from me with the menus and daily activity schedule.
    I hope that this helps.

  • Barbara Lahiff

    Thank you Joanna for your help!

  • Joanna Green

    Dear Barbara:
    Thank you for writing to Royal Resorts News and for your interest in the Friends and Family Referral program.
    If you visit the Members Area on http://www.royalresorts.com (you need to log in with your email and PIN) you’ll see a blue Royal Resorts Friends & Family button in the far right-hand column, click on it and it will take you through the steps to register, preview the offer and refer family and friends.
    If you visit http://www.royalresortsrewards.com, the website for the Royal Resorts Rewards loyalty program you’ll find more information about the Friends & Family referral program and earning and redeeming the Royal Resorts Rewards you can earn from your referrals, terms and conditions and a FAQ section.
    I hope that this helps. Please let me know if you have further questions or need assistance and I would be happy to put you in contact with a Friends & Family program representative.

  • Joanna Green

    Dear Mrs. Grasso:
    Thank you for writing to Royal Resorts News.
    Yes, as members of your family, your daughters can purchase the All-Inclusive Plan at the US$69 member rate if they decide to do so.
    It would be a good idea to process your unit as an Owner Loan form on the Interval Servicing website using the new online Owner Loan program for your daughters. Here is the link to the website (member log in required) http://www2.intervalservicing.com

    I hope that this helps. Please let me know if there is anything else I can assist you with.

  • Yvonne Brendecke

    How do we get to Riviera Maya? I want to buy something I saw on the LocoGringo site. Is there a bus to the shopping area there? Also, if we go to Costco by taxi, does he wait or do we tell him to come back in an hour?
    Thank you for your response.
    Yvonne

  • Joanna Green

    Dear Jason:
    Thank you for writing to Royal Resorts News.
    If the Premier League games you want to watch are on ESPN then staff at Sidelines Sports Bar will be happy to put them on for you.
    It would help if you could tell me which games you are interested in watching so that staff can check ahead of time.
    Please bear in mind that if they are on Pay Per View channels then they will not be broadcast at the bar.
    I hope that this helps and that you enjoy your stay at The Royal Sands.

  • Joanna Green

    Dear Peggy:
    Thank you for writing to Royal Resorts News.
    The yoga classes are at 8 a.m. Monday to Friday and are followed by Zumba at 9 a.m. on Monday, Wednesday and Friday and Pilates on Tuesday and Thursday.
    I hope that this helps.

  • Joanna Green

    Hi Jeremy:
    Thank you for writing to Royal Resorts News.
    I suggest that you check with Thomas More Travel, the in-house travel agency at Royal Resorts. There is a Thomas More travel desk at The Royal Haciendas and if you would like to book beforehand, visit the Thomas More Travel website at http://www.thomasmoretravel.com. Thomas More offers several Xcaret trip options which include transport and if you decide that you would rather rent a car or a taxi from the resort, you can also purchase the admission tickets at the desk and make your own way to the park.
    I hope that this helps and that you enjoy your vacation at The Royal Haciendas, and your visit to Xcaret.

  • Joanna Green

    Dear Tim:
    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 Royal Resorts. 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
    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 hope that this helps, please don’t hesitate to contact me if you have additional questions.

  • Joanna Green

    Dear Barbara:
    Thank you for writing to Royal Resorts News and for your affection for your Royal Haciendas home away from home.
    I forwarded your comment to the Resort Manager yesterday and asked her to contact you, she may have already done so. You may also use this email to contact The Royal Haciendas: recepcionrh@royalresorts.com
    I hope that this helps.

  • Joanna Green

    Dear Mrs. Bennett:
    Thank you for writing to Royal Resorts News and for sharing your concerns with us. We know that many of our members have forged friendships with staff over the years and we would like to set your mind at rest by telling you that there are absolutely no restrictions on employees having their picture taken with members, greeting them or even sharing a hug.
    As good hosts we are there to look after you and make you feel at home, while at the same time giving all members and guests professional, courteous and respectful service.
    If bar or restaurant staff are very busy at the time that the photo is requested they may not be able to stop immediately to chat and have their picture taken but will be able to do later when they have taken care of pending food and drink orders.
    Company regulations prohibit staff from using their own mobile phones, cameras, iPods or tablets during work hours and therefore they are unable to take their own pictures of members and guests. However, if a member or guest requests a photo with an employee or asks him/her to take pictures of the family with their own camera, they may certainly do so. Any photos must always be taken with the consent of the member or guest.
    We hope that this helps and has answered your question. We look forward to welcoming you back to your home away from home every year and of course you may give staff who have become friends over time a hug.

  • Barbara Lahiff

    Hi Joanna,
    I have a question about the Friends and Family Referral program. I was told to request this information on the Royal Resorts website. We returned from the Royal Sands this past Saturday and we were given information that we can refer family or friends to come to Cancun for one week for $550.00. It is by invitation only, How do I invite family and friends? I understand it is only for The Royal Haciendas and The Royal Cancun resorts.
    Thank you,
    Barbara

  • Kathleen Bennett

    Is it true that the staff has been told they cannot take pictures, hug or be friendly with owners?
    Many of us are very concerned with the direction Royal Resorts seems to be going as a whole.
    One of the reasons we return year after year is the wonderful friendships we have with the staff!
    This is a very serious matter and I would appreciate a quick reply.
    Thank you
    Kathleen Bennett
    Weeks 48 and 49 ~ RC

  • Charles Wheeler

    We are considering visiting the Royal Haciendas with our children. We are confused about the all-inclusive VS Refine All-inclusive? What is the difference and what price am I getting through the Royal website? We are also concerned about reviews we have read regarding surcharges or up charges for dinning. Thanks

  • Joanna Green

    Dear Mr. Stepnuk:
    Thank you for writing to Royal Resorts News.
    I had forwarded your email to Interval Servicing, the membership services company for them to verify your wife’s email in the system and it has been updated to appear as primary or co-owner. Although it was in the system, apparently it was not flagged as a primary email for correspondence and emails are sent to the primary email on record. This has been changed and your wife should now receive emails from Royal Resorts as you do. We apologize for any inconvenience that this may have caused. I imagine that you have already received notification of the update from Interval Servicing.
    With regard to printed invitations, your request has also been forwarded to the Sales & Marketing department for future reference.
    I hope that this helps.

  • Jason Greenwood

    Joanna,

    I will be staying at the Royal Sands from the 1st to the 11th of May. I am a Soccer fan and there are two matches both at 11:30am on Saturday the 2nd and 9th that I would like to watch. Will one of the bars at the Royal Sands be showing English Premier League games?

    Regards,
    Jason

  • Barbara Freeman

    I am an owner at Royal Haciendas and love the property. I would like to give some constructive feedback to the senior management of Royal Resorts which I think will help them improve their great product. What email address should I use to be sure that they will receive my comments?

  • Joanna Green

    Dear Nola:
    Thank you for writing to Royal Resorts News.
    I recommend that you visit http://www.royalresorts.com/packages where you will find information about the REFINE All-Inclusive packages, what is included, the package rules, rates and a useful FAQ section.
    The REFINE All-Inclusive package is optional for Royal Resorts members and if they decide to purchase it they can do so upon arrival at the resort and for a minimum of four days. If you do decide to purchase it, however, all the occupants of the villa must do so.
    With regard to tours and activities, browse through the Thomas More Travel website at http://www.thomasmoretravel.com, you’ll be able to check the prices for the different tours and work out a vacation budget. You mention that your grandchildren are coming with you, perhaps they might enjoy visits to Xcaret Park and Xel-Ha or a snorkeling trip. There are plenty of fun things for them to do in the area.
    It is also a good idea to call in at the tour desk upon arrival at your resort as seasonal specials or combos may be available and staff will also be able to give you details of new tours and activities not yet listed on the website. If you are thinking about exploring off the beaten track they can also help you arrange a private trip with a van, driver and guide.
    If you ever need assistance with the Signature Club or additional information from a Signature Club specialist, I would be happy to forward your queries to them so that they can help you enjoy your benefits to the full.
    I hope that this helps and that you and your family enjoy your vacation.

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