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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 (2889)

  • Joanna Green

    Dear Rasha:
    Thank you for writing to Royal Resorts News.
    I checked with the Guest Services Manager at The Royal Sands and given the ages of your children, a baby and a toddler, and your concerns about leaving them for a day he recommends that you contact Cancun Nanny Services, a local company offering bilingual nannies. Here is the website http://www.cancunnannyservice.com and the email is nanny@cancunnannyservice.com, Telephone: + 52 (998)-889 9609.
    I hope that this helps and that you enjoy your stay with tis. Please let me know if there is anything else I can assist you with.

  • Rasha

    Hi Joanna,
    I am going to visit The Royal Sands & Spa in Cancun soon and I am very worried about not finding a safe babysitting and child care for my toddler and baby to enjoy just one day kids free doing a water activity.
    I would’t even think about it if i am not 100% sure that babysitting is safe and under the resort supervision or offered by a well known and trusted child care specialist.
    Any advise from you in regards to that?

  • Joanna Green

    Dear Sam:
    Thank you for writing to Royal Resorts News and for telling us how much you enjoyed your stay at The Royal Sands.
    I am sorry that you have not received the email with the link to the online survey. I have forwarded your email to the IT department for them to follow up on. I am sure that you will receive it soon. If you do not, please don’t hesitate to contact me again.
    I hope that this helps.

  • Sam Villavicencio

    Hi Joanna, My wife and I recently returned from a wonderful week at The Sands. I wanted to submit an online survey, but never received the link or email. I checked my spam folder and nothing was received. Can you send me the link so I can send this in?
    Thank you,
    Sam Villavicencio

  • Joanna Green

    Hi Lynne:
    Thank you for writing to Royal Resorts News.
    You receive Royal Resorts Rewards through the Friends and Family program when the friends you refer reserve and pay for the special Friends and Family package. If one of your referrals were to join Royal Resorts after their stay, the number of Royal Resorts Rewards you would receive would be greater. Visit http://www.royalresortsrewards.com for more information, the program terms and conditions and a FAQ section.
    I hope that this helps, please let me know if I can assist you with anything else.

  • John Lynne Hemenway

    Hi Joanna — At what point do members receive point rewards after submitting e-mail info for the special $550 suite special “Friends & Family”? Is it after your friends stay the week or is it at time they reserve the week & pay for it? Thank you, John Lynne Hemenway

  • Joanna Green

    Hi Lynne:
    Thank you for writing to Royal Resorts News.
    Nice to hear from you! In response to your question, yes the Sol Grill is open on Saturday evening for a poolside cookout with live music. The fun starts at 6 p.m. This event is weather permitting.
    I hope that this helps, please let me know if I can help you with anything else in the lead up to your stay. See you soon.

  • Joanna Green

    Dear Dela:
    Thank you for writing to Royal Resorts News.
    You may still use US dollars in Mexico, however there are limits on how many dollar bills you can change during your stay. As part of its ongoing crackdown on organized crime and money laundering, the Mexican government passed a law in 2010 limiting the number of dollars that visitors may change during their stay and which applies to hotels and other travel companies, banks and bureau de change.

    A more recent change is that traveler’s checks in US dollars are no longer accepted by Mexican banks and bureau de change and therefore by hotels and resorts, this is due to banking reforms in the United States that affect banks in Mexico and many other countries.

    Here is the information as published at Royal Resorts:
    • Mexican members and guests may change up to $300 US Dollars per day, per person during their stay or the month. The maximum amount they are permitted to change during their stay or the month is $1,500 US Dollars. A copy of their passport or credential to vote (IFE) must be provided.
    • Non-Mexican members and guests may change up to $1,500 US Dollars per person. The maximum amount you are permitted to change during your stay or the month is US$1,500. A copy of your passport must be provided.
    • You may only change dollars at the resort you are staying at, not at any of the other Royal Resorts you may visit for the day.
    • In addition, any Member or guest can pay up to $250 US Dollars in cash per transaction for meals and purchases at restaurants, stores, boutiques, supermarkets, etc. A copy of the corresponding official ID must be provided*.
    • Traveler’s checks in US dollars are no longer accepted.
    • At Royal Resorts you may use Visa, MasterCard and American Express credit cards, debit cards with the Visa or MasterCard logo, Mexican pesos or US dollars to pay your Club Bill on Friday in preparation for Saturday check out.
    There are ATMS at all the Royal Resorts and you may use your debit and credit cards to withdraw money from the ATMS at local banks. Visa, MasterCard and American Express are widely accepted.

    I hope that this helps answer your questions.

  • Joanna Green

    Dear Randy:
    Thank you for writing to Royal Resorts News.
    I forwarded your question to Interval Servicing Co. (ISCO), the Fort Lauderdale-based company that handles membership services for Royal Resorts. A representative will contact you to assist you. If you would like to contact ISCO yourself, the details are as follows: Toll Free USA/Canada 1-800-930-5050
    Elsewhere (954) 485-5400; Fax Number (954) 730-9647
    http://www.IntervalServicing.com
    I hope that this helps.

  • Lynne Hemenway

    Hi Joanna – We have heard that on Saturday evenings the Haciendas Del Sol (phase 1 pool restaurant is open for arriving guests. Is this correct? Looking forward in seeing you weeks 37-42. Lynne

  • Joanna Green

    Dear Rich:
    Thank you for writing to Royal Resorts News.
    I replied to your earlier post. I hope that you have seen it.

  • Joanna Green

    Dear Leann:
    Thank you for writing to Royal Resorts News.
    I hope that you enjoyed your vacation with your grandchildren and here is the recipe that you requested for the non-alcoholic Bushwacker:

    1 oz coconut cream
    1 oz carnation milk
    1/4 oz dark chocolate

    Blend and serve

    To make the alcoholic version of the Bushwacker add 3/4 oz of white rum and 3/4 oz coffee liqueur to the above.
    I hope that this helps.

  • Joanna Green

    Dear Rich:
    Thank you for writing to Royal Resorts News.

    The current rates for play at Grand Coral golf course are as follows:
    7 a.m. to 10:50 a.m. US$95
    11 a.m. to 12:50 p.m. US$80
    Twilight rate: 1 p.m. – 3:30 p.m. US$65
    Rates are valid until October 31, 2015.
    The green fee includes water, golf cart, tees and transport for guests staying at The Royal Haciendas. For players staying at resorts in Cancun, transportation is included for two or more adult players staying at the same resort.
    Grand Coral charges a golf club rental fee of US$35.
    You can also rent TaylorMade golf clubs from The Royal Market at The Royal Haciendas, The Royal Sands or The Royal Caribbean at the daily rate of $490 pesos.
    Please bear in mind that information is subject to change.
    If you would like to make reservations for a round of golf during your stay at Royal Resorts please ask your Concierge or call ext. 165.

    I hope that this helps.

  • Joanna Green

    Dear Charles-Antoine:
    Thank you for writing to Royal Resorts News.
    In response to your question, seaweed is still washing ashore in Cancun and the Riviera Maya but the amount is variable and this week local officials said that the amount has declined in the last couple of weeks. A statewide beach cleaning campaign is underway and brigades of workers are removing patches of seaweed from area beaches.
    It is important to note that the seaweed coming ashore has traveled thousands of kilometers through the Caribbean on ocean currents and its presence does not mean that our beaches are dirty or polluted. The seaweed is harmless and it is safe to swim in the sea.
    We hope that you do not let your travel plans be affected by the seaweed, you can still enjoy the beautiful beaches of the Mexican Caribbean and remember that this is a destination that also offers endless unforgettable travel experiences beyond the beach. Go snorkeling or diving on area reefs or swim in the crystal-clear waters of a cenote or sinkhole in the jungle. Play a round of golf, try your hand at ziplining or set sail to the islands of Isla Mujeres, Cozumel, Contoy and Holbox. Spend the day at the famous nature and adventure parks in the Riviera Maya or go in search of rare wildlife in the biosphere reserves of Sian Ka’an or Rio Lagartos. Visit the area’s famous archaeological sites such as Tulum, Chichen Itza, Uxmal (both World Heritage Sites), Coba and Ek Balam, historic colonial cities of Merida, Valladolid and Izamal and Mayan villages rich in traditions.
    Unusual amounts of seaweed are being reported throughout the Caribbean and the Gulf of Mexico and scientists are now monitoring its movement through the region, sharing data and studying possible source areas, causes and solutions.
    I hope that this helps and that you enjoy your vacation.

  • Richard Grimm

    We own weeks 46 and 47 at Royal Haciendas.

    I have pasted below a post you made in 2013 on golf rates at the Grand Royal golf course by Royal Haciendas. Are these the current rates ? Does it include clubs. If not does Royal Haciendas or the Grand Coral have clubs to loan or rent and how much would they cost ?

    The current discounted green fees for Members at the Nick Price-designed Grand Coral course are as follows: Low season $90 US (valid until Oct. 31, 2013), High season rate $124 US (valid from Nov 1 to April 2014). Monday Golf Tournament $90 US. Twilight green fee $60 US after 1 p.m. Green fees include golf cart, game accessories, use of the club house facilities and transport for reservations of two or more adult players staying at the same resort (subject to availability). T

    Thanks, Rich Grimm

  • Joanna Green

    Dear Michelle:
    Thank you for writing to Royal Resorts News.
    If you plan your visit at the beginning of October you may well be in luck and see one of the turtle releases at The Royal Sands or The Royal Caribbean in Cancun.
    Turtle eggs take between 45 to 60 days to hatch so that means that eggs laid in August and early September will be hatching in October.
    Upon arrival at your resort I recommend that you let the Activity team, Concierge and Guest Services Manager know that you are interested in seeing the baby turtles being released so that they can inform you if and when a release is due to take place. When the eggs in a nest hatch, the baby turtles are carefully transported to the beach in the evening at 8 p.m. when it is dark and predatory seabirds have gone to roost and set free to race down the sand towards the waves.
    I hope that this helps.

  • Randy Hutton

    Hi Joanna,

    We’re owners of one week every other year (week 16) at the Royal Sands, and we’re wondering about the best way to sell. Can you tell me about your experiences with owner sales and point me toward the most expeditious manner in which to accomplish this?

    Thanks!
    Randy

  • Richard Grimm

    Joanna,

    We own weeks 46 and 47 at Royal Haciendas.

    I have pasted below a post you made in 2013 on golf rates at the Grand Royal golf course by Royal Haciendas. Are these the current rates ? Does it include clubs. If not does Royal Haciendas or the Grand Coral have clubs to loan or rent and how much would they cost ?

    The current discounted green fees for Members at the Nick Price-designed Grand Coral course are as follows: Low season $90 US (valid until Oct. 31, 2013), High season rate $124 US (valid from Nov 1 to April 2014). Monday Golf Tournament $90 US. Twilight green fee $60 US after 1 p.m. Green fees include golf cart, game accessories, use of the club house facilities and transport for reservations of two or more adult players staying at the same resort (subject to availability). T

    Thanks, Rich Grimm

  • Dela Miller

    My husband and I are owners and would like to know if the Mexican government passed a law that they no longer accept US currency.

    I saw it on a website for the Riu. Is this true?

    Thank you

    Dela Miller

  • kenya currie-parker

    Hi Joanna,
    I will be staying at The Royal Carribean Aug 29-Sept 5, 2015. I have reservations for a 2 bedroom villa. My question is, my room is gonna be occupied by 2 separate households… is it possible that the deposit can be split among 2 credit cards? Also, how much is the security deposit?

    Thank You

  • Joanna Green

    Dear Caitlin:
    Thank you for writing to Royal Resorts News.
    Congratulations on your upcoming wedding anniversary.
    Thank you for sending me the information needed to track your reservation at The Royal Haciendas. Housekeeping will follow up on your request.
    I hope that you have a wonderful vacation at our Riviera Maya resort.

  • Joanna Green

    Dear Jeff:
    Thank you for writing to Royal Resorts News.
    I forwarded your query to the Sales & Marketing department and a representative will be contacting you to assist you, if this hasn’t already happened.
    I hope that this helps.

  • Michelle

    Hi Joanna,
    I am interested in seeing turtles hatch, can you tell me if this is possible and what the best timing would be for my visit. Is beginning of October too late?
    Thanks,
    Michelle

  • Joanna Green

    Dear Rich:
    Thank you for writing to Royal Resorts News.
    Your friends may use debit cards to pay the bill for dining, tours, spa services and other vacation expenses at the end of their Royal Resorts stay but the said cards must have either a Visa or MasterCard logo and be open for international use.
    Other forms of payment accepted are Visa, MasterCard and American Express credit cards, Mexican pesos, US dollars and traveler’s checks in Euros, Canadian dollars and British pounds. Due to changes in banking legislation in the United States that affects Mexico, Royal Resorts no longer accepts traveler’s checks in US dollars.
    I hope that this helps and that your friends enjoy their vacation.

  • Jeff Henning

    Hi Joanna,

    We’re owners of two weeks (15 & 16) at the Royal Islander, and we’re wondering about the best way to sell. Can you tell me about your experiences with owner sales and point me toward the most expeditious manner in which to accomplish this?

    Thanks!
    Jeff

  • Rich Boyden

    Hi Joanna,
    My friends want to use a debit card to pay their weeks food & beverage bill. Will the Royal Resorts except that?

    Rich

  • Charles-Antoine Guillemette

    Hello Joanna!

    Could you please inform me about the “algae situation” around Cancun? We are trying to see if we need to make last minute changes to our plans. Thank you

  • Leann Warner

    How can I get the receipe for a non-alcoholic bushwacker? Just spent last week there with our two grandchildren who absolutely loved these. One of the waiter said it was with pina colada mix, but we don’t have the portions. Any help would be greatly appreciated.

    As former members of the Royal Mayan, these drinks have gone from our children to the grandchildren.

    Thank you. Leann Warner

  • Caitlin

    Hi Joanna,
    My husband and I are coming to the Royal Haciendas this month for our first wedding anniversary and have a room with two double beds. I was told by a customer service agent that I could pre-arrange with management & housekeeping staff to have the beds pushed together and made as one large bed, but I can’t seem to figure out who exactly I should contact.
    Can you help?

  • Heather

    Hi
    We will be at the Royal Sands on Sept. 5-12. Can you tell me the activities for this week and what will be served on the buffets?
    Thanks!

  • Vanessa

    Hi Joanna,
    My son (9) and I have been invited to stay with a friend in her villa at the Royal Haciendas at the end of this month. She’s suggesting that I bypass the all Inclusive and just purchase some meals a la carte and pick up some groceries for things such as breakfast and snacks, etc. I was hoping may be you would be able to give me some insight as to how costly meals are at the resort. I concerned that I may end up spending more money a la carte. And the idea of grocery shopping while on vacation is also not very appealing. So, Royal Haciendas a la carte vs. all inclusive? Thank you in advance for your help.
    Vanessa

  • Joanna Green

    Dear Mr. & Mrs. Duncan:
    Thank you for writing to Royal Resorts News.
    I have forwarded your request on the Yucatan Herbal products to colleagues in the Purchasing department and Gift Shop and as soon as I have the information I will post it here.
    I hope that this helps.

  • Doug & Lisa Duncan

    We are members owning at The Sands during the 25th week- villa J159. We are Doug and Elisa Duncan. We enjoy every minute of our week and would not miss it for anything. I love the YUCATAN HERBAL body wash and shampoo we receive. I would like to purchase the product for use and am hoping you can help me get that accomplished. Any help would be very much appreciated. Thank you so much for your time and consideration.

    Doug & Lisa Duncan

    eddllc@yahoo.com

  • Joanna Green

    Dear R E O’Brien:
    Thank you for writing to Royal Resorts News.
    I have forwarded your email to the membership services company Interval Servicing for follow up and a representative will be contacting you. I noticed that you had included your details and week, it is possible that you will be receiving your bill soon.
    I hope that this helps.

  • Joanna Green

    Dear Linda:
    Thank you for writing to Royal Resorts News. Here is the link to the Thomas More airport transfer service on the Royal Resorts website: http://www.royalresorts.com/app/forms/airport_transfers.aspx

    If you want to visit the Thomas More website, here is the link to the same transfer service. http://www.thomasmoretravel.com/app/TransportationList.aspx

    I hope that this helps and that you enjoy your vacation. Please let me know if there is anything else I can help you with in the lead up to your vacation.

  • Joanna Green

    Dear DShannon:
    Thank you for writing to Royal Resorts News. The credit cards accepted for payment at The Royal Caribbean are Visa, MasterCard and American Express. I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear w hahnenberger:
    Thank you for writing to Royal Resorts News.
    The menus for three of our restaurants are currently available online, they are Los Murales at The Royal Haciendas in Playa del Carmen, Hacienda Sisal next to The Royal Sands in Cancun and Captain’s Cove, also in Cancun opposite the Cancun Maya Museum. Here are the links to the websites where you can browse the menus and photo galleries of the dishes.
    Los Murales http://www.losmurales.com
    Hacienda Sisal http://haciendasisal.com
    Captain’s Cove http://captainscoverestaurant.com

    Additionally, if you let me know which resort you will be staying at, I would be happy to send you the menus in pdf.
    I hope that this helps.

  • Joanna Green

    Dear Sonnalyn,
    Thank you for writing to Royal Resorts News. I am sorry that you had to cancel your vacation last year due to illness but I am sure that you will have a wonderful time at The Royal Haciendas this Thanksgiving.
    As you are members at The Royal Cancun, the REFINE All-Inclusive package is also optional for you at The Royal Haciendas. If you do decide to purchase it, you may do so on arrival at the resort for a minimum of four consecutive days during your stay.
    The discounted rates for Royal Resorts Members are as follows:
    Adults 18 years or older = $69 USD per person per day
    Kids 13 – 17 years old = $49 USD per person per day
    Kids 4 – 12 years old = $19 USD per person per day
    Kids 0 – 3 years old = No Charge
    Rates are per person, per day and are in US dollars.

    What’s Included
    Food and Beverages (All restaurants and bars at The Royal Haciendas, The Royal Sands and The Royal Cancun, as well as Los Murales®* at The Royal Haciendas, Hacienda Sisal®* at The Royal Sands, Captain’s Cove®*, Pancho’s & Willy’s Bar* and El Conquistador* in Cancun)* See restrictions below.
    ⁃ Buffet breakfast
    ⁃ Buffet or a la carte menu for lunch
    ⁃ A la carte menu or buffet for dinner*
    ⁃ Deli snack service and Coffee in La Rotonda at The Royal Haciendas and La Veranda at The Royal Sands
    ⁃ Draft beers, cocktails, house wine, liquors and liqueurs and non-alcoholic drinks such as water, sodas and fruit juice
    ⁃ Beach and pool food and drink service.
    ⁃ 24-hour Room Service (limited menu from 11 p.m. to 7 a.m.)
    ⁃ Pizza
    ⁃ Mini bar stocked with non-alcoholic beverages and beer
    ⁃ Stocked coffee machine
    Toiletries
    Bathrobes
    Supervised Kids Club: ages 4 – 12 from 9 a.m. to 6 p.m.
    Wi-Fi in public areas of the resorts
    Sports, Activities and Entertainment
    Fitness Center
    Daily maid service (including Sundays and official Mexican holidays)
    Turndown service
    Valet Parking at The Royal Haciendas, The Royal Sands and The Royal Cancun
    Tips
    Access to the all-inclusive services and amenities at The Royal Sands and The Royal Cancun (transportation not included)
    * Some premium drinks and dishes such as lobster or selected prime cuts of beef or fish are not included but are available for a surcharge. Reservations are required for Los Murales, Hacienda Sisal, Captain’s Cove and El Conquistador. Transport is not included from The Royal Haciendas for dining at the Cancun restaurants or resorts.

    For more information on the REFINE All-Inclusive package, what is and is not included and the program rules, I recommend that you visit http://www.royalresorts.com/packages
    Please let me know if there is anything else I can help you with in the lead up to your stay.

  • Joanna Green

    Dear Elizabeth,
    Thank you for writing to Royal Resorts News. I hope that you and your family enjoyed your recent vacation. I am sorry that you still haven’t received the email with the link to the questionnaire. I forwarded your comment to IT for them to investigate and follow up on.
    You should receive an email from feedback@royalresorts.com and we recommend that you add it to your address book, otherwise it may go to your junk mail folder.
    Please let me know if there is anything else I can help you with.

  • LINDA CUMMINGS

    Please help me with the link to Thomas Moore for our airport reservations! Thanks! See you ion about two weeks!

  • DShannon

    I will be traveling to Cancun in November 2015, I would like information on the credit cards accepted for payment at The Royal Caribbean Resort? Appreciate any and all information you can pass along!

  • R. E. O'Brien RC C-1109 WK-42

    I did not receive my 2015 maintenance fee billing yet, Are they out by now (07-21) I so how can I obtain it?

  • Elizabeth Eason

    We were at the RH week 23 and RS week 24. AS of today I still have not received the comment questionnaire. My son who is 20 received one but I would like to have one as I have some comments to make this year.
    Thank you.

  • Joanna Green

    Dear Janice:
    Thank you for writing to Royal Resorts News and for your interest in the Friends and Family program. We appreciate that you reported this. I sent your email to Friends & Family Customer Services for them to investigate and a representative will be contacting you if this hasn’t happened already.
    Please let me know if I can assist you with anything else.

  • w hahnenberger

    are menus for the royal resorts available online?

  • Sonnalynn

    Hi Joanna-

    We are presently owners at the Royal Cancun during Christmas but last year I became ill and we could not make it for our week. To make it up, we decided to rescheduled at the Royal Hacienda resort for Thanksgiving just to see if we like it there. My question is about the all inclusive packages. We currently do not have this option on our normal condo, but because we are going to a different location – would we be required to purchase this because we are not normal residents or will our current program allow us to pass this by? Also, if we did decide to do the all inclusive package while we are there, how much would this cost? What does it include? Can an all inclusive be added to our normal stay in the future?

    Thank you for your advice. Can’t wait to drink margaritas for Thanksgiving on the beach! My kind of holiday!

  • Janice Volkenant

    I have tried to call Friends and Family 877-224-7807 four times this afternoon. Every time I get a recording about the hours and then it hangs up.
    I tried to sign up some friends but that page comes up ‘error’ resend. I do but all I get is error again. I tried Live Chat on my IPad and that won’t go through either.

  • Joanna Green

    Dear Horacio:
    Thank you for writing to Royal Resorts News.
    I forwarded your email to the Royal Resorts Caribbean division and a representative will be contacting you to answer your questions.
    I hope that this helps.

  • Joanna Green

    Dear Sharon:
    Thank you for writing to Royal Resorts News.
    Week 13 starts on April 2 in 2016. The Royal Resorts Interval Calendar is published on http://www.royalresorts.com and is downloadable. Here is the link for future reference: http://www.royalresorts.com/interval-calendar.asp
    You can also find the calendar in the Members Area on http://www.royalresorts.com (Member log in required).
    I hope that this helps. Please let me know if you have additional questions.

  • Joanna Green

    Dear Melissa:
    Thank you for writing to Royal Resorts News. I have requested the Paco’s Tacos tortilla soup recipe and as soon as I receive it I will publish it here.

    I hope that this helps.

  • Joanna Green

    Dear Richard:
    Thank you for writing to Royal Resorts News.
    The Mexican Night at The Royal Mayan is now staged at Pancho & Willy’s Bar next to Captain’s Cove Restaurant (opposite the Cancun Maya Museum, the former Royal Mayan and The Royal Caribbean) every Monday from 5 p.m. and features the buffet and the Mexican folk dance show.
    With regard to your second question about your guest, it would be a good idea to provide him with a letter and you can also email the Front Desk at your resort to inform staff that he will be arriving before you do. You don’t say which resort you will be staying at so here are the emails for all our resorts:

    The Royal Caribbean
    recepcionrc@royalresorts.com
    The Royal Islander
    recepcionri@royalresorts.com
    The Royal Sands
    recepcionrs@royalresorts.com
    The Royal Cancun®
    recepcioncic@royalresorts.com
    The Royal Haciendas
    recepcionrh@royalresorts.com

    I hope that this helps and that you enjoy your vacation. Please let me know if there is anything else I can assist you with before you travel.

  • Richard Pontone

    Hello, I have a couple of questions
    1. The Royal Mayan’s La Palapa had a Mexican dinner buffet with all the margaritas you could drink with a Mexican dancing group. With the Mayan gone, is this being continued at another Royal Resort?
    2. My partner’s brother will be coming on Saturday at a different and earlier time than when we arrive. .Does he need a letter from me, the time share owner to get into the villa?

  • horacio sardena

    Hi Joanna
    I m a member OF royal seaacquarium resort from 1995 a whole villa e 113 AND 40000 points
    This year Y should want ti go to Saint martin or playa del Carmen instado OF curadas
    How can i do. We ll be onky tao adults AND it cou,d be 7 days from sept 20 up to oct 12,any week
    Which hits better for me use the week or points???
    Thankyou for tour response
    Beat regards

  • Sharon Doms

    What are the dates for week 13 in 2016?

  • Melissa U

    Hi Joanna,
    Would it be possible to get the recipe for the Tortilla Soup that is served at Pacos Tacos? This is a favorite and would love to make it back home. Thanks!

  • Joanna Green

    Hi Sharon:
    Thank you for writing to Royal Resorts News.
    The week 10 dates for 2016 are March 12 (check in) to March 19 (check out). For future reference you can find the Royal Resorts interval calendar on the Royal Resorts website at http://www.royalresorts.com/interval-calendar.asp and in the Members Area of the website (member log in required).
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Sharon

    What are the dates for week 10 in 2016?

  • Joanna Green

    Dear Brook:
    Thank you for writing to Royal Resorts News.
    I followed up on your request with the Housekeeping department and the pillows are purchased here in Cancun from a company called ProEpta. The brand is Conformance Supreme and they are manufactured in the United States by a company called Restful Nights/National Sleep Products.
    I hope that this helps and that you are able to obtain some for your home.

  • Joanna Green

    Dear Vanessa:
    Thank you for writing to Royal Resorts News.
    In response to your question, yes, in addition to the a la carte menu there are theme nights at The Royal Haciendas with a special buffet. The current line up is as follows:
    Saturday Mexican Night with live mariachi music
    Sunday Caribbean Night
    Monday BBQ Night
    Tuesday Oriental Night
    Wednesday Italian Night
    Thursday Tex-Mex Night with Prime Rib special
    Friday Mediterranean Night

    There is also a Saturday Night cook out at the Sol Grill and entertainment during the week at La Rotonda Bar. The line up at La Rotonda includes live music on Sunday, Tuesday and Friday, karaoke on Monday and Thursday and a DJ night on Wednesday.
    The schedule is subject to change without prior notice so it is always a good idea to check with your Concierge and in the Welcome Home Guide you receive when you check in.
    I hope that this helps.

  • Brook Kailey

    We were recently staying at the Royal Cancun and slept wonderfully well. How do we go about finding out the brand of the pillows that housekeeping uses so we can get our hands on them more than just when we visit Cancun?

  • Vanessa Vazquez

    Greetings Joanna!

    Just wanted to ask if there is still Theme nights at the Palapa restaraunt at the Royal Haciendas?

    Thank you!
    Vanessa

  • Joanna Green

    Dear Chandra:
    Thank you for writing to Royal Resorts News.
    With regard to your question, the only resort that offers a discount for early payment of the annual Club Service Fee is The Royal Sands, The Royal Haciendas does not offer this option.
    The member website will show “Paid in full” if not you haven’t been billed for the Club Service Fee for that particular year.
    For your week at The Royal Haciendas, Interval Servicing will bill you approximately 120 days prior to occupancy (approximately June 29) and the due date is 90 days prior to occupancy.
    I forwarded your questions to Interval Servicing and a representative will be happy to answer any questions or concerns that you may have, go over your account with you and the Club Service Fee that you will be charged for 2015. The contact numbers are as follows: US/Canada 1-800-930-5050, Mexico 01-800-099-0486, All Other Countries 954-485-5400. http://www.IntervalServicing.com
    I hope that this helps.

  • Joanna Green

    Dear Mr. Graeber,
    Thank you for writing to Royal Resorts News.
    I replied to your question in detail via email. I hope that you received it.
    In the last few months a number of members like yourself have reported receiving emails with the same subject line. Royal Resorts sent out two emails to members at the beginning of May about the need to be careful when sharing personal information on the Internet and in forums and when being approached by companies or individuals offering timeshare services via email or the phone.
    I hope that this helps.

  • Joanna Green

    Dear Yelena:
    Thank you for writing to Royal Resorts News.
    I responded to your full question in detail via email. I hope that you received it. The information that you were asking about was not correct.

  • Chandra Sipes

    Joanna,

    I have a question regarding paying our club service fees. I have seen that they are “due” before your week for usage arrives for occupancy. I also noticed in some of the RR publications in our unit last month that there were savings offered at some of the properties for early payment. We own at the Royal Haciendas. I did not see any savings listed for early payment of csf for this resort. Do you know what the facts are with regard to early vs. on time payment at R.H. or who we can contact for this information. Presently our October week shows paid in full. How early does interval servicing post a bill for payment on the members site? Thanks for the favor of a reply.

  • Mike Yost

    We live in south Tx and go across the border at Progresso. We have saved $$$ having dental work done. The dentists on the border get their training in US. It may pay to fly to Mcallen and get your teeth fixed.

  • Joanna Green

    Dear Emily:
    Thank you for writing to Royal Resorts News.
    I will be emailing you the current list of children’s activities available at The Royal Caribbean and The Royal Islander next door. I hope that they will give you an idea of what is available. Please bear in mind when you receive it that they are subject to change and there may even be more activities for your children to enjoy next year, in addition to fun on the beach and in the pool.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Phyllis Leahr Brown

    Dear Ms. Green,
    My husband and I are having our 53rd anniversary celebration in Cancun because Austin (the spouse) wants to swim with Whale Sharks. We have seen them here in the Atlanta aquarium and he is fascinated. He saw an elephant baby 2 years ago on an adventure program and we ended up in South Africa on a 3 night safari! Get the idea? We are not staying at one of your hotels but he would love to see your nesting turtles. Is there any way we could enjoy that privilege during the dates of July 18 – 25,2015? It would be my surprise for part of his present. Thank you for keeping me and others informed about your part of the world. Be well, safe and happy.
    Regards, Phyllis Leahr Brown

  • Joanna Green

    Hi Sarah:
    Thank you for writing to Royal Resorts News. I am glad that you were able to place your order.
    As I mentioned previously, units are not assigned in advance, however I will forward your name, stay date, resort and request to the Inventory Department for them to place in your file and take into account.
    I hope that this helps and that you and your husband have a great vacation at The Royal Cancun. Please let us know if we can do anything else to assist you in the lead up to your stay.

  • Joanna Green

    Dear Mike:
    Thank you for writing to Royal Resorts News.
    We are sorry that you did not receive the email with the link to the guest satisfaction online survey and would like to thank you for reporting it. I forwarded your email to the IT department for them to follow up on and investigate.
    You should soon receive an email from feedback@royalresorts.com with a subject line that reads “Royal Resorts requests your feedback”. We recommend that you add it to your address book so that it does not go to your junk mail folder.
    I hope that this helps.

  • Linda R. Huff

    Got a new computer and lost my Royal Resorts favorite. I am looking for the place to sign up with Thomas Moore for Airport pickup. Four of us are coming to the Royal Caribbean on Jun 27. Thanks for helping.

  • Sarah Robertson

    I am sorry I forgot to put down the resort we will be staying at the Royal Cancun September 19th 2015. I have now placed an order for our supplies and got a quick response! Thank you for the help in getting us a top floor water view. I am so happy to stay at your resort for my husbands birthday!
    Thanks again!
    Sarah Robertson

  • Mike Mazanek

    Between 5/16 – 5/30 we had Happy Hour every day at the RH beach and pool from 3-6PM, and even had 2 for 1 days from 2PM

  • Mike Mazanek

    And I would add that RR should do something to assure that all members get the online survey as promised! I turned in a paper survey for our first week ending 5/21, but I have not received the promised EMail to do the form online for our second week ending 5/30. I not only could not provide feedback fresh in my mind, but now I also do not get entered into the 1 week prize contest. Don’t promise what you can’t deliver RR!!!!!!!!

  • Joanna Green

    Dear Mike:
    Thank you for writing to Royal Resorts News.
    We are glad that you enjoyed the Taco Party and the tacos of course. I have requested the recipes so stay posted as I will publish them as I receive them.
    I hope that this helps.

  • Joanna Green

    Dear Sarah:
    Thank you for writing to Royal Resorts News.
    If you place an order from the store to be delivered to your room you should receive an email confirmation from The Royal Market. Please let me know if you have placed an order already and haven’t received your confirmation.
    With regard to your second question about specific suite locations, suites are not assigned beforehand however I would be happy to forward your request to the Inventory Control department for them to add to your file. You don’t say which resort you will be staying at, it would be a help if you could specify.
    I hope that this helps.

  • Joanna Green

    Dear Jess:
    Thank you for writing to Royal Resorts News.
    First of all congratulations on your upcoming marriage. We wish you and your fiancee all the best for the future.
    I have forwarded your question to the Royal Resorts Wedding Coordinator and she will be happy to send you information about planning a wedding at The Royal Haciendas, our resort five minutes to the north of Playa del Carmen.
    I hope that this helps.

  • Joanna Green

    Dear Robin:
    Thank you for writing to Royal Resorts News.
    The information you received is false, rest assured that we still have the Happy Hour every afternoon at our pool and beach bars.
    I hope that this answers your question. Please let me know if I can assist you with anything else.

  • Cristobal Galindo

    Hello Babs.

    May Winner was

    MR. STANO BAMBICINO
    THE ROYAL CARIBBEAN
    VILLA B805
    WEEK 12

    The raffle from this month has not been done yet. As soon as we get the information we will post it here.

    Regards!

  • Babs Kosko

    In Search of Excellence winners CURRENT (2015) list pleae?

  • Babs Kosko

    Where do I find CURRENT winners of In Search of Excellence survey drawings. Would love to see those in the regular Royal Resorts News bulletin. When I searched the website, an old listing appeared. Always fill out these forms, and would love to see the names/unit number posted regularly. Thank you very much, :)

  • Joanna Green

    Dear Lori:
    Thank you for writing to Royal Resorts News.
    When we receive requests from members and guests with celiac disease or other food allergies, they are immediately forwarded to the Executive Chef, Chef and Restaurant Managers at the resort in question for them to take into account. If the chef and managers know the travel dates of the guest with special dietary needs they will do their best to cater to them and check the preparation process. Restaurant and kitchen staff do take courses in food allergies.
    Upon arrival at the resort, you should notify the Restaurant Manager so that he can advise his staff and remind the waiters and maitre d’ whenever you eat at the resort restaurants.
    The Royal Market store at the resorts also stocks gluten-free pasta and bread.
    I hope that this helps.

  • Mike Mazanek

    Our dult son is acutely Celiac, and his visit to the RH the week of May 16 was a complete success regarding the RH restaurants. Once he made himself known in one restaurant, they put him in the “system” as Celiac, and made sure he was served only food that was gluten-free, and was prepared in suchg a way that there was no cross-contamination. Every time he ate at a restaurant, they went through the menu with him to advise what he coould, and could not have, and WHY. He had zero issues in his week, and was very impressed and pleased. We were extremely thankful!!

    Also, BTW, you can find Gluten-free foods to prepare at WalMart and Mega in PdC

  • Emily

    Hello there! My family and I are hoping to vacation at the Royal Caribbean next year. I was just there and enjoyed my stay. However, I cannot remember the children activities that are offered. Can you possibly provide a sample week of the children activities provided? I am not sure if there is enough to do to keep them entertained!

  • Mike Yost

    We are staying at the Royal Caribbean this week and attended the members taco party. The tacos were wonderful. I have been trying for years to get the recipe for these and have been unsuccessful. I am wondering if you would be able to get that recipe for me. I am so glad the resort brought back the taco party.

  • Yelena

    Joanna,
    We’ve exchanged our timeshare to a different resort property and went to their presentation. They really pushed us to sign a deed over to them. Have you heard anything about it?
    Thanks, Yelena

  • robin schofield

    I was told that you no longer have happy hour at the beach or pool bar. Is this correct & if so when did you discontinue & why? This was a great feature for members

  • JessW

    How can I find out information about possibly planning a wedding at Royal Resorts Playa del Carmen?

  • Lori Larson

    We will be visiting Royal Haciendas soon and was wondering about the Refine All Inclusive option. Since we do not drink alcohol and plan on a few day trips away from the resort, would it be a better idea to not get the Refine All Inclusive option and just buy meals as needed?

  • Lori Whisenant

    Hi,

    My family and I are considering visiting for a week in July. My son and I both have celiac disease and must eat a strict gluten free diet. Can you tell me what you know about the how well the properties are trained in preparing gluten free food? We are considering the Royal Haciendas?

    Thank you!

  • 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.

  • Roy Graeber

    Joanna:
    I’ve received several emails, the subject of which is ‘Save money in 2015: Renting, Exchanging, Selling Timeshares’. I know there have been other scams regarding selling one’s timeshares but is this organization legitimate? Have you heard any results of owners who have used their services for exchanging, renting, or selling?

  • 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.

  • Sarah Robertson

    September 19th we will be arriving and this is a trip for my husbands birthday! I am wondering how I know if I have placed an order from the store to be delivered to our room? Also if there is a way to request a top floor suite as we are hoping to have an oceanview….Thanks for your help!

  • 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.

  • Susan Warhus

    Hi Joanna,

    My husband and I stay at the Royal Caribbean Resort every year.

    As it happens, this year, my husband is in need of some expensive dental work (three crowns estimated in the U.S. total cost $5000) I’ve heard that sometimes US citizens go to Mexico and find reliable and accredited dentists for a much more reasonable price. Do you have any such recommendations or advice?

  • 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.

  • Joanna Green

    Dear Karen:
    Thank you for writing to Royal Resorts News.
    There is an HSBC in Kukulcan Plaza mall which is two minutes walk from the resort and a Banco Santander just behind the mall at the far end.
    I hope that this helps.

  • Joanna Green

    Dear Rebecca:
    Thank you for writing to Royal Resorts News.
    I recommend that you visit the online Reservations Center at http://www.royalreservations.com
    There is a live chat and the toll free numbers are as follows: US/Can 1-888-838-7841, Mexico: 01-800-888-7744, Rest of the World 1-954-736-5841
    I hope that this helps and that you are able to rent the lock off for the two nights you are looking for.

  • Joanna Green

    Hi Nancy:
    Thank you for writing to Royal Resorts News. You need to contact Interval Servicing Co., the membership services company in Fort Lauderdale so that they can update your email in the system. Here are the contact details: http://www.intervalservicing.com US/Canada 1-800-930-5050, Mexico 01-800-099-0486, Rest of the World 954-485-5400, Fax: 954-730-9647.
    I hope that this helps.

  • Joanna Green

    Dear Maggie:
    Thank you for writing to Royal Resorts News.
    I am very to sorry hear of the loss of your husband and your current difficulties.
    I have forwarded your question to the Sales & Marketing department and to Interval Servicing Co., the Membership Services Company and representatives will contact you.
    I hope that this helps.

  • Joanna Green

    Dear Norm:
    Thank you for writing to Royal Resorts News.
    When I read your comment I forwarded it to the Sales & Marketing department and a representative will be contacting you to assist you, if this hasn’t happened already.
    I hope that you are able to find a solution and that you continue to visit us.

  • Nancy Dziedulonis

    Hi,
    I need to change by e-mail address for the Royal Reporter and I can’t seem to locate where I would do that ??

  • Hi Joanna

    Hello Joanna,
    How soon will does the Royal Islander assign a villa? I am visiting in May on the 16th and bringing a friend who has never been to Cancun. I would like to request an ocean front with little walking to the beach. My guest has back problems and it is difficult for him to walk long distances.

    Michele

  • Tim Walters

    Joanna,

    Where on the Royal website or maybe the Interval website can I prepurchase transportation tickets from the airport to the Royal Islander?

    Thanks.

  • Maggie Hagen

    I have been trying to contact Royal Resorts for some time and have been unsuccessful. I finally found you and hope you can help me. I lost my husband 2 1/2 years ago and have been unable to pay for his timeshare or whatever it is he has with you. I have been financially devastated. He left me nothing and I have lost everything including my home and vehicles. I have had to sell what I could sell and abandon everything I had with him. Right now I am on a fixed income and cannot pay anything. I am so sorry about that I seriously wish things were different. Please tell me what I can do!

    Thank you,
    Maggie

  • Jeremy Bettencourt

    Hi Joanna,
    we are staying at Royal Haciendas in May. We are interested in going to Xcaret…Where can we get the best deal on tix?

  • Angela Williams

    Hello Joanna,
    I understand occupancy for lock off unit at Royal Caribbean is 2 person. I read somewhere on Royal Resorts site that an extra person fee of $25 per day can be paid for extra guests. Are a total of 4 people allowed to stay in the lock off unit with 2 of the guests being charged the extra person daily fee for total of $50 per day for their stay? Thanks very much for your assistance.

  • Rebecca Craig

    Who do we contact about renting a lock off for 2 nights in Jan?

  • Karen Boha

    Dear Joanna,
    A friend of mine wants me to deposit some pesos for his nephew when I go to Royal Sands next week . Is there a bank very close to Royal Sands and does it have to be his bank that I deposit into like in the US to get to him. He said it is the largest bank but now I cannot remember the exact name. I think it was Banco or something similar.
    Thank you,
    Karen

  • norm

    We are on our 10th year visiting the Royal sands….. week 17,,,, However, we are getting weary and need to downsize. How do we find out about sales in our resort? Who do we contact?

  • Peggy

    Hello, Does the Royal Islander supply:
    bath bar soap
    shampoo, conditioner
    liquid dish soap
    dishwasher soap
    sponge for kitchen
    etc

  • Joanna Green

    Dear Rosetta:
    Thank you for writing to Royal Resorts News and welcome to Royal Resorts!
    I have forwarded your question to the Sales and Membership Services departments and a representative will contact you to assist you with your request. I hope that this helps.

  • Joanna Green

    Dear Tim:
    Thank you for writing to Royal Resorts News.
    I have requested the recipe and as soon as I receive it from the Restaurant Division I will publish it here.
    I hope that this helps.

  • Joanna Green

    Dear Patti:
    Thank you for writing to Royal Resorts News.
    Yes, when you check in you may ask for two separate cards.
    I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear Greg:
    Thank you for writing to Royal Resorts News.
    I had forwarded your question for follow up and I checked again. I regret to inform you that we are unable to to divulge the information you are requesting under the terms of the company privacy policy.
    As a suggestion perhaps you could use one of the other external sites used by Royal Resorts members to see if you can find the members who have the week after you?
    I am sorry that I cannot help you further with this.
    On another topic, did you receive answers to the questions you asked about vehicles and driving in the area from the car rental company representative? I posted a response on the blog explaining that I was forwarding them and that they would contact you by email.

  • Nola Snell

    Hello Joanna
    My husband and I have family joining us for a vacation very soon. Some are interested in exploring “All Inclusive”. It would be helpful to understand whether they can make a decision after we arrive and feel things out or if they need to commit before arrival.

    Also, can you help me understand where we can look up prices for different excursions as I have grandchildren that are trying to bring enough money to do some fun things but do not want to convert money unnecessarily.

    Your help appreciated. We have been memebers for many years, several weeks – we are trying to learn the advantages of Signature Points as well – so far – I have messed up and am struggling to find this as an advantage

    Your thoughts appreciated :)
    Nola Snell

  • Sandy Goldman

    Joanna-Would be possible to send me the menus from restaurants at the Royal Haciendas and also a calendar of their daily activities (i.e. water aerobics and such). Thanks ever so much for any information that you can give me.

  • Tom

    Thank you so much!

    We are looking very much forward to our vacation this upcoming week.

    Tom

  • Joanna Green

    Dear Tom:
    Thank you for writing to Royal Resorts News.
    I have sent you an email with the menus you requested as PDF files.
    I hope that this helps and that you and your family enjoy your stay at The Royal Sands.

  • Rosetta Dimiceli

    Joann I am new to Royal Resorts I bought every other year at Royal Haciendas. I want to bank my week this year and use it next November 2016 and purchase a week I have with a certificate so I have two weeks in a row next year. How do I do this? Certainly appreciate any help.
    Thank you
    Rosetta Dimiceli

  • Joanna Green

    Dear Renu:
    Thank you for writing to Royal Resorts News.
    I replied to your question but here is my response again just in case you didn’t see it.
    I hope that you and your family enjoy your vacation.
    With regard to activities for your 2-year-old child, The Royal Sands has a kids pool and a separate kids play area in Phase II of the resort. The Activity Center also offers a variety of arts & crafts, games and sports, I recommend that you pay a visit and check the program. Some of the activities are for older children but I am thinking that you could join in the sand castle building on the beach or face painting for example. There will be Easter activities on Sunday and also the piñãta party on Sunday afternoon appeals to children of all ages.
    You will need to accompany your child to all activities and when he/she is in the kids pool or playground. Toddlers must wear special Waterproof diapers for the pool. They are available in the resort store if you need to purchase them.
    I recommend that you also call in at the Thomas More Travel tour desk in the lobby to ask about tours and activities suitable for a two-year-old, there are several nature and water parks in the area that offer a day of family fun for all ages.
    With regard to your question about vegetarian options on the menu, La Veranda, the restaurant at the resort offers some a la carte options options such as a grilled vegetable sandwich, veggie burger, pasta dishes prepared with vegetables and salads, guacamole and vegetable fajitas. There is also a buffet that you can try and that always has some vegetable dishes and a salad bar. I recommend that you inform your waiter and the maitre d’ upon arrival at the restaurant that you are vegetarians so that the chef can take it into account. This would also go for the other restaurants, for example Hacienda Sisal, our Mexican restaurant. One dish you might like to try at Hacienda Sisal, which is located next to The Royal Sands, is the chile relleno de queso, a mild poblano chili pepper stuffed with cheese and fried until the cheese melts, this is served with a tomato-based sauce and rice. Quesadillas, tlacoyos (ask for the vegetarian option), melted cheese, vegetarian enchiladas and fajitas are other options at Hacienda Sisal.
    I you would like to book a spa treatment or massage call ext. 179 from your room or visit the Spa. Here is the Spa menu for you to look at http://www.royalresorts.com/download/the-spa-royal-sands-menu.pdf, I am sure that you will be able to book a time that suits you. Please bear in mind that Spa treatments are not included in your All-Inclusive package but you may book them separately for an additional charge.
    I hope that this helps and that you have a wonderful stay.

  • Joanna Green

    Dear Marilyn and Gene:
    Thank you for writing to Royal Resorts News.
    Here is a list of local churches with times of Easter masses and services

    Iglesia Cristo Resucitado
    Catholic
    Km 3.5, Kukulcan Boulevard, Hotel Zone
    Friday April 3
    11 a.m. Via Crucis
    6:30 p.m. Adoration of the Cross
    Saturday April 4
    6 p.m. English mass

    Iglesia Cristo Rey
    Catholic
    Parque Las Palapas,between Tulum and Yaxchilan Ave., Downtown Cancun
    Friday, April 3 Via Crucis 11 a.m
    Saturday April 4 Mass 10p.m.
    Easter Sunday services

    Cancun Cathedral
    Catholic
    “Ombligo Verde” Park, between SM 31 and SM 32, Ave La Costa, Downtown Cancun
    Masses at 8 a.m. and until 1 p.m.

    Episcopalian Church
    Hotel Marriott Casa Magna
    Information: 881-2000
    Sunday 10 a.m. (service in English)

    Puerta del Cielo Presbyterian Church
    Calle Crisantemos No. 15, SM 22, behind Chedraui supermarket on Tulum Ave., Downtown Cancun
    Sunday services are normally at 9,11 and 6:30 p.m. (English speakers translate the service)

    I hope that this helps.

  • Joanna Green

    Dear Renu:
    Thank you for writing to Royal Resorts News.
    I hope that you and your family enjoy your vacation.
    With regard to activities for your 2-year-old child, The Royal Sands has a kids pool and a separate kids play area in Phase II of the resort. The Activity Center also offers a variety of arts & crafts, games and sports, I recommend that you pay a visit and check the program. Some of the activities are for older children but I am thinking that you could join in the sand castle building on the beach or face painting for example. There will be Easter activities on Sunday and also the piñãta party on Sunday afternoon appeals to children of all ages.
    You will need to accompany your child to all activities and when he/she is in the kids pool or playground. Toddlers must wear special Waterproof diapers for the pool. They are available in the resort store if you need to purchase them.
    I recommend that you also call in at the Thomas More Travel tour desk in the lobby to ask about tours and activities suitable for a two-year-old, there are several nature and water parks in the area that offer a day of family fun for all ages.
    With regard to your question about vegetarian options on the menu, La Veranda, the restaurant at the resort offers some a la carte options options such as a grilled vegetable sandwich, veggie burger, pasta dishes prepared with vegetables and salads, guacamole and vegetable fajitas. There is also a buffet that you can try and that always has some vegetable dishes and a salad bar. I recommend that you inform your waiter and the maitre d’ upon arrival at the restaurant that you are vegetarians so that the chef can take it into account. This would also go for the other restaurants, for example Hacienda Sisal, our Mexican restaurant. One dish you might like to try at Hacienda Sisal, which is located next to The Royal Sands, is the chile relleno de queso, a mild poblano chili pepper stuffed with cheese and fried until the cheese melts, this is served with a tomato-based sauce and rice. Quesadillas, tlacoyos (ask for the vegetarian option), melted cheese, vegetarian enchiladas and fajitas are other options at Hacienda Sisal.
    I you would like to book a spa treatment or massage call ext. 179 from your room or visit the Spa. Here is the Spa menu for you to look at http://www.royalresorts.com/download/the-spa-royal-sands-menu.pdf, I am sure that you will be able to book a time that suits you.
    I hope that this helps and that you have a wonderful stay.

  • Marilyn and Gene Witherup

    Could you give us a list of nearby churches and times of masses/services in the area nearby the Royal Caribbean?

  • Renu

    Hi Jonna,
    We are coming to the royal sands this Friday.
    Wanted to check with you the following.

    What activities can we do with a 2 year old kid
    We are vegetarians are there any options of vegetarian food in RoyalSands ?
    Do we need to pre book in the Spa of Royal Sands or Will they be mostly full.

  • Wendy M. Grasso

    Joanna, I have a question regarding the All-Inclusive Plan. We are members of the Royal Sands for week 9. We are planning on sending our daughters next year to enjoy our villa. Will they be able to get the All-Inclusive Plan at the $69 member rate (or whatever it is next year)? Thank you for your help!

  • Joanna Green

    Hi Gail:
    Thank you for writing to Royal Resorts News. Here is the information on Easter masses in Playa del Carmen.

    Playa del Carmen
    Señora de Guadalupe Parish Church
    Av. 30 between 74 and 76
    Father Bernard Quinn L.C.
    Colonia Colosio
    Monday-Saturday at 7 p.m., Sunday: 8, 10 and 11:30 a.m. (11:30 a.m. in English), 7 p.m.

    Nuestra Señora del Carmen Parish Church
    Calle 12 between Av. 15 and 20, Colonia Centro
    Monday – Saturday: 8 a.m. – 8 p.m.
    Sunday: 8 a.m., 10 a.m., 12 p.m., 6 p.m. and 8 p.m.

    Nuestra Señora del Carmen Chapel
    5th Ave./Juarez Ave.
    Sunday: 10 a.m. in English, 12 p.m., 5 p.m. and 7 p.m. in Spanish

    In Puerto Morelos
    San José Church
    Overlooking the main square
    Tuesday, Thursday, Saturday and Sunday at 7:30 p.m. (in English)

    I hope that this helps and that your friends enjoy their vacation.

  • Bian Stepnuk

    Any idea as to when we will hear from them in terms of including my wife, who is a co-owner, in any correspondence including invitations for events hand delivered to our villa?
    We have raised this sexist issue in the past with our various concierge and sales staff and have not seen any changes.
    Brian

  • Joanna Green

    Hi Mary:
    Thank you for writing to Royal Resorts News.
    Yes, if you would like to dine at El Faro Grill in Grand Residences you are more than welcome. Please call the Restaurant Reservations Center at ext. 165 or 172 to make a reservation so that the restaurant team at Grand Residences know that you are coming. There is no transport from The Royal Sands to Grand Residences but you can arrange a taxi from the resort.
    As a Royal Resorts member you are entitled to a members only discount at the restaurant, Hacienda Sisal, Captain’s Cove, Los Murales, El Conquistador and our resort restaurants. Ask your Concierge for your copy of the Concierge Guide.
    I hope that this helps.

  • Joanna Green

    Hi Monique:
    Thank you for writing to Royal Resorts News.
    I have sent you an email with the information requested. You might also like to check http://www.royalresorts.com/packages
    I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Hi Patti:
    Thank you for writing to Royal Resorts News.
    Yes you can, please request them when you check in to the resort.
    Have a great vacation.

  • Joanna Green

    Dear Mr. Stepnuk:
    Thank you for writing to Royal Resorts News.
    I hope that you and your wife enjoyed your vacation.
    I will forward your post to Membership Services for them to follow up on and ensure that they have your wife’s email on record too. I am sorry that you are the only one receiving correspondence from Royal Resorts.
    I hope that this helps.

  • Gail Axtell

    In regard to your response about Easter services. My friends are leaving in a couple days and Easter is in 5 days, is there anyway you can find an answer before they go? Thanks.

  • Bian Stepnuk

    Hi Joanna:

    My wife and I are co-owners of weeks 11 & 12 at the Royal Sands and have just returned home.

    We have noted over the past 12 years and again this year that even though we are co-owners (and it is specifically documented in both of our ownership contracts) that I am the only one to whom all correspondence both hard copy or email, the welcome packages/invitations that are hand delivered to our villa and any satisfaction surveys are only address ed to me.

    Why is it that she is not treated equally and addressed to and included accordingly?

    Brian

  • Joanna Green

    Hi Gail,
    Thank you for writing to Royal Resorts News.
    I requested this information last week when I saw your post but have not received it yet. As soon as I get it from our resort in Playa del Carmen I will post it here.

  • Renu

    Hi Joanna ,
    We are visiting Royal Sands from April 3rd to April 8th.
    This is our first visit to an All Inclusive Resort.

    What activities will we be able to do with a 2 year old kid?
    Do you have vegetarian (no meat and no seafood ) options in the restaurants there?
    For any spa package do we have to book in advance ? Or can we book after we arrive there , what do you recommend

    Thanks
    Renu

  • Tim

    Could you please send me the recipe for the shrimp cottail serve at the royal resorts Thanks.

  • Tom

    Hi Joanna,
    Is there place on website where I can download current menu from all the restaurants at the Royal Sands location?
    We are staying April 4th – 10th.
    Thank you,
    Tom

  • Dale Yukel

    How do we register for week 0? Received an email several weeks ago but cannot find it now.

  • Peggy Manning

    What is the yoga schedule at The Royal Sands Resort?

  • 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.

  • Barbara Dalzell

    We were told in October of 2018.

  • Patti Smith

    Hi Joanna’
    We will be staying at the Royal Caribbean two separate families in the same suite. Will they allow us to get two separate cards to purchase stuff at the resort. We are just concerned about trying to split bills.
    Thank you and looking forward to our stay

    Thank you, Patti

  • Gail Axtell

    Do you have any information on churches and service times for Easter services in Playa Del Carmen?

  • 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 .

  • MoniquGouttin

    H i

    I am trying to make the decision about buying the all inclusive package for four days or forgoing it and eating in out unit. I was hoping to get a copy of the menus or at least an idea of what the prices are to make an informed decision. We are using visiting for the first time at the royal haciendas on April 4th.

    thanks

  • 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

  • Mary

    Hi Joanna, Can members of Royal Sands visit the new Grand Residences and dine in restaurants? Is there transportation from Royal Sands to Grand Residences ?
    Thank You

  • 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

  • Michelle K

    Hi joanna

    i was curious which royals resort is most kid friendly for a 10 year old?? which resort of the kid friendly has the best food, and food choices?? is there enough to do at the resorts that you don’t really need to leave??

  • 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.

  • James

    Are you able to provide a link to menu/prices for onsite dining? We are thinking about purchasing REFINE pkg, but due to so many dietary restrictions in family it might make more sense to buy only what we need. Thanks.

  • 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.

  • Patti Voss

    I know the resort is a non cash resort. My question would be could each person staying in the unit have separate cards for purchases.. I am traveling with a couple friends and we don’t want to have to go through the whole bill at the end trying to figure out who owes what. Thank you,

  • Greg Scherr

    Hi how do we find out who owns the villa the week after us. we move a short distance down the hall, but would like to work a trade so we do not have to move. thanks

  • 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?

  • Darlene Lambright

    Joanna Green,

    I will be using my timeshare, and I have also exchange a week with interval from another resort for my children to use the same week I will be there. The exchange will be in my name giving me 2 separate units (the one I have for the week and the exchange unit from II). Will the exchange unit have to get the AL package since the unit will be in my name and I am a member.

    Darlene

  • 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

  • Sarah

    Is there a charge to park at The Royal Sands if you staying at the resort?

  • celia padron

    we are going to the royal hacienda in playa del carmen in july. we are traveling with 3 young adults in between 21 and 25. my question is if there is entertainment in the pool, or something to keep them entertained.

  • Jack

    Can i call the Royal Islander from the U.S. What number do i call using my cell phone?

  • Jack

    Can is set a t time for a course. i am staying at the Royal Islander. Is there a link to check out the variety of courses

  • Elizabeth

    Hi,
    We will be checking in to the Royal Caribbean on 2/21. Do you have a listing of kids’ activities for that week? And when is turtle season?
    Thank you so much!

  • Diane DeAngelis

    Joanna,

    I echo the sentiments about a basketball court.

    Did Guest Services ever reply to your request?

    My kid REALLY wants to play some basketball at the Royal Haciencas next week. A portable hoop is very inexpensive, and provides hours of entertainment for boys…..

  • John

    Hi Joanna,
    We will be staying at the Royal sands Cancun first week of March. Do you have a listing of tours and pricing from the resort travel company so I can plan and compare companies ahead of time?
    Thank you,
    John

  • Scott Sterzer

    Hi Joanna,

    We usually go deep sea fishing during our stay at the Royal Sands and we bring filets back to the resort and have the cook prepare the fish for us in several ways. Would it be possible to get the recipes for the Cajun, Yucatan and Garlic fish?

    Thanks.

  • Linda Marquez

    Dear Joanna,
    Muchas Gracias for the Jugo Verde recipe I enjoy so much at Royal Hacienda, Please let them know I appreciate the share!
    Take care
    Linda Marquez

  • Linda Marquez

    Dear Joanna,
    Thank you Muchas Muchas Gracias!! for the Jugo Verde recipe. I immediately wrote in my recipe book. You made my day!Take care and say hello to the Playa for me!
    Linda

  • Sharon Peterson

    How can I get information about Week 0 in 2016? We are owners of Week 1, 2, and 3 so we are interested in knowing how to go about requesting Week 0 using our Signature Points. Thank you.

  • Joanna Green

    Dear Linda:
    Thank you for writing to Royal Resorts News.
    Here is the recipe for Jugo Verde or green juice served at The Royal Haciendas. ENJOY!

    Jugo Verde
    This makes four liters of juice
    100g chaya (green, spinach-like leaves from a plant native to the Yucatan. Chaya is even more nutritious than spinach)
    200g nopal cactus pads
    200g celery
    200g cucumber
    250g pineapple
    500 ml orange juice
    Wash vegetables and pineapple and dice. Blend thoroughly
    If you cannot get chaya, perhaps you could substitute it with some parsley (50g).

    I hope that this helps.

  • Joanna Green

    Dear M. Vela:
    Thank you for writing to Royal Resorts News. The Welcome Party is at The Royal Caribbean next door to The Royal Islander at 1 p.m. on Sunday. Your Personal Concierge will have an invitation for you. Confirm the time upon arrival as the schedule is subject to change.
    I hope that this helps.

  • Joanna Green

    Dear Mrs. Norton:
    Thank you for writing to Royal Resorts News. I forwarded your question to the Signature Club Manager and she will be contacting you.
    I hope that this helps.

  • Diane Norton

    signed up for signature package and then cancelled on Monday Jan 26th at the Sands with Marshall waiting for our refund who do I contact please email me directly.

    Daniel & Diane Norton

  • Joanna Green

    Dear Peggy:
    Thank you for writing to Royal Resorts News.
    Unfortunately Royal Resorts cannot accept the travel cash cards you refer to as a form of payment or to withdraw cash at the Front desk. There are now US dollar ATMs in all the resort lobbies for members and guests to use at their convenience and the Front Desk still exchanges US dollars for Mexican pesos and accepts Visa, Master Card and American Express for the payment of your room bill (the meals, drinks, store purchases and other services that you signed for during your stay) when you check out.
    We appreciate your understanding in this matter.

  • Joanna Green

    Dear Eleanor:
    Thank you for writing to Royal Resorts News.
    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.

  • M. Vela

    What time is the welcome party at the Royal Islander on Sundays? I am unable to fly in on Saturday and would hate to miss the party. It is one of the highlights of our trip.

  • Hank Johnston

    What are the golf rates and activities this year. We are arriving at the Haciendas week 7 for four weeks.

  • Eleanor Ligeiro

    I will be arriving at the Royal Sands on April 4 and was wondering if there will be a children Easter Egg Hunt ? If so, could you please tell me the time and if or when do I have to sign up my grandchildren. Also, any into off the Kids Club would be appreciated. Thank You

  • Joanna Green

    Hi Greg,
    Thank you for writing to Royal Resorts News.
    Alamo is the car rental company with desks at the Royal Resorts. You can certainly rent a car from their Airport office and drop it off at Royal Resorts and vice versa.
    I know that you also have questions about insurance, possible additional costs and driving in the Cancun area and I have forwarded them to the Alamo desk supervisor and our Guest Services Manager, as soon as I have their responses I will post them here. In the meantime, here is the contact email for Alamo: supervisorzhcun@alamo.com.mx in case you need it.
    I hope that this helps.

  • Joanna Green

    Dear Kim:
    Thank you for writing to Royal Resorts News. I regret to inform you that there are no basketball courts at our resorts. I have forwarded your question to the Guest Services Manager at The Royal Sands to see if he can suggest an alternative.
    I hope that this helps.

  • Joanna Green

    Dear Suzanne:
    Thank you for writing to Royal Resorts News. The Activity Center at The Royal Haciendas offers a wide variety of fun activities for adults, children, teens and families to enjoy as it always has. To give you some examples of the many children’s activities currently available at the Activity Center, they include a treasure hunt, balloon twisting, mini Olympics, sand castle building, pool games, pirate face painting, beach soccer, mini pool volleyball, water polo, movie time and the piñata party. Craft activities such as bag painting and bracelet making are also offered and have a small cost to cover materials. There is also a Games Room for teenagers for foosball, bumper pool, ping pong, Xbox and Wii.
    In addition to the Activity Center, there is a Kid’s Club offering supervised activities for children aged between four and 12 years old. Use of the facility is included in the REFINE All-Inclusive package as you mention but Members who do not have the All-Inclusive package may still register their children so that they can enjoy the additional activities on payment of the registration fee (daily or weekly fee, limited space). As the children are supervised, this is an option for them to spend time with kids their own age and for their parents to enjoy some spa time, play tennis or relax.
    I hope that this helps answer your questions and that you and your family enjoy your vacation in June. You will find that there are plenty of fun activities for your children to enjoy throughout the day.

  • Joanna Green

    Hi Cherese:
    Thank you for writing to Royal Resorts News. Turtle season begins in May. The females start coming ashore to lay their eggs on area beaches in May and the eggs hatch 45 to 60 days later, so we see the first baby turtles of the season in late July, early August.
    I hope that this helps.

  • Joanna Green

    Dear David,
    Thank you for writing to Royal Resorts News.
    There are a number of cenote trips you can take from The Royal Haciendas, in fact you are spoiled for choice, the Riviera Maya is peppered with these beautiful natural wells with their crystal-clear water, stalactites and stalagmites.
    I have forwarded your post to our resort travel agency Thomas More Travel so that they can send you some cenote tour suggestions and you can also call in at the tour desk in the lobby when you arrive at your resort. Here are some that spring to mind immediately: Xenotes Oasis Maya is a tour that gives you the chance to visit four different cenotes in one day; Hidden Worlds Park has several cenotes, some suitable for snorkeling and others for specialized cave diving; Rio Secreto takes you into the depths of a cave where you wade and swim through an underground river, then there’s Aktun Chen and a number of family-owned cenote parks clustered across the highway from Puerto Aventuras, in the Tulum area and along the Ruta de Los Cenotes near Puerto Morelos. And of course, if what you want to do is float along an underground river, at Xcaret Park you can float down two of them and enjoy a variety of other activities during your visit.
    I hope that this helps, and I am sure that Thomas More Travel will have more recommendations for you.

  • Joanna Green

    Dear Gail:
    Thank you for writing to Royal Resorts News. Yes, there are tennis courts at The Royal Haciendas and The Royal Islander but they are reserved exclusively for tennis. I am sorry to disappoint you but I hope you still enjoy your stay with us.

  • Joanna Green

    Dear Helen:
    Thank you for writing to Royal Resorts News. I have forwarded your query to the Marketing and Sales department so that a representative can contact you about the Signature Club.
    I hope that this helps.

  • Joanna Green

    Dear Mr. Luongo,
    Thank you for writing to Royal Resorts News.
    We are very sorry that you were unaware of the fact that traveler’s checks in US dollars are no longer accepted and for the annoyance and inconvenience that this caused you during your vacation. We did publish several notifications online about this change in the summer and fall of 2014 and apologize for the fact that you did not receive them.
    Royal Resorts was informed of the change in policy for US traveler’s checks by the bank it works with at the end of July 2014 and we published information about it in The Royal Reporter, our monthly e-newsletter for members (August and October editions) and in the Members News section in the Members Area of http://www.royalresorts.com (member log in required). The information on changing money in the Frequently Asked Questions (FAQ) section on http://www.royalresorts.com was updated at the same time. We also included the notification in Royal Resorts Life magazine (page 13, 2015 edition, printed and web version) and the Welcome Home Guide that members and guests receive at check in. I am sending you an email with a copy of the notification we published in our e-newsletter and the Members News section on http://www.royalresorts.com
    Your post shows that we still need to repeat the reminder about US traveler’s checks wherever we can to ensure that all our members and guests are aware of the policy change. We will include it in our monthly e-newsletter again and in our other online and printed information sources.

  • Greg Scherr

    Hello,

    We would like to rent a car at the airport for a few days and then drop it at the royal resorts instead of taking it back to the airport. is that a possibility ? thanks

  • Kim Hawes

    Hi Joanna, Can you tell me if any of the Royal Resorts has a basketball court? We are staying at the Royal Sands week 14 and my son has to have somewhere to play and practice. Any suggestions? If the resort doesn’t have one can one be put up? They are relatively inexpensive and lots of kids would be probably enjoy. Thank you

  • Bonnie

    A quick question re: dinner dress code for men. Is a pair of dressy shorts with a polo type shirt acceptable at all the resturants in the Royal hotels ???

  • David Gordon

    Can anyone recommend a cenote trip out of the Royal Hacienda? There are quite a few to choose from. I’m hoping to find one where floating through an underground river is part of it. Thanks for your feedback.

  • Peggy

    Hi Joanna,
    My question concerns getting cash at the lobby desk since traveler checks can no longer be accepted. Can a member use a travel cash card to receive cash for taxis and buses? Such as, if my cash card has $500 on it, can I ask the desk for $100 in cash?

  • Helen Neville

    Is it possible to speak with someone regarding Signature Club remotely before we go to Cancun?
    Thanks

  • Sandy

    I’m really looking forward to a vacation at the Royal Haciendas in June of this year. Is there anyway I can obtain a copy of the daily activity calendar? I’ve tried downloading what I think might be such a calendar, but for some reason my computer is not allowing the download.

  • Ash Gupte

    Hello Joanna,

    I’m hoping you can help me with a couple of questions. When we were in Cancun in April 2014 at Royal Sands, I remember someone mentioning that the exchange network was going to be RCI in the future vs. I.I. Is that mandatory in some fashion or will both serve Royal Resorts and it is up to the member to choose? How do I find out the relative benefits of one vs. the other? BTW, if it makes any difference, we are owners in the Royal Caribbean.

    Also, if I just need to switch from our normal Week 22 to sometime else, but the same resort…is there a simpler mechanism that I can use rather than deposit into I.I.?

    Thank you very much.

    Ash

  • ALBERT LUONGO

    Hi Joanna,
    We have 9 weeks of timeshare.We came in MAY & JUNE 2014 and exchange our checks for pesos We have always brought travelers check for exchange to pesos.We were told they are no longer accepted in Mexico but Canadian travelers checks were. Did the resort ever notify their members of this and when.We are at the Sands now AND THE BULK OF OUR MONEY WAS IN CHECKS,WE DO NOT LIKE USING CREDIT CARDS IN MEXICO. NEEDLESS TO SAY THIS WAS NOT A VERY COMFORTABLE VACATION FOR US.. M martin and A. Luongo

  • Kim

    Hello Joanna!
    We will be arriving at the Royal Sands in 2 days. The beach of any hotel is the HIGHLIGHT of my trip. Would you by any chance have any idea just how many umbrella/chairs set ups are on beach? I saw pic from original opening (year 2000?), which showed quite a lot (Each section 10 umbrellas across/ 3 rows deep)…but then saw guest photo(not sure from what year) that showed very very few.
    Have you any idea? I can check webcam also later..

  • Greg Scherr

    can you recommend a car rental company that will be easy to rent from and not have any hidden costs or problems

  • Bruce Ganly

    Thanks for the response Joanna: Yes I would like to exchange my banked Islander week to piggyback my week 18 with a week 17 or19 in either the Islander or Carribean. In the past years ther has always been a choice and this year there is absolutely no choices. I guess my choice now is to wait a few more weeks to see if anything. Opens up or try another resort outside of the Royals for my needed week. Thanks again for your suggestions.

  • Joanna Green

    Dear Tamas:
    Thank you for writing to Royal Resorts News.
    I have checked with our Reservations department and you are confirmed for The Royal Haciendas in the dates you mention in a two bedroom suite for six people. I hope that this helps and that you have a great vacation.

  • Joanna Green

    Dear Mr. Lindstrom
    Thank you for writing to Royal Resorts News. I hope that you enjoy your golf tournament day at Iberostar Playa Paraiso this week.

  • Joanna Green

    Hi Daniel:
    Thank you for writing to Royal Resorts News. Congratulations to you and your wife on your upcoming anniversary. We do have a Special Events department at Royal Resorts and they coordinate weddings, vow renewals, anniversary celebrations, romantic dinners of the beach and more. I have forwarded your email to the Coordinator so that she can contact you and see how she can assist you in planning an event.
    I hope that this helps and that you have a wonderful stay at Royal Resorts.

  • Joanna Green

    Dear Bruce,
    Thank you for writing to Royal Resorts News and I apologize for the delay in getting back to you. I am sorry that you haven’t had any luck yet exchanging your banked lock off through Interval International. Are you trying to exchange back to Royal Resorts? You do not say so but I am imagining that this is the case? Have you considered searching for a different week during the year or a another resort within the Royal Resorts network instead of your home resort?
    Demand for Royal Resorts is high and occupancy stands at over 92 percent at the moment, perhaps this may account for there being less availability. Many of our members still use I.I. for exchange purposes, and some now use RCI too, depositing different weeks in each network. Have you contacted I.I. for assistance?
    If you are enrolled in the Royal Resorts Signature Club you receive a two-year membership to RCI and if you have additional weeks you may want to deposit them in the RCI network and look at the exchange options available.
    With regard to the week you have banked with Interval International, you will not be able to transfer it to RCI, you must use it within the I.I. network.
    I hope that this helps and that you are soon successful in obtaining the exchange you are looking for.

  • Gail Axtell

    Do you know what the surface of the tennis court is at the RH? Also, if there are tennis courts at the RI, what that surface is? I’m trying to find out if a Pickleball (wiffleball) will bounce on those courts so I know whether to bring PB equipment with me. Thanks.

  • Suzanne McConn

    We are Royal resort members and are looking to go to the Royal Haciendas on a trade in June. The last time we stayed, my kids so enjoyed the kids club and all the activities throughout the day. In reading different blogs, websites, etc. it seems as though the dynamic of the available kids club has changed with the onset of the all inclusive. As Royal members, we will not be partaking of the all inclusive offer. Can you tell me what services of the kids club my kids will be able to partake in?

  • Joanna Green

    Dear Erlene:
    Thank you for writing to Royal Resorts News and for drawing this to our attention. We will update the information.

  • cherese schaefer

    When does turtle season start?

  • Linda Marquez

    Hi Joanna,
    Hope you can help me. I am desperate to get the recipe for the green juice drink served in the mornings at Royal Hacienda.
    Please can I get this recipe? I just love it so much and miss not being able to drink it everyday. The other green drink juices here do
    not compare to the one at Royal Hacienda.
    Thank you/ muchisimas gracias!
    Linda A Marquez

  • George Lindstrom

    Joanna-we own a timeshare unit at the Royal Sands ( week 13) however we have traded it for the week beginning January 17th. We have previously been able to schedule a golf game which I believe may be sponsored by Royal Resorts at Iberostar in Playa del Carmen. Last year when we arrived we were told that the event was completely full. I believe the event was always on a Thursday and our traveling guests and us ( total of 4 ) would like to play this year. Is there anyway you could help us in advance of our arrival Saturday.

    Thank you

    George Lindstrom

  • Deborah Boyd

    Joanna
    My husband and I are planning to travel in September to the Royal Cancun we are attending a wedding forty mins away at Playa Mujeres Cancun The Beloved do you know how much a cab ride would cost to the wedding location and would the hotel be able to get a cab for us.
    Thank you

    Deborah Boyd

  • Kim Turner

    I’m looking for the weekly Golf Tournament pkg info for signing up now.

    The pkg info I’m looking for incorporates transportation from the RC etc.

    We’re staying wk 7 & 8 2015

  • Bruce ganly

    In the past 10 yrs or so we have never had difficulty finding a week to exchange for our banked lock off .This year the inventory is extremely slim to the point of being non existent ,as far as interval is concerned. Is RCI the place that I should be directing my attention or is there some other issues that I am not aware.

  • Daniel Sears

    Hi Joanna,
    I am writing to ask how could I set up a special ceremony on the beach for my wife and I to renew our vows when we are there in Feb. We are guests of another member and I am not sure we can even do something like this. I we can, could you direct to someone I could get more information about it. Thank you!

  • Erlene Ciampa

    I pre-registered at the Haciendas which was easy to do. However, when I received my confirmation and instructions I noticed an error I believe. It states that they accept Travelers Checks and do not accept American Express.. I believe it is the opposite correct. It should be changed ASAP if that is the case. Thanks.

  • Pete

    Hi,

    We arrive Feb 7th and only need half the Thomas More Private Van to the Royal Haciendas – Any suggestions on finding a way to find others on my Southwest flight?

    Kindly,
    Pete

  • Tamas Mezei

    Dear Joanna,

    I would like to ask your help, cause we have reservation beetwen 24- 31 jan 2015 in Royal Hasiendas et Playa del Carmen, and I would like to get confirmation that everythinks OK.
    RSVN. EQ00388358A
    Contract N A 000304

    Thank you for your coperation
    Best regars Mezei Tamas

  • LL

    Hi Joanna:

    We are going to stay at Royal islander for a week and are interested in renting a car. Would you please provide the contact information (name, telephone and email) of the Alamo agent in the Royal islander lobby? Your help is appreciated.

  • essie beaver

    Hi Joanna,
    I was at my time share November week 46, I have been enjoying my vacations at the sands since 2005 and I am interested with the all inclusive packages. I would like to know some info about it. With being a member to see if it benefits my guest and I for future stays.Thank you for any help in this area.

  • Judy Johannsen

    We used to stay at the Royal Mayan every year, but haven’t been for a few. I heard the Mayan is now gone. Is a Royal property in its place? or what has it become?

  • Joanna Green

    Dear Thomas,
    Thank you for writing to Royal Resorts News. The Refine All-Inclusive package at The Royal Sands is optional for Royal Resorts members regardless of how they are staying at the resort, i.e. in their own villa, renting a unit or exchanging it through I.I. or RCI. I am assuming that you will be coming down for Thanksgiving in 2015 with your family. If this is the case then the All-Inclusive package will be optional for you and the occupants of your villa.
    However, if you will not be not traveling with your family for Thanksgiving week in 2015 and are exchanging your week at The Royal Cancun so that they may stay at The Royal Sands the rules are as follows: If a Member of Royal Resorts exchanges their week(s) and gives it to a non-member third party via a Guest Certificate, said Guest will have optional access to the REFINE All-Inclusive Package. This policy is only valid if the Royal Resorts Member uses a Royal Resorts week for the exchange.
    In contrast, if you are exchanging the units you have at a different resort company so that your family can stay at The Royal Sands and you will not be present, the policy is as follows: If a member uses a week that is not one of their Royal Resorts membership weeks so that family and friends can stay at the resort without them, purchase of the Refine All-Inclusive package is mandatory. Only one Guest Certificate per Royal Resorts membership agreement is allowed. In other words, for each week owned, one Guest Certificate can be given to a non-member who will have optional access to the REFINE All-Inclusive Package.
    I hope that this helps. You can find more information on the Refine All-Inclusive package, rates and rules at http://www.royalresorts.com/packages

  • Joanna Green

    Dear Kris:
    Thank you for writing to Royal Resorts News. Visit the Royal Reservations website at http://www.royalreservations.com for rentals at The Royal Caribbean. You can search using the online booking engine, type in the dates you are interested in and the number of people in your travel party and the rates available will be listed. There is an online chat service or you can also call to talk to one of the travel specialists: Toll free from US & Canada 1-888-838-7841, From Mexico 01-800-888-7744 or from the Rest of the World 1-954-736-5841.
    I hope that this helps.

  • Joanna Green

    Hi Frances:
    Thank you for writing to Royal Resorts News. If you are a Royal Resorts member and have rented a villa, yes, you can pre-register as you have in the past. Log in to the Members Area of http://www.royalresorts.com with your member ID and password and click on Membership Services in the Menu bar. Scroll down to the Pre-registration service and click, then follow the instructions and you are good to go.
    I hope that this helps, please let me know if I can assist you with anything else in the lead up to your stay.

  • Joanna Green

    Dear RT:
    Thank you for writing to Royal Resorts News. The members log in is working however, we have been experiencing some Internet problems in the last few days which have been disrupting some of the online services at times. I suspect that this is the case and recommend that you try again. If you still have a problem please let us know.
    I hope that this helps.

  • RT Cerniglia

    I have been trying to log onto the member’s login on The Royal Resort website for the past week and have been unsuccessful. It says the web page is unavailable. Is there an issue with the member’s login?

  • FRANCES TAUSSIG

    I have rented a villa for the month of Feb. could you please tell me if I can pre-register, as I have in the past?

  • Kris

    Is it possible for “non Members to search weekly rentals for the Royal Carribean?

  • Thomas Smith

    Hi Joanna,
    I am a owner at the Royal Cancun. I have space banked with II that unit as well as two other time share units I own that are not Royal Resorts. I just requested an exchange for two of the space bank units for my family for thanksgiving week 2015. There were two units available at the Sands however the agent told me they were all inclusive unitts. My question is since I am a owner at Royal Cancun is it mandatory to have all inclusive if I make the exchange into the Sands?

  • Joanna Green

    Hi Alita:
    Thank you for writing to Royal Resorts News.
    I am glad that you enjoyed your meals at La Trattoria and at Los Murales and El Conquistador. I have shared your comments with the Restaurant Management team.
    With regard to the Argentinean wine you liked, I checked and there are two red wines on the menu from Argentina. They are both Malbecs from the Mendoza Valley and the wine labels are Las Moras and Terrazas.
    I hope that this helps and that you are able to find them in your hometown.

  • Joanna Green

    Hi JJ,
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. If you haven’t already done so I recommend that you check at the Thomas More Travel desk, the minimum age for children at Xplor is five. There are four activities: rafting and swimming in an underground river through caves and you wear helmets and life jackets at all times and literally float along; there are exits every 100 meters if your daughter decides that she wants to get out of the water. The jungle jeep ride is in a vehicle with belts and helmets and the driver must be over the age of 18. The zip line circuit is the one that you might want to ask about. You wear a helmet and a harness and there may be special ones for children, I’m not sure about that. The highest point of the zipline circuit is 45 meters but you don’t have to do the whole thing. It is possible to zipline between two of the towers and then exit.
    I hope that this helps and that you are enjoying your stay.

  • Alita Small

    Hello Joanna:
    Hope you can provide me with the info I would like to have. We just got back from our annual two week vacation at the Haciendas and Royal Cancun. Ate at the new La Trattoria restaurant at the Royal Cancun and it was excellent. I ordered a glass of pino noir from Argentina., it was excellent. I have looked for a wine menu from the restaurant but cannot bring one up to view. I would love to know the name of the wine that I ordered and am sure if I saw the menu I would know which one it was. I would like to know the name of the Argentine wine. Hope you can help me wiith this information. Best wishes to this new restaurant it is right up there with the Los Muralos at the Haciendies, the El Conquistador at the Islander, we loved dining at all three during our recent stay, the best restaurants, our hats off to the Royals Resorts for fine dining.
    Alita

  • JJ

    Dear Joanna
    My wife and I will be staying at the Royal Caribbean Nov1 -7 with our 7 year old daughter. We were thinking of going to Xplor for a day and wanted to know if it is a suitable outing for a 7 year old?
    I appreciate any insight you can provide.

    Regards,

    JJ

  • Joanna Green

    Dear Anna:
    Thank you for writing to Royal Resorts News. Visit http://www.royalresorts.com and log into the Members Area using your Royal Resorts ID and password. In the menu at the top of the page you’ll find a tab called Membership Services, scroll down and you’ll see a section called Renting your Villa with information on the rental program. You can enroll your lock off in the online rental program managed by Royal Club Vacations or download the PDF form available on the page and email it to Royal Club Vacations.
    I hope that this helps.

  • Joanna Green

    Hi Mike:
    Thank you for writing to Royal Resorts News. I’m so glad that you enjoyed the charro beans at Paco’s Tacos. I requested the recipe from our Executive Chefs and they were happy to oblige. I hope that you enjoy them. BUEN PROVECHO!

    Please note that this recipe may make a large amount of Frijoles Charros, you may have to reduce the amount proportionally or invite family and friends to try them.

    Ingredients
    140ml corn oil (maize oil)
    47g garlic
    141g sliced bacon
    340g chorizo sausage
    293g onion
    227g cooked smoked ham (leg)
    275g green bell pepper
    232g red bell pepper
    238g tomato
    34g cilantro (coriander)
    40g epazote (you should be able to get this at a store stocking Mexican herbs and spices)
    3.4kg of beans in their cooking liquid (frijol bayo – bay beans, not the black or kidney beans)
    15g Knorr chicken stock cube
    15g salt
    3g freshly ground black pepper

    Method
    Chop the garlic, onion, bacon, chorizo, green and red bell peppers, tomatoes and pork. heat the oil in a pan and add the garlic and onion, stirring constantly, then add the bacon, chorizo and fry until golden. Then add the bell peppers, tomato and ham and cook for five minutes. Add the beans and their cooking liquid. Add the chopped cilantro and epazote and simmer for a few minutes. Finally season with chicken stock powder, salt and pepper.

  • Joanna Green

    Dear Marilyn:
    Thank you for writing to Royal Resorts News. I followed up on this for you and regret to inform you that the custom-made bathing suit service is not available at The Royal Haciendas and it is not offered at the Gift Shop in The Royal Sands at this time.
    I hope that this helps. Please let me know if I can help you with anything else in the lead up to your March vacation.

  • Joanna Green

    Hi Diane:
    Thank you for writing to Royal Resorts News.
    I apologize for the delay in getting back to you. I recommend that you visit the Thomas More Travel desk at The Royal Cancun as they have many exciting new tours and activities available and sometimes offer discounts for members and guests or special promotions on selected tours. The Thomas More Travel website is http://www.thomasmoretravel.com if you would like to start looking at tours.
    Xplor Park is a great option for zip lining and has the longest circuit of all the parks in the area. I loved swimming and rafting along the underground river, for me it was the highlight. A visit to Chichen Itza is a must and as excavation and restoration is ongoing, there’s always something different to see at this UNESCO World Heritage Site, voted one of the World’s New Seven Wonders in 2007 in an online poll. Thomas More Travel offers the classic Chichen Itza trip and has several other options too, and of course trips the other famous archaeological sites in the area such as Tulum, Coba, Ek Balam and Uxmal. They offer horseback riding on the beach and if you enjoy snorkeling, ask about trips to Puerto Morelos, Akumal and a new one to Xcacel, a pristine beach designated as a sea turtle sanctuary.
    I hope that this helps and that you enjoy your vacation. If you would like any additional tour recommendations, I would be happy to tell you about some of my favorite places. I have also forwarded your question to Thomas More Travel too and if I receive additional information I will send it to you.

  • Joanna Green

    Dear Don:
    Thank you for writing to Royal Resorts News. The Alamo Rent a Car contact person at The Royal Haciendas is gerenteplaya@alamo.com.mx (Christina Garcia). Tel. +52 984 151-8565. This information has also been sent via email.
    I hope that this helps.

  • Joanna Green

    Hi Susan:
    Thank you for writing to Royal Resorts News. I am happy to hear that you enjoy your annual vacation so much at The Royal Islander and last year at The Royal Sands and The Royal Haciendas. Also, thank you for your kind words about Grand Residences.

    I have forwarded your comments about the Royal Resorts Signature Club membership to the program manager for her to investigate and see what happened. I am sure that you will soon be receiving the membership package.

    I hope that this helps. Please let me know if there is anything else I can assist you with in the lead up to your next vacation.

  • Mike W

    Hello
    We are currently in our second week here and staying at the Islander this week. We had some OUTSTANDING charro beans at Pacos Tacos the other night. Any chance we could get the recipe? I do not see it on the list of recipes available on your website.

    It had something “different” in it that I really liked and am trying to identify.

    Mahalo

  • Joanna Green

    Dear Kathleen:
    Thank you for writing to Royal Resorts News.
    I apologize for the delay for getting back to you. I did forward your comment to Resort Management for them to take into consideration as they make improvements to the resort and would like to thank you for telling us about the incidents that you have seen.
    I hope that this helps.

  • Joanna Green

    Hi Mr. Hemenway:
    Thank you for writing to Royal Resorts News.
    The schedule is as follows:
    Morning
    The Royal Haciendas to Playa del Carmen: 10:15 a.m., 11 a.m., 12 p.m., 1 p.m.
    Playa del Carmen to The Royal Haciendas: 11:30 a.m., 12:30 p.m., 1:30 p.m., 3 p.m.
    (small fee applies per person)

    Afternoon
    The Royal Haciendas to Playa del Carmen: 5:30 p.m., 6:30 p.m.
    Playa del Carmen to The Royal Haciendas: 6 p.m.
    The afternoon service is complimentary.
    Departure times are subject to change and guests can check them at the Front Desk. Reservations are required to use the shuttle and can be taken care of at the Front Desk. Royal Resorts members may reserve the same day and non-member guests the day before they wish to use the shuttle. A reservation number will be provided and will be requested when boarding. Service is subject to availability. All passengers must be seated, no standing.
    I hope that this helps.

  • Joanna Green

    Dear Reg,
    First of all, I must apologize for the delay in responding to your query. I am afraid that there aren’t any storage lockers on site that you can rent to store your Cancun gear, however I seem to remember that a former member of staff at Royal Resorts may offer this service locally and am investigating. If I find any additional information I will contact you.

  • Marilyn Onderdonk

    I would like to get custom made bathing suit since I know they do that at the Royal Sands. When do they do them at the Royal Haciendas
    since I am coming in March.

  • Cristobal Galindo

    Hi Reg. Right here.

    If you want to see more comments, at the bottom left of this page you will find a links saying “older comments” Just click on it and it will display more comments each time.

    Warm regards.

  • Reg Beene

    Where are all (2560) of the “Ask Joanna” comments available to be seen?

  • Joanna Green

    Hi James:
    Thank you for writing to Royal Resorts News. Yes the restaurant is open.

  • Anna Lettang-Visioni

    please let me know where to find form for renting our lock off Thank you

  • Vinny Scire

    We are coming down on Nov 8th. Two couples. We are interested in a private day excursion to remote swiming and snorkeling areas. Due you have any surggestions.

  • James Carlson

    1. Is the Meeting Point Restaurant still open in Terminal 3?

    2. I have pre-registered a guest for week 49. She will arrive more than an hour before me at the Royal Caribbean. Do I still need to give her a letter addressed to the front desk of the Caribbean so she can get into our villa?

  • Reg Beene

    Hi Joanna,

    Are there any storage lockers we can rent, in which to leave our “Cancun Gear” so we don’t have to drag it back and forth each year?

  • Reg Beene

    Hi Joanna,

    Are there any storage lockers we can rent, in which to leave our “Cancun Gear” so we don’t have to drag it back and forth each year.

  • Russell Shofner

    I will be at Royal Haciendas from Oct 4-11. Are there any turtle nests in that area and what are the chances of witnessing a release?

  • Diane Powell

    Hi Joanna….I’ll be heading to Royal Cancun in November (5 of us)…wondering if we can save …with booking excursions through our resort….looking at the Xplor Tour (specifically zip lining)….possibly Chichen Itza Classic visit….and possibly Horseback riding on the beach. Ive been going for over 30 years and anxious to get back. just wondering if going through Cancun Adventure might be less. With 5 of us adults….Id like to save where I can. Thank you for your input.
    Diane Powell and family

  • Don

    I will be staying at the RH for 5 weeks beginning Nov. 1st. I am interested in renting a car for most of my stay. I understand that Adocar has been replaced by Alamo ? Are you able to provide me with the name of the agent who is assigned to the RH lobby location along with his/her email address ?
    Thank you.

  • Susan grant

    Hello,
    We own week 15 at the Islander but have extended our trip for the past four years to try out the Sands and the Haciendas. They each offer something different and wonderful. Last year we toured the residences and they are amazing! It would be a dream to be able to own there but at home responsibilities don’t make that possible for now. When we spent the day touring The Residences, we were told we would be getting two years free membership to the club that let’s you trade for different vacation spots. (I am sorry but I can’t remember the name) I was told a package to be signed would be mailed. That was five months ago. Please let me know who I can speak to about this. It is almost time to start thinking about our vacation…yea! So happy to own!
    Thank you
    Susan grant
    Amesbury, ma

  • Kathleen Suhs

    Joanna, we’re members at the Royal Cancun & have a ground floor villa by the children’s pool. Do you know if there are any plans to add railings on both sides of the pool’s shallow end steps? Over the years we’ve seen many slips & several falls. Elderly guests as well as children. All the other RR pools have railings; why not this particular spot…particularly since it is designated as “children’s pool”? Who do you recommend we contact regarding this potential dangerous problem? Thank you.

  • David Gordon

    Thank you….I straightened it out with Interval and I am preregistered.

  • John Lynne Hemenway

    Hi again Joanna — Is is possible to send me the current taxi shuttle service schedule and cost – to & from the Haciendas & Playa? Last year, I believe the cost was $3.00 per person each way, but there were some late evening times that were gratis. Thank you

  • Robert Kennedy

    Joanne
    I left a question but don’t see my message on your blog any more. The question was about If I had access to the Royal Sands for the gym, happy hour and restaurants. I am an owner of two weeks which I am using this year.. but the third week I am at a non Royal Resort.. So because I am a member can I pay cash and still visit the Sands for dinner the gym and happy hour..

    Robert

  • Joanna Green

    Hi Shelley:
    Thank you for writing to Royal Resorts News. The dress code for the restaurants is casual. No swimsuits or bare feet, tank tops or flip flops. Men must wear t-shirts with sleeves or shirts.
    For more formal restaurants such as Los Murales and El Conquistador, the code is “casual smart,” dresses, tops and skirts or trousers for women and shirts and trousers or bermudas for men.
    I hope that this helps. Please let me know if you have additional questions.

  • Shelley

    Do you know what the dress code is in most of the sit down restaurants at the Royal Resorts? I have two 13 old, and an 11 year old boy. Will they have to wear pants and closed toe shoes? Are tennis shoes OK?

  • Jennifer

    Joanna,

    Thanks much for the informative and prompt response.

    Jennifer

  • Joanna Green

    Hi Jennifer:
    Thank you for writing to Royal Resorts News.
    Right now there are 193 turtle nests with 22,204 eggs in the corrals at The Royal Sands and The Royal Caribbean in Cancun. Turtles are still coming ashore to lay their eggs in the sand and as the incubation period is 45 to 60 days, I’d say that you might be lucky enough to see some baby turtles in October. It all depends on whether the eggs in some of the nests hatch during your stay.
    The baby turtles are set free the day they hatch and the releases take place on the beach at 8 p.m. when sea birds such as gulls and frigate birds that might prey on the tiny creatures have gone to roost. I recommend that you tell your Concierge that you are interested in witnessing a turtle release, you can also ask the Guest Services Manager/Front Desk to let you know when a turtle release is going to take place. The staff in the Activity Centers are also a good source of information. I hope that this helps and that you see some baby turtles.

  • Joanna Green

    Dear David:
    Thank you for writing to Royal Resorts News. I am sorry that you were unable to preregister and for the delay in getting back to you. I have forwarded your post to the Guest Services Manager for follow up. Sometimes website maintenance is carried out and for short periods some online services may be unavailable, perhaps this was the case last week.
    I hope that this helps. Please let me know if you have any further questions in the lead up to your vacation.

  • Joanna Green

    Hi Elva:
    Thank you for writing to Royal Resorts News.
    The REFINE All-Inclusive package does include dinner which can be items chosen from the a la carte menu or one of the theme buffets. Some dishes such as lobster and prime rib and premium drinks such as champagne are not included but are available for a surcharge. On the a la carte menu such dishes are indicated with the REFINE logo.
    I hope that this helps and that you enjoy your vacation at The Royal Haciendas.
    Please let me know if you have any more questions.

  • Joanna Green

    Dear Colleen:
    Thank you for writing to Royal Resorts News.
    Interval Servicing Co., the Fort Lauderdale-based membership services company manages the internal exchange program for Royal Resorts. Visit http://www2.intervalservicing.com for more information, program rules, FAQs and a video demo about using the online internal exchange program.
    You can deposit your week in the internal exchange program and when a successful match appears enabling you to exchange it for a week at The Royal Caribbean you pay an administrative fee when the exchange is confirmed. The administrative fee for the Internal Exchange program is US$149 is you use the online internal exchange program and US$179 if you send the internal exchange form program via fax or regular mail.

    If you are enrolled in the Royal Resorts Signature Club as a Platinum member perhaps you could use Signature Flexibility to help you do your trade. The Signature Flexibility program gives Signature Club Platinum members the option to decide each year whether they want to use their fixed week for a vacation or to deposit it in exchange for Signature points. Points can be used to stay in a different location or size of unit, at a different Royal Resort if there is availability, for a different number of days or even at another time of year. Signature Points can be banked for future vacations or borrowed from next year. Waitlist requests can be submitted for very popular weeks such as New Year. Signature Flexibility is available only for Platinum members of the Royal Resorts Signature Club. More information http://www.rrsignatureclub.com

  • Joanna Green

    Hi Marilyn:
    Thank you for writing to Royal Resorts News.
    With regard to your question about custom made swimsuits at The Royal Haciendas. We regret that this service is not available at the moment.
    I hope that this helps and that you enjoy your vacation with your family.

  • Joanna Green

    Hi Marilyn:
    Thank you for writing to Royal Resorts News. I have checked with Alamo Rent a Car, the company now offering car rental services at Royal Resorts and they have car seats for small children. The seat is included in the Alamo rental rate for the car if members and guests need one and they cannot be rented separately. Alamo does need 24 hours advance notice if you are going to need a car seat in order to reserve one and a further two hours to bring it to your resort as they are not stored on site.
    With regard to your second question about custom made swimsuits at The Royal Haciendas. We regret that this service is not available at the moment.
    I hope that this helps and that you enjoy your vacation with your family.

  • Joanna Green

    Dear Mr. Hemenway:
    Thank you for writing to Royal Resorts News.
    The summer shows mentioned on this blog are longer available however there are evening shows during the week for you and your guests to enjoy: a craft market on Monday, Wednesday and Friday and a Mayan Fire Show, Acrobatic Show and Drums performance. The shows and schedule may change and I recommend that you check at the Activities Center during your stay. I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear Charles:
    Thank you for writing to Royal Resorts News. In either case the owner would have to use the Owner Loan form. The form is available in the Members Area of http://www.royalresorts.com (member log in required). Go to Membership Services in the menu bar and scroll down to Owner Loan. You can download the PDF form. I hope that this helps.

  • cancunjo

    Hi Joyce:
    Thank you for writing to Royal Resorts News. Yes, El Conquistador will be closed for Maintenance Week at The Royal islander.

  • Jennifer

    Will the baby turtles still be there around Oct. 11th?

    Thank you

  • David Gordon

    I am trying to preregister.for October 25 at Royal Sands and Nov 1 at Royal; Hacienda…….I cannot…please tell me why.

  • ELVA ACTON

    HELLO JOANNA, we will be staying at the hacinda in OCTOBER WE ARE MEMBERS AND WOULD LIKE TO TRY THE AL IS THE BUFFET AT DINNER INCLUDED IN THE AL OR IS IT JUST ALA CART

  • Colleen Aspholm

    We have week one at the Royal Islander in January. How do we go about it if we wanted to trade for that same week for a villa at the Caribbean? Also, do you know if there is a charge for doing this?

    Thank you!

  • Robert Kennedy

    I am an owner at the royal resorts for weeks 15 and 16. I am going to be at another resort for week 17. Will I be able to use the resorts facilities
    (happy hour, restaurants, and fitness) and pay cash that week. Or am I not allowed in during that week.

  • marilyn onderdonk

    at the haciendas can you have a custom made bathing suit made?

  • marilyn onderdonk

    We have a three year old coming with us this year and his parents. Should they bring a car seat with them or can they be rented?

  • Charles Wanamaker

    Helo Joanna
    How does an owner register some of his guests into a villa that another owner is allowing him the use of.. His other guests will be staying in the owner’s unit.with him.Thank you for the help

  • John Lynne Hemenway

    Good day to you Joanna — We will be at the Royal Haciendas weeks 37 through 42, and friends will be joining us in our villa. Do you know if the Wednesday evening Royal Haciendas Summer Shows will still be presented while we are there? Last year they were available. Thanks so much & good to see your back with comments etc.

  • Juan Cristóbal Galindo

    Hi Marina!

    Yes: this post is still active. Please take a moment to ensure on the top left corner (right below where it says 2536 Comments) you have selected the “Sort by Newest” option. This way you will be able to see the latest comments. Some of of them from last week.

    If there’s anything else I can help you with, please let me know.

    Warm Regards.

  • cancunjo

    Hi Gail:

    Thank you for writing to Royal Resorts News. The rates for use of the Royal Resorts Fitness Centers are
    as follows:



    The Royal Sands Spa Fitness Center

    US$13 per person, per day
    
US$53 per person for a weekly pass



    The Royal Caribbean and The Royal Cancun Fitness Centers

    US$8 per person, per day 

    US$40 per person for a weekly pass

    

The Royal Haciendas Fitness Center
    
US$8 per person, per day
    
US$40 per person for a weekly pass

    

Multigym Pass

    Multiple Gym Pass available at all the gyms. This weekly pass costs US$53 and entitles you to use any of the Royal
    Resorts
Fitness Centers.

    All rates are subject to change.

    I hope that this helps, please let me know if you need further information.

  • cancunjo

    Hi Gail:
    Thank you for writing to Royal Resorts News. The rates for use of the Royal Resorts Fitness Centers are as follows:

    The Royal Sands Spa Fitness Center
    US$13 per person, per day
    US$53 per person for a weekly pass

    The Royal Caribbean and The Royal Cancun Fitness Centers
    US$8 per person, per day
    US$40 per person, for a weekly pass

    The Royal Haciendas Fitness Center
    US$8 daily per person
    US$40 per person for a weekly pass

    Multigym Pass
    Multiple Gym Pass available at all the gyms. This weekly pass costs US$53 and entitles you to use any of the Royal Resorts
    Fitness Centers.
    All rates are subject to change.

    I hope that this helps, please let me know if you need further information.

  • cancunjo

    Dear Barbara:
    Thank you for writing to Royal Resorts News. Interval Servicing Co. (ISCO), the company that handles Membership Services for Royal Resorts can assist you with title changes. Here is the link to the section on the Interval Servicing website that talks about title changes and transfers. http://www2.intervalservicing.com/?q=node/27
    If you sign in to My.IntervalServicing.com using the email and PIN you have with Royal Resorts you can download more information and the title change forms you need. There is an administrative fee for this service.
    I hope that this helps. Please let me know if you have any further questions.

  • Gail Wilson

    Hi Joanna, I’m wondering what the cost of a weeky fitness center membership is at the Cancun resort?

  • Barbara Elder

    We would like to change the ownership of our two weeks at the Hacienda from me and my husband to include our 3 daughters. We have been told that this would make transfer of ownership easier at our deaths. Actually, I guess there would be no transfer if they were owners. How do we go about doing this?

  • cancunjo

    Dear Joyce:
    Thank you for writing to Royal Resorts News and for your interest in the turtle program. As yet none of the eggs protected in the corrals at The Royal Sands and The Royal Caribbean have hatched so there are no turtle releases taking place at this time. It takes 45 to 60 days for the eggs to hatch and this means that the ones laid earlier in the season will begin to hatch in August.
    I am sorry that I cannot be of more help but do hope that you enjoy your day in Cancun.

  • Joanna Green

    Dear Joyce:
    Thank you for writing to Royal Resorts News and for your interest in the turtle program. As yet none of the eggs protected in the corrals at The Royal Sands and The Royal Caribbean have hatched so there are no turtle releases taking place at this time. It takes 45 to 60 days for the eggs to hatch and this means that the ones laid earlier in the season will begin to hatch in August.
    I am sorry that I cannot be of more help but do hope that you enjoy your day in Cancun.

  • 12345678910

    Hi Joanna, I will be in Cancun on Thursday but am not a guest of Royal Resorts. Can I participate in any of the turtle programs? Will there be one this week and how can I sign up? Thanks!

  • cancunjo

    Hi Mony:
    Thank you for writing to Royal Resorts News. I will email you the schedules for the children’s activities organized by the Activity Center and those for the supervised Kids Club. (Excel files).
    The activities at the Activity Center are free with the exception of craft activities, which have a nominal free to cover the cost of materials.
    The Kids Club offers supervised activities for children aged between four and 12 years and may be an option if you want to leave them while you go shopping, play tennis or golf or visit the spa. There is a daily or weekly fee for using the Kids Club.
    Use of the Kids Club is included in the REFINE All-Inclusive package.
    When you receive the programs I send you please bear in mind that activities, times and locations may occasionally change. Upon arrival at The Royal Sands it is a good idea to visit the Activity Center to check for changes.
    I hope that this helps and that you enjoy your vacation. Please let me know if I can help you with anything else.

  • mony0503 .

    Hi Joanna:

    We are staying at Royal Sands at the end of July with our two children, and would like to have access to the kids activity schedule if possible, thanks a lot! We are looking forward to our visit!

  • cancunjo

    Dear Shelley:
    Thank you for writing to Royal Resorts News. We look forward to welcoming you to The Royal Sands and hope that you have a wonderful vacation.
    Yes, you can sign out snorkeling gear at the Sports Desk at all the Royal Resorts, but as The Royal Sands and The Royal Caribbean and The Royal Islander are on the open ocean side of Cancun island, there are more waves. You are likely to see more fish in the shallow waters of the bay in front of The Royal Cancun or at our Riviera Maya resort The Royal Haciendas (if you would like to visit The Royal Haciendas during your stay transport can be arranged with the in-house travel agency Thomas More Travel).
    Thomas More Travel also offers a variety of trips to incredible snorkeling spots in the area such as Puerto Morelos, Akumal, Yalku, Punta Nizuc and Cancun Underwater Sculpture Museum and Xel-Há Park.
    As far as waves and boogie boarding are concerned, The Royal Sands, The Royal Caribbean and The Royal Islander are better and there are lifeguards on duty at the resorts during the day (times may vary). Playa Delfines is the other Cancun beach where people go boogie boarding. Please bear in mind however, that on very windy days when the waves are bigger the red flag may be flying at the resorts and if this is the case swimming in the sea is not permitted.
    The beach at The Royal Sands, and all the Royal Resorts, consists of soft white sand.
    If you would like to visit http://www.haciendasisal.com and captainscoverestaurant.com you can see the menus online for two of our Cancun restaurants; Hacienda Sisal is next to The Royal Sands and Captain’s Cove is a five-minute drive or bus ride away. The menu for Los Murales, the signature restaurant at The Royal Haciendas, is also available at http://www.losmurales.com. The menus for our other restaurants are not published online, however, if you would like to see the menu for La Veranda at The Royal Sands, El Conquistador at The Royal Islander and La Trattoria, our new Italian restaurant at The Royal Cancun I would be happy to send you the PDF version via email.
    You can make a reservation by using the contact form at https://www.royalresorts.com/dining-restaurants.asp
    Reservations are only required for Hacienda Sisal, Captain’s Cove, El Conquistador at The Royal Islander and Los Murales at The Royal Haciendas.
    I hope that this helps, please let me know if I can help you with anything else or if you have further questions in the lead up to your stay.

  • cancunjo

    Hi Lorna
    Thank you for letting me know. My Royal Resorts Foundation colleague will be contacting you, if she hasn’t done so already. The email is contact@royalresortsfoundation.org I hope that this helps.

  • Lorna

    Thanks for your response. As of today, I have not heard from you colleague. If you would email me their address, I would be glad to contact them directly. Otherwise I await their email

    Thanks again!

  • cancunjo

    Hi Lorna:
    Thank you for writing to Royal Resorts News and for your family’s interest in doing some sort of community service during your stay. Your help will be very welcome and I am sure that we can find something for you to do. I have shared your post with a colleague who is the coordinator for the Royal Resorts Foundation. She will be contacting you by email to suggest options and to check your travel dates.
    Royal Resorts has strong ties to the community and has supported many local charities over the years. Through the Royal Resorts Foundation, it is looking for more ways to help those in need and it has a number of key causes it supports such as children’s education, the campaign against cancer and conservation http://www.royalresortsfoundation.org.
    You mentioned that you would also like to bring items with you to donate. Scholastic materials, children’s clothing and toys would be good and can be donated to local shelters.
    I hope that this helps.

  • Lorna

    Hi Joanna, I have a question regarding our trip to the Royal Islander in August.

    My son and his friend are coming with us. They are going to be applying to colleges in the fall. Community service is a big attribute on the application. I thought it would be a great benefit if they were able to take a day from vacation in Mexico to perform some sort of community service. My husband and I would also participate along with them.

    My question is this….do you know of any organization in the area we are staying that we can contact? Do you have any thoughts around this…or do you know anyone at the resort that could help us out with this? We are just looking for a day…something to add to their service records and put on applications. If we can find something, it’s a great way of using vacation time for a good cause! I thought of bringing clothes or supplies to a shelter would be one thing….might be lots of other opportunities.

    Thanks for you help

  • Jessica Frank

    Hi Joanna,
    My family and I will be visiting next week for the first time. I booked through a third party and see that our room has a max of 4 but we have a 3 kids and 2 adults. Instead of a bigger room, will the resort allow us to stay in this room since it’s been paid for? Or will they require we move? Or can we pay a small fee for an extra child? My kids are 5, 11 & 12.
    Thank you,
    Jessica.

  • cancunjo

    Hi Donna:
    Thank you for writing to Royal Resorts News.
    In response to your question, yes Hacienda Sisal is included in the REFINE All-Inclusive package now offered at The Royal Sands, The Royal Cancun and The Royal Haciendas. An a la carte menu is available and the restaurant is open for lunch and dinner.
    A few dishes such as lobster, prime steaks, champagne and fine wines are not included in the All-Inclusive package but are available for a surcharge. They are marked on the menu with the Refine package logo.
    Transport to the restaurant is not included for guests staying at The Royal Haciendas.
    I hope that this answers your question, you may also want to visit http://www.royalresorts.com/packages/ if you would like additional information on the package.
    Please let me know if I can assist you with anything else.

  • Donna O

    Is Hacienda Sisal included in the AI? I just read somewhere that it is NOT

  • Keith mirrer

    Thanks again…keith

    KEITH MIRRER

    Sent from my iPad

  • cancunjo

    Hi Keith:
    The El Conquistador is located next to Cayo Largo. I will check up on the Palapa restaurant question for you, however, as far as I know there are no plans to build one.
    If you liked the La Palapa and its ambiance, remember that the original La Palapa is at The Royal Cancun and has a fantastic view of the bay and Isla Mujeres in the distance. I mention it just in case you want to visit your sister resort one day, and of course you may want to try out the new La Trattoria restaurant.
    I hope that this helps.

  • Keith mirrer

    It sure does, thanks. BTW, where in the Islander is the Conquistador located? Also, any plans to build a new Palapa restaurant? Thanks again…keith

  • cancunjo

    Hi Keith:
    Thank you for writing to Royal Resorts News.
    Just in case you didn’t see my response on your earlier post, here it is again:
    Cayo Largo is still open for breakfast, lunch and dinner and Paco’s Tacos for lunch and dinner. You now have a choice of three restaurants at The Royal Islander.
    I hope that this helps.

  • cancunjo

    Hi Keith:
    Thank you for writing to Royal Resorts News. Cayo Largo is still open for breakfast, lunch and dinner and Paco’s Tacos for lunch and dinner. You now have a choice of three restaurants at The Royal Islander.
    I hope that this helps.

  • Keith mirrer

    Oops, I meant Joanna

  • Keith mirrer

    Donna,
    Now that the Conquistador is open, where will we be eating breakfast at the Islander?

  • cancunjo

    Hi Katrina,
    Thank you for writing to Royal Resorts News. I will email you a PDF file with the program of children’s activities available at the Activity Center in The Royal Sands and the separate activities offered by the Kids Club. This is subject to change and does not have days or times. For detailed information please visit the Activity Center when you arrive at the resort. I hope that this helps and that you enjoy your stay.

  • cancunjo

    Dear Christine:
    Thank you for writing to Royal Resorts News. It was wonderful to meet you too and I hope that you enjoyed the rest of your stay.
    I have forwarded your questions to Restaurant Management and as soon as I have the information I will post a response. I hope that this helps.

  • cancunjo

    Dear Mr. Herring:
    Thank you for writing to Royal Resorts News. I have forwarded your post to Restaurant Management and as soon as I have additional information I will respond to your questions.

  • CHRISTINE

    Hi Joanna! It was great to meet you at the Royal Resorts Foundation Children’s Day party last Saturday! We had a great time! It was a great experience for us! We were just wondering how the employees are compensated for tips on the all- inclusive. Someone told us that Royal Resorts gives them 15% of what the checks would be if the food was paid for. Is this correct? We tipped as we always do because we wanted to make sure that they were fairly compensated for their great service, but we want to know, as members, what the resorts policy is on this matter. Thanks!

  • Bill Herring

    Thanks for your input on pricing increases; however, it is our understanding that the increase in VAT taxes is passed along to all members when they pay their bill at the end of the week when one is checking out. Furthermore, the inflationary fluctuations should be reflected in the exchange rate each week. Our concern because we care and love the Royal Resorts is that this increase in Cervesa prices may tend to cause less interest in non-Happy Hour prices. Also, would there not be increased sales to all-inclusive resort visitors resulting in increased revenue from those sales? Over the years, prices have been reasonable because it was apparent that management spread out pricing among all resorts and consumption was heavy. Now, the price of beer inside the resorts appears to stand on its own as a commodity for members and guests.

    Bill and Gail Herring

  • cancunjo

    Dear Michael:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you.
    Yes, Royal Resorts still accepts travelers checks. I hope that this helps.

  • Angela Alavi

    Hello Joanna,
    I would like to know the average price of an entree and perhaps drinks. If the menus have prices, then I would be interested in a copy. Thanks

  • cancunjo

    Dear Mr. & Mrs. Herring,
    Thank you for writing to Royal Resorts News and for your feedback about your stay at The Royal Caribbean.
    With regard to your comments about the price of beers during non-Happy Hour times, we regret that you are disappointed and hope that the following information may help to explain the overall difference that you noticed.
    On January 1, 2014 the VAT tax rate (sales tax) charged in the state of Quintana Roo and northern frontier states such as Baja California was raised from 11% to 16%, thus standardizing it throughout the country. This tax increase has been reflected in the prices you pay for goods and services at the resort and in Cancún and wherever you travel in the Mexican Caribbean.
    In addition, the inflation rate in Mexico has increased in recent months.
    Having said that, Restaurant Management is always looking for ways to enhance the dining and bar experience of members and guests. I sent your comment to them and if I receive additional feedback I will post the information.
    I hope that this helps.

  • cancunjo

    Dear Deborah,
    Thank you for writing to Royal Resorts News.
    We are so happy to hear that you love vacationing at Royal Resorts and hope to welcome you back for many years to come.
    I checked up on your question with the Restaurant Division and am happy to tell you that you may order Enchiladas Verdes at Paco’s Tacos and at The Royal Cancun. Even if they are not on the menu, the kitchen does have the ingredients to make them for you. Just tell your waiter that you would like to order them and the chef will be happy to prepare them for you.

    I hope that this helps and that you enjoy your stay with us in week 35. Please let me know if you need additional information in the run up to your stay.

  • cancunjo

    Dear Angela:
    Thank you for writing to Royal Resorts News. The menu for the new restaurant at The Royal Cancun is not available online but I will be happy to send you a copy via email if you would find it useful. Please let me know.
    You may also want to read the La Trattoria article we published on this blog a few days ago.

  • cancunjo

    Dear James:
    Thank you for writing to Royal Resorts News.
    If you purchase the All-Inclusive package at The Royal Cancun you have access to the gym at The Royal Cancun and yes, you can also use the gym at The Royal Sands if you are planning to spend time at the resort.
    With regard to the Mini Spa at The Royal Cancun and the massages and treatments offered at The Royal Sands and The Royal Haciendas Spas, they are not included in the REFINE All-Inclusive package but are available for an additional charge.

    If you would like to enjoy some Spa time during your stay you may do so and pay the extra cost.The Spa I-Deserve concept enables you to customise your spa experience, choosing the massage or therapy that interests you for the time you want, either 30, 60 or 90 minutes. For more information ask one of the Spa representatives or contact the Spa at ext. 179. REFINE Special Packages, a collection of tours and other activities, available from the Thomas More Travel desk in the resort also features several Spa packages that may be of interest.

    I hope that this helps and that you and your wife have a wonderful stay at The Royal Cancun.

  • cancunjo

    Dear Alicia:
    Thank you for writing to Royal Resorts News.
    The villas at our Riviera Maya resort The Royal Haciendas in Playa del Carmen have hot tubs on the outdoor terraces. There are also large jacuzzis on the pool decks for you to enjoy.
    The latest property in the Royal Resorts group, Grand Residences Riviera Cancun also has hot tubs in the suites. The resort is located on a beautiful beach just to the south of Puerto Morelos and is affiliated with The Leading Hotels of the World®.
    None of the Cancun resorts have hot tubs.
    I hope that this helps and that you and your husband enjoy a vacation at The Royal Haciendas.

  • cancunjo

    Dear Elaine:
    Thank you for writing to Royal Resorts News.
    Interval 50 in 2014 begins on December 13. For future reference, if you log in to the Members Area on http://www.royalresorts.com and click on Membership Services in the menu bar you’ll find the Interval Calendar.
    The Royal Caribbean membership program ends in 2018.
    I hope that this helps.

  • Elaine Gruszczynski Folino

    Hi Joanna, I was just wondering if you could tell me the dates for Interval 50 at the Royal Caribbean this year? Also how many years are left? Thank you, Enjoy your day. Elaine

  • james richings

    hello Joanna. my wife and i are visiting week 19 and 20 at royal cancun. if we purchase the all inclusive package can i utilize the facilities at the royal sands and royal cancun Spa/fitness centre

  • alicia

    Hi Joanna,
    Do any of the Royal resorts have hot tubs not located indoors? My husband refuses to go to a resort that does not have access to a hot tub :) I appreciate your feedback! Thanks – Alicia

  • Angela Alavi

    Hi Joanna,
    Would you happen to know where I could find a menu online for the restaurant at The Royal Cancun?

  • Michael C. Weaver

    Colleen,

    I can help on this one… The Islander has its own restaurant and is adjacent to the Royal Carribean that has its own as well. Another RR restaurant (Captains Cove) is right across the street and RR has a shuttle that will take you to the two other resorts. Shopping too is available at the resorts. And a decent mall is next to the Royal Sands. Other shopping is a short bus ride (an adventure but convienient). The Islander is in the hotel zone, so not too much within walking distance (at least a short walking distance).

    Hope that helps.

  • Michael C. Weaver

    Joanna,

    Do the RR still accept travelers checks? There was talk of them stopping that last year.

    Thanks,

    Michael

  • Katrina

    Hi Joanna,

    Can you please tell me more about the kids activities at the Sands? We will be visiting in June

  • frank zarzar

    Hi Joanna…I owned at the Royal Mayan an have not received my share of the unit sale. Please direct me to someone that can help me. Thank you…..Frank Zarzar

  • Susan

    Joanna,
    would it be possible to get the recipe for the caramelized onions that are served pool-side at the royal haciendas? it was delish!
    Thanks!

  • Colleen Dhami

    Hello Joanna,
    I am wondering if the Royal Islander is within walking distance to shopping and restaurants. We are considering booking a week at this resort for November, but just want to make sure that we would have enough options for dinning. Also, is there any way to view the restaurant menus for the resort?
    Thank you,
    Colleen

  • Bill Herring

    Hello Joanna,

    My wife Gail and I enjoyed a beautiful week at the Royal Caribbean the first week in February. What a wonderful contrast from the weather we left in North Carolina. As usual, enjoying our favorite beverages is an added treat during our trips. However, we were surprised that domestic cerveza (i.e. Corona, XXX, Pacifico) was $4.00 during non-happy hour times. As Royal Islander owners since 1997, we understand the need for the Royal Properties to make a profit to support a large infrastructure. However, we find it a bit “pricey” to be paying that kind of money for a beer and are really limiting ourselves to Happy Hour purchases. We are always eager to complement our beautiful resort but feel it is our duty to comment when something may have adverse consequences. Can management comment on these expensive prices?

    Thanks,

    Bill and Gail Herring

  • CHRISTINE

    Has this forum closed? I haven’t seen any responses in over two weeks.

  • Deborah Litchman

    I last posted a question back in 2009 when I first stayed at a Royal Resorts property (The Royal Mayan). Since then, I enjoyed a stay in July, 2013 at The Royal Caribbean and will be staying at The Royal Islander during week 35 this year. Since La Palapa at The Royal Mayan is now closed, could you check to see if either La Palapa at The Royal Cancun or Pacos Tacos at The Royal Islander serve Enchiladas Verdes on their lunch menu or possibly, their dinner menu?

    I really love them and would have them for lunch at The Royal Mayan and would place several “to go” orders to enjoy in my unit on evenings when I didn’t feel like going to one of the many available restaurants for dinner.

    I see that Hacienda Sisal has them on their menu, but it would be more convenient to get them at one of the above restaurants since I would not have to attempt to get a reservation and, as far as I know, they do not open until 2:00pm.

    I look forward to your response and again being at a Royal Resort. You have spoiled me so that I will not vacation in Cancun unless I can reserve a 1 bedroom unit at one of your properties.

    Thanks.

  • Janet Daily

    Hi Joanna!
    I will be enjoying my week at my home resort Royal Sands in April and would love to spend a day at the Royal Hacienda. Is this possible and, if so, how would I arrange this?
    Thank you ~
    Janet

  • Leena

    Hi Joanna (hit send a little too fast on that last one!) I was also wondering about the shuttle times for travelling into Playa del Carmen. I saw a post on the Haciendas facebook page indicating there were changes to the service, but the link was broken so I am curious what changes had been made and what service we can expect to take us into town during our stay.

    Thanks!
    Leena

  • Leena

    Hi Joanna,
    Excited to be coming to the Royal Haciendas in a few weeks. Is there anywhere I can find information on booking spa treatments on site? I am hoping to have an in room massage for my husband and I on our first day :)
    Leena

  • CHRISTINE

    Joanna, we are Royal Cancun members (44/45) that have booked an 11 night stay at The Royal Cancun beginning on April 26 to see what the all inclusive will entail. We will be there until May 7. We purchased an all inclusive beachfront room and we are wondering if there is any way to find out what our villa number will be? As members we are hoping to get the best available room. Also, do you have to have reservations for the show at Pancho & Willy’s on Monday night(Apr 28 & May 5) and if so can we get them arranged before we arrive on the 26th so it isn’t already filled up before we get there? Thank you for any help you can give us!! I can’t wait to be back home! Only 55 days!

  • cancunjo

    Hi Norman,
    Thank you for writing to Royal Resorts News. You can find the Owner Loan form (downloadable PDF) in the Members Area on http://www.royalresorts.com You need to log in to the Members Area with your member ID and look for Membership Services in the menu bar, scroll down until you find Owner Loan and you’ll find the information and the aforementioned form.
    I hope that this helps.

  • cancunjo

    Hi Linda:
    Thank you for writing to Royal Resorts News. Is the payment for your Club Service Fee or week, if so, you need to contact Interval Servicing Co (the membership services company), here are the contact numbers: US/Canada 1-800-930-5050, Mexico 001-800-930-5050, Elsewhere 954-485-5400. I hope that this helps. If this is not what you need, please let me know and I will be happy to assist you.

  • Norman Gessman

    Joanna

    Where do I find the forms to assign usage of mt villa?

  • Linda Bonnar Nelson

    need help finding a number to make a payment

  • cancunjo

    Hi Amy:
    Thanks for writing to Royal Resorts News. The phone number is as follows +52 998 881-0100, this will put you through to the Royal Resorts switchboard and all your in-laws need to do is ask for The Royal Islander Front Desk. They can also give your name and the operator will transfer their call to your villa.
    I hope that this helps and that you enjoy your vacation.

  • cancunjo

    Dear Christine: Thank you for writing to Royal Resorts News. If you book your stay at The Royal Haciendas through Travelocity, your All-Inclusive package includes the daily rate for your room or suite, food and beverages (all restaurants and bars at The Royal Haciendas and at The Royal Sands, buffet or a la carte menu), beach and pool food and drink service, deli snacks and coffee, room service, sports, activities and entertainment, non-motirized water sports (snorkeling, kayaks) use of the fitness center, kids club for children aged between 4 and 12 years, mini bar stocked with non-alcoholic beverages and beer and coffee in your room or suite (both replenished daily), daily maid service, turndown service, bathrobes, toiletries, valet parking, taxes and tips, access to all-inclusive services and amenities at The Royal Sands in Cancun (transport not included). You also have access to the following restaurants in Cancun (Captain’s Cove, Hacienda Sisal and Pancho & Willy’s Bar (transport not included).
    Certain premium food and drink options such as lobster are not included but are available for a surcharge.
    Please visit http://www.royalresorts.com/packages for full details of the REFINE All-Inclusive package and what is included.

    I hope that this helps, if you have additional questions in the lead up to your vacation please let me know.

  • Traci Tyo

    Rich &/or Joanna, I’d love to know more about this as I just got off the phone with Interval Services and was told this is not the case. Can anyone help clarify? Thanks!!

  • Amy Pratt Graziano

    I need a phone number for the front desk at Royal Islander. I need to leave this as contact info for my in-laws. They will be watching my kids week 6 while my husband and I are in Cancun. Thanks.

  • Christine Newel

    We are planning to book a 7 day rental stay at The Royal Haciendas through Travelocity for April 8 – 15th, 2014. Since this is prior to the New REFINE All Inclusive updates, what will we receive in our all inclusive package?

  • cancunjo

    Hi Linda:
    Thank you for writing to Royal Resorts News. If your guests are staying with you in the villa then the answer is, no, they do not have to purchase the REFINE All-Inclusive package. If you will not be present when they use your villa then it would be an Owner Loan. The Owner Loan PDF form you need to fill in and send is available in the Members Area of http://www.royalresorts.com (member log in required). In the menu bar look for Membership Services and scroll down to Owner Loan where you will find instructions and the aforementioned form. I hope that this helps.

  • Linda Bonnar Nelson

    Do our guests have to buy a package or leave a deposit when they are there

  • Linda Bonnar Nelson

    do guest of members have to buy a package while they are staying at the resort

  • Barbara Seifried

    Thank you, Joanna. I have sent you a more detailed e-mail response.
    Have a good day.
    Regards,
    Barb

  • cancunjo

    Hi Greg:
    We understand that you are disappointed that the restaurant will not be open in February, but it will be waiting for you on your next trip to Cancun. Apart from Captain’s Cove and Hacienda Sisal, another Valentine’s Day option might be a romantic dinner on the beach or the terrace of your villa. These can be organised through the Special Events department, email restaurants@royalresorts.com
    Just an idea.

  • Greg Scherr

    thanks for the info. it is disappointing to learn they will not be open. They have had only two years to realize that something must happen by the end of Jan 2014 ?????

    Good new though that they will be back we look forward to that.

    Captains Cove is a very nice place and we eat there a lot, but it is not the ElConquistador. :~(

    GS

    _____

  • cancunjo

    Hi Dan:
    Thank you for writing to Royal Resorts News. I had replied to your question but realise that I could have added more information to my response, here it is again:

    I recommend that you visit the Thomas More travel desk during your next stay at Royal Resorts. Apart from trips to the eco parks, they also offer sell admission tickets to the parks and can assist with van rentals if you decide to make your own way there.

    Another option you may want to consider if you would like to visit more than one of the parks, for example Xcaret and Xel-Ha, is the Eco Parks Adventure Package in the Special Packages Collection on http://www.royalresorts.com/packages. This package gives you the opportunity to visit two parks of your choice at a special rate. Tours and activities in the Special Packages collection may also be purchased at the Thomas More Travel tour desk in your resort.

    I hope that this helps.

  • cancunjo

    Hi Linda:
    Thank you for writing to Royal Resorts News. Your villa at The Royal Haciendas has a capacity for six people so if they are staying with you in your unit and arriving at the same time as you do, you don’t have to do anything. If they are arriving at a different time of the day and will be there before you then it would be a good idea to notify the resort giving the names of your travel companions and their arrival time so that Front Desk staff know to expect them and can identify them as your guests. The email you can contact for this purpose is: recepcionrh@royalresorts.com
    I hope that this helps. Please let me know if I can assist you with anything else in the lead up to your May vacation.

  • cancunjo

    Dear Barbara: Thank you for writing to Royal Resorts News. With regard to your question about the launch of the REFINE All-Inclusive package at The Royal Cancun on April 26, 2014 and the additional amenities that will be available at the resort, I can answer the following. A second restaurant –an Italian Trattoria serving pastas, pizzas and other traditional dishes– will be opened at the resort to giving you greater choice. There will be a Lobby Bar, 24-hour room service, a supervised Kids Club (for children aged 4 to 12 years old) and more activities such as theme buffets and other entertainment. I hope that this helps, please let me know if you have further questions.
    You might also like to visit http://www.royalresorts.com/packages or click on the links at the bottom of the email you received which will take you to a page with more details. If you did not receive the email that was sent late last week, please let me know and I will arrange for it to be sent to you.

  • cancunjo

    Dear Greg:
    Thank you for writing to Royal Resorts News. I apologise for the delay in getting back to you with the information about El Conquistador, I had asked but as the logistics for the El Conquistador move are still being worked out, I have only just received general details. The restaurant will be moved to The Royal Islander and will be in the vicinity of Cayo Largo, however I am afraid that it will not be open when you are due to come down for your February vacation. It will reopen some time during late spring and we will be sharing more news with members on this as it becomes available.
    I realize that this may disappoint you as it will not be open for Valentine’s Day, but perhaps you might like to consider Captain’s Cove as an alternative where you can enjoy cocktails at sunset and then dinner under the stars on the shores of the lagoon. If you would like to make a reservation prior to your trip, you can write to restaurants@royalresorts.com
    I hope that this helps, please don’t hesitate to contact me if you have further questions in the lead up to your stay.

  • cancunjo

    Hi Nancy:
    Here is an update on my earlier response about Mexican Night at The Royal Mayan. As I mentioned, it will be available until February 1 at The Royal Mayan. When the resort closes, this popular evening event will be moved to Pancho & Willy’s Bar across the road next to Captain’s Cove. It will still take place on Mondays at Pancho & Willy’s from 5 to 9:50 p.m. and will feature a Mexican buffet, margaritas and a folk dance show from 7 to 8 p.m. I hope that this helps.

  • Joanna Green

    Dear Greg:
    Thank you for writing to Royal Resorts News. I apologise for the delay in getting back to you with the information about El Conquistador, I had asked but as the logistics for the El Conquistador move are still being worked out, I have only just received general details. The restaurant will be moved to The Royal Islander and will be in the vicinity of Cayo Largo, however I am afraid that it will not be open when you are due to come down for your February vacation. It will reopen some time during late spring and we will be sharing more news with members on this as it becomes available.
    I realize that this may disappoint you as it will not be open for Valentine’s Day, but perhaps you might like to consider Captain’s Cove as an alternative where you can enjoy cocktails at sunset and then dinner under the stars on the shores of the lagoon. If you would like to make a reservation prior to your trip, you can write to restaurants@royalresorts.com
    I hope that this helps, please don’t hesitate to contact me if you have further questions in the lead up to your stay.

  • Joanna Green

    Dear Barbara: Thank you for writing to Royal Resorts News. With regard to your question about the launch of the REFINE All-Inclusive package at The Royal Cancun on April 26, 2014 and the additional amenities that will be available at the resort, I can answer the following. A second restaurant –an Italian Trattoria serving pastas, pizzas and other traditional dishes– will be opened at the resort to giving you greater choice. There will be a Lobby Bar, 24-hour room service, a supervised Kids Club (for children aged 4 to 12 years old) and more activities such as theme buffets and other entertainment. I hope that this helps, please let me know if you have further questions.
    You might also like to visit http://www.royalresorts.com/packages or click on the links at the bottom of the email you received which will take you to a page with more details. If you did not receive the email that was sent late last week, please let me know and I will arrange for it to be sent to you.

  • Barbara Seifried

    As long-time owners at The Royal Cancun, we would like to know what the “additional amenities” are that are referred to with regard to the AI program. Having only The Palapa does not lend the resort to all inclusive. The staff is great but the rather limited menu (which basically hasn’t changed in the past 20 years) somewhat limits your options. We did do the AI last year at The Royal Haciendas and enjoyed it but we were somewhat put off by the number of menu items that carried a supplemental charge (lobster OK, but some of the items I would not consider “premium”).

  • Joanna Green

    Hi Linda:
    Thank you for writing to Royal Resorts News. Your villa at The Royal Haciendas has a capacity for six people so if they are staying with you in your unit and arriving at the same time as you do, you don’t have to do anything. If they are arriving at a different time of the day and will be there before you then it would be a good idea to notify the resort giving the names of your travel companions and their arrival time so that Front Desk staff know to expect them and can identify them as your guests. The email you can contact for this purpose is: recepcionrh@royalresorts.com
    I hope that this helps. Please let me know if I can assist you with anything else in the lead up to your May vacation.

  • Linda Bonnar Nelson

    hi we are owners at the royal haciendas and we are bringing 2 more couples with us what do we need to know or do before we get there in may

  • cancunjo

    Dear Dr. Rattehalli:
    Thank you for writing to Royal Resorts News. I have forwarded your query to the Sales & Marketing Manager and I am sure that he will be in contact with you to provide information about Grand Residences and the options that exist. I hope that this helps.

  • Ashok Rattehalli

    I am an owner at Royal Resorts for the past 13 years..is there any provision to upgrade from this pent house unit to Grand Residences?
    Dr Ashok Rattehalli

  • Joanna Green

    Dear Nancy:
    Thank you for writing to Royal Resorts News. The Mexican Night at The Royal Mayan will be available until February 1. I am checking to see if it will be rescheduled after that date at another resort and will post an additional response when I have further information. I hope that this helps.

  • Joanna Green

    Hi Dan:
    Thank you for writing to Royal Resorts News. I recommend that you visit the Thomas More travel desk during your next stay at the resorts. Apart from trips to the eco parks, they also offer sell admission tickets to the parks if you decide to rent a car and make your own way there. I hope that this helps.

  • Nancy Krech

    We will be at the Sands weeks 4,5 and 6 (with guests week 5) and always enjoy taking our guests to the Mexican buffet and show at the Mayan. What is the plan for the buffet and show after the Mayan is no longer Royal? We hope it isn’t going away.

  • Dan Freeman

    We’d like to go to one of the eco parks but understand that transportation to/from nearly doubles the cost. Is it more cost effective to simply rent a van for a our group of 12?

  • Richard Grimm

    Joanna, I just spent 2 weeks at RH. I think Royal resorts should post here about the changes taking place next year as the RCI relationship begins. For example owners should be aware that they will no longer be able to do internal trades within The Royal system unless they buy a Platinum level RCI Signature membership. The cost for a 5 year contract is $2500 payment up front, no yearly fee for years 1-2, and $199/year for years 3-5. Exchanging through ISCO/Interval Interval International will no loner be an option. All the details need to be spelled out.

    Thanks,
    Rich Grimm

  • John Monda

    Joanna

    We are RI owners since construction…This January we will be staying at
    the RH..I understand they are now all inclusive..however optional for RR
    owners…My question is how are the prices for all the restaurants in comparison
    to when they were pay as you go…Some hotels jack up the menu pricing to
    encourage you to join the all inclusive…Are there any on links to the menus??
    If anyone else reading this has any info feel free to reply..It would be greatly
    appreciated..

  • Greg Scherr

    Hi Joanna, can we make reservations for Feb 14 at the El Conquistador. We are there week six and would like to try it in it’s new locations thanks

  • James Fitzpatrick

    Hi Joanna I realize the royal mayan is closing will there be any rooms available for rentals in 2014 Thank You

  • Amanda Bartolotta

    Hi!
    We just returned from our honeymoon at The Royal Playa del Carmen. We loved it! We had such an amazing time! Our favorite drink there was the funny monkey or funky monkey (not sure haha). It had mango and banana and cream and I’m not sure which alcohol. Would you be able to post that recipe? We would love to make them at home until we are back at The Royal again!

    Thanks!
    Amanda

  • Elizabeth White

    Joanna,

    My husband and I just returned home from our two weeks at the Royal Sands (our third year). We absolutely LOVE the green healthy juice at La Veranda. Our waiter told us the ingredients but not the proportions (which make all the difference to getting the correct taste). I know there is pineapple and orange juice, celery, parsley, spinach and cactus (told it was prickley pear leaf). Would you be able to find out the recipe? My husband and I were inspired to start a healthier lifestyle and this is a delicious, healthy way to start the day. I appreciate your help!

  • Camille

    We will be visiting Royal Cancun the week of November 9 th. The interval site indicated scuba diving is available on site. I can’t seem to find any info on costs or whereabouts. Can u help

  • Kenneth

    Joanna,
    We are here in Merida at the El Castello. The suite which we were given is not up to the standards which we have become accustomed to at the other properties. When we asked to see another suite, we were told that “Royal Resorts” tells the resort which rooms to place us in. ??

  • cancunjo

    Dear Stacy:
    Thank you for writing to Royal Resorts News. Here is the link to the Royal Resorts Interval calendar so that you can check your 2014 dates.
    http://www.royalresorts.com/interval-calendar.asp
    I hope that this helps, please let me know if I can assist you with anything else in the lead up to your vacation. We look forward to welcoming you back in 2014.

  • Joanna Green

    Dear Aziz:
    Thank you for writing to Royal Resorts News. Thomas More Travel, the in-house travel agency at Royal Resorts offers an airport transportation service to the resorts, including The Royal Caribbean, in shared or private vans. The rates are as follows:

    Shared Transport
    $21.00 USD per person, round trip or $11.50 USD per person, one way.
    This service is available to meet flights arriving between 7 a.m. and 9:45 p.m. and you would be sharing the van with other Royal Resorts members and guests.

    Private Vans
    Available through the day, the private service to the Royal Resorts in Cancun costs $55.00 USD per vehicle one way (1-7 passengers) or $65 USD per vehicle one way (8-10 passengers) and $120.00 USD per vehicle round trip (8-10 passengers).
    Prices are subject to change due to fluctuations in the exchange rate.

    If you would like to make a reservation you do need to do so at least 48 hours prior to your arrival in Cancun. You may use the online form available on this page http://www.royalresorts.com/app/forms/airport_transfers.aspx or send an email to airportservice@thomasmoretravel.com listing the names of everyone in your travel party, number of adults and children 4 to 12 years old (if any), date of arrival, airline, flight number and arrival time, resort, villa number or confirmation number, departure date and departure time, departure flight number, your telephone and email.

    I have forwarded your query to Thomas More Travel and they may contact you directly to assist you with your request.

    I hope that this helps and that you enjoy your vacation.

  • cancunjo

    Dear Aziz:
    Thank you for writing to Royal Resorts News. Thomas More Travel, the in-house travel agency at Royal Resorts offers an airport transportation service to the resorts, including The Royal Caribbean, in shared or private vans. The rates are as follows:

    Shared Transport
    $21.00 USD per person, round trip or $11.50 USD per person, one way.
    This service is available to meet flights arriving between 7 a.m. and 9:45 p.m. and you would be sharing the van with other Royal Resorts members and guests.

    Private Vans
    Available through the day, the private service to the Royal Resorts in Cancun costs $55.00 USD per vehicle one way (1-7 passengers) or $65 USD per vehicle one way (8-10 passengers) and $120.00 USD per vehicle round trip (8-10 passengers).
    Prices are subject to change due to fluctuations in the exchange rate.

    If you would like to make a reservation you do need to do so at least 48 hours prior to your arrival in Cancun. You may use the online form available on this page http://www.royalresorts.com/app/forms/airport_transfers.aspx or send an email to airportservice@thomasmoretravel.com listing the names of everyone in your travel party, number of adults and children 4 to 12 years old (if any), date of arrival, airline, flight number and arrival time, resort, villa number or confirmation number, departure date and departure time, departure flight number, your telephone and email.

    I have forwarded your query to Thomas More Travel and they may contact you directly to assist you with your request.

    I hope that this helps and that you enjoy your vacation.

  • Joanna Green

    Dear Al:
    Thank you for writing to Royal Resorts News. I have forwarded your request to the Golf & Restaurant Reservations Center for them to contact you and book your tee times. The current discounted green fees for Members at the Nick Price-designed Grand Coral course are as follows: Low season $90 US (valid until Oct. 31, 2013), High season rate $124 US (valid from Nov 1 to April 2014). Monday Golf Tournament $90 US. Twilight green fee $60 US after 1 p.m. Green fees include golf cart, game accessories, use of the club house facilities and transport for reservations of two or more adult players staying at the same resort (subject to availability). The course is open from 6 a.m. until it gets dark. Rates are subject to change without prior notice.
    I hope that this helps. Enjoy your stay at The Royal Haciendas and your golf!

  • Joanna Green

    Hi Laura:
    Thank you for writing to Royal Resorts News. New Year’s Eve dinners or buffets are offered at the Royal Resorts restaurants. I contacted the Restaurant Division and should be able to publish preliminary details in the next few days. As soon as I have more information I will let you know.

  • Juleen Henderson

    We have used USA Transfers (www.usa-transfers.com) the last two years and have been very happy with them. They only offer PRIVATE transfers, so you do not have to wait on other guests for pickups and/or dropoffs. They are very prompt. I highly recommend them. We have also used Thomas More Travel, but find comparable or better rates with USA Transfers for private vs shared transportation. Cancun Valet is another option, but we do not have any personal experience with them. Enjoy the Caribbean!

  • ccawker

    also,you might want to play Felix if you are up to a challenge,he is one of the 2 activities people,and I have known him for years and the kindest and most gracious person you will ever meet

  • Duy Vu

    Thanks so much for the info. Royal Cancun needs to updater their website.

  • ccawker

    yes,they do have a ping pong table..we stay weeks 44 and 45

  • Al Schroeder

    Hi Joanna,
    We will be coming to the Haciendas week 43, how can I book tee times at the Nick Price course ahead of time?
    Also what is the member rate? Your help is appreciated .
    Thanks, Al

  • Laura

    Hi Joanna, I will be travelling to Cancun with my little daughter (3 years) next December. I would like to know what we can do for New Years Eve. Thanks. Laura.

  • Joanna Green

    Hi Jean:
    Thank you for writing to Royal Resorts News. Yes, Thomas More Travel offers a shuttle service from The Royal Haciendas to Cancun on Thursdays. The departure time from The Royal Haciendas is 11:30 a.m. and the bus leaves Cancun at 6 p.m. for the return journey. The fare is $25 US per person, round trip.
    If you would like to visit Cancun at any other time during the day or on a different day, a private transport service is also available through Thomas More Travel and there are two different options. Option 1: $160 US for the van, drop off and pick up in one place; Option 2: $230 US for the van and the driver if you wish to make multiple stops and visit different places in Cancun.
    You may book transport online at http://www.thomasmoretravel.com or directly at the tour desk in The Royal Haciendas.
    I hope that this helps, please let me know if I can assist you with anything else.

  • cancunjo

    Hi Judy
    Just to follow up to my original response, the Guest Services Manager is asking if you can send the names of your daughter and her family to the Guest Services Manager at The Royal Mayan so that they can add them to the reservation. Please send them to jhernandez@royalresorts.com

  • cancunjo

    Hi Sandy:
    Thank you for writing to Royal Resorts News. It is Maintenance Week at The Royal Sands this week and the pools are being cleaned. They will be filled with water by Friday and ready for your arrival on Saturday! I hope that this helps.

  • cancunjo

    Dear Judy: Thank you for writing to Royal Resorts News. I have forwarded your question to the Guest Services Manager at The Royal Mayan so that he and his staff can look out for your daughter and her family on Saturday.
    As you know check in at the resorts is at 4 p.m. but it may be possible for your daughter to occupy the unit earlier although the maid may not have finished cleaning it.
    I hope that this helps and that you and your family have a wonderful vacation.

  • Sandy Haas Piper

    Is there any dancing at the resort? Live music? Shows?

  • Sandy Haas Piper

    Hi Joanna,
    We arrive this Saturday, staying two weeks at the Royal Sands, please tell me why the pool appears to be covered on the live webcam – hoping this does not mean the pool is closed.

  • Aziz Karsan

    What arrangements should we make to get transportation from Cancun Airport to The Royal Caribbean for week 43? Is there a courtesy bus to the resort? We (2) arrive in Cancun by American Airlines at 3:10 PM on 10/26 from Boston via Miami.
    Thank you
    Aziz Karsan

  • judy schroll

    Hi Joanna, We are coming to the Royal Mayan for week 41. We aren’t arriving until 7:30 p.m., but our daughter and her family will be joining us, and they will arrive at 12:30 p.m. Will they be able to get into the Villa if we write a letter explaining the situation? I hope so!
    Thank you, Judy Schroll

  • Jean

    My group will be a the Royal Haciendas in November and I was wondering if this is still a day trip to Cancun and what are the hours for departure in the morning and afternoon? We did it a few years back and spent the afternoon at the Sands.

  • cancunjo

    Dear Mrs. Meyer. Thank you for writing to Royal Resorts News. I apologise for the delay in contacting you. I did check with the Executive Guest Services Manager and while we do have cribs and cots for children, they are for babies and toddlers. They are not large enough for a child aged seven. I am sorry that I can’t be of more help here.

  • cancunjo

    Dear Julianne: I forwarded your questions to the Reservations Center and I think you have probably been contacted by now regarding your comment about the rate. In response to your other questions, yes, the lagoon view villas are still closed and will remain so until occupancy improves. Members who are due to occupy these units during their weeks are being contacted prior to their trip and assigned other villas at the resort.
    It is important to note that all services and activities at The Royal Cancun are available as normal for members and guests.
    Finally, yes, you can show your member card to take advantage of any member discounts that may be available at the restaurants at The Royal Cancun and its sister clubs. Upon arrival at the resort be sure to request your copy of the Concierge Guide for a listing of the discounts also available for Royal Resorts members at many local restaurants.
    I hope that this helps. Please let me know if I can assist you with anything else in the lead up to your vacation.

  • cancunjo

    Dear Laurie: Thank you for writing to Royal Resorts News. The REFINE All-Inclusive package at The Royal Sands is optional for Royal Resorts members, you do not have to purchase it. If you would like additional information I recommend that you visit http://www.royalresorts.com/packages where you’ll find a description of the all-inclusive package, program rules and a FAQ section. You’ll also find details of the Special Packages, a collection of tours, spa, romance, dive and golf packages which are also optional for members and are available from Thomas More Travel. I hope that this helps and that you enjoy your vacation.

  • cancunjo

    Hi Fern:
    Thank you for writing to Royal Resorts News. You do not have to purchase the All-Inclusive package if you are renting a suite at The Royal Sands. The REFINE All-Inclusive package is optional for Royal Resorts members regardless of how they are staying at the resort, i.e. occupying their own unit, rental, owner loan, internal exchange or an exchange through an international exchange company. The only exception to this rule would be if you rented a villa through an online travel agency (OTA) such as Expedia as the all-inclusive package is factored into the daily rate and there is no way for the OTA to identify you as a Royal Resorts member.
    You can find more information on the all-inclusive packages, program rules and an FAQ section at http://www.royalresorts.com/packages
    I hope that this helps.

  • cancunjo

    Hi Jen:
    Thank you for writing to Royal Resorts News. The wet area comprises the sauna, steam room, inhalation room and Jacuzzi. I hope that this helps.

  • cancunjo

    Dear Mr. Richard: Thank you for writing to Royal Resorts News. In response to your question, the company is called Sibra Diestra S.A. de C.V. and it intends to operate the property as a hotel. We do not know what its plans will be when it takes possession of the resort in February 2014 but we imagine that you will be able to visit the restaurants you love so much. Many members have asked us about El Conquistador and we hope to have information for you soon. I hope that this helps.

  • cancunjo

    Dear Nicole: Thank you for writing to Royal Resorts News. Congratulations on your upcoming wedding anniversary. I hope that you have a wonderful vacation. In response to your question, if you visit http://www.royalresorts.com/packages, in addition to the all-inclusive packages at The Royal Haciendas and The Royal Sands which do not include the Spa, you’ll also find the Special Package Collection. This features spa, romance, tours, dive packages and more. These packages are available at all the Royal Resorts through the tour desk and are optional for members and guests and a great way to enrich your vacation experience even further. Several Spa packages are available, here is the link to the descriptions: http://www.royalresorts.com/packages/spa-packages.asp#spa I am also sending you the link to the Romantic Celebration packages, one of which includes a romantic dinner for two on the beach or in your villa, a couples massage, a bottle of wine, fruit dipped in chocolate and a special gift. Link: http://www.royalresorts.com/packages/romance-packages.asp#romance The price list for the special packages is available in a PDF file on the same page. If you would like to reserve a package or need additional information, please contact Thomas More Travel at vtm@royalresorts.com or visit the tour desk upon arrival at your resort. I hope that this helps, please let me know if I can assist you with anything else in the lead up to your vacation.

  • Duy Vu

    Hi Joanna,
    We have stayed at the Royal Mayan, Royal Carribean, Royal Islander. We will be staying at the Royal Cancun next spring. We really enjoyed playing ping-pong previously. It seems like the Royal Cancun does not offer ping pong tables. Is this true?

  • cancunjo

    Dear Dorothy: Thank you for writing to Royal Resorts News. With regard to your question about the Mexican Night and El Conquistador at The Royal Mayan eventually transferring to another resort, this is still being analysed and as soon as we have information we will notify members.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • cancunjo

    Dear Dorothy:
    Thank you for writing to Royal Resorts News.
    I apologise for the delay in getting back to you.
    The All-Inclusive package at The Royal Sands or The Royal Haciendas will always be optional for Royal Resorts members, regardless of how they are staying at the resorts: I.e. Using their own week, an owner loan, a rental through the Reservations Center or a private rental or an internal or international exchange. You decide whether you wish to purchase it or not. The only exception to this rule is if you rent a villa or a room at the aforementioned resorts through an online travel agency such as Expedia. In this case, the all-inclusive plan is included in the daily accommodation rate that you would pay. Expedia has no way of identifying you as a Royal Resorts member.

    With regard to your comments about The Royal Cancun, the All-Inclusive package is only available at The Royal Sands and The Royal Haciendas, not at The Royal Cancun. There are no plans at this time to extend it.

    For additional information on the All-Inclusive package at The Royal Sands and The Royal Haciendas, the program rules and a useful FAQ section, I recommend that you visit http://www.royalresorts.com/packages You’ll also find descriptions of the Special Packages (tours, spa, golf and more) that are also part of the REFINE Package Collection. These are optional for members and non-member guests and may be booked online or at the Thomas More Travel tour desk in all the resorts.

  • Alice Preston

    does the Islander provide same sex marriages that are recognized by the US federal Gov.? if so how does it work our state does not have legalized same sex marriage. Our Federal Government does recognize it but how do we get a legal certificate in MX. How does it work with male and female weddings?
    Alice
    excalgal65@gmail.com

  • Janice Meyer

    Joanna: Are cots still available for children? Age 7?

  • Traci Tyo

    Thank you Joanna, hope you had a great respite! We’re here now & having a wonderful time, as always!

  • Sam Santos

    Hi Joanna
    I am travelling later this month to the Royal Caribbean with my family (6 in total) staying in a 2 bed villa on an exchange. My Son has mentioned he would like to come too and I read on the Resort tips that you can pay for an additional person at $25 US per day. Please can you let me know how I can arrange this, as I dont want him to book a flight only to find out he is unable to stay with us in the villa.
    Many Thanks!
    Sam

  • cancunjo

    Dear Miguel:
    Thank you for writing to Royal Resorts News. Royal resorts has five resorts in Cancun: The Royal Sands, The Royal Cancun, The Royal Mayan, The Royal Caribbean and The Royal Islander and one in Playa del Carmen called The Royal Haciendas. For information on rates I recommend that you visit http://www.royalreservations.com
    If you would like to talk to a Reservations Center representative I will be happy to assist you.
    The Royal Resorts website is http://www.royalresorts.com and there you’ll also find detailed descriptions of the resorts and the amenities they offer.
    I hope that this helps and that you and your family have a great vacation in Cancun.

  • cancunjo

    Dear Roni:
    I hope that you were able to release baby turtles during your stay.

  • cancunjo

    Dear Traci:
    Thank you for writing to Royal Resorts News. I was away for a few days and had not seen your second question, I’m sorry about that. In response to your question, yes, the activities for children offered by the Activities Center are available and in fact you may find that there are new and different things for your daughters to do. To give you some examples of activities currently available at The Royal Sands, the program includes sand castles, pool games, making piñatas, mini olympics, treasure hunt, t-shirt painting, Mexican lottery. The program does vary slightly from month to month but the most popular activities are permanent. The activities are free except for some of the craft sessions such as t-shirt painting or bracelets which have a small charge to cover the cost of materials.
    The Royal Sands also now has a Kids Club which offers additional activities for children aged 4 to 12 years. There is an enrollment fee.
    The use of the Kids Club is included in the REFINE All-Inclusive package.
    I hope that this helps and that you and your family enjoy your vacation.

  • cancunjo

    Dear Mr. Cramer:
    Thank you for writing to Royal Resorts News. First of all we would like to congratulate your daughter on her upcoming marriage.
    I have forwarded your query to the Reservations Center and will shortly have more information for you.

  • Cristóbal Galindo

    Hi Kim!

    Yes there are hi-chairs available. You have to ask for it at front desk at your resort, please write to the corresponding email. You will find all emails in this link: http://www.royalresorts.com/directory.asp just scroll down to the bottom. Warm Regards!!!

  • Cristóbal Galindo

    Hi Diadette, I’m sending this question righ away to the sales team and I’ll give you an answer asap. Warm Regards.

  • Diadette Liles

    Hello,

    We are inviting some friends to join us in Cancun for our week 4 stay at the Royal Islander. It’s my husband and I and our daughter who is 12. The family of 5 we are inviting is the husband and wife and their 3 kids. 19, 13 and 9. I know that our occupancy is 6 and also know that we can pay extra for more people in our villa. Since the extra people are kids under the age of 17, I didn’t know how much extra we would have to pay. I couldn’t find this information on the Royal Resorts website. Any information you can give me would be greatly appreciated. Thank you.

  • Neil Cramer

    HI Joanna,
    My Daughter is celebrating her honeymoon in November at the Sands with a Royal Resorts week we gave her through Interval International. She would lke to take advantage of the all inclusive and prepay at the member rate of $79.00/day per person for the six days she will be there. How would she go about doing that?
    Thanks

  • Traci Tyo

    Hi Joanna,
    Thinking you may have missed my last post inquiring about the Kids Activities offered at the Royal Sands. Can you confirm for me whether or not there have been any changes to the programs which were previously offered in past years. I am hoping the all-inclusive packages have not impacted the wonderful programing that was always available to members & their guests. Our girls have always enjoyed participating and are looking forward to doing so again this year. I’d really appreciate any insights you can provide. Thank you!!

  • Kim

    Hi Joanna,
    Are there hi-chairs available for use in the Condos?
    Thanks!

  • Traci Tyo

    Hi Joanna, I’d be very interested in knowing about this as well for the Royal Sands as our 2 girls are looking forward to participating in activities as they always have in the past. Thank you again!

  • Traci Tyo

    Thanks Joanna! My husband will be thrilled to know Paella is still available. PS Please excuse me, new to your site and intended this be posted below Susan’s questions regarding the Welcome Party.

  • cancunjo

    Dear Tracy: Thank you for writing to Royal Resorts News. I will be happy to pass on your comments. Paella is currently available at The Royal Sands on Sundays as part of the Food & Beverages Summer program, which also includes ceviches and seafood cocktails and fresh fruit booths.
    I hope that this helps.

  • Traci Tyo

    Hi Joanna, it would be wonderful it they’re able to reinstate some sort of Welcome Party, even if it didn’t include free alcohol, but the party itself and wonderful paella for sale were always a family favorite! Would you be kind enough to pass along this input and see if they can’t come up with a good compromise for everyone? Thank you so very much!

  • cancunjo

    Dear Kaytee: Thank you for writing to Royal Resorts News and for telling me about your experience. I have forwarded your post to Resort Management and will write again when I have a response. The things you mention are published in the in-room Resort Tips guide.
    With regard to the hammock, I was under the impression that the Guest Services Manager had notified the guests that it was against the rules to hang it, however I may have been mistaken.
    I hope to have additional information to share with you shortly.

  • cancunjo

    Dear Nancy: Thank you for writing to Royal Resorts News. I have only just received your question and apologise for the delay in the response. I have forwarded your request to the Reservations Center and a representative will be contacting you shortly. I hope that this helps and that you are able to book a week.

  • cancunjo

    Dear Susan:
    Thank you for writing to Royal Resorts News. With regard to the Welcome Party at The Royal Sands, I regret to inform you that at this point of time it is not being held, however there is a Sunday afternoon Welcome boat trip for members at The Royal Sands. Your Concierge will be able to give you information about this and other events organised during the week by the Marketing & Sales Division. The schedule varies considerably.
    I am sorry that you are disappointed and that I cannot be of more help here. I have forwarded your comment to the Marketing & Sales department.
    If the Welcome Party at The Royal Sands is reinstated I’ll certainly let you know.

  • cancunjo

    Dear Bill:
    I have just received and responded to your earlier question. I hope that you are able to see it. I will check the chronological order issue with my web designer colleagues tomorrow. i hope that this helps.

  • cancunjo

    Dear JoAnn:
    Thank you for writing to Royal Resorts News. Yes, if you are a Royal Resorts Member you can pre-register for your weeks. Visit the Members Area on http://www.royalresorts.com and login as a Member. On the Menu Bar you’ll see a list of Membership Services, click on Preregistration and you’ll be able to start the process. I hope that this helps. Please let me know if I can assist with anything else in the lead up to your vacation.

  • cancunjo

    Dear Bill: Thank you for writing to Royal Resorts News. I apologise for the delay in getting back to you. Your question has just registered, I am not sure why it didn’t before and I will also check with my web colleagues to see what can be done about the chronological order.
    It’s nice to see you again!

  • Kathy

    Joanna,

    Thank you for your response. It’s disappointing to learn that hammocks are not permitted on the terraces, but I can appreciate that they could be a safety hazard. I am surprised to learn, though, that the occupants of the villa who did have a hammock installed were contacted by guest services since the hammock stayed on the terrace the entire week. The security staff was aware of it, as we chatted with them about it when we first noticed it. I guess my follow-up question, then, is why rules are not enforced. We have been members for 15 years, but we have noticed more and more recently that the staff turns a blind eye to these rule infractions. More and more often we see clothes hanging over terrace railings, indoor furniture being moved to the terraces, people smoking on the terraces with the sliding doors to the villa wide open. And these are only issues about the terraces! This is not to mention the huge floats people use in the pool, music being blasted from personal sound systems, glass being used in the pool area, children playing in the pool bar area sometimes diving and jumping into the pool from the stools. Many of these are safety issues as well, so why is nothing being enforced? Is the security staff not empowered to enforce the resort rules, or are they not supported by management when they try to explain the rules to a guest? It seems that guests get away with doing anything they want even if it disturbs or jeopardizes another guest. We love the Royals and want to preserve the qualities that always made them so special.

  • cancunjo

    Dear Joyce:
    Thank you for writing to Royal Resorts News. If you visit the Members News section in the Members Area on http://www.royalresorts.com (member log in required) you will find the latest update on the sale of The Royal Mayan, which was published on June 28. It describes the bidding process and the company that presented the winning bid.
    You may also review previous updates published in April, March and January. I recommend that you read the March post as it contains a FAQ on the ending of the membership period and the sale of the resort that you may find helpful.
    An email with the June 28 update was also sent out to members of The Royal Mayan on Tuesday July 2 and we are sorry if you did not receive it. There may be two reasons for this, either we do not have the correct email on file or your Internet provider may have automatically moved the email to your junk mail folder. You might like to check the said folder. We will investigate to see why you did not receive the email. In the meantime, I can arrange for the letter to be resent to the email you provided. I hope that this helps.
    Please let me know if I can assist you with anything else.

  • cancunjo

    Dear Kaytee: Thank you for writing to Royal Resorts News. I apologise for the fact that I did not respond to your question in a timely manner due to an oversight.
    I did check and I regret to inform you that hammocks are not permitted on the balconies at the resorts. This is due to safety issues as there are no hammock hooks installed in the walls to support them. I believe that the Guest Services Manager contacted the occupants of the villa in question to inform them of that. I am afraid that I cannot give you the answer you would like.

    Once again, I am sorry for the delay in getting back to you and hope that you will continue to post questions on the blog.

  • Joyce Chase

    What has happened with the Royal Mayan Sale? When will all the details be announced?

  • Amy Rosbottom Polk

    I understand that there have been some unsafe times in Cancun/Royal resorts lately? Is this true?

  • Lucinda Swartzmiller-Mohrhardt

    What is the name of the management company that oversees the royal resorts?

  • Kathy

    Hi Joanna,

    We are here at the Royal Islander week 19 and we have noticed from the beach that the occupants of Villa 4152 have a hammock strung from their terrace railings. We would love to have a hammock on our terrace! Does the resort supply them, or do we have to bring our own? Are the terrace railings strong enough to carry the weight of a hammock with a person in it? Please let us know so we can arrange to request or bring a hammock on our next trip.

    Thanks!
    Kathy

  • cancunjo

    Dear Barbara:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. I have just found your question, for some reason it did not show up in the column of posts.
    With regard to your question, Royal Resorts members have optional access to the REFINE All-Inclusive packages at The Royal Haciendas or The Royal Sands, regardless of when and how they stay at the resorts. Therefore, The Royal Haciendas member would have optional access to the REFINE All-Inclusive package if they were given a Guest Certificate to stay at the resort by an I.I. or RCI member who is not a member of Royal Resorts.
    Non-members exchanging into The Royal Sands or The Royal Haciendas through Interval International or RCI are required to take the All-Inclusive package.
    I hope that this helps.

  • cancunjo

    Dear Julie:
    Thank you for writing to Royal Resorts News. The REFINE All-Inclusive packages at The Royal Sands and The Royal Haciendas include the use of the gym but not the wet area.
    The daily rate for the Fitness Center if you decide not to go All-Inclusive at The Royal Sands or The Royal Haciendas is $12 US* per person, per day at The Royal Sands and includes the use of the wet area, weekly rate $50 US. The rate at The Royal Haciendas is $8 US per person, per day, weekly rate $38 US.
    The daily rate to use the Fitness Centers at The Royal Caribbean and The Royal Cancun is $8 US per person per day. Weekly rate: $38 US.
    A weekly multi-gym pass is also available and costs $50 US, this entitles you to use any of the Royal Resorts Fitness Centers.
    If you book a massage, facial or body treatment at the Spa then you may also use the wet area on the day of your appointment.
    I hope that this helps.
    * Rates subject to change without prior notice.

  • cancunjo

    Hi Julie:
    I apologize for the delay in getting back to you. I have checked with the Spa and last year they were offering a Massage Promo of three massages for $150 US poolside or on the beach at The Royal Mayan, The Royal Caribbean and The Royal Islander. This year they have a similar promo available for the tree resorts, however it is now as follows: Four massages of your choice for $200 US. I hope that this helps, if you are interested, you can make a reservation at the spa desk or talk to one of the Spa reps in the pool area.

  • cancunjo

    Dear Julie:
    Thank you for writing to Royal Resorts News. I would like to clarify that the use of the gym is included in the All-Inclusive package but not the use of the wet area.

  • cancunjo

    Hi Susan:
    Thank you for writing to Royal Resorts News. I am happy to hear that you enjoyed your stay and liked the REFINE All-Inclusive package. If you would like to post your comments here, please feel free to do so. I will also forward them to the REFINE Marketing team.
    You might also like to visit the Members Forum in the Members Area of http://www.royalresorts.com (member log in required) and post your comments.
    I hope that this helps.

  • cancunjo

    Dear motherreb:
    Thank you for writing to Royal Resorts News. In response to your question, we are working on a new section on this blog where the weekly resort videos and other programs will be shown.
    In the meantime, we cordially invite you to visit the Royal Channel on Youtube where you can see the latest videos. http://www.youtube.com/user/RoyalChannelCancun
    I hope that this helps.

  • cancunjo

    Dear Susan:
    Thank you for writing to Royal Resorts News. First of all, congratulations to you all for your special occasions. I hope that you have a wonderful stay and celebrate in style.
    With regard to your request, I have forwarded it to the Reservations Center and Inventory Control department and will post an additional response when I hear from them.
    As you are traveling on an Owner Loan you would normally be staying in the member’s unit.
    As soon as I have further information I will write to you again.

  • cancunjo

    Dear Julianne, I had replied to your question several days ago informing you that I had sent it to the REFINE Packages Marketing team for follow up. I have been informed that at this time the pre-paid discounted rate of $79 US per person is valid for the 7-day pre-paid package option only, it cannot be applied to the 4-day package. I regret to inform you about this.
    If this policy should change in the future we will let you know and also post an update on http://www.royalresorts.com/packages
    I hope that you and your family enjoy your upcoming vacation at Royal Resorts. Please let me know if I can assist you with anything else.

  • cancunjo

    Dear Denise:
    Thank you for writing to Royal Resorts News. I apologize for the delay in my response. You can find out who won the monthly draw mentioned in the survey at http://www.royalresortsnews.com/news/in-search-of-excellence-winner/ To see the list of past winners please visit http://www.royalresortsnews.com/news/in-search-of-excellence-previous-winners/
    I hope that this helps and that you enjoyed your Easter vacation with us.

  • cancunjo

    Dear Marti: Thank you for writing to Royal Resorts News. The REFINE All-Inclusive package is optional for Royal Resorts members and if you decide to purchase it, it must be purchased for all villa occupants i.e. your friends and they would pay the member rate as they are staying with you. If you decide not to purchase the All-Inclusive package at The Royal Sands or The Royal Haciendas, you will still receive all the services you have always enjoyed such as activities, beach towels, free wi-fi in your villa, daily maid service except on Sundays or Mexican holidays and more. I hope that this helps, you can find more information on the REFINE Package Collection at http://www.royalresorts.com/packages Please let me know if you have additional questions in the run up to your vacation.

  • Susan

    We did not use the fitness center or wet area. Because we brought some big eaters/drinkers with us, it was cheaper even with some of our dining choices including an “up-charge”. We did not find the up-charges outrageous.

  • Julie

    Joanna,Every year I buy a fitness center week and it includes the wet area … but now when the fitness center is included in the Refine all-inclusive package it doesn’t include the wet area, the additional charge is the same as buying both years prior?

  • Julie

    Hi Joanna,

    Last year and the year prior, the spa offered three
    50 min massages on the pool deck for $150 … do you know if they are doing anything like that again this year?
    :) Julie

  • Julie

    The fitness center was included … were you able to use the wet area as well? Was there an additional charge? Did you find that you were able to drink and eat like you had the years prior without everything being an up charge?

  • Susan

    Hi, Joanna,

    I wanted to know where I could post a positive comment about the All-Inclusive Refine package for members? The new lower price is a bargain and I wanted to tell folks how much we saved by doing the All-Inclusive!

    Thanks,

    Susan

    Owner, RH

  • motherreb@verizon.net

    Hi Joanna, Is there anywhere on the website where the weekly videos taken at the resorts are shown? If not , it would be a good addition. Thanks

  • Susan Nowicki

    Six of us will be coming to the Royal Sands (3 of us have stayed at the Royals several times) week 30 (Sep 21 – 28), all celebrating various special occasions. I was wondering if there is a way to get an ocean front villa and if so, what the additional cost would be? Since we’re celebrating, we want to do it in style! (A member is giving us their week.)

  • Joanna Green

    Hi Julianne:
    Thank you for writing to Royal Resorts News and for your interest in the REFINE All-Inclusive package. I forwarded your question to the REFINE Marketing team and they are reviewing it. As soon as I have additional information I will post another response. Other members have also expressed an interest in the 4-day option.
    I hope that this helps.

  • Julianne Almquist

    Hi, Joanna,
    I’m super excited about the pre-paid discount for the Refine all-inclusive package and am wondering if I can purchase it for my family for the 4-day option, pre-paid at the same rate of $79 per person. We are generally off-resort or at the Tri-Royals for about half our vacation and would not need the package for a whole seven days. Thanks! Julianne

  • Denise Landis

    I was at the Royal Caribbean Easter week and filled out the survey, which boasted a free week drawing, how does one find out who one on the web site? which web site, that was how one was to find out thanks Denise

  • Marti Runnels

    I am a member and traveling with 2 other couples at Christmas, if they should want the all inclusive is it my member price, as my guests? Also I saw daily maid, linen, towels in the member all inclusive package, does that mean this service is no longer the norm for visitors who do not purchase the all inclusive? Thank you, Marti

  • nancy parone

    I will be arriving week 17 at the Haciendas . I have a total of 15 people (10 adults and 5 children)in my group I will need the shuttle to take us to PDC that Saturday for dinner. Is it possible to make that reservation now since we are such a large group. Is it also possible to make our restaurant reservation for that night. Usually we do this with our coincergie on Saturday but since we are such a large group we don’t want to miss out on the shuttle or the restaurant. Is it possible to find out who your coincergie will be for that week? last question how much is the breakfast buffet at the Haciendas?

  • Maria Mercedes

    Holaaaa estoy muy emocionada en mis proximas vacaciones…estaremos 15 dias y de verdad no veo la hora de llegar. Vivo en Calgary y en estos momentos estamos con una pequena Nevada…asi que imaginaras cuanto quiero playita.

    Me gustaria planificar desde ya la mayoria de las actividades.

    Que me recomienda? somos todos adultos

  • cancunjo

    Dear Patricia
    Following up on my earlier response, I have checked your question about sulfur content in the water at The Royal Sands with the Corporate Engineering department and according to the tests that are regularly carried out by an independent laboratory there are no traces of sulfur in the water. Royal Resorts uses the reverse osmosis system to purify the water at the resorts and is constantly monitoring the quality. It also sends samples to local laboratories for analysis.
    I hope that this helps and that you enjoy your upcoming vacation at The Royal Sands.

  • Cristóbal Galindo

    Hola Pablo! Te invitamos a suscribirte a nuestro boletín de noticias en español para recibir información

    http://www.royalresorts.com/embs/ebulletin/eb-marzo2013/facebook-e.html

    Cualquier otra cosa estamos a tus órdenes. Saludos cordiales!

  • Pablo Flores Ravelo

    Mucho agradecería me enviaran la información en idioma español, así mismo he solicitado me envíen el formato de pago para la semana 31en playa del Carmen por su pronta atención reciban un cordial saludo.
    Atentamente
    Pablo Flores Ravelo

  • Diane Emerson Ball

    The royal news phone app most of the time shows a 404 page not found. Can you have the IT or whoever created the app take a look to see if they can fix this error. Happens every time you open the app and other times also

  • cancunjo

    Dear Patricia,
    Thank you for writing to Royal Resorts News. I forwarded your question to the Corporate Engineering department yesterday and as soon as I have a response about the sulfur content in the water I will write again.
    Royal Resorts uses the reverse osmosis system to purify the water at the resorts.

  • Patricia A Boulay

    I am going to the Royal Sands in 2 weeks with my husband { we are owners at the Royal Caribbean–2 weeks} and friends that have never been to Cancun—I am concerned about the water at the resort for my friend—-she has a sulfur allergy—I have never been sick from the water in the 20 years that we have been going—I know they have their own filtration system,but another friend of mine also with a sulfur allergy went this past Feb and developed a severe rash from the water—–so my question is how high is the sulfur content in the water at the resort?

  • cancunjo

    Dear FabulousFrugalVan,
    Thank you for writing to Royal Resorts News. I contacted the management at The Royal Market and they will respond to your request today. They told me that they had technical problems earlier this week with emails and are checking with the IT department to see why your country code did not work. I hope that this helps and that you are able to place your order. Enjoy your vacation!

  • FabulousFrugalVan

    I couldn’t order groceries online because the drop down box didn’t work for the country code. However, I sent an email to ‘grocerystores@royalresorts.com’ with my order on Monday and they haven’t responded. Is there another email address I can send my order to. I’m coming in on April 13

  • cancunjo

    Hi Sue
    Thank you for writing to Royal Resorts News. Yes, Royal Resorts does offer complimentary beach towels for members and guests. They are available at the Sports Desk in the resorts and you sign them out on a daily basis, one per person. When you check in, Front desk staff will give you a resort map and the Welcome Home activity guide and show you where the Sports Desk is. Apart from towels, you can also sign out tennis rackets and book courts and classes, sailboats, kayaks (where available), bikes, snorkeling gear, golf clubs, volleyballs and board games. among others.
    When you sign out beach towels, you’ll notice a sign inviting you to participate in one of our resort eco-friendly programs. Royal Resorts invites guests to help protect the environment and one of the ways they can do this is to keep the same beach towel until they wish to exchange it for a clean one, thus cutting down on washing, saving water and reducing the use of detergents and chemicals in the laundry.
    I hope that this helps, please let me know if I can assist you with anything else and enjoy your Royal Resorts vacation.

  • Sue Fusselman

    Hey Joanna,
    Looking at the activity/beach/pool experiences. Do you have complimentary beach towels for guests? I am sure you do, just can’t find info. on where they are located? 5 of us will be checking in on 3/30/13. :)
    Sue F.

  • Joanna Green

    Dear Lonnie:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. Yes, Royal Resorts signed a new affiliation agreement with RCI on December 21, 2012. If you are a Royal Resorts member, additional information is available in the Members News section in the Members Area on http://www.royalresorts.com You need to log in to the Members Area. We also recently sent out an email to Members about this. If you did not receive it please check your mail folder filters or let us know so that we can check and make sure we have the correct email in our records.
    I hope that this helps.
    I hope that this helps.

  • Joanna Green

    Dear Ed:
    Thank you for writing to Royal Resorts News. Yes, we will be taking photos next week and certainly be able to send you one.I have been informed that work is advancing and the project will be completed in March.
    I hope that this helps.

  • Lisa

    When with the new resort Royal Resorts Grand Residences in Puerto Morelos be completed? I saw something about a phase 1 in December?

  • Gina Serpico Montague

    Does the Royal Resorts still have the "Royal Dine Around" meal program??

  • Ed Paauwe

    Is it possible to get pictures of the beach renewal at VCI

  • Jana Banjanin

    I love the waffles at the Royal Sands. They are so delicious. I always get them with coconut. Is it possible to get the recipe? I would love to make them at home.

  • Fiona Maura

    Hello,
    I am unable to find the listing for kids activities by the day at the resorts, can you send it to me? I am coming to the Royal Caribbean February 23. Additionally I heard there was a new kids club, what is the difference between that and the regular kids activities.
    Thanks Fiona Larkin

  • Lynne Hemenway

    I have read the new Jan. 18, 2013 posting about our affiliation with RCI. Can a new Royals member have a choice between joining I.I. or RCI or can they belong to both at the same time? What about existing members that already belong to I.I., can they also join RCI at the same time? I tried to send this message under the "contact us" e-mail web site option, & after filling in the detail their was no way to send it?

  • Lynne Hemenway

    I have read the new Jan. 18, 2013 posting about our affiliation with RCI. Can a new Royals member have a choice between joining I.I. or RCI or can they belong to both at the same time? What about existing members that already belong to I.I., can they also join RCI at the same time?

  • Lonnie Westphal

    Recently I thought I saw news that Royal Resorts signed a deal with a new exchange company. True and what is the name of the company?

  • jgreen

    Dear Roxy & Ken:
    Thank you for writing to Royal Resorts News. The all-inclusive rates at The Royal Haciendas and The Royal Sands for exchange guests who are not members of Royal Resorts are as follows:

    EXCHANGER RATE
    Non-members of Royal Resorts who are exchanging into The Royal Sands or The Royal Haciendas through an International Exchange company must purchase the REFINE All-Inclusive Package for the duration of their stay and have the following rates:
    Adults 18 years or older = $105 USD per person per day
    Kids 13 – 17 years old = $75 USD per person per day
    Kids 4 – 12 years old = $50 USD per person per day
    Kids 0 – 3 years old = No Charge

    For more information on the All-Inclusive packages, what is included and program rules, I recommend that you visit http://www.royalresorts.com/packages/default.asp#all-inclusive
    I hope that this helps.

  • jgreen

    Dear Gail:
    Thank you for writing to Royal Resorts News. The Members Area is on http://www.royalresorts.com On the home page you’ll see a section for Royal Members with an orange bar that says “Proceed to Member Login. Use your email and PIN to log in and you’ll find yourself on the Members News home page. If you click on Member Services you’ll find Member Preregistration listed. I hope that this helps.

  • jgreen

    Dear John:

    Thank you for writing to Royal Resorts News. I forwarded your request to the Guest Services Manager at The Royal Islander and he confirmed that the crib will be in your villa when you arrive. I hope that this helps and that you and your family enjoy your vacation.

  • John Monda

    Joanna….we are arriving this week # 3…we have 2 Villa's at the Islander..one we own the other we traded a week for…….I have requested 3 times for someone to contact me regarding a 'Crib." I have asked with the live on line help and sent 3 e mail requests,,,, nothing,,, zero response…Can you help? Thank You

  • Gail Doneth

    There used to be a member area on the website where you could preregister etc. Is that still avaiable? I can not seem to locate that link on this new website.

    Thank You

  • Carol Galbraith

    Is there a shuttle between the Royal Sands and the Haciendas?

  • Ken Stevenson

    Hi Joanna, I'm interested in booking at your resort through my time share & I would like to know the price of the all incluiive package (food & drink). Thanks. Roxy

  • Stacy Blackman

    Hi Joanna – I read on your "Ask Joanna" section of the Royal Resorts site about an affiliation with RCI. Are the Haciendas now affiliated with RCI and if yes, who can I contact about this? Also, is there a change pending with a Royal points program?

  • jgreen

    Hi Sally:
    Thank you for writing to Royal Resorts News. You charge everything to your room. Cash is only accepted in the grocery store after you have checked out. I hope that this helps and that you enjoy your vacation.

  • jgreen

    Dear Fred:

    Thank you for writing to Royal Resorts News. If you visit http://www.royalresorts.com and click on the site map you’ll find a flash link to the Interval Calendar. http://www.royalresorts.com/interval-calendar.asp
    It is also published in the Members Area and you’ll need to use your member log in to see it. The dates you are requesting are as follows:
    Week 19 May 11
    Week 11 March 16
    Week 12 March 23
    Week 13 March 30
    Week 14 April 6

    I hope that this helps, please let me know if you need anything else.

  • jgreen

    Dear Gloria:
    Thank you for writing to Royal Resorts News. I am sorry to hear about your illness. I have forwarded your message to the Executive Chef and the Restaurant Manager. I will send you a more detailed response when I hear more from them. I am sure that they will be able to assist you.

  • jgreen

    Hi Jackie:
    Thank you for writing to Royal Resorts News. I forwarded your email to the Guest Services Manager and they will be able to help you with your luggage while you are in Cozumel, however, they will not be able to store valuables or cash. I hope that this helps. Enjoy your vacation.

  • jgreen

    Hi Amanda:
    Thank you for writing to Royal Resorts News. If you visit http://www.royalresorts.com and click on the site map you’ll find a flash link to the Interval Calendar. http://www.royalresorts.com/interval-calendar.asp
    It is also published in the Members Area and you’ll need to use your member log in to see it. The dates you are requesting are as follows: Week 24 starts on June 15 and Week 48 on November 30.
    I hope that this helps, please let me know if you need anything else.

  • jgreen

    Dear Anonymous:
    Thank you for writing to Royal Resorts News and for your interest in playing golf during your vacation. Royal Resorts members and guests are entitled to discounted green fees at several golf courses in the Cancun area and the Riviera Maya.
    Cancun Area
    Playa Mujeres: green fee $125 US, includes shared golf cart, 18 holes, bottled water.
    Twilight fee $99 US (starting at 12:30 p.m.)
    Transport included for reservations of two or more adult players staying at the same resort, Cancun only and subject to availability.
    Iberostar Cancun: green fee $125 US; $449 US unlimited golf package; $990 US 10 Round Discount Card
    Green fee includes shared golf cart, 18 holes, food and beverages from the snack cart.
    Transport included for reservations of two or more adult players staying at the same resort, Cancun only and subject to availability.
    Twilight rate: $99 US (starting at 1 p.m.)
    TPC Cancun: Green fee 9 holes $119 US; 18 holes $150 US (valid until April 30, 2013
    Green fee includes shared golf cart, 9 or 18 holes depending on the option chosen, access to practice facility, bottled water, transportation if reserved one day in advance. Transport on the day of play is subject to shuttle availability.
    Twilight rate: $119 US unlimited golf (starting at 1:30 p.m.)

    Riviera Maya
    Iberostar Playa Paraíso: green fee $125 US; $449 US unlimited golf package; $990 US 10 Round Discount Card
    Green fee includes shared golf cart, 18 holes, food and beverages from the snack cart and Hoyo 19 restaurant.
    Transport included at pick up times established by Iberostar for Royal Resorts guests.
    Twilight rate: $99 US (starting at 1:30 p.m.)

    Golf Tournaments
    Here are the details of the Royal Resorts Golf Tournaments organized at the different courses:
    TPC Cancun on Monday $125 US (transport included)
    Playa Mujeres on Tuesday $99 US (transport included)
    Iberostar Cancun on Wednesday $99 US (transport included)
    Iberostar Playa Paraíso on Thursday $99 US (transport included)

    Reservations must be made by 5:30 p.m. the day before you wish to play or compete in the tournament.
    Information is subject to change without prior notice.
    To make tee time reservations and sign up for the Golf Tournament contact the Restaurant & Golf Reservations Center by calling ext. 165 upon arrival at your resort or ask your Concierge for assistance.
    I hope that this helps and that you enjoy your vacation.

  • jgreen

    Dear Ilene:
    Thank you for writing to Royal Resorts News. With regard to your question, I apologize for the delay in getting back to you. I had forwarded your initial comments to another department as I did not have all the information to be able to respond fully to your enquiry. I will follow up on this again and hope to have an answer for you shortly.
    The decision to sign an affiliation agreement with RCI was made with the interests of members in mind, it will give them access to more resorts around the world and to a variety of travel services. However, if they wish to continue with their Interval International membership, their reservations will be respected and they may continue to deposit their Royal Resorts weeks in the Interval International system and use I.I. travel services, provided that they pay the annual Interval International subscription and exchange fees.
    I hope that this helps, I will respond in greater detail when I have additional information.

  • jgreen

    Dear Mr. Burleigh:
    Thank you for writing to Royal Resorts News. The REFINE All-Inclusive package at The Royal Haciendas will be optional for your son and his wife as you are lending them your villa. According to the All-Inclusive program rules, the package is optional for guests staying in a members’ unit as an Owner Loan, even when the member is not present. You can find additional information on the All-Inclusive package and the Special Packages Collection at http://www.royalresorts.com/packages/faq-packages.asp
    I hope that this helps. Please let me know if I can assist you with anything else.

  • jgreen

    Dear Linda:

    Thank you for writing to Royal Resorts News. As a Royal Resorts member the all-inclusive package is optional for you when you exchange from The Royal Caribbean to The Royal Haciendas or The Royal Sands. For more information on the REFINE All-Inclusive Package at The Royal Sands and The Royal Haciendas and the Experience Packages (tours, spa, golf) now available at the tour desks in all the resorts, please visit http://www.royalresorts.com/packages

  • Johannes Willem Kuiper

    By the way: Wk 24 begings on Sat June 15 and week 48 begins on Sat Nov 30!

  • Johannes Willem Kuiper

    Interval Calendar is posted on the members section……Log in as member and you will find it there.

  • Amanda Francin

    Hi Joanna, Is there a Royal Resorts 2013 calendar on line? If not can you tell me the dates of week 24 and 48. Thank you.

  • Jackie Little Bisset

    Hi Joanna, My husband and I will be coming in wk 20 to the Royal Sands.We plan on coming in 2 days early to go stay in Cozumel as a "pre-week" vacation. My question is this, is it possible to leave most of our luggage at the Sands before we check in? We will only be needing our snorkle equipment and a small carry-on in Cozumel, and would really prefer not to have to take it all with us. Thanks in advance for your answer!

  • Gloria R. Paine

    Dear Joanna, I own 4 weeks at The Royal Sands in the month of April. I just found out this year that I have Celiac's disease. Is their a menu to accommodate me at the restaurants and at least one bear at the bar that is gluten free. A little afraid of what I will eat this year!

  • Gordon Burleigh

    Joanna, I am a Royal Member and would like to send my son and his wife to the Royal Hacienda for a week in my Villa. Does he have to sign up for the All Inclusive?

  • Fred Zander

    Hi Joanna, Royal Resorts run by a calendar determining annual week numbers saturdat to saturday. That changes the numbering from the International week numbers to yuor specific numbers. Can yuo give me the calendar dated for the weeks 19, 11,12,13 and 14, and add a page to yuor website where these dates are easliy found?

  • Sally Bootles

    Hi Joanna:
    Can we pay for items in the grocery store with cash, or must we charge everything to the room? Thanks,
    Sally

  • Patti Haugen

    Hi Joanna, quick question…we will be at the Royal Islander and Mayan for 2 weeks in June and I was wondering if there are any local grocery stores that deliver? A few years ago we had Cancun Valet deliver groceries, but we were told they were no longer permitted to do that. I understand that the Market will deliver to our villas but they are pretty overpriced. I understand also that we can go to Wal-Mart, I would just rather not spend my time doing that! Thanks so much, Patti.

  • Ilene Gelber

    Hi Joanna,
    Why have you not responded to my questions of 12/26/2012 when you have answered others that were posted later?

  • jgreen

    Hi Debby:
    Thank you for writing to Royal Resorts News. You can write to restaurants@royalresorts.com or use the online contact form available on http://www.royalresorts.com Here is the link http://www.royalresorts.com/dining-restaurants.asp. Just click where it says “Make your reservation” and fill out the form. I hope this helps and that you enjoy your vacation and your dinner at El Conquistador.

  • Mary Yanniello Fries

    We will be visiting the a royal Hacienda for the first time this winter. I know they don't allow floats Ian the pools but can we use them at the beach? Looking forward to our trip!

  • debby berson

    hello joanna:

    can you provide me with contact information for the el conquistador restaurant? we’ll be spending our usual week 4 at the RI and would like to a reservation for one night at the bewst restaurant in cancun

  • Linda Arigoni

    iF I EXCHANGE FOR THE ROYAL HACIENDAS FROM THE ROYAL CARIBBEAN WHICH IS MY "HOME" TIMESHARE….DO I HAVE TO PAY THE ALL-INCLUSIVE RATE FOR FOOD. I THINK NOT, BUT WOULD LIKE TO KNOW FOR SURE. THANKS!

  • Frank D. Kotey

    Please send me complete information concerning the “All inclusive package” that is now being promoted by the Royals.Frank Kotey

  • jgreen

    Dear Ben: Thank you for writing to Royal Resorts News. The maps are still on the website, however as the pages for the resorts were redesigned they were moved. Here is the route you need to take to find them, I am using The Royal Sands as an example. Go to The Royal Sands Sands page in “Our Resorts” http://www.royalresorts.com/the-royal-sands.asp You’ll see a tab titled “Location” http://www.royalresorts.com/the-royal-sands-location.asp#.UN3PTRxhovo click there and you’ll see a map showing the location of the resort and below that the PDF map showing the resort grounds and villa location. You can enlarge the map and peruse it online or download it. It may take a couple of minutes to open.
    I hope that this helps and that you find what you are looking for. Alternatively, if you would like to tell me which resort you are interested in I would be happy to email the map to you.

  • jgreen

    Dear Joanne: Thank you for writing to Royal Resorts News. The Royal Haciendas has not reduced the speed of the free internet service, please pay no attention to such rumors which are completely false. The existing Internet connection is in such demand that it is slow at times, this is due to many guests downloading videos, music and other very large files, hence the speed and reliability of the connection is affected, to the detriment of other users. This new project is an attempt to address this problem and improve service. Guests who need access to high speed Internet for video conferencing or to download large files on a regular basis for work may opt to use this service while others who wish to check emails or browse the Internet will continue to have access to the free Wi-Fi connection.
    I hope that this helps answer your question.

  • Ben Troemel

    Joanna — what has happened to the pdf maps of each resort? There used to be a map that showed all the buildings for each resort but I can no longer find it on the web site. I like to view that map when renting a unit to match with my owned units so I know where each unit is.

  • Ilene Gelber

    Hi Joanna,
    Why would the RR affiliate with RCI without consulting the owners? After all we are the ones who have to pay dues to RCI or II. No one has sent us any information about joining. RCI assigns TPU’s to each resort– how many are being assigned to each of the resorts. For instance you need 25 TPU’s to exchange to Disney resorts if you don’t have enough you must exchange two or more weeks to get one. That never happens in II. I feel that it is an unsound move.

  • Joanne Salerno

    Dear Joanna. I read that the Haciendas has reduced the free internet speed and is now charging 80 dollars for high speed. I hope that this is not true. Thanks for answering this question. Joanne

  • John Lynne Hemenway

    It was good news that the Royal’s have recently expanded our association with RCI to now include all of the Royal Resorts. We know several VCI (Royal Cancun) & Royal Mayan members that have enjoyed this flexability for many years. Business wise it is always best when you have more than one “vender” toward greater flexability & competitive pricing. Do you know when the Royals will arrange to mail the details to all members?

  • jgreen

    Dear Mr. Holz,
    Thank you for writing to Royal Resorts News and for sharing your Royal Resorts memories with us.
    I am sorry to tell you that Mauricio Sunderland is no longer working with Royal Resorts.
    With regard to your dues bill, I checked with Interval Servicing, the Fort Lauderdale-based Membership Services company and was informed that it has not been sent yet. Bills for The Royal Haciendas are generated 120 days prior to occupancy and due 90 days prior to occupancy. Your bill for week 17 should be printed around December 27 and week 18 around January 3 (approximate dates) so you should receive them shortly after that.
    You also mentioned the annual magazine Royal Resorts Life, several years ago it was decided to stop mailing the printed edition of the magazine in order to reduce costs. A complimentary printed copy of the magazine is available for members in their villas at the resorts and an electronic version is also sent out via email. The 2013 edition of the magazine will be available this month.
    I hope that this helps. Please let me know if I can help you with anything else.
    Happy Holidays.

  • jgreen

    Dear Carrol.
    Thank you for writing to Royal Resorts News. By law, the driver and passenger in the front seat must wear a seat belt. With regard to small children, apparently under fives are not supposed to sit in the front seat and they should wear a seat belt in the back seat. When I checked with staff at the car rental company in the resorts, they told me that this is not a published law yet, but it is now being put into practice in the interests of safety. Of course, it is always a good idea for all back seat passengers to use their safety belts wherever they are.
    Car seats for small children are generally available for rent from car rental companies with a prior request.
    I hope that this helps and that you and your family enjoy your vacation next summer.

  • jgreen

    Dear Chelsea:
    Thank you for writing to Royal Resorts News. Yes the resorts all have children’s pools, playgrounds and an Activity Center offering a variety of free activities for families and children, including beach and pool games, board games, arts and crafts (small charge for craft materials) among others. You can find out the days and times by calling in at the Activity Center during your stay or asking your Concierge.
    You do not mention which resort you will be staying at, however if it is at The Royal Sands and The Royal Haciendas, you could also register to use the Kids Club for an additional charge. This new facility offers supervised activities for children between the ages of four and 12.
    I hope that this helps. Please let us know if we can be of further assistance.

  • bill holz

    Hi, I have been a member since 1975 actually I bought when they put a rope down on the sand to show me the size,

    I came down to do it on a cruise ship took a taxi gave a down payment and came back later the next year it was finished and they were building a pool.

    Later I met Maurice Sunderland and he ws my salesman for a good number of years. I last saw him 2 years ago,

    I bought two units from him at the Royal Haciendas D427 and F140 both 2 bedroom suites week Name William Holz weeks followed each other.
    17th & 18th weeks IS he still there???? My letter came Back he said he would always be there. I didn’t get my
    dues bill. For either or any newsletters. Has me concerned. William Holz want correct dates???

  • Anonymous

    I asked you previously about golf specials and received no reply. Maybe you could tell me what days the tournaments are from the resort and what courses they play so that we can play those and fill in at other courses. We are coming in on Jan 19.

  • Marie

    Joanna,
    I am traveling with a group over the 2012-2013 holiday and will be at the Royals during New Year’s. Does the Royals have any parties planned and is there any dressy options?

    Thanks,
    Marie

  • Chelsea Walker

    what do you guys have for family/children services? do you provide a shallow pool? a play ground? any children activities?

  • Bill Sherrill

    Replying to my own post – learned that only the Royal Sands and Haciendas are All-inclusive. Funny though – no trades are appearing on II's site for the Caribbean, Islander, or Mayan….

  • Bill Sherrill

    Thomas Moore travel – shuttle busese to / from Royal Resorts. About $20 p/p r/t.

  • Bill Sherrill

    Wendy – When I have stayed at Royal Resorts in the past, all airport transportation was arranged through Thomas Moore. They've always done a great job for me.

  • Dawn Smith

    Meals only? where did you hear that was an optiion?

  • Carrol Maersch

    Joanna,

    This coming up summer will be ther first time traveling with a small child to our resort. We are wondering what the car seat laws are in Mexico. Our granddaughter will be almost 3 when we travel.
    Thank You.

  • Don Ballantyne

    Dear Joanna,
    Our lagoon side villas at VCI , B1244 weeks 9$10 , have effectively been closed. They are not being serviced and we cannot use them. We are aging and wish to sell those two villas. How can this be done? When do you expect that they will be re-opened? If we stop paying maintenance fees on those two villas, what does VCI do?
    Thanks for your help.
    Don Ballantyne
    Member since 1980

  • jgreen

    Dear Karen:
    Thank you for writing to Royal Resorts News. I forwarded your question to the Marketing & Sales department and a representative will be contacting you. I hope that this helps.

  • Joe Wade

    We are going to be at the Hacienda’s the week of December 15-22, then the Sands from December 22-29. Our questions:

    Are there any special Christmas events/activities?

    Are there any special events/activities going on related to the “end of the Mayan calendar” theme?

  • Karen V.

    Hello,
    I’ve been reading on this site that some members of the VCI/Royal Cancun were given their full residua at the time it came duel. We own in week 15 and were given two options. Receive half of our investment or buy back in. Our friends who also own in week 15 were give the same option. We were asked to make our decision before leaving for the week. My question is this, did some members have the opportunity to recoup their full residuals? If so, why not everyone? Any insight you can give me would be greatly appreciated. We chose to buy back in but would have chosen to take our full residual and buy into one of the other Royals. Thank you,

  • Stacey

    I was wondering if I could get the Chilaquiles recipe?

  • Bill Summers

    Dear Joanna,

    It is great to have this site back. Very many thanks for your e-mail about reserving a crib and high chair for our grandson. The team has been quick to get to us with the confirmation.

    Again, thanks a bunch.

    Ciao,

    Bill Summers

  • jgreen

    Dear Faye: Thank you for writing to Royal Resorts News. You may book your airport transport to The Royal Caribbean with Thomas More Travel (the travel agency that provides travel services to Royal resorts members and guests) by using the following link on the Royal Resorts website:

    http://www.royalresorts.com/app/forms/airport_transfers.aspx

    Click on the link and read about the shared and private transport options offered and how to make your reservation, then use the online form to give your name and travel details.

    If you would prefer to call Thomas More Travel, here are the contact numbers and email
    From USA & CANADA: 1 800 791 4496
    From Mexico: 01 -800 -888 -6627
    Rest of the World: 52+ 998 885 17 41
    Email: airportservice@thomasmoretravel.com
    http://www.thomasmoretravel.com

    I hope that this helps and that you enjoy your vacation with us. Please let me know if you have additional questions in the run up to your stay.

  • jgreen

    Dear Bill: Thank you for writing to Royal Resorts News. We think that the webcam was moved temporarily due to the fact that it is Maintenance Week at The Royal Sands. We will ask for it to be returned to its normal position. I hope that this helps.

  • Bill Summers

    Dear Joanna,

    The webcam on the Royal Sands seems to have had the position changed. Is this the new view? I noticed it two days ago.

    Ciao,

    Bill Summers

  • Faye Thomas

    How would you suggest getting to the Royal Caribbean in Cancun from the airport?

  • Faye Thomas

    How would you suggest getting to the Royal Caribbean in Cancun from the airport?

  • jgreen

    Dear Joe:
    Thank you for writing to Royal Resorts News. The name of the company is SkyMed and here is the link to the company website http://www.skymed.com/
    I hope that this helps.

  • Joe Smalanskas

    HI…

    what is the name/website of the operation that provides medical air evacuation?…

  • jgreen

    Dear Harold
    Thank you for writing to Royal Resorts News. No, this is week 39. Week 40 starts on October 6 in 2012. I hope that this helps.

  • jgreen

    Dear Waler:
    Thank you for writing to Royal Resorts News. Here are the contact details for The Royal Mayan:
    Blvd. Kukulcan Retorno Gucumatz
    Lote 49 Segunda Etapa
    Zona Hotelera Cancun, Q. Roo 77500
    Tel.: +52 998 881-0100

  • jgreen

    Dear Mrs. Myrek:
    I answered your question on September 27 and September 21 on this blog, I am sorry that you did not see my response. Here it is again:

    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. I forwarded it to another department for clarification and can tell you that the member in question can use the Owner Loan form available in the Members Area of http://www.royalresorts.com Here is the link to the said section on the Royal Resorts website: http://www.royalresorts.com/membersarea/owner-loans.asp Please note that you will have to log in to the Members Area with your Member ID.
    An alternative is for the Member to give his/her guests a letter authorizing their stay in the villa as an Owner Loan. They would show the letter to Front Desk staff at check in and accordingly, as Owner Loan guests, they would not have to purchase the All-Inclusive package.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Dorothy Gmyrek

    Still no answer on the loan form, Where is it located?? This my third request.

  • Waler L. Shepherd Sr.

    can you give me the address and phone number of the royal mayan.

  • Waler L. Shepherd Sr.

    can you give me the address and phone number of the royal mayan.

  • jgreen

    Dear James: Thank you for writing to Royal Resorts News. I have checked with Resort Management and you may pop in to say hello at your resort, however, it is important that you notify us prior to your visit and that you go to the Front Desk first. With regard to your question about having a meal or a drink at the resort restaurant or bar, this will not be possible since there is no way of charging you unless you visit on a Friday when cash is accepted for payments. This does not apply if you decide to dine at Hacienda Sisal, Captain’s Cove, El Conquistador or Pancho & Willy’s.
    I hope that this helps and that you enjoy your Cancun vacation.

  • jgreen

    Dear Mrs. Myrek:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. I forwarded it to another department for clarification and can tell you that the member in question can use the Owner Loan form available in the Members Area of http://www.royalresorts.com Here is the link to the said section on the Royal Resorts website: http://www.royalresorts.com/membersarea/owner-loans.asp Please note that you will have to log in to the Members Area with your Member ID.
    An alternative is for the Member to give his/her guests a letter authorizing their stay in the villa as an Owner Loan. They would show the letter to Front Desk staff at check in and accordingly, as Owner Loan guests, they would not have to purchase the All-Inclusive package.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • jgreen

    Dear Mary Alice: Thank you for writing to Royal Resorts News. To begin with, the REFINE All-Inclusive package that will be introduced at The Royal Sands and The Royal Haciendas starting October 27, 2012 will always be optional for Royal Resorts Members.

    Details of what is included in the REFINE All-Inclusive package were published on http://www.royalresorts.com/packages in July but certain points relating to dining and restaurant restrictions have only just been confirmed and the information was updated earlier this week. We apologize for the delay.

    I am copying the section relating to the Food & Beverages included in the All-Inclusive package:

    The REFINE All-Inclusive package includes:
    All food and beverages
    • Access to La Veranda Restaurant, Asian Veranda (new location), Char Hut, Sidelines Sports Bar at The Royal Sands and Hacienda Sisal®, Captain’s Cove®, El Conquistador and Pancho & Willy’s® Bar in Cancún* * Reservations are required and are subject to availability in Captain’s Cove, Hacienda Sisal and El Conquistador. Restrictions apply, see below.
    • Access to La Palapa del Sol, Sol and Luna Grill, Beach Grill, La Rotonda Bar and Los Murales at The Royal Haciendas. Transport to The Royal Haciendas not included. Reservations are required for dining at Los Murales and are subject to availability.
    • Buffet breakfast • Buffet or a la carte menu for lunch • A la carte dinner menu • Deli snack service and Coffee in
    La Veranda at The Royal Sands and La Rotonda at The Royal Haciendas
    • 24-hour Room Service (limited menu 11 p.m. – 7 a.m.)
    • Selection of national and international beers, cocktails, house wine, liquors and liqueurs
    and non-alcoholic drinks such as water, sodas and fruit juice
    • Beach and pool food and drink service
    • Mini-bar stocked with domestic brands of beer, sodas and water (replenished once a day)
    • In-Room coffee machine and service
    • Evening entertainment
    • Access to all-inclusive services and amenities at The Royal Haciendas in Playa del Carmen, including Los Murales
    Restaurant for REFINE guests staying at The Royal Sands. Guests at The Royal Haciendas who would like to visit
    Cancún also have access to amenities and restaurants at The Royal Sands and the following restaurants: Hacienda
    Sisal, Captain’s Cove, El Conquistador and Pancho & Willy’s. Transport is not included.

    Dining Restrictions
    Reservations are required for dining at the following Cancún restaurants: El Conquistador, Hacienda Sisal and Captain’s Cove, and Los Murales at The Royal Haciendas. There are no special menus for All-Inclusive guests but please take note of the following:
    These Premium dishes and drinks are not included in the REFINE All-Inclusive package but are available at
    additional cost: 

    •Lobster •Selected prime cuts of beef •Chilean sea bass •Fresh tuna •Dishes prepared tableside
    •Flambéed desserts & specialty coffees •Premium drinks & wines
    A REFINE Premium Drinks package is also available at an additional cost of $25 US per person per day and entitles
    guests to unlimited Premium drinks of their choice. If they decide to take this option, it is mandatory for all adults
    registered in the villa.

    I hope that this helps. You’ll find more dining restrictions relating to seasonal events and room service and an update on program rules on http://www.royalresorts.com/packages if you would like to visit the site.

    Please do not hesitate to contact me again if you do not find what you are looking for and have more questions.

  • mary alice dixon

    I am very concerned and dismayed that no final figures are available for the surcharges for AI fine dining restaurants such as Los Murales and El Conqusitador, etc. This plan goes into effect October 27th- 4 weeks from now-how do guests know what they are signing up for??? We own 4 weeks, plan on arriving in March but, as with many members, are considering either trying to sell several of our units or trade elsewhere in the future. Why the silence on the part of management to members who have supported them for so many years??? Hope you can shed some light on this issueThank You

  • Maggie Haile

    Hi Joanna, my husband and I are coming to The Royal Islander in October, very excited, can't wait, but having never been to Mexico before wondered which currency to bring, or should we bring some of each? many thanks.

  • James D. Crosson

    Hi Joanna will be in cancun next week at a non-Royal resort – can we stop into the resorts to have a meal or a drink w/o paying a guest fee?

  • jgreen

    Dear Kathy: Thank you for writing to Royal Resorts News. We checked in our records and you do have week 10. In 2013 week 10 starts on Saturday, March 9. Here is the link to the interval calendar on the Royal Resorts website: http://www.royalresorts.com/interval-calendar.asp
    I hope that this helps. Please let me know if you need additional help in the lead up to your stay.

  • jgreen

    Dear Mrs. Myrek:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. I forwarded it to another department for clarification and can tell you that the member in question can use the Owner Loan form available in the Members Area of http://www.royalresorts.com Here is the link to the said section on the Royal Resorts website: http://www.royalresorts.com/membersarea/owner-loans.asp Please note that you will have to log in to the Members Area with your Member ID.
    An alternative is for the Member to give his/her guests a letter authorizing their stay in the villa as an Owner Loan. They would show the letter to Front Desk staff at check in and accordingly, as Owner Loan guests, they would not have to purchase the All-Inclusive package.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Kathy Price

    Hi Joanna, we would like to make flight reservations for our week at Haciendas in March.
    All of our Royal Haciendas literature is not accessible at this time. I think we have week #10 but not sure. How do we confirm this?

  • Dorothy Gmyrek

    Why have I not received an answer to my question about the all inclusive. If the policy is already setup then it should be a simple answer. I was told there is a loan form that can be filled out for friends using our units. Where is this form??? These should be simple and straight forward for all owners to access. Where is the document located with the all inclusive policy? I seem to have gotten different answer from people on the phone versus written info. This should be something every owner in all the resorts should be receiving or able to access.
    Please post this written policy where we can all access it. THANKS!

  • jgreen

    Dear Diane: Thank you for writing to Royal Resorts News. The Royal Haciendas is listed with Interval International. As it is located in the Riviera Maya, it may be in a different location category, not Cancun. I also checked with the Marketing department and they confirmed that the resort code for The Royal Haciendas in the Interval International system is RHD.

    I hope this helps, please let me know if you still have problems in finding the resort.

  • jgreen

    Hi Ilene: Thank you for writing to Royal Resorts News and for your interest in the focus group sessions. Your comment wasn’t taken off the site intentionally, I am not sure why it would have disappeared. I forwarded your request to the Sales & Marketing department last week for them to take into consideration if additional focus groups are organized in the future. In the meantime, if you have thoughts or suggestions about Royal Resorts I would be happy to pass them on to Management. Another option is to set up an appointment with the Guest Relations Manager during your upcoming stay.
    I hope that this helps.

  • Ilene Gelber

    Hi Joanna,
    I posted this question on September 10, but it was taken off of the site so I am reporting it. I know that the RR are hosting focus groups. I will be at the Haciendas week 45. If possible I would love to participate in a focus group. Thank you,
    Ilene

  • Dorothy Gmyrek

    We have friends coming to the Sands in February. They will be using a member’s unit with the member already having left for the US. Will they be required to do the all inclusive?

  • jgreen

    Dear Amber: Thank you for writing to Royal Resorts News. The REFINE all-inclusive plan is only available at The Royal Sands and The Royal Haciendas, for stays starting October 27, 2012.
    REFINE Special Packages, a collection of activities including spa therapies, tours, eco parks, golf days, dolphin swims and romantic dinners, etc. will be available at all the resorts if members and guests decide to enhance their vacation experience.
    I hope that this helps.

  • Diane Johnson

    Hi Joanna…We had to bank our week with Interval International for this year unfortunately, but I was wondering if we could make an exchange for the Royal Haciendas next year after our regular week at the Royal Islander. I did not see that resort listed with II. Is there a way I can make an exchange for RH?

  • Lee Ciampa

    Joanna, I have been trying to get information from the Member Services on the website; however, the page is all jumbled. In some instances when you click on something, it says page not found. Is the members page site still under construction because it doesn't work properly?

  • Ilene Gelber

    Hi Joanna,
    I understand that the RR are having owner focus groups. We will be at the Haciendas week 45 and I would love to be part of a focus group. How do get involved?
    ilene

  • Sheila McKee

    Dear Joanna,

    I am coming to the Sands to use my week on Sept. 22. I wanted to pre-register, but the web page tells me that my account has a debt on it. I contacted the office in Florida and a nice customer service lady checked everyting and can find nothing that would cause this message to appear. She told me to contact the webmaster and gave me the email address. I emailed the webmaster but so far have received no reply. Can you tell me what else I can do? It’s been great to preregister in the past and saves lots of time at check-in.
    Thank you!
    Sheila

  • Sue Blondin

    Hi Joanna! I have been reading that focus group meetings are being held. Can you explain there purpose? Thank you for your attention!

    Mark

  • Barbara Miller Stefani

    What is up with the webcam images now? Things wre A-OK before someone decided to change them. I click on a resort and the image shows up twice – why? – and the Mayan doesn't show up at all.

  • Amber Southern Lee

    Do you have the all inclusive meal and drink package for $95 per day at the Royal Mayan?

  • Albert Luongo

    what is the cost for members for the all inclusive meals only. for the month of jan. 2013

  • jgreen

    Dear Terry: Thank you for writing to Royal Resorts News. In response to your question, there is no fee for changing dollars to pesos at the Front Desk. Yes, the rate changes on a daily basis. You mention the limits on how much you can change, this is in accordance with Mexican Federal Government legislation. Here is the information in full about the limits:

    On December 20, 2010, the Mexican Government amended the federal law it introduced in the summer of 2010 to regulate money changing, specifically with regard to US Dollars. The legislation is part of its campaign against organized crime and money laundering and affects banks, bureau de change, hotels and other businesses. Royal Resorts would like to inform you of the changes so that you may take them into account during your upcoming vacation:
    • Mexican members and guests may change up to $300 US Dollars per day, per person during their stay or the month. The maximum amount they are permitted to change during their stay or the month is $1,500 US Dollars. A copy of their passport or credential to vote (IFE) must be provided.
    • Non-Mexican members and guests may change up to $1,500 US Dollars per person during their stay or the month. A copy of passport and immigration form, if applicable, must be provided.
    • In addition, any Member or guest can now pay up to $250 US Dollars in cash per transaction for meals and purchases at restaurants, stores, boutiques, supermarkets, etc. A copy of the corresponding official ID must be provided*.
    • This measure only applies to dollar bills; it does not apply to travelers’ checks at this time.
    • We would also like to remind you that you may use your Visa or MasterCard credit card (no American Express), debit cards or traveler checks to pay your Club Bill on Friday in preparation for Saturday check out.

    I hope that this helps and you enjoy your stay with us. Please don’t hesitate to contact me again if you need additional information in the run up to your stay.

  • jgreen

    Dear Julianne: Thank you for writing to Royal Resorts News. Yes, you may go to the Garden Lobby at The Royal Sands to check in. I have forwarded your name and details to the Front Desk Manager so she will be looking out for you. I hope that you enjoy your vacation with us.

  • jgreen

    Dear Mr. Bonner:

    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you.

    When guests use a credit card to leave a deposit when checking in, the full amount is normally applied to one card for all the villa occupants, however I have checked your case with Resort Management and as an exception they have indicated that you will be able to split the amount between the two credit cards. You may use Visa or Mastercard to leave your deposit and pay your Club bill at the end of your stay. Royal Resorts does not accept American Express.

    I hope that this helps and that you have a wonderful stay with Royal Resorts.

  • Bob Bonner

    Dear Joanna, Noted the deposit for the week's visit is taken care of when checking in. Traveling with a friend and wondered if the front desk will allow us to place the deposit of 2 seperate credit cards. We both want to pay our on way. Hope you can help me. Be there week 34(I think that's Labor Day Week).. LOL

  • jgreen

    Dear Richard: Thank you for writing to Royal Resorts News. You may want to visit sister resort The Royal Mayan, a short walk from The Royal Islander via paths through The Royal Caribbean to participate in the basic Spanish class in the Games Room at 9 a.m. for starters. I have also forwarded your question to the Guest Services Manager to see if they can help you contact someone. There are a number of language schools in Cancun and private classes may be available.
    I also recommend that you practice your Spanish wherever possible when talking to Royal Resorts staff and local people. They appreciate it when visitors speak their language and I am sure that they will be happy to help you if you mispronounce something or forget a word.
    I hope that this helps and that you have a wonderful stay with us.

  • Richard Kassner

    Hi Joanna,

    I will be staying at the Royal Islander from August 18 to 25. I know this is last minute, but do you have any suggestions for Spanish teachers? I am a beginner but would like to practice a few hours a day with a teacher while I am in Cancun. Thank you.

  • Dennis Barnes

    Dear Joanna

    Thanks for your timely responses to several of my questions regarding future purchases of RR pro perties. They have been very helpful to myself and others who may wish to expand the number of villas they own.

    I would appreciate any information you have on the recent armes robberies at the shopping center next to the RS that occurred several weeks ago. Also, sre you aware of any crime statistics that have occurred on RR properties in Cancun and or at the RH.

  • Julianne Almquist

    Hi, Joanna,
    I've preregistered for our week 34 stay at the Sands. Will we check in at the Garden Lobby as in the past or will it be in the Main Lobby? Thank you! We are SO looking forward to this trip.

  • jgreen

    Dear Sheila:
    Thank you for writing to Royal Resorts News. You may book your airport transport with Thomas More Travel (the travel agency that provides travel services to Royal resorts members and guests) by using the following link on the Royal Resorts website:

    http://www.royalresorts.com/app/forms/airport_transfers.aspx

    Click on the link and read about the shared and private transport options offered and how to make your reservation, then use the online form to give your name and travel details.

    If you would prefer to call Thomas More Travel, here are the contact numbers and email
    From USA & CANADA: 1 800 791 4496
    From Mexico: 01 -800 -888 -6627
    Rest of the World: 52+ 998 885 17 41
    Email: airportservice@thomasmoretravel.com
    http://www.thomasmoretravel.com

    I hope that this helps and that you enjoy your vacation at The Royal Haciendas. Please let me know if you have additional questions in the run up to your stay.

  • jgreen

    Dear Mrs. Minzer:

    Thank you for writing to Royal Resorts News. I have forwarded your question to colleagues and as soon as I have clarification I will publish the response here. I hope that this helps.

  • Terry Lynn

    hello joanna , is there a fee to convert US dollars to pesos at the front desk? I am coming to playa del carmen in sept. I know the rate changes daily, and there are limits to how much you can exchange.

  • Sheila Plantz

    Our family is going to Royal Haciendas soon. Usually we receive a call from someone at Royal Resort so that we may arrange transportation to/from the airport but we haven't received a call. Who can I contact to make arrangements?

  • Barbara Minzer

    I had another question about question number 10 in FAQ regarding AI options and the limits on rentals/exchanges for third parties.

    10.If Members acquire additional units for their guests through a rental but the guests are not staying in the same unit as the Member, do they have optional access to the REFINE All-Inclusive Package?
    Yes as long as the member is staying at the same resort during the same dates. However, members will have a limit on the number of additional units they can rent for third parties without the REFINE All-Inclusive Package being mandatory. Members will be allowed to rent as many additional units for third parties as they show in their membership agreement without the All-Inclusive being mandatory. That is, each membership agreement allows for one rental week for a third party. Once they exceed this limit, guests will have to purchase the REFINE All-Inclusive Package. For example, if a member owns weeks 21 and 22, they will be allowed to rent up to two additional units for third parties without a mandatory All-Inclusive Package.

    If I own a total of 3 two bedroom units and one lock off unit and I go to the the Royal Haciendas on an Interval International exchange on a week I do not own, can I obtain (rent or exchange) 3 two bedroom units and a lock off unit for my guests on that particular week? In other words, is the limit an annual limit? Can I use this privilege on a week I do not own if I am at the resort that week?

    Another question. If I rent or exchange for a one bedroom unit and a lock off separately with 2 separate reservations for my guests, does that count as one 2 bedroom unit? If I obtain 2 lock off units, does that count as one 2 bedroom unit?

  • jgreen

    Dear Lindsay: Thank you for writing to Royal Resorts News. No, your children will not be required to leave a deposit when checking in at The Royal Haciendas as all the reservations were made in your name. I have sent your email to the Resort Manager and also to our Inventory Department so that they have it on file for your December stay. I hope that you all have a wonderful vacation at the resort and please don’t hesitate to contact me if you have additional questions in the lead up to your stay.

  • CJ Schaefer

    Joanna. We would like to trade into the Royal Haceinda in Playa Del Carmen. In trading with II there is a RHD and a RH1 site liosted. What is the difference? thanks

  • Lindsay Yeazell

    Our grown children are joining us this coming December. Two staying in our villa’s jr. suite and two in another jr. suite. Are they required to leave a deposit or, since they are family of members staying at the same time, are they exempt from this deposit? All reservations were made in our name and we are paying for the separate jr. suite.

    Thanks for clarification.

    L. Yeazell
    Royal Haciendas Member/Owner

  • jgreen

    Dear LaTonya: Thank you for writing to Royal Resorts News. You are correct in saying that each resort has a guest laundry, however they do not offer a dry cleaning or pressing service. There is however an iron and ironing board in your villa if you wish to press jackets, skirts and the like.

    I hope that this helps and that you enjoy your vacation.

  • LATONYA BEENE

    Hello we will be arriving this Saturday and would like to know if any of the Tri-Royal has dry cleaning and pressing service. I know they have laundry facilities, but we would like to have some clothing pressed once we get there.

    Thank you

  • jgreen

    Dear Mr. Barnes:

    Thank you for writing to Royal Resorts News. In response to your question, anyone who is on the Membership Agreement is considered a member, regardless of how they purchased their membership (e.g. from Royal Resorts, another member, via the internet) and therefore will have optional access to the REFINE All-Inclusive packages at The Royal Sands and The Royal Haciendas.
    I checked with Interval Servicing Co. and the transfer fee for title changes is $135 US.
    I hope that this helps. Please let me know if I can assist you with any additional questions that you might have.

  • jgreen

    Dear Mrs. Minzer: Thank you for writing to Royal Resorts News.
    If an owner buys a unit from a member who purchased it from Royal Resorts they are definitely considered members. This also applies in the case of the REFINE All-Inclusive packages, which will be optional for them regardless of when and how they stay at the resort: i.e. when they vacation in their villa, exchange it for another one through an internal exchange or with an international exchange company or when they rent additional days. Their guests will also have optional access to the REFINE All-Inclusive packages.
    I hope that this helps answer your question.

  • Dennis Barnes

    If I buy a royal resort villa from another current RR owner or the internet etc instead of through the company will that unit be recognized as a member owned villa? I have heard the company would not do so thus making the new owner purchase the All Inclusive requirement at the RS or RH

    Also, is RR increasing the transfer fees if such a purchase transpires? If so, what is the new fee as I was also told such is the case and the fee increase was very costly. I hear that RR are doing these thib\ngs to cut down on current owners ability to dipose of their villas independent of the company.. .

  • Barbara Minzer

    I have another question concerning the AI rules for owners at the Royal Haciendas. If an “owner” purchased their unit from a member who purchased the unit directly from RR, do the “member” rules apply to the new owner? In other words, is AI optional for the new owner? Is the new owner a “member”? The reason I am asking this question is that I read some comments in the Members Forum from other members which did not make sense to me. I think that this issue needs clarification. Thank you.

    Barbara Minzer

  • jgreen

    Dear Rosa: Thank you for writing to Royal Resorts News.
    When registering, guests who are not members of Royal Resorts are asked to leave a deposit when checking in. The deposit is $10,500 pesos per week (the equivalent of $1,500 pesos a day) if they are staying in the two-bedroom villa, $7,000 pesos for the one-bedroom suite ($1,000 pesos a day) and $3,500 pesos for the room ($500 pesos a day), respectively. The deposit can be made in Mexican pesos or dollars using the daily exchange rate or by pre-authorizing a credit card voucher and it will enable guests to charge meals and purchases to their villa. In the event that guests exceed the credit limit, they should visit the Front Desk to extend it.
    Guests who do not charge any purchases or meals to their villa will have their full deposit reimbursed by the Front Desk clerk at the end of their stay. If they made some purchases, they will receive the remainder of their deposit after charges have been deducted. Cash will be returned if a cash deposit was made and signed credit card vouchers will be cancelled.
    Royal Resorts members are exempt from this policy.

    The exchange rate as of July 23 was $12.70 Mexican pesos to $1 US. Exchange rates are subject to change.

    I hope that this helps and that you enjoy your vacation at Royal Resorts

  • Lisa Marie O'Brien

    Have a great trip, Rosa!!

  • Lisa Marie O'Brien

    Have a great trip, Rosa!!

  • Rosa Fausto Cohen

    Hi Joanna, we are coming to Royal Resorts on Saturday. I would like to find out what is the minimum of money that we need to check in as a timesharer. Also please tell me what the exchange rate is for american money.

  • jgreen

    Dear Jennifer: Thank you for writing to Royal Resorts News and for sharing some of your memories of The Royal Cancun (VCI) with us. We would love to hear more of them, please share some of your vacation stories with us. What was Cancun like in the early days? What is it that you love about The Royal Cancun? Do you have any special memories of staff? We look forward to hearing from you.

  • jgreen

    Dear Len: Thank you for writing to Royal Resorts News. Amigo Viva travel mobility aids are available for rent by the day or week from The Royal Market, the Royal Resorts convenience store. As availability is limited we suggest that you reserve prior to arrival. Here is the link for online reservations http://www.royalresorts.com/app/cybermall/scooter.aspx
    There is a weight limit.
    I have also forwarded your email to the Management team at The Royal Market and they may contact you with additional information.
    I hope that this helps, please don’t hesitate to contact me if you have further questions in the lead up to your January vacation.

  • Jennifer Shaw Swailes

    I'll show my age and admit I've been going to Royal Resorts since there was just one pool at VCI and the tennis courts were a parking lot! There was no tienda, no restaurant, no phones, no TV, just a second home!

  • Jennifer Shaw Swailes

    I'll show my age and admit I've been going to Royal Resorts since there was just one pool at VCI and the tennis courts were a parking lot! There was no tienda, no restaurant, no phones, no TV, just a second home!

  • Jennifer Shaw Swailes

    I'll show my age and admit I've been going to Royal Resorts since there was just one pool at VCI and the tennis courts were a parking lot! There was no tienda, no restaurant, no phones, no TV, just a second home!

  • Jennifer Shaw Swailes

    I'll show my age and admit I've been going to Royal Resorts since there was just one pool at VCI and the tennis courts were a parking lot! There was no tienda, no restaurant, no phones, no TV, just a second home!

  • jgreen

    Dear Mr. Audette: Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. I have consulted about your question and can provide you with the following information. The REFINE All-Inclusive packages at The Royal Sands and The Royal Haciendas do include gratuities for staff. In accordance with its policy of fair and just treatment for employees, Royal Resorts will ensure that staff who play a service role in the all-inclusive program receive the tips that they are entitled to.
    I hope that this helps.

  • jgreen

    Dear Mr. Barnes: Thank you for writing to Royal Resorts News. I have consulted on your question and have been informed that if you deposit your unit at The Royal Mayan with Interval International in 2013, the week will be good for up to two years after the occupancy.

    At Royal Resorts there is no internal banking of weeks, however you could use the internal exchange program managed by Interval Servicing Co. The online exchange program is available on http://www.intervalservicing.com and there is a short video explaining how the program works. The contact numbers for Interval Servicing are: 1-800-930-5050 (US & Canada), Mexico 001-800-930-5050, Rest of the World 954-485-5400 Fax: 954-730-9647
    I hope that this helps.

  • Dennis Barnes

    If I bank any weeks from the Mayan in 2013 will I still have credit for them when trying to exchange them either via II or internally with RR until 2015?

  • Len

    Joanna, We have friends joining us at the Haciendas in January. One of them has trouble walking long distances. I though I saw three wheel scooters for rent at the resort on our last visit? Do they need to be reserved prior to our stay? Any special requirments? Thank you

  • Mark W Schultz

    Hello
    Where do I find information on the yachts? Not sure if it is called the Royal Yacht Club of Cancun or not.

  • jgreen

    Dear Joan: Thank you for writing to Royal Resorts News. The Royal Resorts Special Events department coordinates dinners on the beach and other occasions, the email is specialevents@royalresorts.com or you may also use the contact form for Special Events available via this link to the “Plan your Vacation” section of the Royal Resorts website. http://www.royalresorts.com/plan-your-vacation.asp
    I will also forward your email to the Special Events Coordinator so that you can contact you.
    I hope that this helps.

  • Joan Hucka

    Dear Joanne Have been trying to get in touch with the department that takes care of these dinners on the beach. Have done it in the past but I cannot find a link. ……..could you let me know? Thankiing you in advance.

  • jgreen

    Dear Kit:
    Thank you for writing to Royal resorts News. I have forwarded your email to the Marketing & Sales department and they will contact Lynn and ask her to get in touch with you. I hope that this helps.

  • Kit Brennan

    I am trying to get hold of lynn Hardin at the Mayan. Can you help?

  • jgreen

    Dear LaTonya:
    Thank you for writing to Royal Resorts News. I read your questions and forwarded them to the Guest Services Manager at The Royal Caribbean. He informed me that he would follow up with you and I am sure that he has already done so.

    I still have one of your questions to answer, the one about the theme nights and I hope to be able to get the information to you this week. I hope that this helps.

  • jgreen

    Dear Raul:
    Thank you for writing to Royal Resorts News. I am sorry that you have not received your dates this year, however here is the information:

    Week 31 starts on Saturday August 4 and ends on Saturday August 11, 2012

    I hope that this helps, please let me know if I can assist you with anything else in the lead up to your vacation.

  • jgreen

    Dear La Tonya:
    Thank you for writing to Royal Resorts News. Yes the following fitness-related activities are currently available at The Royal Mayan, The Royal Caribbean and The Royal Islander:

    Basic Yoga The Royal Caribbean (Activities Center)
    Fitball The Royal Caribbean (Activities Center)
    Pilates The Royal Caribbean (Activities Center)
    Zumba The Royal Caribbean (Activities Center)
    Aqua Fitness The Royal Caribbean, The Royal Mayan and The Royal Islander (Pool Area)
    These activities are free and are organized by the Activity staff at each resort. For details of days and times please visit the Activity Center on arrival at your resort. I hope that this helps.

  • jgreen

    Dear Gordon:
    Thank you for writing to Royal Resorts News. I am glad that you find our blog useful. I am based at The Royal Sands and if you ask the Guest Services Manager or the Manager on Duty they will be happy to notify me when you are at the Front Desk.
    I hope that this helps.

  • jgreen

    Dear Maribel:
    Thank you for writing to Royal Resorts News. An email has now been sent out to members at The Royal Mayan to inform them about the survey results and the action that will be taken. You should have received it by now. I apologize for not replying earlier, the information was only released this week.

  • jgreen

    Dear Dede: Thank you for writing to Royal Resorts News. I am sorry that you have been unsuccessful so far with Interval International. It may be that there is high demand for exchanges into Cancun on account of the fact that January, February and March are peak months. I have sent your email to a colleague who will be following up with Interval International representatives to see if they can assist you in any way with your request. She will request that Interval International staff contact you.

    As an alternative I don’t know if you have considered the internal exchange program managed by Interval Servicing Co? Although in order to enroll your unit in this program you would need to take it out of the I.I. pool and you may have the same availability issues due to high demand. You may find more information on this online program and an informative short video on http://www.intervalservicing.com

    With regard to Interval International, it may be a case of persevering and I hope that you obtain your exchange.

  • jgreen

    Dear Barbara: Thank you for writing to Royal Resorts News and I apologize for the delay in getting back to you.
    The REFINE All Inclusive package will always be optional for all members registered in the membership agreement regardless of when or how they stay at the resort, i.e. when staying in their membership unit, exchanging their unit for another one through an internal exchange or with an International Exchange company or when they rent additional units for their personal use.
    All guests staying in a members’ unit with or without the member being present, i.e. staying as an Owner Loan, also have optional access to the All-Inclusive package.
    If you obtain an additional unit for your guests through an Interval International exchange, the I.I. reservation must be made in your name. If this is the case, the all-inclusive plan will be optional for your guests.
    I hope that this helps, additional information on the REFINE Packages is available at http://www.royalresorts.com/packages

  • jgreen

    Dear Anonymous: Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you. Nothing has changed at Royal Resorts, you will still use your key card to charge meals, tours and other purchases to your villa account which you pay at the end of your stay. Once you have settled your account you may use cash or a credit card (Visa or MasterCard) to pay for any additional purchases you make in the resort.
    I hope that this helps and that you enjoy your upcoming vacation.

  • LaTonya Beene

    Hi Joanna,
    We will be staying at the Royal Caribbean in 2 villas and other family at the Royal Islander in 1 lock off. Is it true that family in the US can contact us by emailing recepcionrc@royalresorts.com for Royal Caribbean and recepcionri@royalresorts.com and putting the guest name in the subject line? If so, would the reception area call the guest or leave a voice mail to let them know they have an email message or how does that work and is there a charge? Also I have 2 villa’s in me and/or my husband’s name thru exchange and 1 lock off guest certificate in my name. I am a member I own at the Royal Cancun, I just want to confirm that I will NOT have to pay a deposit for the 2 exchanges nor the guest certificate in my name?
    Lastly, I understand since the rooms are in my name I will have to go thru the check in process for all 3 rooms, but will I have to get a room key for all 3 rooms since my name is on there? And even though I will be staying in 1 villa will I be counted as an occupant in all 3 rooms?

  • Raul Rodriguez Reyes

    Hi Joanna, I just laike to know what date start week 31, we are members since 8 years ago and every year we recive our dates at home but I did not happen these year.

  • Raul Rodriguez Reyes

    Hi Joanna, I just laike to know what date start week 31, we are members since 8 years ago and every year we recive our dates at home but I did not happen these year.

  • Mary Anne Giannini

    Thank you so much for your help. Conchita has already contacted me!

  • Dave Audette

    Hi Joanna—
    Now that the Royal Resorts has announced some details regarding their new All Inclusive offering one question that has been raised by some Royal Resorts owners on another website is what the impact of this will be on the staff in terms of tipping. There are many of us owners who really appreciate the hard work and dedication that the staff provide and hope that the “tips included” framework of All Inclusive includes compensating staff. Can you research this and let us know.

    Thanks
    Dave

  • Dede Breimhorst

    Hi Joanna – we own Wk 43 at the RC – we put it in the exchange program with Interval International so we could exchange it for a week in the Jan-Feb-Mar timeframe of 2013. The exchange request comes back with NOTHING AVAILABLE in Cancun during that time. First of all – how can that be true…..and, what can we do to find a Villa at one of the ROYALS during that time?

  • jgreen

    Dear Mary Anne: Thank you for writing to Royal Resorts News. I am forwarding your email to the staff at La Paloma Gift Shop, they are the ones who are in constant contact with Conchita and will be able to assist you by providing her email. I am afraid that I don’t know what her email is.
    I hope that this helps.

  • Mary Anne Giannini

    Hi Joanna, I am trying to contact Conchita about having a swimsuit made. She told me last year that she was keeping my measurements and that I could contact her by email to order one for this year. I haven’t received a response and thought that perhaps she has changed her email. Can you help me with this?

    Thanks,
    Mary Anne

  • Anonymous

    Hello Joanna, We'll be coming to the RI July 14. Am I correct in thinking that now owners and guests have the option of paying cash at the resorts and don't have to charge to the villa? Just wondering as we prefer to pay as we go. Thanks.

  • Anonymous

    Hello Joanna, We'll be coming to the RI July 14. Am I correct in thinking that now owners and guests have the option of paying cash at the resorts and don't have to charge to the villa? Just wondering as we prefer to pay as we go. Thanks.

  • LA TONYA BEENE

    Hello Joanna,

    Does the Tri-Royals have Zumba classes and other exercise classes? If so can you send me the schedule of the classes? Also is there a fee for the classes or are they free.

    Thank you

  • Gordon Propst

    Joanna, Glad to see you are back! I used to read your Q&A’s every day before the break. I will be at the Royal Sands for week 45 – Nov. 10-17 – how do I get to meet you in person, if possible?

    Gordon Propst

  • maribel whalen

    I second this question: What happened to the results?:

    “Earlier this year a survey was sent to Royal Mayan owners in regard to opting for another year or selling the Mayan. Are there any results yet? Can you advise as to the current and latest status of the Royal Mayan’s future at this time?? Thanks In advance.”

    M

  • Barbara Minzer

    Today I received email with the details of the all inclusive option. There is one question I need clarified. If I own one unit for week 1, for example, and I plan to stay in my villa that week, I can rent one additional unit for my guests for that week and the all inclusive plan is optional for my guests. My question is: If I obtain that extra unit for my guests through an Interval International exchange instead of a rental, is the all inclusive plan still optional for my guests.

  • jgreen

    Hi LaTonya:

    Thank you for writing to Royal Resorts News. I forwarded your query about your villa to the Guest Services Manager and Inventory Control department for them to look in into and add to their file. Obviously they cannot guarantee anything but I am sure that they will do their best to help if possible.

    With regard to your earlier request for information about the theme nights and prices, I have received the details and will respond later today. I hope that this helps.

    Finally, congratulations to you and your husband on your wedding anniversary. I hope that you enjoy your stay at Royal Resorts.

  • jgreen

    Dear Linda:
    Thank you for writing to Royal Resorts News. Interval Servicing Co., the Fort- Lauderdale-based company that handles membership services for Royal Resorts manages the internal exchange program. According to the internal exchange rules and regulations published on the Interval Servicing Co. website http://www2.intervalservicing.com/ exchange requests may be submitted a minimum of 75 days prior to the interval/week requested or the interval/week owned, whichever occurs first and a maximum of 12 months from today’s date. Interval Servicing will acknowledge receipt of the exchange request via e-mail. Seventy Five (75) days prior to the interval/week date requested or the interval/week owned, whichever occurs first, all pending unconfirmed requests will be cancelled.
    You can use the convenient online internal; exchange program available at the Interval Servicing Co. website http://www2.intervalservicing.com/ where a video will walk you through the different steps or you can download a pdf form from the Members Area on http://www.royalresorts.com and email or fax it to Interval Servicing:

    The steps for using the Interval Servicing online internal exchange program when you decide to list your villa are:
    • Decide when and where you want to travel.
    • Create your wish list of up to five different options for your Exchange
    • The system will automatically match your list with daily searches
    • When a match is found, you will receive a confirmation
    • Complete the process by paying the online exchange fee

    You can check on the status of your request online and if the status reads “pending” this means that none of your choices are available. If this is the case you can select the “Instant Match” which will display other options that are available.
    Please note that you cannot do an internal exchange for multiple weeks using the online program, it will only accept single weeks. If you would like to exchange more than one of your weeks, please complete an Internal Exchange form and send it to Interval Servicing via email or fax.
    In order to take advantage of the Internal exchange program you must be in good financial standing with Royal Resorts and have paid your Annual Club Service Fee. Resort exchanges are subject to availability.
    The internal exchange fee is currently $149 US (to be paid when your exchange is confirmed) when you use the online internal exchange program or $159 US if you fax or email the form,again, to be paid when your exchange is confirmed (fees are subject to change without prior notice).
    I recommend that you read the internal exchange rules and regulations on the Interval Servicing website before starting.

    I hope that this helps. If you have additional questions about the internal exchange program, you may wish to contact Interval Servicing by calling 1-800-930-5050 (US, Mexico & Canada) or 954-485-5400 (Rest of the World).
    I hope that this helps and that you are successful in exchanging your unit.

  • jgreen

    Dear Tiffany:

    Thank you for writing to Royal Resorts News. Yes, there are Zumba classes at The Royal Haciendas on Monday, Wednesday and Friday at 10 a.m. You will receive a copy of Welcome Home, your guide to activities and entertainment at the resort upon arrival. For the complete listing of activities, days and times, please call in at the Activity Center.
    I hope that this helps and that you and your family have a wonderful time at The Royal Haciendas.

  • jgreen

    Hi Cathy:
    Thank you for writing to Royal Resorts News. The Royal Sands webcam is out of service and is being repaired. We are not sure when it will be up and running. We had a thunderstorm on Monday afternoon with torrential rain, which obviously affected it. We would like to reassure you that the sun has been shining ever since!
    We apologize for the fact that you cannot see your home away from home at the moment and hope that normal service will soon be restored. In the meantime, the other resort webcams are operating normally.
    I hope that this helps.

  • Cathy Reglin

    Hi, Joanna, I just looked at the web cams again today after having looked at them a couple of days ago. Why is it still raining at the Royal Sands yet no where else? It's the same picture as a couple days ago, so now I don't know if what I'm looking at is real time or not. I really want to see real time pictures! I show them to friends to convince them to come to Cancun. What's up?

  • jgreen

    Dear Dennis:
    Thank you for writing to Royal Resorts News. Interval Servicing Co., the Fort- Lauderdale-based company that handles membership services for Royal Resorts manages the internal exchange program. Members who are unable to travel during their week or wish to visit another Royal Resort or vacation in their villa at a different time of year may enroll their unit or the suite or room portion in the program. Some
    members take advantage of the internal exchange program to extend their vacation for a week before or after their regular interval or for additional relaxation during a different season.
    You can use the convenient online service available at the Interval Servicing Co. website http://www2.intervalservicing.com/ where a video will walk you through the different steps or you can download a pdf form from the Members Area on http://www.royalresorts.com and email or fax it to Interval Servicing:
    The steps for using the Interval Servicing online internal exchange program when you decide to list your villa are:
    • Decide when and where you want to travel.
    • Create your wish list of up to five different options for your Exchange
    • The system will automatically match your list with daily searches
    • When a match is found, you will receive a confirmation
    • Complete the process by paying the online exchange fee

    You can check on the status of your request online and if the status reads “pending” this means that none of your choices are available. If this is the case you can select the “Instant Match” which will display other options that are available.
    Please note that you cannot do an internal exchange for multiple weeks using the online program, it will only accept single weeks. If you would like to exchange more than one of your weeks, please complete an Internal Exchange form and send it to Interval Servicing via email or fax.
    In order to take advantage of the Internal exchange program you must be in good financial standing with Royal Resorts and have paid your Annual Club Service Fee. Resort exchanges are subject to availability.
    The internal exchange fee is currently $149 US (to be paid when your exchange is confirmed) when you use the online internal exchange program or $159 US if you fax or email the form,again, to be paid when your exchange is confirmed (fees are subject to change without prior notice).
    I hope that this helps. If you have additional questions about the internal exchange program, you may wish to contact Interval Servicing by calling 1-800-930-5050 (US, Mexico & Canada) or 954-485-5400 (Rest of the World).
    I hope that this helps and that you are successful in exchanging your unit.

  • jgreen

    Dear Debbie:
    Thank you for writing to Royal Resorts News. Welcome back after so many years, we hope that you have a wonderful stay at The Royal Mayan. The new currency rules brought in by the Mexican government in 2010 state that you can exchange up to $1,500 US dollars per person during your stay in banks, bureau de change or at the Front Desk of your resort. A copy of your passport and immigration form if applicable, must be provided. This measure only applies to dollar bills, it does not apply to travelers checks.
    In response to your question about supermarkets, you can pay up to $250 US in cash for purchases in restaurants, stores, boutiques and supermarkets, again you will be asked to show a copy of your ID. I have noticed that some supermarkets are cautious about accepting $100 dollar bills due to concerns about counterfeit bills.
    Alternatively, you can pay in Mexican pesos or use debit or credit cards. Visa and MasterCard are accepted at Royal Resorts but not American Express.
    I hope that this helps and that you enjoy your vacation. Please let me know if there is anything else I can do to assist you.

  • jgreen

    Dear Diane:
    Thank you for writing to Royal Resorts News. Yes you are correct, your stay starts on October 20 and we are looking forward to welcoming you to your Mexican Caribbean home after four years away. I sent your question to the Food & Beverages department and to The Royal Market convenience store for staff to follow up on and I am afraid that we do not stock the beer you mention at this time. They are investigating to see if it is available locally and if I receive further information I will let you know.
    Please let me know if there is anything else I can assist you with in the lead up to your stay.

  • Tiffany B

    Hi Joanna,

    My family will be coming to The Royal Haciendas this weekend. I noticed on a travel review site that Zumba is offered at some Royal Resorts. Are Zumba classes available at The Royal Haciendas? If so, do you know when?

    Thanks so much!

  • jgreen

    Hola Lourdes:
    Dando mas seguimiento a mi respuesta anterior, la Gerente de Servicio a Huespedes de The Royal islander me ha confirmado que equipo para baño de discapacitados, regadera y banco esta disponible. Se instalará en su unidad antes de que llegan.
    Tambien le comento que The Royal Market cuenta con un servicio de sillas motorizadas (Amigo Classic scooters) para renta por dia o por semana.
    Espero que usted y su familia disfrutan sus vacaciones en The Royal Islander. Si requiere informacion adicional, no dude en contactarme de nuevo.

  • jgreen

    Dear Mac:

    Thank you for writing to Royal Resorts News.
    We understand that you and many other members wish to know what will happen with The Royal Mayan. The information I can share at this time is the following:

    With regards to The Royal Mayan membership, Royal Resorts is currently reviewing the results of the poll that was sent to The Royal Mayan membership and all of the comments received from members. An official announcement will be issued in the weeks to come.

    I hope that this helps.

  • LATONYA BEENE

    Hi, Joanna,

    We will be staying at the Royal Caribbean for our 10 year Wedding Anniversary Aug 4-11, 2012. We are Royal Resorts Members and exchanged into 2 villas at the Royal Caribbean and purchased 1 lock off at the Royal Islander. My husband and I will be bringing 8 other family members who have never stayed at the Royal Resorts to celebrate our Wedding Anniversary with us.
    This morning, June 28th, I recieved an exchange confirmation for a villa at the Royal Caribbean and per the confirmation the villa is located beach front. I know this is not assigned and can not be guaranteed, but if you could pass this along to the the Inventory department and Guest Service Manager at the Royal Caribbean that we would LOVE to celebrate our Wedding Anniversary in a Beach Front Villa, and if at all possible we would like to keep the villa in building G on our exchange or be assigned to any of the other beach front villas.

    Thank you

  • jgreen

    Dear Mr. Beck: Thank you for writing to Royal Resorts News. Thomas More Travel is still offering the airport transfer service for Royal Resorts members and guests. You can find details, rates and a contact form in the “Plan your Vacation” section of the Royal Resorts website and here is the link:
    http://www.royalresorts.com/app/forms/airport_transfers.aspx

    reservations must be made at least 48 hours before you are due to travel to Cancun. Shared and private transport services are available.
    In “Plan your Vacation” you’ll also find other helpful services such as The Royal Market online shopping service.
    The Thomas More Travel website is http://www.thomasmoretravel.com – it also has an online booking facility for transport and tours.
    I hope that this helps. Please let me know if I can assist you with anything else.

  • Roger Beck

    I have used the airport shuttle by Thomas Moore for years and now I don’t seem to be able to find their page. Is that service no longer provided? If it is provided how do I contact them?
    I need an answer ASAP!!!!!!!!!!!!
    Thank you

  • jgreen

    Estimada Lourdes:
    Gracias por escribir a Royal Resorts News. He enviado su pregunta al Gerente de Servicio a Huespedes en The Royal Islander para que esten avisados de la llegada de su familia y tan pronto tengo informacion acerca de la ayuda que pueden brindar, publicare mas detalles. Espero que esto sea de utilidad.

  • Mac McConnell

    Earlier this year a survey was sent to Royal Mayan owners in regard to opting for another year or selling the Mayan. Are there any results yet? Can you advise as to the current and latest status of the Royal Mayan’s future at this time?? Thanks In advance.
    Mac

  • Lourdes de Lacape

    Dear Joanna vamos a nuestra unidad el 30 de junio en Royal Islander a nombre de Francisco Acevedo 5 personas (Mis papas van en sillas de ruedas) es posible que me confirmen si tienen una silla para adentro de la banera? o si no es silla , un banco especial para personas discapacitadas?
    Favor informarme

  • Debbie Denton

    Joanna, we will be arriving on Saturday, June 30th for our first visit at the Royal Mayan since 2004. We are really looking forward to it. In the past we have gone to the mainland and got our week's groceries at the WalMart. With the new currency rules, will we need to pay in pesos or will they accept US dollars?

  • John Lynne Hemenway

    Good day Joanna — super good to see you back. Your the greatest & by far the most outstanding communicator we have. Thank you for getting back to me concerning Cancun inter-resort shuttles & Haciendas.

  • William John Summers

    Dear Joanna,
    It is great to have the posts and your very helpful responses back up. Thanks to you and all who have worked behind the scenes to get this restored.
    Ciao,

    William John Summers.

  • Linda Benson Rechenbach-Smith

    If I want to trade my unit to visit another Royal Resort location, how far in advance can I do this?

  • Dennis Joseph Awad

    I have my week at the Club Intl de Cancun Sept 1-8 this year and want to try a different location within the Royal family. I was thinking of the Royal Hacienda in Playa Del Carmen. Can I make a change to that resort? How, much would it cost? How do I do It? Let me know at

  • Diane Johnson

    Good afternoon Joanna….My brother and I are heading to our suite at the Royal Islander for week 42 which starts October 20th I believe. (please correct me if I'm wrong). I was wondering if they have the Canadian beer called Labatt Blue? I know they didn't last time we were there but it has been four years now! We are excited to visit again!

  • jgreen

    Dear Jim:

    Thank you for writing to Royal Resorts News. In 2012 week 48 begins on December 1. Here is a link to the interval calendar: http://www.royalresorts.com/membersarea/interval-calendars.asp so that you can check.
    I hope that this helps.

  • jgreen

    Dear Charlotte: Thank you for writing to Royal Resorts News. Upon receipt of your request I forwarded it to Interval Servicing Co. and a representative should have contacted you by now. I hope that this helps.

  • jgreen

    Dear Leticia;
    Thank you for writing to Royal Resorts News. In 2012 week 36 does indeed start on September 8, through to September 15. Here is the link to the interval calendar if you need to check anything else: http://www.royalresorts.com/membersarea/interval-calendars.asp
    I hope that this helps, please let me know if I can assist you with anything else in the run up to your vacation.

  • jgreen

    Dear Louis: Thank you for writing to Royal Resorts News. Your request was forwarded to the Restaurant Division and I notified you via email that your favorite brand of beer would be available in the bars and pool bar at The Royal Sands. I hope you are enjoying your stay.

  • jgreen

    Dear Jacklene:
    Thank you for writing to Royal Resorts News. We have published a selection of recipes for favorite dishes and cocktails requested by members on this blog, they are not specific to La Palapa at The Royal Mayan. You will find them in “Royal Recipes” For example, here is the recipe for Sopa de Lima or Lime Soup that you requested: http://www.royalresortsnews.com/trips-travel-tools/royal-recipes/lime-soup%E2%80%A8/
    Other recipes have been posted in the Ask Joanna question and answer section in response to specific requests from members. We will soon be publishing additional recipes, in the meantime here is a recipe for the guacamole prepared tableside at La Veranda and Hacienda Sisal restaurants.
    Guacamole
    Quantities are given per person and if you plan to prepare this for several people you do need to increase them.
    1 ½ avocados per person
    1 tbsp. chopped onion
    2 tbsp. chopped tomato
    1 tbsp. chopped fresh coriander
    ¼ tsp. oregano
    ½ tsp. salt (according to taste)
    1/8 tsp. dried granulated garlic
    1 tsp. chopped chile serrano (add according to taste)
    Juice of half a lime
    3 oz. warm tortilla chips per person

    Scoop the avocado flesh into a bowl and remove the seeds. Use a potato masher or fork to mash the avocado or leave diced if you prefer your guacamole chunky. Add the onion and tomato, cilantro, spices, salt and finally the chile and lime juice. Serve with warmed tortilla chips.

    And here is the recipe for the Pico de Gallo salsa available at The Royal Market resort stores. A word of warning, the quantities in the recipe I received are sufficient to make one kilo of salsa, so you will need to adjust it if you want to make a smaller amount.

    Pico de Gallo
    828g of finely chopped tomato
    255g finely chopped white onion
    17g finely chopped serrano chili (remove the seeds for a milder salsa, make sure you wear gloves when chopping chili)
    25g fresh coriander, finely chopped
    Lime juice (50g lime)
    1g dried oregano
    4g salt
    2g ground pepper
    5g garlic

    Chop up tomato, onion, chili and coriander, mix ingredients and season. Serve with tortilla chips.

    I hope that this helps.

  • jgreen

    Dear Nancy:
    Thank you for writing to Royal Resorts News.
    I forwarded your comment about the food prices at The Royal Haciendas to the Restaurant Management team.
    With regard to the all-inclusive aspect of your question, a packages program will be offered at The Royal Haciendas and The Royal Sands as of October 27, 2012, with the intention of rolling it out to the other resorts in 2013. It will give guests the opportunity to customize their vacations with add-ons such as food and beverages, spa services, tours, etc. Royal Resorts members will always have optional access to the said packages, and a special members all-inclusive package which will be available at a discounted rate, regardless of whether they are using their week, renting additional time or using the internal exchange or international exchange alternatives. Similarly, family and friends they invite to vacation with them in their villa will have optional access. If members rent their villa privately or loan it, the people they rent to will also have optional access to the packages. Additionally, if members acquire additional space for guests through an internal or international exchange or a rental in a different villa, the said guests will also have optional access provided that the reservation is in the name of the member.
    Non-members who rent villas through the Royal Resorts Reservations Center or from online travel portals and those who use an international exchange company will have their room, food and beverages and other services built into a mandatory all-inclusive package sold at the market rate, and they also have the option to purchase additional packages if they wish to do so.
    I recommend that you visit http://www.royalresorts.com/packages for detailed information and please read the FAQ section as it covers these and many other additional questions.
    Package descriptions and pricing will be published by July 2, 2012.
    I hope that this helps.

  • Jim McCormick

    We are looking for a calendar on your website. We would like to know the dates for Week 48 of 2012. Thank you

  • Charlotte Bailey

    Hello Joanna
    Is there any way i can obtain a copy of a maintaince payment for the year of 2010?

    Thank you, for your time

  • Leticia Sandoval

    Hello,

    Will you please confirm with me what date is week
    36- I think it is September 8th thru the 15th 2012
    is that correct? I need to book my airline flights
    and I want to make sure of the dates.
    Thank you!

  • LOUIS POLLOCK

    HI JOANNA-WE ARE COMMING HOME WEEK 18,AND EVERY YEAR YOU AIWAYS HAVE COORS LIGHT FOR ME .AT ALL THE BARS AND POOL BAR,SO I’M ASKING IF WE COULD DO THIS AGAIN THIS YEAR? ITS NICE TO GO TO THE POOL BAR AND THEY HAVE COORS LIGHT. BE AT THE SANDS IN 9 DAYS.

  • Jacklene Johner

    I was told most of the Mayan Palapa recipes were posted, but I only find a few. I found the black bean soup but am interested in the salsa and guacamole to name just a couple, Key Lime Soup, too.

  • Nancy Burman

    Is the Royal Haciendas going all inclusive? I hope so because I think the food prices are over the top.

  • Michael Brimicombe

    I read on the Royal Resorts Message Board where an owner had been told during the member update meeting that Royal Resorts was severing their relationship with Interval International.

    Obviously if true then this would have an impact on all owners.

    Would you please clarify the situation. Thanks.

  • jgreen

    Dear Dave:
    Thank you for writing to Royal Resorts News. The current rates for the use of the Fitness Center at The Royal Haciendas are $8 US per person per day and $38 US for a weekly pass. A multiple Gym Pass is also available at all the resort gyms, this weekly pass costs $50 and entitles you to use any of the Royal Resorts Fitness Centers.
    I hope that this helps, please let me know if I can assist you with anything else.

  • Dave Latchana

    Hi Joanna – can you please let me know the current daily and weekly rates for the fitness center at the Royal Haciendas? Thanks in advance

  • jgreen

    Dear Craig:
    Thank you for writing to Royal Resorts News. At The Royal Caribbean, “H” is a beachfront building and villa 331 is on the top floor. If you visit the Royal Resorts website and look at The Royal Caribbean page using the following link, you’ll find a resort map which shows the location of your building and also of different resort amenities such as the pools, tennis courts and the restaurant. Click to enlarge it.
    http://www.royalresorts.com/the-royal-caribbean.asp
    I hope that this helps, please let me know if you need additional information in the lead up to your stay.

  • Craig Cunningham

    Joanna;
    I exchanged my timeshare for the week of March 9-13 2013. We are in building H 331at the Royal Caribbean. Can you tell me which building that is in relation to the other
    buildings and what kind of view we will have to the ocean.
    Thanks much
    Craig

  • jgreen

    Dear Norene: Thank you for writing to Royal Resorts News. You need to place your Kitchen Starter Kit order no later than 48 hours prior to your arrival on the Saturday your week starts or up to 15 days in advance of your trip. Here is the link to the online shopping service: http://www.royalresorts.com/app/cybermall/kitchen_stuffers.aspx
    I hope that this helps and that it gives you time to make your order. Please let me know if I can assist you with anything else.

  • Norene Sanchez

    Hi Joanna,
    I will be ordering starter kit from Sands Royal Market for our arrival. What is the advance time that I need to submit my order so that it is delivered on Saturday check-in? Thank You.

  • jgreen

    Dear Ilene: Thank you for writing to Royal Resorts News. I forwarded your initial email to Jorge and he is expecting you. I think he will call you when you arrive at the resort to set up an appointment at your convenience. He can be reached through the Membership Office but visits all the resorts during the week to talk to members
    I hope that this helps, as soon as I have further information I will contact you again.

  • Ilene Gelber

    Hi Joanna,
    Thank you for responding. How do I contact Sr. Lopez when I get to Cancun? Where is his office?
    ilene

  • jgreen

    Dear Merideth: Thank you for writing to Royal Resorts News. The current rates for the use of the Fitness Center and Wet Area at The Royal Sands Spa are $12 US per person per day and $50 US for a weekly pass. If you book a facial, body treatment or massage at the Spa you can use the wet area and gym without charge on the day of your therapy appointment.
    The rates at The Royal Caribbean are $8US daily per person and $38 US weekly per person.
    A multiple Gym Pass is also available at all gyms. This weekly pass costs $50 and entitles you to use any of the Royal Resorts Fitness Centers.
    I hope that this helps, please let me know if I can assist you with anything else.

  • jgreen

    Dear Mr. Maloney: Thank you for writing to Royal Resorts News. I have forwarded your question to our IT department so that they can check your address against their database and ascertain why you have not received the emails yet. They may have another email registered for you, all cases that come to light are being checked and we will make sure that the emails are sent to you.
    We apologize for the oversight and for the annoyance it has caused.

  • Merideth

    What is the current cost of the gym membership at the Sands or a combo membership to also use at the Caribbean?

  • John Maloney

    I have not had any information sent to me regarding either the All Inclusive question and the plans for the residuals in the Royal Mayan. Why has RR been lax in getting this information to its members. I understand that a vote is coming up before I will be visiting in May and I have no information about the vote and the options offered.

    Please have someone contact me.

  • jgreen

    Dear Ilene: Thank you for writing to Royal Resorts News. I forwarded your request for a meeting during your upcoming vacation and have been advised that Jorge Lopez, the Guest Relations Manager, will be happy to meet you to discuss the packages program. The Guest Services Manager at your resort is also available to meet members.
    I have sent your question to Jorge Lopez so that he is aware of your request.
    I hope that this helps and that you enjoy your Easter vacation.

  • Ilene Gelber

    Hi Joanna,
    We will be at the Royal Sands week 14. We along with many other owners are very upset about the proposed AI plan the RR are planning. We would like to meet with someone involved in this decision. Could you please give me a name of a contact person with whom we can meet. Thank you,
    ilene gelber

  • jgreen

    Dear Laura: Thank you for writing to Royal Resorts News. I forwarded your question to colleagues in Guest Services and the Inventory Control department. It appears that your reservation has not yet been entered in the system and that is why it is not appearing in the pre-registration program. This is not something for you to worry about, we do realize that you will be coming, however it would be a great help if you could send us your I.I. confirmation number so that staff can track and process your reservation. Once it has been added to the system you will be able to complete your pre-registration.
    You may send your confirmation number to the blog and I will also be sending you an email in case you do not see this post. I hope that this helps and look forward to hearing from you soon.

  • Laura Hill

    Hi Joanna,
    In the past, as a Royal Resorts member, I have been able to pre-register for my I.I. exchanges. I have a confirmed I.I. exchange for the Royal Sands week 17 (April 28, 2012- May 5, 2012) usually the I.I. unit appears in the pre-registration area about a month or so prior to arrival. This exchange still has not shown up in the pre-registration area. Any help you can provide is very much appreciated!
    Thank you,
    Laura

  • jgreen

    Dear Mr. Hemenway:
    Thank you for writing to Royal Resorts News. I apologize for the delay in getting back to you.
    In response to your question, here are the following points:

    Access to packages will always be optional for members regardless of how they are staying at the resort, i.e. if they are staying in their villa, if they rented a villa or if they did an internal or international exchange. Access is also optional for family and friends staying in the member’s villa.

    When Royal Resorts members rent their villa/suite/room to non-members, the non-member family renting the unit will have optional access to the packages. This is also the case for Owner loans, the family borrowing the unit from the member will have optional access to the packages.

    If Members acquire additional space for their guests either through an International exchange company, or an Internal Exchange with ISCO or a rental but the guests are not staying in the same unit as the Member, the said guests will have optional access to the All-Inclusive package if the reservation is in the name of the Member. If the Reservation is NOT in the name of a Member, their guests will not have optional access to the All-Inclusive package.

    With regard to non-members purchasing an I.I. Getaway to stay at The Royal Haciendas or The Royal Sands, yes, they will be required to purchase an all-inclusive packages.

    If a Member has non-member friends who exchange into Royal Resorts with their own timeshare, not a Royal Resorts membership, through an International exchange company, the non-member friends will have to purchase the mandatory All-Inclusive package.

    Royal Resorts has published additional details about the planned package program on http://www.royalresorts.com/packges in order to address some of the questions and concerns that have been voiced.
    I hope that this helps and that you are enjoying your vacation at The Royal Haciendas. Please let me know if I can assist you with anything else.

  • jgreen

    Dear Linda: Thank you for writing to Royal Resorts News. We are sorry to hear that you will not be able to come down to The Royal Caribbean this year. If you do not want to trade your unit with Interval International you could enroll it in the internal exchange program managed by Interval Servicing Co. (ISCO), the company that handles membership services for Royal Resorts. I recommend that you visit http://www.IntervalServicing.com where you’ll find a video explaining how the internal exchange program works and you can even enroll your villa in the program online.
    You can also find information about internal exchanges and a downloadable form in the Members Area on http://www.royalresorts.com. Here is the link: http://www.royalresorts.com/membersarea/internal-exchange-program.asp
    An alternative is to call Interval Servicing for assistance at 1-800-930-5050 US/Canada, Mexico 001-800-930-5050 and Rest of the World +954-485-5400; Fax: 954-730-9647.
    I hope that this helps and that you are able to reschedule your vacation.

  • John Lynne Hemenway

    Buenos tardes Joanna — Concerning the AI communications: it is my understanding (after talking to several manager staff personnel here at the Haciendas) that when a Royal’s member rents their villa/suite/room to a non member, the non member family will not be required to purchase one of the AI packages, but will be given that option? If a non member purchases an I.I. “getaway” than that family/person would be required to be part of the AI? Thanks for your great service.

  • Linda Young

    Hi Joanna, I have been a member since 1993. But I do not know what to do about this year. We own week 42, ocean front in the Caribbean, but will not be able to come down this year. I.I. has been a disappointment in the past so I was wondering what our options would be with the Royal Resorts directly. Thank you in advance for your help in this matter. Sincerely Linda

  • jgreen

    Dear Barbara: Thank you for writing to Royal Resorts News. Your comments about the packages program mailing have been forwarded to Royal Resorts Management and they will be addressing concerns that have been voiced and sharing additional information in the weeks and months to come.
    The all-inclusive packages will be optional for Royal Resorts members regardless of how they are staying at the resort, whether it is in their own villa or in a rental or exchanged unit. Family and friends staying as guests of a member in their unit(s) will have optional access to all packages.
    With regard to your question about exchanging or renting additional space for your guests, I can clarify that if the rental, exchange or guest certificate reservation is in your name as a Royal Resorts member then access to the all-inclusive packages would be optional for the occupants. If the reservation is in the name of a non-member the all-inclusive package would be mandatory.
    I hope that this helps answer your question. Please let me know if you have additional concerns.

  • Barbara Minzer

    I have a question about the all inclusive packages to be offered at the Royal Haciendas starting next October. The description of the packages states that they are not mandatory for members even if the member is staying in a rental or and exchanged unit or for guests of members who are staying in the member’s unit.

    My question is: If a member stays in their own unit and acquires additional space for their guests either through an Interval International or rental, does the guest staying in the rental or exchange unit have to get the mandatory all inclusive package? Does the guest have the same access to optional packages that the member does? I am assuming that the member would be present when the guest checked in and would be staying at the resort the entire time the guest did.

  • jgreen

    Dear Merideth: Thank you for writing to Royal Resorts News. Your suggestion has been forwarded to the Royal Resorts Management team for consideration. I hope that this helps.

  • jgreen

    Dear Richard: Thank you for writing to Royal Resorts News. I forwarded your email to the Guest Services Manager at your resort yesterday and I believe that he has now contacted you. It appears that the email you were sent informing you of your win never reached you. We apologize for this. Congratulations, we hope that you will visit us soon.

  • jgreen

    Dear Norene:
    Thank you for writing to Royal Resorts News. The shuttle service to The Royal Haciendas offered by Thomas More Travel now costs $25 US round trip (minimum of two people). The schedule is as follows: Monday to Thursday, departures at 10 a.m. from The Royal Caribbean, return from The Royal Haciendas at 5 p.m.
    Private transport is also available if you can get a larger group together who would like to visit the resort, the cost is $85 US one way and $155 US round trip for a van with seating for up to 10 passengers.
    You need to reserve with Thomas More Travel beforehand and can do so at the tour desk in your resort.
    With regard to the Saturday Inter-Club Shuttle for members and guests who are changing resorts, the rate is $19 US per person in a shared van. The departure time from The Royal Sands is 11:30 a.m. and from The Royal Haciendas it is at 1 p.m.
    All rates and times are subject to change without prior notice, it is always a good idea to verify the information at the tour desk.
    I hope that this helps and that you enjoy your vacation. Please let me know if you would like any additional information or assistance before your trip.

  • jgreen

    Dear Norene: Thank you for writing to Royal Resorts News. I am checking the information you requested and will publish an additional response shortly.

  • jgreen

    Dear Eric: Thank you for writing to Royal Resorts News. We are checking this information for you and will get back to you. In the meantime, here is the information for MayaKoba: $280 US (Nov 1 – May 31, 2012) from 7 to 9:50 a.m., $230 US from 10 a.m. – 12:50 p.m. Includes shared golf cart with GPSI, 18 holes and bottled water. For transportation you need to reserve 24 hours in advance. Twilight rate: $180 US after 1 p.m. (Nov. 1, 2011 – May 31, 2012). No special Royal Day tournament.
    If you would like to make a reservation to play at this course during your stay, ask your concierge or call the Golf & Restaurant Reservations Center at ext. 165. I hope that this helps.

  • Merideth

    Could you please pass this on: I just read about your all inclusive package. I am not totally upset about it. Please consider these concerns: We don’t drink alcohol so please have a package for non drinkers that would include soft drinks, etc. Maybe a 2 meal a day package for those who would be away from the resort. Or so many meals a week, so if you are away for lunch on day you can have breakfast, lunch and dinner another day. But I am most concerned about the alcohol. That’s one reason when we go other places we don’t like the all inclusive because of the high price for a non drinker.

  • jgreen

    Dear Julie:
    Thank you for writing to Royal Resorts News. We did a little research and can tell you that the manufacturer of the Pronto pancake mix is Unilever, a multinational company. It appears that the Hotcakes Pronto Maizena mix is only sold in Mexico but we are sure that if you contact Unilever via their website, they will be able to suggest an alternative brand with a similar flavor. Here are the links to the Unilever website and also to the product description of the Mexican brand.

    http://www.unileverusa.com/
    http://www.unilever.com.mx/
    http://www.unilever.com.mx/brands/foodbrands/maizena.aspx

    I hope that this helps. If you cannot find the pancake mix in the United States, perhaps it is a case of stocking up the next time you come down on vacation.

  • jgreen

    Dear Alicia: Thank you for writing to Royal Resorts News. Coors Light beer is available at The Royal Market store in all the Royal Resorts, including The Royal Haciendas.I have been informed that it is not on sale in the resort restaurants and bars, they stock a similar Light brand.
    I hope this helps, please let me know if there is anything else I can assist you with.

  • jgreen

    Dear Cheri: Thank you for writing to Royal Resorts News. Cancun changes to Daylight Savings Time on March 31, meaning that we adjust our watches this Saturday night and have an extra hour of Mexican Caribbean sunshine on Sunday, April 1! I apologize for the earlier inaccurate information.
    I hope that this helps.

  • jgreen

    Dear Cheri: Thank you for writing to Royal Resorts News. Cancun changes to Daylight Savings Time on March 24, meaning that we adjust our watches this Saturday night and have an extra hour of sunshine on Sunday, March 25!
    I hope that this helps.

  • jgreen

    Dear Charles and Barbara: Thank you for writing to Royal Resorts News. Welcome to the Royal Resorts family, I am sure that you are looking forward to your first vacation with us.
    As Royal Resorts members you do not need to make a reservation, the villa you selected will be ready and waiting for you when you arrive and it is fully equipped with everything you’ll need during your stay.
    If you visit the “Plan your Vacation” section on the Royal Resorts website http://www.royalresorts.com you’ll find a number of convenient online services that you can use before you travel to Cancun and they will save you time upon arrival. Here is the link to the section: http://www.royalresorts.com/plan-your-vacation.asp
    For example, as Royal Resorts members you can use the online preregistration service to take care of your check-in paperwork. By doing so, all you will have to do upon arrival at your resort is sign the registration card and collect your villa key cards from the Front Desk. Please note that you will have to type in your Member log in in order to access the Online Preregistration program.
    Another service that will save you a trip to the supermarket is the Kitchen Starter Kit, the online shopping service. You can order groceries and drinks and stock up your villa fridge and staff from The Royal Market resort store will deliver your purchases to your villa the day you arrive. Here is the link to the online ordering list: http://www.royalresorts.com/app/cybermall/kitchen_stuffers.aspx
    You also asked about transport from Cancun Airport to your resort. Thomas More Travel, the in-house travel agency at Royal Resorts offers an airport transfer service to the Royal Resorts in Cancun and to The Royal Haciendas in the Riviera Maya. You need to book 48 hours before you are due to fly to Cancun and will receive a pre-booked voucher that you must show to uniformed Thomas More Travel representatives waiting outside the arrivals area. Airport transfer fares will be added to your villa bill to be paid at the end of your vacation.
    Here is the link to the information on the airport transfer service and rates and the contact form you need to fill in if you would like to make a reservation: http://www.royalresorts.com/app/forms/airport_transfers.aspx
    If you prefer not to use the online form, you can send an email to airportservice@royalresorts.com with your travel details, email and phone number and a Thomas More Travel representatives will contact you.
    If you are planning to do some sightseeing during your Mexican Caribbean vacation, you might like to take a look at some of the articles in the destination section of this blog, it is called Trips and Travel Tips and it features information on Cancun and Riviera Maya, the underwater world, Mayan archaeological sites, nature reserves, eco parks and much more. You can also visit http://www.thomasmoretravel for a look at the tours, water sports, boat trips and other activities it offers.
    I have forwarded your post to Thomas More Travel given your interest in the airport transfer service and also to Guest Services so that they know to expect you.

    I hope that this helps, please let me know if there is anything else I can assist you with in the lead up to your vacation.

  • Cheri Seils

    Joanna,

    When does Cancun change to Daylight Savings Time?

    Thank you.

    Cheri Seils

  • Richard Nielsen

    Dear Joanna,
    We were reading the Royal Resorts News and were looking at the list of past winners of the In Search of Excellence drawing. What a surprise when we found my name on that list. We own unit 4363 for week 14 at the Islander plus week 13 at the Royal Sands.

    We were never notified that I was a winner, so we were wondering what we won and why we were not notified.

    Thank you for looking into this.

    Richard Nielsen

  • jgreen

    Dear Lorraine: Thank you for writing to Royal Resorts News. I will certainly notify Guest Services at The Royal Mayan and the Inventory Control department, however it would help if you could send your stay dates so that they can check their records and make notes accordingly. I look forward to hearing from you.

  • Norene Sanchez

    Hi Joanna,
    We are trying to do a little pre-planning for our week 17 Sands stay. Could you please tell me what the schedule is and shuttle cost to visit Royal Haciendas for the day? Also what is the current cost to transfer from Sands to Royal Haciendas on Saturday. We are staying at RH for week 18. Thank You.

  • Lorraine DePerry

    We will be arriving a day later than when our rental period begins. How can I notify the Royan Mayan of this. This is our first exchange and I would not want them to give our week away if they think we are not coming. Thank you

  • jgreen

    Dear Mr. McCormack: Thank you for writing to Royal Resorts News. I have forwarded your request to the Executive Guest Services Manager and the Guest Services Manager for The Royal Mayan and The Royal Islander and they will take care of the wheelchair and will also contact you to see how else they may assist you.
    I hope that this helps. Please let me know if there is anything else I can help you with.

  • John McCormack (Wk15 - I-637)

    My wife and I wilkl be at the RM and RI from 4/14 til 4/28. We have a need for a wheelchair to be assigned to us for the entire trip. Can this be arranged and how does one go about it. Of course I will have much more equipment to bring with us. An oxygen concentrator, a walker and many other misc. items. Please help.
    Thank you.

  • Eric Guinn

    Joanna, do you have any info about the other courses in the area? Like the TPC, Rivera Cancun, Mayakoba and the Rivera Maya golf club club.
    We are looking for cost and if transportation is available?

  • jgreen

    Dear Joe: Thank you for writing to Royal Resorts News. The Taco Party is on Monday at The Royal Haciendas. The Concierge who has been assigned to look after you during your stay at the resort will have your invitation to the event and to the Sunday Orientation meeting and Welcome Party.
    I hope that this helps and that you have a wonderful vacation.

  • jgreen

    Dear Nina: Thank you for writing to Royal Resorts News and for your interest in Royal Resorts and in pursuing your studies in Mexico. However, I regret to inform you that while Royal Resorts does have an internship program, it is only open to Mexican students attending Mexican universities and colleges with which the company has agreements. Due to immigration and labor law restrictions, it is not available for students at universities in other countries.

    The Mexican Embassy or consular offices in Germany will be able to give you detailed information on study programs in Mexico. Immigration laws dictate that foreign universities offering student exchange and internship programs to the country must have agreements with similar Mexican academic institutions.

    If your university is affiliated to or has a relationship with a Mexican college which would act as your sponsor and assist you with immigration papers and any other legal requirements needed for an internship in this country, and would certify the program, Royal Resorts would be happy to reconsider.

    I hope that this helps and you are successful in your search for opportunities to travel to Mexico.

  • jgreen

    Dear Stephanie:
    Thank you for writing to Royal Resorts News. Here is the latest golf information you requested and details of the weekly golf tournaments at participating courses. I have also sent you the information via email. If you would like to make reservations, please call the Golf & Restaurant Reservations Center at ext. 165 upon arrival at The Royal Islander or ask your Concierge for assistance.

    Current Green Fees
    Cancun Area

    Iberostar Cancun Golf Club
    $125 US for 18 holes
    Includes shared golf cart, food and beverages from the snack cart
    Transport is included to the course from your resort if more than two players and if you book 24 hours in advance.
    Twilight green fee: $99 US after 2 p.m.

    Playa Mujeres
    $135 US for 18 holes
    Includes shared golf cart, bottled water
    Transport included to the course from your resort if you book 24 hours in advance.

    Riviera Maya

    Iberostar Playa Paraíso
    $125 US for 18 holes
    Includes shared golf cart, food and beverages from the snack cart
    Transport included if you book 24 hours in advance; scheduled departure times from Royal Resorts.
    Twilight green fee: $99 US from 2 p.m.

    Grand Coral
    $120 US for 18 holes
    Includes shared golf cart, 2 bottles of water, game accessories, use of club house facilities
    Transport included if you book 24 hours in advance and subject to availability.
    Twilight green fee: $90 US from 1 p.m.

    Information is subject to change without prior notice. Reservations should be made by 5:30 p.m. the day before you wish to play. If you have to make a cancellation you must do so 24 hours before you were scheduled to play.

    Royal Resorts Tournament Days
    Royal Resorts now has Royal Tournament Days at four golf courses, sign up for one or sign up for all of them.

    Monday at Grand Coral
    Cost: $95 US
    Includes transportation

    Tuesday at Playa Mujeres
    Cost: $99 US
    Includes transportation from your resort

    Wednesday at Iberostar Cancun
    Cost: $99 US
    Includes transport

    Thursday at Iberostar Playa Paraíso
    Cost: $99 US
    Includes transportation from your resort

    You do need to book for the tournament days in advance. You can do this by requesting help from your Personal Concierge or by calling the Golf & Restaurant Reservations Center at ext. 165 upon arrival at your resort. Depending on the course you select they will also give you additional details and the departure times.
    All rates are subject to change. Tournaments are weather permitting.

    I hope that this helps and that you enjoy your vacation. Please let me know if I can assist you with anything else.

  • jgreen

    Dear C: Thank you for writing to Royal Resorts News. Here is the latest golf information you requested and details of the weekly golf tournaments at participating courses. I have also sent you the information via email. If you would like to make reservations, please call the Golf & Restaurant Reservations Center at ext. 165 upon arrival at your resort or ask your Concierge for assistance.

    Current Green Fees
    Cancun Area

    Iberostar Cancun Golf Club
    $125 US for 18 holes
    Includes shared golf cart, food and beverages from the snack cart
    Transport is included to the course from your resort if more than two players and if you book 24 hours in advance.
    Twilight green fee: $99 US after 2 p.m.

    Playa Mujeres
    $135 US for 18 holes
    Includes shared golf cart, bottled water
    Transport included to the course from your resort if you book 24 hours in advance.

    Riviera Maya

    Iberostar Playa Paraíso
    $125 US for 18 holes
    Includes shared golf cart, food and beverages from the snack cart
    Transport included if you book 24 hours in advance; scheduled departure times from Royal Resorts.
    Twilight green fee: $99 US from 2 p.m.

    Grand Coral
    $120 US for 18 holes
    Includes shared golf cart, 2 bottles of water, game accessories, use of club house facilities
    Transport included if you book 24 hours in advance and subject to availability.
    Twilight green fee: $90 US from 1 p.m.

    Information is subject to change without prior notice. Reservations should be made by 5:30 p.m. the day before you wish to play. If you have to make a cancellation you must do so 24 hours before you were scheduled to play.

    Royal Resorts Tournament Days
    Royal Resorts now has Royal Tournament Days at four golf courses, sign up for one or sign up for all of them.

    Monday at Grand Coral
    Cost: $95 US
    Includes transportation

    Tuesday at Playa Mujeres
    Cost: $99 US
    Includes transportation from your resort

    Wednesday at Iberostar Cancun
    Cost: $99 US
    Includes transport

    Thursday at Iberostar Playa Paraíso
    Cost: $99 US
    Includes transportation from your resort

    You do need to book for the tournament days in advance. You can do this by requesting help from your Personal Concierge or by calling the Golf & Restaurant Reservations Center at ext. 165 upon arrival at your resort. Depending on the course you select they will also give you additional details and the departure times.
    All rates are subject to change. Tournaments are weather permitting.

    I hope that this helps and that you enjoy your vacation. Please let me know if I can assist you with anything else.

  • Kathy Thistlethwaite

    Dear Joanna,

    Thank you very much for your prompt response to my inquiry about our II exchanges. Guest Services did contact me today and the issue has been resolved. I very much appreciate your forum because I really didn’t know who at the Resorts to contact about this matter. Having you to go to makes it so much easier for us members.

    Kindest Regards,
    Kathy

  • Cheri Seils

    Joanna,

    When does Cancun change to Daylight Savings Time?

    Thank you.

  • Alicia Sikora

    I will be traveling to the Royal Haciendas in April and was wondering if Coors Light is available at the Royal Haciendas, either in the market or at the bars?

  • jgreen

    Dear Kathy: Thank you for writing to Royal Resorts News. I have forwarded your question to Guest Services and the Inventory Department for them to check and as soon as I have a response I will get back to you. I hope that this helps.

  • Charles and Barbara Cornell

    We will be arriving on the 14th of April for our first visit as owners of Villa L5535 and would like to kow what we need to do before arriving, and how to arrange transportation once we do arrive into Cancun.
    Thank you
    Barbara & Charles Cornell

  • Kathleen Thistlethwaite

    Dear Joanna,

    We own weeks 18 and 19 at the Royal Islander. This year we exchanged some lock-offs through II to stay at Hotel El Castellano week 16, the Royal Cancun for week 17, and the Royal Sands for week 20. When I went to pre-register on the RR members page, they only showed Hotel El Castellano, and the Royal Islander. I called ISCO to see why the weeks at the Royal Cancun and the Royal Sands were not appearing under the pre-registration, and ISCO told me they have no record of these exchanges. I do have confirmation numbers. How can I verify that the Royals have a record of my exchanges? I would hate to show up and find there is no room for us.

  • Julie

    Joanna:
    When we were down in January, we bought the Pronto pancake mix in the grocery store. They were the best pancakes- the only ones my daughter has ever eaten. Needless to say, I’d like to buy some here at home. Can you tell me the manufacturer or parent company? I can seem to find them online anywhere. Thanks!

  • jgreen

    Dear Cathy:
    Thank you for writing to Royal Resorts News. Here is the Miami Vice cocktail recipe you requested. It is actually a blend of two other cocktail recipes: Piña Colada and Strawberry Daiquiri so you are getting three drinks to try out!

    This recipe serves two people.

    Piña Colada
    1 1/2 oz white rum
    1 1/2 oz coconut cream
    1 1/2 oz evaporated milk
    2 oz pineapple juice
    Ice
    Blend until frosted

    Strawberry Daiquiri
    1 1/2 oz white rum
    3 oz frozen strawberries blended (you could use fresh strawberries too)
    1 oz grenadine
    1 oz lime juice
    Ice
    Blend until frosted

    In a large (14 oz) glass start adding layers of the two different drinks to form stripes, taking care that they do not mix. Garnish with pineapple and orange slices.

    Enjoy!

  • jgreen

    Dear Rich: Thank you for writing to Royal Resorts News. I have responded to your query via email.

  • stephanie lampton

    we are visiting royal islander week 14 &15 and are looking for deals on golf green fees

  • Joe

    Dear Joanna: We will be staying at the Haciendas March 17-24. What day is the taco party?

    Thanks.

  • Freeman Budgell

    What will happen to the Royal Mayan after 2013 as there been a decission made yet.

  • Nina

    Good evening Joanna,

    my name is Nina and I am an 18-year old Hotel and TourismManagement student from Germany.
    I am looking for an internship in this fascinating country where I can train my Spanish skills and of course learn about Hotelmanagemt with all its tasks.
    Does your resort offer internships?

    Greetings from Germany

  • jgreen

    Dear Judy: Thank you for writing to Royal Resorts News. I have forwarded your request to Guest Services but it would be a great help if you could let me know which resort you are going to be staying at and how many chairs you are going to need. I look forward to hearing from you.

  • Judy

    Joanna,
    We will be arriving with our children and grandchildren in a week and need high chairs in our suites. How do I go about reserving them?

  • C Berk

    I will be arriving March 22 and would like to know the latest golf information. A