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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!

  • 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.

  • http://www.royalresorts.com 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.

  • http://www.royalresorts.com 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”).

  • http://www.royalresorts.com 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

  • http://www.royalresorts.com 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.

  • http://www.royalresorts.com 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.

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