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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 (2742)

  • 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.

  • 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

  • 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?

  • 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

  • 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.

  • 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.

  • 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.

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