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TRAVEL WITH CONFIDENCE
TRAVEL WITH CONFIDENCE
- OVERVIEW
- LOYALTY PROGRAMS
- ABC MEDICAL CENTER, OUR PROTOCOLS ALLY
- TEMPORARY CLOSINGS AND/OR LIMITED SERVICES
- BOOK AND CHANGE AS NEEDED
- COMMITTED TO PEOPLE
- WE ARE READY TO WELCOME YOU
- TRAVEL WITH CONFIDENCE
- CLEANING PLAN:GROUPS AND MEETINGS
- SAFE TRAVELS STAMP BACKED BY WTTC
- TRAVEL WITH CONFIDENCE PROTECTION
- COVID-19 TEST
- FAQ's
We are advised by the ABC Medical Center in the prevention, hygiene, and disinfection protocols of our facilities.
Our change and cancellation policies as well as our flexible programs and memberships are at your disposal. We are committed to keeping you updated and informed about any changes during this time and throughout our hotel reopenings.
- Your level, guaranteed until 2021
At Fiesta Rewards, we have been grateful for your loyalty for more than 30 years, and your family's health is of utmost importance to us. Because we want you to keep traveling and sharing great moments with your loved ones, if you accumulated or used your points in the last 24 months, you will also be able to maintain your membership level until January 31, 2021.
For more information, please call the Fiesta Rewards line: *8585
Fiesta Rewards, we know you, we appreciate you.
We are advised by the ABC Medical Center in the prevention, hygiene, and disinfection protocols of our facilities.
- ABC Medical Center, our protocols ally
At POSADAS, Mexico's largest hotel operator, we are ready for the industry's most important comeback, with strict, efective prevention measures, thanks to a major alliance with health and professional solutions experts such as the ABC Medical Center and 3 M, who we have partnered with for the use of cleaning and sanitizing products Both companies have assessed us in developing the best protocols for all our hotels, guaranteeing our guests' peace of mind.
With the highest standard in health care and homologation, the ABC Medical Center is a leader in its category, boasting certifications by institutions such as the General Health Council Consejo de Salubridad General) and the Joint Commission International ( which validate the safety in every one of its clinical and patient support processes Using their evaluation methodology, we have standarized the cleaning and disinfecting processes at POSADAS, including attention to every area and frequent points of contact, as well as handling of protection equipment by our staff, and their constant training.
- About the ABC Medical Center
The ABC Medical Center is an institution that takes care of its patients' health and safety through the best medical practices. Since 2008, it has strengthened its health care model by creating Specialty Centers, equipped with state-of-the-art technology for performing the latest proceedures. It stands out for being supportive and inclusive, investing many of its resources in actions to improve health in Mexico, such as access to medical services for vulnerable members of the population, research, and education for medical students and nurses.
In order to improve our protocols and endorse the strict safety and hygiene measures in all of our hotels, we are backed by the professional support of the ABC Medical Center, a leader in the health category for more than 130 years of medical excellence, and known for its several international alliances, which allow it to achieve the highest standards through partnerships with hospitals such as Houston Methodist and Texas Children's, among others. This has made the ABC Medical Center an international point of reference; a renowned non-profit organization with a true calling for improving health in Mexico.
- AWARDS & CERTIFICATIONS OF MEDICAL CENTER ABC
At both of its campuses, the ABC Medical Center features
- Certification by the General Health Council ( Consejo de Salubridad General
- Accreditation by the Joint Commission International (JCI)
- Certification as a Primary Attention Center for ICTUS (Cerebral Vascular Event) by the JCI
- Accreditation by the American College of Radiology for mammography studies and proceedures
- Accreditation by the American College of Pathogens for lab proceedures
- First hospital in Latin America with the Pathway to Excellence accreditation for its positive work environment
- "Menos huella , más salud " (Less footprint, more health) award in 2017 for environmental responsibility, awarded by the Global Green and Healthy Hospitals
Mentored by the ABC Medical Center and 3M on the appliance of prevention, hygiene, and disinfection protocols, we are able to guarantee the safety of our guests and staff through the "Work with Confidence" and "Travel with Confidence" programs, which with we ensure their health and protection.
Dates for upcoming openings:
Hotel Operation Update: Hotels reopening Government compliance
To restart activities, we are following the official guidelines published in the Official Gazette of the Mexican Federation (Diario Oficial de la Federación) on May 14, 2020. These establish the national strategy for activity reopening in three main stages:
Stage one:
- Certain economic activities were added to the essential activities list.
- On May 18, only some areas will reopen including municipalities free of COVID-19, with no neighboring areas with infections. (We do not have hotels in these locations.)
Stage two:
As May 18 and May 31 were marked as the date of return to normal activities, we have developed Travel with Confidence: the safety, hygiene, and flexibility you need to stay with us again. This program includes:- Constant training for our hotel staff, in order for them to follow every safety measure in the workplace and their personal space (logs, certificates, records, etc.)
- Adjustment of spaces and processes (common areas, separating tables in restaurants, removing objects from guest rooms, etc.)
- Installing of filters and hygiene measures in the workplace (acquiring hygiene and sanitation items, providing hand sanitizers, face masks, etc.)
Stage three:
Starting June 1, we will return to regular activities based on a "regional traffic light" system, which will be revised weekly.- Red: Essential work activities will be allowed, as well as mining, construction, and transportation-related activities.
- Orange: Non-essential activities will be allowed with limited operations, and activities in closed spaces will still be suspended. Hotel activities may partially restart.
- Yellow: All essential and non-essential activities will be allowed without restrictions, except for those with reduced capacity, and open public spaces, while maintaining a safe distance between patrons, as well as all hygiene and cleanliness protocols.
- Green: All activities will be allowed.
Each state government will determine its own progression through these measures. However, the Federal Government's instructions will prevail:
If state measures are more permissive than federal measures, we will follow the federal.
If state measures are more restrictive than federal measures, we will follow both.
With these considerations, Posadas guarantees following guidelines established by the federal, and state governments, as well as by the Secretary of Labor, the Federal Attorney's Office of Consumer (PROFECO), and the Federal Commission for the Protection against Sanitary Risk (COFEPRIS).Some limited services
- Some of our services will remain closed until official authorities call for reopening processes. Once this happens, we will carry out all hygiene, cleanliness, and social distancing measures established in our Travel with Confidence program.
Guest Rooms:
We will remove all non-essential items from your room. Only the TV, its remote control, and the trash cans will remain, and they will all be carefully sanitized.Restaurants and bars:
- Guests will only be able to attend with a previous reservation; capacity will never surpass 50%.
- Social distancing between tables will be enforced. Only people sharing a room may share a table.
- Buffets will be replaced with packaged products or individual servings.
- Your check will be displayed on a screen. You will be able to pay directly at the cashier.
- Minibars will remain empty and closed in all Fiesta Americana city hotels. At Fiesta Americana resorts, they will remain open, following the same protocols as in restaurants.
Terraces
- All of our terraces will be subject to social distancing protocols, operating at 50% capacity.
Gyms, spas, and swimming pools
- Gyms and spas can only operate at 50% capacity as established by official authorities.
- Spas will remain closed until further notice.
- Sanitizing protocols in swimming pools will be doubled.
- All deck chairs will be placed considering social distancing measures.
- Best available rate guaranteed. At Posadas, we guarantee the best booking option through our direct sales channels policy: "best guaranteed rate." We are adjusting our processes to guarantee the best available rate in our direct sales channels. If you find a better rate, we will match the offer when you contact our assistants via phone, chat, WhatsApp, social media, or any of our means of contact.
- Changes with no additional charge
- Cancellation policies
- Cancellation, and flexible change policies: All of our terms and conditions will include a free cancellation policy up to 24 hours before check-in, if made before 6:00pm, Central Mexico time. For prepaid reservations, we will maintain the corresponding discounts and also incorporate flexible modification options. With these reservations, you will be able to change your check-in date up to 24 hours before the previously booked date, if you call before 6:00pm, Central Mexico time. Choose a new date of travel within one year from your original travel date (subject to availability).
Welcome heroes
We want to thank our country's health responders for their hard work, strength, determination, and courage in facing the COVID-19 pandemic.
We believe these heroes who are saving lives on a daily basis deserve a break. We want to show our appreciation by opening our doors to health responders, providing 15,000 free nights at 11 properties located in Mexico City, Chihuahua, Baja California, Jalisco, Puebla, Oaxaca, and Quintana Roo.
We are offering food and a guest room that has been sanitized under the hygiene protocols of our Travel with Confidence program.
For more information, visit:
https://www.fiestamericana.com/
https://www.fiestainn.com
https://www.onehoteles.com
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We are ready to welcome you. Our hotel staff is following every sanitizing and cleaning protocol so that you can enjoy your stay and a comfortable room which has been disinfected to the highest standards, using 3M products.
Reception:
Check-In: Upon your arrival, we will carry out a series of actions to ensure your comfort and safety such as checking your temperature. You will find all the information in our Travel with Confidence program. Staff members will inform you about the protocols to be followed in your guest room and public areas. Face masks must be worn wherever this sign is displayed:
Minimum contact:
An acrylic barrier will be installed to avoid direct contact between our collaborators and guests at the check-in desk. We will also provide pin pads or key programmers. In order to comply with social distancing, we will place the necessary signage in the lobby and public areas.
Digital Check-In:
To guarantee your comfort and minimal contact, we have designed a digital check-in process at some of our properties through kiosks or the Fiesta Rewards app (coming soon).
Check Out and My Stay.
To guarantee your comfort and safety, you will be able to check the room service menu, and other hotel services on your TV screen. Use the My Stay option to check your bill, order room service or housekeeping service, or program your check-out by calling the front desk.
Sanitized room:
Before your arrival and upon your departure, we will disinfect your room using a spraying system. Hotel staff will not have access to your room once this process is finished.
Hotel staff health
Our staff is a fundamental part of Posadas. We will provide constant training on hygiene and cleanliness for their work areas and activities. They are also responsible for following several protocols to ensure their own health, both inside and outside of our properties.SHARE
This program consists of a series of cleaning and sanitizing protocols. It follows guidelines provided by official organizations such as the Mexican Government, the US Centers for Disease Control and Prevention (CDC), the World Health Organization (WHO), and the World Travel & Tourism Council (WTTC) with whom we participated in the creation of the initiative Safe Travels: Global Protocols for the New Normal. It aimed to provide tools for the public and private sectors that guarantee safety in the face of COVID-19.
Additionally, the program protects our guests' budget through promotions, flexibility on changes and cancellations, and guaranteed Fiesta Rewards membership level and points usage, among other benefits.
For more information, click here to download Travel with Confidence: the safety, hygiene, and flexibility you need to stay with us again
Hotel staff
Our staff and their health are a priority at Posadas. We are providing them with world-class equipment, constant training, and special care for our work areas in order to maintain a warm and safe work environment.
Under the face mask, there is always a big smile.
Training
Our staff undergoes continuous training to follow all necessary measures for their work areas such as activities, equipment management and maintenance, food management, and trash and waste management. They are also kept entirely up to date on COVID-19 advancements so they can inform and assist our guests.
These are the seven points of confidence that our staff will carry out:
Sanitizing mat:
For enhanced safety, we have placed a sanitizing mat for our hotel staff to clean their shoes in their entrance area.
Instant Shoe DisinfectionStep 1: Disinfection with sanitizing solution
Step 2: Sole drying
- Eliminates virus and bacteria from the soles
- For disinfection, not for cleaning. Before using, please remove excess mud or other particles.
- Let's keep our environment virus and bacteria-free from step one.
I feel sick
Your health is very important to us. If you suspect you may have COVID symptoms, please approach a member of our staff. They have been trained to assist you and support you at all times. They will provide a room and call a doctor to make a medical assessment. In the case of confirmation, they will inform the corresponding authorities.
Check-In
We want to offer you safe measures and avoid physical contact. We invite you to check in using the digital kiosks available at some of our hotels. Our staff members will be there to assist you. Upon arrival, our guests will find:
- Hand sanitizer dispensers in high-traffic areas
- Luggage disinfection provided by our welcome staff. Our products are friendly on materials such as leather, vinyl, fabric, chrome-plate, etc.
- Acrylic barriers at the lobby
- Key programmer at their disposal
- Acrylic mailbox to deposit their keys upon check-out
- Self-parking (no valet parking needed)
- Removal of newspapers and magazines
- Disinfection of packages and delivery outside guest room
Public Areas
According to guidelines provided by official authorities, we have developed strict disinfection processes so our guests can enjoy our public areas safely. We developed a partnership with 3M and are using their cleaning and disinfecting products. All of them are approved by the US Environmental Protection Agency for the use against SARS CoV-2 in all hotel areas.
Actions
- Usage of face mask is mandatory at indoor public areas, as instructed by local authorities.
- Elevators cannot be occupied by more than four people, and they should all face towards opposite corners.
- We will place hand sanitizer dispensers in all elevator areas.
- Please avoid physical contact such as greeting with a kiss on the cheek, handshake, or contact in general.
- Please respect social distancing of at least 6 feet.
- Follow instructions found on signs in hotel public areas.
- If you cough or sneeze, please cover your face with a tissue or your inner elbow.
- Do not forget to wash your hands frequently for at least 20 seconds.
- We will disinfect public areas every three hours.
Guest Room Cleaning and Disinfection
SIn accordance to health authorities, we have developed strict disinfection processes to bring you a COVID-19-free room. This includes a partnership with 3M, to clean different parts of your room as we use their disinfecting products which have been approved by the US Environmental Protection Agency (EPA) for the use against SARS-CoV2.
Main actions:
- Housekeeper will carry out general room cleaning
- High-contact areas will be cleaned using a 3M sanitizer
- Your room will be sprayed, guaranteeing complete disinfection
Frequent contact: bedframe, handles, switches
Wall
Window/glass
Desk/nightstand/chairs
Cabinet/furnishings
Floor
Soft surfaces (sanitizing only): curtains, seat cushions
- You will find hand sanitizer dispenser on every floor.
- Guest rooms will be sprayed using special equipment.
- Bed linens will be carefully disinfected and delivered to guests in a sealed plastic bag.
- Your room will be sanitized and disinfected at least 24 hours before your arrival. None of our hotel staff will have access to your room once this process has been completed.
- We will pay special attention to cleaning high-contact surfaces such as the phone, door knobs, light switches, air conditioning panels, minibar handles, and corners.
- All non-essential items from your room will be removed. Only the TV, remote control and the trash cans will remain, and they will be carefully disinfected.
- Our air conditioning system works with negative ions, which reduce loose particles in the air that may cause respiratory illnesses. They also neutralize odors, freshen the environment, and help reduce air pollution
Restaurants and bars:
We want you to continue to enjoy the best food, all prepared under the strictest safety and hygiene measures. We are offering individually packaged, healthy options, with the best flavor and freshness
All staff members will respect social distancing measures and wear face masks, gloves and caps at all times. Disposable tablecloths with QR codes will be provided, so that you can check the menu on your mobile device. Equipment and production areas will be disinfected constantly.
- Guests will only be able to attend with a previous reservation; capacity will never surpass 50%.
- Social distancing between tables will be enforced. Only people sharing a room may share a table
- Buffets will be replaced by packaged products or individual servings.
- Minibars will remain empty and closed in all Fiesta Americana city hotels. At Fiesta Americana resorts, they will remain open, following the same protocols as in restaurants and maintaining the same quality standard that our Cristal certification with Check Safety First dictates. This program controls points of risk in food management, and is based on an internationally recognized system for food hygiene and safety management.
- Food management will be carried out under the standards dictated by Distintivo H, an award given by the Secretary of Tourism and the Secretary of Health that follows the hygiene standards of Mexican Law NMX-F605 NORMEX 2015.
Terraces
- All of our terraces will be subject to social distancing protocols and operating at 50% capacity.
Gyms, spas, and swimming pools
- These measures will be adapted according to guidelines provided by authorities.
- Gyms can only operate at 50% capacity.
- Spas will remain closed until further notice.
- Sanitizing protocols in swimming pools will be doubled.
- All deck chairs will be placed considering social distancing measures.
Room Service
- All menus from guest rooms will be removed. You may order on your TV screen or using the Fiesta Rewards app.
- Please inform the front desk if you wish to have the food delivered outside your room in order to avoid contact.
- Ice will be available upon request.
Catering and Coffee Breaks
- Event capacity will be limited according to the number of attendants determined by the authorities.
- Social distancing measures will be respected in all settings
- All dishes will be covered in plastic
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As part of Travel with Confidence, our security, hygiene, and flexibility program that allows our guests to travel and stay with us again, we have developed a cleaning and disinfecting plan, as well as a series of recommendations for groups, conventions, and events (such as meetings, conferences, social happenings, weddings, and banquets).
This plan covers all main hygine measures in public areas before, during, and after each event; guest access to event rooms, auditoriums, or meeting rooms; and cleaning protocols for conference equipment, accessories, tableware, etc.
If you want to learn all the details, click here to download "Groups and Events: Cleaning and disinfecting plan".
At Posadas, we are proud to bear the Safe Travels stamp and to be a part of the group of organizations that brought this global initiative to life. As proposed by the World Travel and Tourism Council (WTTC), this initiative unifies global protocols designed by health experts and government organizations under one stamp.
It's important to us to support and participate in these initatives, which is why all of our hotels bear the Safe Travels stamp, affirming our vision of travel as a safe, trustworthy, and endless source of memorable moments for all of our guests. This way, we contribute to Mexico's economic growth
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Travel with confidence, travel safely
We offer the safety, hygiene, and flexibility you need to travel and stay with us again. We know that unexpected incidents during a trip can cause uneasiness, especially getting sick while away from home, considering current global events.
For your peace of mind, you can purchase medical insurance upon check-in. This insurance covers emergency medical care in case of an accident or illness, including Covid-19, and protects you throughout your stay at any of our hotels. We offer this exclusive benefit to all of our guests as a support and protection measure.
The Travel with Confidence Protection Protection program has been designed to offer you telemedicine services, health insurance (including Covid-19), and attention in case of other serious incidents. The program guarantees immediate, safe, and discreet assistance.
Benefits:
- Coverage from check-in to check-out.
- Coverage of medical care in case of an accident or illness suffered inside or outside the hotel (including Covid-19)
- No deductible or coinsurance charges.
- 24/7 telemedicine services without leaving the hotel.
- Coverage of hotel expenses (including meals) during convalescence period if the health professional determines that the patient should remain in the hotel for a period longer than what they had originally planned due to a serious injury or illness.
- Emergency ambulance services if medically necessary.
Coverage:
- Medical care in case of an accident or non pre-existing illness (including Covid-191)
- Coverage of hotel expenses during convalescence period (in case the health professional forbids the patient to travel home; limited to five days)
- Repatriation of remains in case of accident or illness.
- Virtual consultation, telemedicine services, or telephone medical assistance.
- Emergency ambulance services if necessary.
This program applies for the following brands: Live Aqua, Grand Fiesta Americana, Fiesta Americana, The Explorean, Fiesta Inn, Gamma*, and one.
*Except for the following properties: Live Aqua Beach Resort Punta Cana, Ciudad Juárez, Cuernavaca Puerta Paraíso and Mérida El Castellano.
1 Medical expenses resulting from Covid-19 treatment or posible Covid-19 will be covered as long as the first symptoms present themselves during the guest's stay. If, according to hotel protocols, the guest should present any symptoms upon check-in, AIG will be exempted from any responsibility.
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COVID-19 UPDATE: WE ARE OFFERING FREE ANTIGEN TESTING IN ALL OF OUR CITY HOTELS
Dear Guest:
At Grupo Posadas, we have created the Travel with Confidence Program, in partnership with 3M and backed by ABC Medical Center, implementing the most effective cleaning and disinfecting measures, and offering you memorable experiences in a completely safe environment.
Thinking of you and as an additional safety measure, considering the fact that some countries are now requesting a negative Covid-19 test, we are offering free Antigen tests starting January 26 at our Live Aqua, Grand Fiesta Americana, and Fiesta Americana hotels. Guests staying for more than three nights will receive free testing upon request.
As always, your trust in us is what matters most, so we have joined forces with Laboratorio Médico del Chopo to perform PCR and Antigen tests. Chopo is backed with national and international certifications, guaranteeing trustworthy results.
If your stay is shorter than three nights at Live Aqua, Grand Fiesta Americana, and Fiesta Americana, or if you are staying at a Fiesta Inn, Gamma, or one property, we can assist you with the necessary information from Laboratorio Médico del Chopo to have an antigen or PCR test performed within hotel facilities. Please request assistance from one of our staff members upon your arrival, and they will help you book an appointment. This service has an additional cost and is subject to availability. Please remember to check all official requests from the country you are headed to on their government website.
We suggest you purchase the Travel with Confidence Protection program upon your check in. This insurance costs $4 USD per night and covers any accident or illness you may suffer during your stay at any of our hotels, including Covid-19. If you test positive for Covid-19, we will offer you a 50% discount on your nightly rate per night, per guest, so that you can spend your quarantine peacefully inside the hotel.
If you present any Covid-19-related symptoms, please let one of our staff members know so they can help you find the best solution. You are our top priority and we are happy to welcome you.
Applicable at select Live Aqua, Grand Fiesta Americana, Fiesta Americana, Fiesta Inn, The Explorean, Gamma, and one properties. The cost for each Antigen test is approximately $300.86 Mexican pesos per person, plus taxes. The cost for each PCR test is approximately $1,250.00 Mexican pesos per person, plus taxes. Guests staying at select Live Aqua, Grand Fiesta Americana, and Fiesta Americana for three nights or longer will receive free Antigen tests. Free tests are limited to two adults and two minors (under 12) per booking. Guests must book their appointments with our Customer Service area at least 72 hours before their check out. Tests will be performed inside hotel facilities during times specified by the lab.
COVID-19 UPDATE: WE ARE OFFERING FREE ANTIGEN TESTING IN ALL OF OUR BEACH RESORTS
We have created the Travel with Confidence Program, implementing the most effective cleaning and disinfecting measures, and offering you memorable experiences in a completely safe environment.
As an additional safety measure, and considering the fact that some countries are now requesting a negative Covid-19 test, we are offering free Antigen tests to all our guests traveling from Mexico to these countries starting January 2021. The aforementioned test will be performed by a local lab inside hotel facilities.
Please contact your Concierge 36 hours before your departure to schedule your appointment. This service will be provided from now until governments lift these measures.
If you require a PCR test, our Concierge can help you book an appointment. Call 72 hours before your departure to request a test; these are subject to availability and have an additional cost. As a safety measure, we suggest you purchase the Travel with Confidence Protection program upon your check in. This insurance costs $4 USD per night and covers any accident or illness you may suffer during your stay at any of our hotels, including Covid-19. If you test positive for Covid-19, we will offer you a special rate of $10 USD (plus taxes) per guest, per night, so that you can spend your quarantine inside the hotel.
*At participating hotels, Covid-19 tests (Antigen and PCR) will be performed at Laboratorio Médico del Chopo locations, backed with 70 years of experience, and both national and international certifications, as well as more than 500 specialized doctors.
If you present any Covid-19-related symptoms, please let one of our staff members know so they can help you find the best solution. You are our top priority and we are happy to welcome you.
- Live Aqua Beach Resort Cancún
- Live Aqua Beach Resort Punta Cana
- Live Aqua Private Residences Los Cabos
- Live Aqua Urban Resort San Miguel de Allende
- Grand Fiesta Americana Puerto Vallarta All Inclusive Adults Only
- Grand Fiesta Americana Coral Beach Cancún All Inclusive Spa Resort
- Grand Fiesta Americana Los Cabos All Inclusive Golf & Spa
- Fiesta Americana Cozumel All Inclusive
- Fiesta Americana Condesa Cancún All Inclusive
- Fiesta Americana Puerto Vallarta All Inclusive & Spa
- Fiesta Americana Cancún Villas
- Fiesta Americana Acapulco Villas
- The Explorean Cozumel All Inclusive
- The Explorean Kohunlich All Inclusive
Laboratorio Médico del Chopo will perform PCR tests at certain Live Aqua, Grand Fiesta Americana, Fiesta Americana, Fiesta Inn, Gamma, The Explorean, and one properties. The cost for each PCR test is approximately $1,250.00 Mexican pesos per person, plus taxes.
Our staff will thoroughly clean and disinfect all public areas every hour, and follow every hygiene protocol by carrying out these 7 actions:
- Frequent hand washing
- Social distancing
- Mandatory use of face masks, gloves, and face shields
- Covering their mouths when coughing or sneezing
- Constant cleaning and disinfecting contact surfaces
- Spraying guest rooms with 3M products after housekeeping service
- Staying home if they show any illness symptoms
They have a fresh, citrus scent.
Rooms will be cleaned and disinfected everyday. Before check in, all rooms must be fully sprayed and sealed, ensuring no one will access the room.
In accordance with official guidelines, gyms will operate at 50% occupancy with frequent cleaning measures. Guests may use all facilities and equipment along with sanitizing wipes for their comfort and safety.
Beaches and swimming pools may open with cleaning and social distancing protocols, only if local authorities allow it.
In accordance with official recommendations, and for the time being we will not be offering any recreational activities or entertainment outside the hotel. Indoor shows will take place under social distancing guidelines -venues at 50% capacity-. Some activities may be restricted if local authorities recommend it.
Yes, as long as you follow safety and hygiene guidelines and instructions, such as washing your hands frequently, wearing a face mask at all times, and respecting social distancing. Spaces will operate at 50% capacity as per official recommendations. To visit our restaurants, please book ahead.
We will offer breakfast à la carte, served at your table and in individual portions. We also offer room service safely delivered to your room. At one hotels, American-style breakfast will be served in individual portions and maintaining social distancing between tables. Guests who are sharing a room are allowed to share a table.
Only official ID and reservation number. Depending on local regulations and the Mexican Government's -traffic light' system, some hotels may ask for additional requests.
We offer flexibility on changes and cancellations. Visit our website and learn about our terms and conditions..
Your health is very important to us. If you suspect you may have Covid-19, please approach our staff members. They are all prepared to assist and support you at all times. Our staff will provide a room and call a doctor who will make a health assessment and will inform the authorities in case they confirm the illness.
As instructed by local authorities, the usage of face mask is mandatory at indoor public areas. Except for pool zone, sun beds and beach. Nevertheless, social distancing norms must be followed.
As instructed by local authorities, the usage of face mask is mandatory at indoor public areas. Except for pool zone, sun beds and beach. Nevertheless, social distancing norms must be followed.
Starting January 26, we are offering two types of Covid-19 tests: Antigen and PCR. We offer free antigen tests at select beach resorts (see participating hotels below*) to every two guests per room. Tests are performed in specified areas within hotel grounds. Please request them from your Concierge 36 hours before your check out.
PCR tests are performed at an additional cost. Please contact your Concierge 72 hours prior to your check out to request information on availability and costs from local labs. You will need to go to your selected lab to have the test performed. Please keep in mind that, at participating hotels, tests are performed at Laboratorio Médico del Chopo, a nationally and internationally certified institution with 70 years of experience.
Yes. We have developed a strategic partnership with Laboratorio Médico del Chopo, backed with 70 years of experience, and with national and international certifications. The institution has more than 60 locations in 23 states in the country, making Covid-19 testing available for our guests at participating hotels. All you need to do is contact your Concierge 72 hours before your check out, and request their help for making an appointment. Tests are subject to availability. PCR tests must be paid directly at the lab.
Just call the front desk or your Concierge before your departure and they will guide you and help you every step of the way.
If you are interested in an antigen test, please call 36 hours before your departure.
If you need a PCR test, call 72 hours before checking out.
The Travel with Confidence program includes the performance of an antigen test within hotel facilities at no additional cost for two guests per room (please check participating hotels). There is an additional cost for each additional guest. For your information, authorities in the United States and several countries in Europe, South America, and Asia, now require all travelers above the age of 2 to get tested as well. If you need a PCR test, we will be glad to book an appointment at a local lab for you. As this service is not provided directly by the hotel, it has an additional cost and is subject to availability. The staff at each hotel will inform you of the cost, which may vary depending on the corresponding lab at the moment of your request.
Antigen tests are free (at participating hotels) for guests of all nationalities as long as they prove that their destination requires a negative Covid-19 test upon arrival.
Antigen tests are offered at no additional cost at the following hotels:
- Live Aqua Beach Resort Cancún
- Live Aqua Beach Resort Punta Cana
- Live Aqua Private Residences Los Cabos
- Live Aqua Urban Resort San Miguel de Allende
- Grand Fiesta Americana Puerto Vallarta All Inclusive Adults Only
- Grand Fiesta Americana Coral Beach Cancún All Inclusive Spa Resort
- Grand Fiesta Americana Los Cabos All Inclusive Golf & Spa
- Fiesta Americana Cozumel All Inclusive
- Fiesta Americana Condesa Cancún All Inclusive
- Fiesta Americana Puerto Vallarta All Inclusive & Spa
- Fiesta Americana Cancún Villas
- Fiesta Americana Acapulco Villas
- The Explorean Cozumel All Inclusive
- The Explorean Kohunlich All Inclusive
Yes. However, keep in mind that the anticipation with which the test must be performed may vary from country to country. Also, labs require a certain time to perform the test and deliver the results.
If you present any symptoms, please call AIG so they can inform you what protocols you need to follow.
If you purchased a Travel with Confidence Protection insurance when you checked in, you are protected in case of any accident or illness, including Covid-19, from that moment and throughout your stay.
n case you get sick, do not worry. We will take care of you, offering you a special rate of $10 USD (plus taxes) per guest, per night, so that you can safely quarantine in your room. At all-inclusive hotels, this rate includes meals. At other hotels, you can purchase your meals at a preferred rate.
During your convalescence period, you can rest assured that we will take care of you with prevention, hygiene, and disinfection protocols that are backed by leading health experts such as ABC Medical Center and 3M products.
If you did not purchase the Travel with Confidence Protection insurance, you can stay in the hotel with the available rates during your extended stay.
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