Princess Hotels & Resorts – COVID19

At Princess Hotels & Resorts our main priority is the health, safety, and well-being of our guests and employees. For this reason, we are complying strictly with the World Health Organization and the relevant authorities guidelines on the evolution of the coronavirus (COVID-19) worldwide.

Given the exceptional circumstances, we would like to apologize for the inconvenience this health crisis may cause you or your loved ones.

Cancellation policy

Princess Hotels & Resorts offers the following cancellation policy with “Pay in Hotel” rate for all its hotels in the Caribbean:

Winter Season 21/22:

Stays from 23.12.21 to 30.04.22: free cancellation up to 1 day before the day of arrival. If you cancel less than 24 hours before the day of arrival or do not show up, 1 night will be charged as a penalty.

Summer 2022 Season:

Stays from 01.05.22 to 31.08.22: free cancellation up to 1 day before the day of arrival. If you cancel less than 24 hours before the day of arrival or do not show up, 1 night will be charged as a penalty.

Stays from 01.09.22 to 31.10.22: free cancellation up to 3 days before the day of arrival. If you cancel within 3 days before the day of arrival or do not show up, 1 night will be charged as a penalty.

Winter Season 22/23:

Stays from 01.11.22 to 31.01.23: free cancellation up to 3 days before the day of arrival. If you cancel within 3 days before the day of arrival or do not show up, 1 night will be charged as a penalty.

Stays from 01.02.23 to 30.04.23: free cancellation up to 1 day before the day of arrival. If you cancel within 24 days before the day of arrival or do not show up, 1 night will be charged as a penalty.

Covid-19 Protocols in Mexico

They work with a traffic light system. This system divides the country into regions and each region can have a different colour: red, orange, yellow and green. The goal is to achieve the green colour in order to reach the new normal in each region and the country in general.

These traffic light colours are updated everyday. In order to stay in our Platinum Yucatán Princess you must be aware of the Quintana Roo region colour.

In order to access the country, neither vaccination nor PCR are requested, however, ta health questionnaire that can be filled out at the airport will be requested. No tests will be requested to access our hotels.

However, upon return, American guests are required to have an antigen test in their country. Other countries such as Canada, Argentina and Chile, ask them to present a negative PCR also at the time of the return.

If you want to be safer, please check with your country’s embassy in Mexico .

Guests who have tested positive must isolate for 7 days.

If you need more information about what measures are being taken at the destination you want to travel to, click on the following link: https://www.gob.mx/

Protection measures against Covid-19

See measures

What are the general procedures?

Daily control of the health status of our collaborators. Their temperature will be taken several times a day and a disinfection protocol will be implemented upon admission.
Temperature control for all guests at check-in.
Disinfection of guests’ suitcases and shoes before entering the lobby.
Daily disinfection of public areas (bars, restaurants, theaters, etc.).
Disinfection of guest transport vehicles, three times a day.
Cleaning of the air conditioners ventilation filters will be increased.
Control and disinfection process of all purchases with specific protocols.
Enabling of a special area to serve guests with related symptoms. 24 hours medical assistance at the hotel.
Placement of disinfecting gels at strategic points, in common areas, and at the entrance of each consumption center.

What are the procedures at Reception?

In the Reception / Check-in area, partitions will be installed for distancing and the recommended distances will be marked.
Each counter will have disinfectant gel, which must be used in each attendance, both by the guest and the collaborator.
More counters will be enabled in cases of massive check-ins, as well as specific counters for pre-check-ins.
During check-in, the guest will be given a document with the safety and hygiene regulations that are being implemented.
Controls of the physical state of our guests will be made through calls.

What are the procedures in the rooms?

Rooms will be completely disinfected at the departure of the guests, using specific protocols.
All linens in the rooms will be treated at high temperatures to ensure disinfection.
Daily deep cleaning with specialized products.
Maids will use specific protection protocols.
Personnel access, be it room-service, minibar replacement, maintenance or others, will only be allowed if requested by the guest, and with all relevant protection measures.

What are the procedures in the restaurants?

Hand sanitizing gel will be placed at the entrance of each restaurant, its use being compulsory for both guests and hotel staff.
In the buffet areas, part of the food will be portioned and the rest will be served by our staff, as well as drinks.
The separation distance between tables will be extended, and these can be occupied by a maximum of 4 people. In addition, there will be a limited capacity in the areas (restaurants, bars, theater, trains, etc.).
For each service, the table will be disinfected carefully and single-use cloth, tablecloths and napkins will be used.
Specific protocols will be applied to guarantee the cleanliness of cutlery and food equipment.
The restaurant menus will be sanitized after each use by our guests.

What are the procedures in the pool area/beach?

Social distancing in pools and beaches will be maintained.
Daily cleaning of lounge chairs and Balinese beds.
Intensification of controls in the chlorination levels of swimming pools and lakes.

In addition to these protection measures, we will follow the recommendations and procedures of the O.M.S., Government Health Authorities and Health Programs of external companies for greater control and security of our guests.