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Care and Cleanliness Commitment

The moment we have all been waiting for is almost here! The spread of COVID-19 has slowed within Mexico to the point that the Mexican Federal Government has provided re-opening dates. With zero cases of COVID-19 within our company, we have been preparing for this moment and cannot wait to welcome you back to your home away from home.

We know how important it is to maintain high standards of cleanliness always. Our resorts obtained advice from infectious disease specialists and certification from companies like PREVERISK as part of our preparations for your return. We have implemented preventative protocols against COVID-19 and are committed to upholding the highest standards regarding disinfection, hygiene, sanitation, and more.

We have created an integrated Health and Hygiene Program based on the suggestions and instructions of the government and health organizations, which you can view here.

The health of the entire Villa Group family is our top priority, and that includes you!

Some of Our New Standards of Cleanliness:

Upon arrival:

  • Suitcase sanitization with sanitizing product
  • Security seals to validate that no one entered the room after it was cleaned and disinfected.

Temperature Readings:

Thermometers will be used at all access points throughout the resort to read and monitor the temperatures of guests and staff in a non-invasive manner.

Surfaces in all Public Areas:

Throughout our resorts, we have implemented new protocols regarding the cleanliness and hygiene of high-touch areas that go above and beyond suggestions provided by health organizations and government agencies. Surfaces and high traffic areas of the resort will continuously be treated with hospital-grade disinfectants and certified sanitation products. Sanitizing stations have also been placed at strategic points throughout our resorts, such as at the front desk, at the entrances of our restaurants, and in all public areas. In addition, we have increased the frequency in which deep cleaning according to these protocols will take place so as to better protect our guests, our staff, and our communities.

Hotel-Level Sanitization Specialists:

Resorts have been trained and equipped with a special team, led by a Hygiene Manager, that will take charge of ensuring that everyone adheres to our new health and sanitation protocols.

Hotel Rooms:

We are taking care to ensure that every room is thoroughly cleaned and sanitized using hospital-grade disinfectants between each guest’s stay. Paper amenities, pens, and magazines will be removed from rooms (available on request).

Social Distancing:

Signage has been installed throughout our resorts to remind guests and staff to keep their distance from others. We have also taken the opportunity to rearrange furniture in common areas and restaurants to allow for more space between guests.

We are including measures to ensure your safety, such as placing lounge chairs 6 feet apart in our pool areas and using stricter sanitation measures in our fitness centers. We are also limiting use of the fitness center to only those with a reservation and enforcing a maximum capacity to protect everyone.

Food and Beverage:

At our resorts, all employees who work in our food and beverage operations are highly trained regarding the proper handling and service of these items. While we have always taken great care to ensure the highest standards of food safety are being met, we will continue to seek training and complete inspections to keep all our guests and staff safe. In addition, we are currently making modifications to our in-room dining and our buffet-style services.

Services:

We are working to minimize direct contact between our guests and staff, which means that certain services, such as valet parking, direct meal preparation, among others, will be suspended temporarily. Other services, such as those that require entry into guest rooms, will be modified to limit contact as much as possible.

Possible COVID-19 Cases at our Resorts:

We are committed to keeping everyone at our resorts safe, which means we have implemented special protocols to be followed in the event that a suspected case of COVID-19 is presented. We have:

  • An onsite doctor and 24-hour medical service available, and
  • A team dedicated to detecting and handling suspected COVID-19 cases, which includes the General Manager of each resort, the Head of Security, a licensed physician, and our Director of Operations who will work in conjunction with health officials.

The Villa Group Way

While we are making changes that will impact the way we operate and the availability of services that you may have come to love, we are committed to maintaining the same great service and hospitality that The Villa Group is known for. Our entire team, from hotel managers to the bellmen who greet you each and every day are excited about your return and willing to do whatever it takes to make that happen. Our commitment to you is our top priority.