得益于西卡莱特集团在旗下公园、酒店及设施中实施的360°Xafety 协议，我们获得了世界旅行与旅游理事会 （WTTC）颁发的安全旅游印章（Travel Safety Stamp），该印章得到了世界旅游组织（UNTWO）以及全球旅游业主要业务集团的200多位CEO的充分认可。西卡莱特集团完全遵守WTTC 概述的协议，其协议由包括世界卫生组织（WHO）和疾病预防中心（CDC）在内的国际卫生组织提出，目的是负责任地重新恢复旅游业。
|Antigen test||Hoteles Xcaret||Free of charge||Only for guests and members who are residents of the United States|
|Parks||$19 USD||Only for visitors who request it|
|Hoteles Xcaret||$19 USD||Only for nonresident guests of the United States|
|PCR test||Hoteles Xcaret||$120 USD||Only for hotel guests and members who request it|
Derived from the statement issued by the Center for Disease Control and Prevention of the United States Government (CDC), where a NEGATIVE COVID-19 test is requested as an essential requirement for entry into the country, the test will be carried out without cost for USA residents.
In the event of a positive result from guests or partners, and the companions registered under the same reservation decide to end their stay at Hoteles Xcaret, they must remain in the room until their originally reserved stay ends. We will respond according to the COVID-19 patient care protocol established by the authorities of our tourist destination.
CERTIFICATES AND ASSOCIATIONS
At Grupo Xcaret, we have certified all our activities and operations at all times. We are backed by several prestigious organizations that have verified from a long time ago all our standards. Our process contemplates every guideline recommended in food handling, cleaning of areas, supply chain, etc.
Widely recognized institutions around the globe support and certify our process to guarantee that we place our operations under the highest quality and service standards. Our commitment to our visitors and guests moves us at each step to provide confidence, plus offering spaces where they can be comfortable, and their safety is on good hands
FREQUENTLY ASKED QUESTIONS
Of course, the ticket booths will be open and available for you to purchase your tickets.
Disinfection processes will be implemented in every area of our business units, hallways, walkways, forums, and areas of high simultaneous daily gathering (even with physical distance), including parking lots. We will frequently apply disinfectant; from nebulization of spaces including access and waiting zones, to specific surfaces such as doorknobs, counters, and handrails, among others. Capacity is reduced in the first stage of opening at all our parks, tours, consumption centers and swimming pools. All physical distancing protocols of 5 feet (1.5 meters) will apply inside the transportation units, restaurants, attractions and park entrance queues, among others.
From the first contact, we will measure temperature using remote digital devices on all our visitors, guests, México Destination Club members, and coworkers, before boarding our transportation units or entering our facilities. There will be hands washing and disinfection stations, properly identified and distributed at strategic points within our facilities, along with signals to reinforce basic hygiene measures (handwashing, covering your mouth, nose when sneezing, among others).
Personal hygiene protocols for our coworkers will continue applying, with strong focus on monitoring and guarantying a correct handwashing, at least every hour, and in many cases, even more frequently. Mandatory use of personal protection equipment that will be provided to all our staff (face shields, face masks, gloves, closed footwear, among others) according to their functions. Also, we will ask our suppliers to wear the required personal protection equipment to allow them access our facilities.
Due to the reduction of capacity in our facilities to guarantee the physical distancing, our sales policies will be adjusted to the capacity allowed.
We will remotely scan everyone's temperature when accessing our facilities and transportation units. We will have hygiene stations. With our trained staff, we reinforce our hygiene measures and implement personal protection equipment such as: face shields, face masks (frequently replaced), gloves and closed footwear.
By following the World Health Organization (WHO) requirements, we use high-impact, biodegradable disinfectants of long-term residual activity, authorized by the U.S. Food and Drug Administration (FDA) and U.S. Environmental Protection Agency (EPA). These actions to guarantee that every surface that might be in contact with our visitors, guests, México Destination Club partners, and coworkers, have been properly disinfected.
To guarantee your safety, we will take the temperature with remote digital equipment to confirm that it's within the recommended range. To pass this filter, it is necessary that your body temperature be within the standards. In the event that someone presents temperature higher than 100.4 °F, a symptomatology survey will be applied to determine if entering the premises is safe, if it's not, we will then suggest a new date of visit.
The integrity and health of all our visitors and guests is our top priority. We will strongly recommend the use of face masks at our facilities and experiences. However, we will have face masks available that can be purchased at our shops. A health kit is delivered to all our guests of Hotel Xcaret México upon arrival, which includes: individual sanitizing gel, face mask and basic preventive advice.
Due to reduced capacity, physical distancing will be guaranteed among visitors while swimming in the rivers.
At all our self-service buffet restaurants, an assisted buffet mode is implementing. The assisted buffet will have trained staff behind the bar with all the necessary hygiene and physical distancing measures, besides having face shields during the operation to serve you the amount and as many times as you want. At the à-la-carte services, disinfection measures to our menus will be reinforced.
All activities where interaction with a specimen occurs, will be suspended until further notice (Sharks, Hands on Adventure; Rays Encounter; Fish Therapy; Manatee Encounter) as well as activities such as Xpa, Otic Candles and Temazcal.
Activities like Adrenalina, Paraxute, Snuba®, Snorkel tour, Sea Trek®, Zip-Bike and Power Xnorkel will be operating under the hygiene and physical distancing protocols.
To ensure the correct disinfection of areas following the World Health Organization (WHO) requirements, we use high-impact, biodegradable disinfectants of long-term residual activity, authorized by the U.S. Food and Drug Administration (FDA) and U.S. Environmental Protection Agency (EPA). These actions are to guarantee that every surface that might be in contact with our visitors, guests, México Destination Club partners, and coworkers, have been properly disinfected. Massive disinfection processes will be implemented in hallways, forums, and areas of higher concentration (even with physical distance), including parking lots. We will frequently apply disinfectant; from nebulization of spaces including access and waiting zones, to specific areas such as doorknobs, bars, and railings
At Hotel Xcaret Mexico we count with nine Cristal certificates, which some of them are: FoodCheck, AquaCheck, PoolCheck, SafetyCheck, RoomCheck, SpaCheck and DineCheck. At Xcaret Park, we count with two, which are: FoodCheck and SafetyCheck. In addition, we are certified with the Distintivo H, which endorses hygienic food handling.
For both Hotel Xcaret México and Xcaret Park, if your visit is planned between June 1st and June 14th 2020, it's necessary to reschedule your visit for a later date.
If you booked a stay for Hotel accommodation at the Hotel Xcaret México:
If you booked through our official website or through our Contact Center, you may choose a different date of visit at no additional charges. It does not apply for Premium season (December 23rd, 2020 to January 2nd, 2021 and December 23rd, 2021 to January 2nd, 2022). Such changes will be subject to availability upon room category. Please call to the number that best suits you according to your location: Mexico: 800 009 7567 | USA: 1 844 795 4525 Canada: 1 844 834 0153 Brazil: 800 892 3472 | Colombia: 800 034 13498 | Spain: 900 96 52 77 Peru: 0800 00 636 | | UK: 800 02 94608 | Chile: 800 000 118 Germany: 0 800 180 6105 Italy: 800 793 295 France: 800 762 00 00. Monday to Friday service hours: 8:00 a.m. – 11:00 p.m. (Quintana Roo Time), Saturdays and Sundays: 8:00 a.m. - 10:00 p.m. (Quintana Roo Time Zone).
In the event of having booked your visit with a travel agency, we ask you to please contact them so that they can switch the date or make the corresponding reimbursement.
Finally, if you booked your accommodation with México Destination Club on the aforementioned dates, please call the phone number that better suits you according to your location: Mexico: 800-990-0070, USA: 1-855-240-5229, Canada: 1-855-244-0475, UK: 808-234-9847, Argentina: 0-800-122-0711, Brazil: 800-892-3493, Colombia: 800-752-2504, France: 800-916-218, Rest of the world: 52-998-881-2999. Monday to Sunday service hours: 9:00 a.m. to 6:00 p.m. (Quintana Roo Time Zone).
If you have a reservation to visit any of the Parks or tours from Grupo Xcaret: We have a flexible change policy, if your reservation has a date of visit between March 23rd and June 14th 2020, you can choose a different date of visit within a span of two years with no additional seasonal cost. Changes in the date of visit that include transportation are subject to the availability of transportation or product. If you wish to visit a different park or tour, please contact the most convenient number according to your location: Mexico: 998 881 2733 | USA/Canada: 1 855 326 0682 Brazil: 0 800 892 3371 | Argentina: 0 800 122 0384 Colombia: 01 800 952 0705 | Spain: 900 965 224 Peru: 800 000 636 | Costa Rica: 800 052 1715 Ecuador: 800 5 931 0227 | Panama: 800 052 0524 UK: 800 04 89 203 | Chile: 0 800 935 016. Service hours: Monday to Friday from 7:00 a.m. to 12:00 a.m. (Quintana Roo Time), Saturday and Sunday from 7:00 a.m. to 10:00 p.m. (Quintana Roo Time).
If you booked hotel nights at Hotel Xcaret México:
If you have a reservation to stay at the Hotel Xcaret Mexico is prior to July 1st, and you are considering changing your dates, you can do so and select travel dates anytime until March 31st, 2021 (does not apply for Premium season - December 23rd, 2020 to January 2nd, 2021 and December 23rd, 2021 to January 2nd, 2022). If you haven't decided on a new date yet, we can extend a 15-day period for you to notify us your new dates and validate availability. In the event you wish to cancel definitely, your reimbursement will be processed with no penalty. For the aforementioned, it is essential for you to contact us at least 48 hours before the original date of your visit.
If your travel dates are after July 1st, 2020, please review the change and cancellation policy on our website www.hotelxcaret.com or contact your travel agent. The above mentioned is not applicable for groups or wedding groups. Please contact your sales executive at the hotel for further information.
If you booked in order to visit any of Grupo Xcaret's parks or tours:
You may change your date of visit and reschedule within a span of two years from your original date of purchase. If you haven't decided on a date yet, we can leave your credit for a future reservation. In the event you wish to definitely cancel, the reimbursement will be processed considering an administrative fee.
There is no need to reconfirm; we suggest avoiding waiting times in our Contact Center. In the event of any change we will notify in a timely manner.
We continue to closely monitor the current situation and we are communicating the reopening date of our parks and tours for July 1st through our official channels. We invite you to be aware of any changes.
PARKS, TOURS AND HOTELS OPENING DATES
周一至周六晚上 7:00 到晚上11:00。可能因官方规定而有所变化。
图卢姆 - 谢哈：周一至周日
图卢姆 - 西森西斯：即将推出
科巴 - 图卢姆：周一至周日
科巴 - 谢哈：周二和周四