As we all navigate the unprecedented, extraordinary and evolving coronavirus (COVID-19) pandemic, we want you to know that you always have been, and you always will be, our very top priority. We will get through to better times, and we are so grateful you have been by our side to help us realize our mission, and we hope yours, turning vacation dreams into lifelong memories. From the very beginning, we have been proud to bring you the best in Unlimited-Luxury® for an all-inclusive experience and it is our most sincere wish to serve you again soon.
Also, deep at our core, is our dedication to the health, safety, and well-being of our guests and our teams. To that end, we fully understand that you have questions about the rapidly changing environment around this situation, and we are committed to sharing clear, up-to-date information about the steps we are taking so when you need to, you can make the most informed decisions.
We are in contact with destinations, airlines and other partners to understand their changing protocols and procedures. We are also monitoring announcements from government entities and health departments in the areas in which AMResorts®-branded properties are located.
At the resort-level, and in an abundance of caution, we have implemented several new policies and procedures beyond our already stringent health and safety protocols. These additional standards follow recommendations from the U.S. Centers for Disease Control and Prevention (CDC), The World Health Organization (WHO) and the Cristal International Standards. Additional activity includes:
It is important to us that you are able to make informed travel decisions based on individual circumstances, and that you have peace of mind anytime you may choose to visit an AMResorts® branded property.
We recognize that the news about the coronavirus can be concerning and encourage you to avoid rumor and speculation by seeking information on your own from credible sources, like the Centers for Disease Control and Prevention (www.cdc.gov) and the World Health Organization (www.who.int).
Even in these challenging times, please know that we remain at your service. Our AMResorts® values are founded in a heartfelt commitment to you, your well-being and delivering amazing vacation experiences when you choose to travel.
We are here for you today and will be here for you tomorrow. From our family to yours, please be well and thank you again for your loyal patronage.
Sincerely,
Gonzalo del Peón
President
AMResorts®
To assist in navigating this rapidly changing environment, we’ve updated and expanded our policies.
For guests unable to arrive to an AMResorts®-branded property due to current travel restrictions, we have implemented “Move the Date, Keep the Rate + Free Night” effective until May 15, 2020 as outlined below:
We have updated our cancellation penalty policy for existing reservations. Effective immediately, AMResorts is waiving penalty fees for cancellations made as follows:
This policy is in effect through May 15, 2020.
If you are unable to move your booking at this time, please contact our call center to obtain your credit towards a future booking.
In the event a guest must return home quickly due to a “no travel restriction” being implemented by their country of residence, AMResorts® will allow early departures with no penalty.
We are experiencing high call volumes and extended hold times. If you are not traveling within the next 72-hours, please consider calling at a later time or complete and submit our online form.