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Your wellbeing and safety is our priority: Learn More about our Safe Stay | Care Commitment

Your wellbeing and safety is our priority: Learn More about our Safe Stay | Care Commitment

Safe Stay | Care Commitment

We know how important it is to always maintain high standards of cleanliness. Our resorts obtained advice from infectious disease specialists and certification from companies like PREVERISK as part of our preparations for your return. In addition, the destinations of Cabo San Lucas, Puerto Vallarta, and Riviera Nayarit, as well as a number of our resorts, have all received the Safe Travels stamp from the World Travel & Tourism Council. 

At The Villa Group Resorts, we have implemented preventative protocols to help the fight against COVID-19 and we have created our own health and hygiene program that goes above and beyond government recommendations. We are totally committed to upholding the highest standards regarding disinfection, hygiene, sanitation, and more. 


For our Guests

  • No-contact thermometers are being used to check guests’ temperatures. 
  • Face masks are being offered to our guests at the moment of check-in with suggestions to wear them in common areas.
  • There are mats with disinfectant solution at every entrance.
  • All frequently touched surfaces are sanitized before and after guests check-in and check-out.
  • All security and hygiene protocols are shared with guests.
  • Luggage is disinfected before we take it to a guest’s room.
  • Security seals are used to validate that no one entered the room after it was cleaned and disinfected.

For our Guests
For our Staff Members

For our Staff Members

  • All our personnel have and will continue to receive adequate training with respect to the symptomatology, preventive measures, safety and sanitation measures related to the current situation.  
  • Each one of our staff members is checked every day to ensure that they are healthy and ready to start working.
  • No-contact thermometers are being used to check staff members’ temperatures before their shift begins. 
  • The use of facemasks is obligatory for all staff members as well as personal protection equipment for positions that require it. 
  • Physical distancing of at least 6 ft. (2 meters) is required.
  • Touchless hand sanitizer dispensers are located at key points of the resorts.

Cleaning and Sanitization

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 are continuously treated with 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 takes place so as to better protect our guests, our staff, and our communities. 

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

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

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 all areas of our facilities.  In addition, each elevator landing has hand sanitizing dispensers available for use by guests and staff, and the capacity of each elevator has been reduced so as to make social distancing easier for everyone. We are also limiting use of the fitness center to only those with a reservation. 


At our resorts, all staff members 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 continue to seek training and complete inspections to keep all our guests and staff safe. In addition, we have made modifications to our in-room dining and our buffet-style services. 

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

COVID-19 FAQs

Important information: Coronavirus

For more information, answers to your questions, or to express your concerns, please contact our Call Center at 1 877 498 1491.

We are committed to taking care of our guests as best we can, especially when circumstances arise that are out of everyone’s control. We have temporarily adjusted our reservation policies so that you’ll have greater flexibility and can make modifications to your reservation dates as needed. For more information, answers to your questions, or to express your concerns, please contact our Call Center at 1 877 498 1491.

We are ready when you are! Our resorts are currently open and receiving guests. Don’t miss out on the vacation you’ve been longing for, book today and pay before your arrival. In addition, in case you need it, you can make changes to your reservation dates at no charge. Visit our website or contact one of our agents toll free at 1 877 498 1491.

Rest assured, our resorts are doing everything they can to keep our guests and staff members as safe as possible. Using advice obtained from health and hygiene specialists and companies like PREVERISK, we have created a Program, which we believe will allow us to maintain the highest standards of cleanliness throughout our facilities. For more information about our Health and Hygiene Program, please click here. 

All staff members working in the food and beverage operations at our resorts are highly trained in regards to the proper service and handling of these items. Due to the current situation, we are going above and beyond our already high standards to ensure the safety of guests and staff. We have made modifications to our restaurant and buffet-style dining and we are committed to carrying out thorough inspections and seeking training with regards to the most up-to-date precautionary measures for the handling of food and beverage at our resorts.  

Your health and wellbeing are our first priority, which is why we have limited the use of some of our restaurants and bars. While we have made these necessary adjustments for the time being, we still want you to enjoy your vacation to the maximum. With that in mind, rest assured that we are doing everything possible to ensure you have everything you need during your stay. 

It is our mission to help guests maintain a healthy distance from others during their stay, which is why the Spa and Fitness Center is only open to guests who have previously made an appointment. Schedule your appointment in advance so that you can enjoy a relaxing massage or continue your exercise routine in our state-of-the-art facilities. 

Our pools and beachfront offerings are currently open. However, in order to guarantee the wellbeing of all of our guests, we have increased the frequency in which they are cleaned and sanitized. In addition, lounge chairs are being placed at a safe distance from one another in accordance with government regulations. Each of the destinations where our resorts reside has received a seal of “Safe Travel” from the World Travel & Tourism Council, which means you can travel with confidence. We hope to see you soon!

The destinations where our resorts are located have been given the seal of Safe Travel by the World Travel & Tourism Council. Because of this, many local businesses have decided to resume operations, and they have been allowed to do so as long as they comply with the health and hygiene regulations that have been implemented by the state and federal governments. While we cannot speak for all, many business owners are happy to welcome you back. Please also keep in mind that our resorts have prepared a variety of gastronomic options that you can enjoy in the comfort of your room when ordering room service. 

You are not obligated to use any protective gear during your staff, although we have placed hand sanitizer in strategic locations and encourage you to wash your hands as much as possible. On the other hand, our staff will always use safety gear and they will attempt to keep a safe distance from guests at all times. We are very excited to see you back at our resorts and are doing everything we can to make you as comfortable and confident as we can!


Yes, shuttle service is still being offered. We ask that you request it when making your next reservation. We hope to see you soon. 

Our top priority is the safety of our guests and staff members. We have special protocols in place to handle situations that may arise from the spread of COVID-19, including:

  • an onsite doctor and 24-hour medical service, which is available to all our guests, and
  • a team that is in charge of detecting and handling suspected cases of COVID-19. This team is made up of the respective resort’s General Manager, the Head of Security, a licensed physician, and our Director of Operations, who are all working in conjunction with health officials. 

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