The well-being of our guests and employees is of utmost importance to all of us. Therefore, we are closely following the indications of the Health authorities regarding the coronavirus (COVID-19) outbreak. We are currently operating all our services normally, but we have implemented a rigorous action protocol in collaboration with the health authorities to act during these circumstances and unforeseen events.
Our commitment to cleanliness:
We take hygiene and cleanliness standards very seriously, and are implementing additional measures to ensure the safety of our guests and employees. On a daily basis, our hotels are working to ensure compliance with the latest hygiene and safety guidelines. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, with a range from hand washing hygiene to cleaning product specifications, to all room and area cleaning procedures in common. Specific measures being implemented by Tesoro Resorts include:
Cleaning products and protocols: Our hotels use effective cleaning products and protocols against viruses. This includes:
- Rooms: Hotels use cleaning and disinfecting protocols to clean rooms after guests’ departure and before the next guest’s arrival, paying special attention to frequent contact items.
- Public spaces: Hotels have increased the frequency of cleaning and disinfection in public spaces, (reception, elevators and their buttons, door handles, public toilets and even room keys).
- Private Hotel Areas: In spaces where employees work “behind the scenes,” our hotels are increasing the frequency of cleaning, focusing on areas of frequent contact.
In response to current conditions, Tesoro Resorts is committed to ensuring that our clients have flexibility during these difficult times. At all Tesoro Resorts we are implementing the following policies:
Guests who have existing reservations for any future arrival dates, including reservations with prepayment rates, which are usually more restrictive, will be allowed to modify them completely free of charge up to 24 hours before the arrival date *, as long as change made before April 30, 2020. Please note that any changes to existing reservations will be subject to availability and rate differences.
Guests who make new reservations for any future arrival dates, including pre-paid rate reservations, between now and April 30, 2020, will be allowed to modify them free of charge up to 24 hours before the expected arrival date * . Please note that changes to reservations will be subject to availability and rate differences.
Guests who have made their reservation through an online travel agency or other travel agent are encouraged to contact the reservation provider for information on their policies.
Some exclusions apply. You can exclude periods with special event restrictions or high demand weeks. See each hotel’s rate rules for more details. In the case of individual reservations in a pre-existing group block, see the exchange terms in force at the time of reservation. If you need additional information, please contact the group organizer or the hotel. If you have questions as a group organizer about the terms and conditions of group contracts, please contact the hotel. For more information on the health contingency, consult the official sources and follow the recommendations of the local and national Health authorities. https://www.gob.mx/salud