The Traveler 411- Coronavirus (COVID-19)

March 20, 2020

Dear Member,

As part of our club family, we share the great responsibility of keeping you updated and informed. There is no greater role for us then to ensure our members’ safety and well-being. The Department of State advises U.S. citizens in countries where commercial departure options remain available, U.S. citizens who live in the United States should arrange for immediate return to the United States, unless they are prepared to remain abroad for an indefinite period. You can learn more about this by visiting travel.state.gov for more information.

At Villa Group, we thrive off being able to deliver world class experiences to our members. Due to the recent travel restrictions, and as a precautionary measure, we will begin soft closure procedures. Our current focus is getting all guests home safely. Based on the resort’s current occupancy levels, we anticipate a reduction in services on-site pending closure of the resorts if necessary. Our resorts will continue to maintain, upkeep and work on preventative maintenance, preparing our resorts for your return when resuming normal business becomes safe to do so.

If you have existing reservations to visit our resorts through April 17, we will be notifying you via e-mail. Please focus on you and your family during this time; we will take care of the rest. Your reservations will be cancelled, all fees waived, points or weeks will be restored to your account, and a refund processed for any options purchased.

If you are currently visiting our resorts, please see the Front Desk team to arrange your departure and check- out. Any unused options will be refunded, along with any unused vacation time. Members and guests will not be allowed to stay on property. Should a member not wish to follow the State Department advisory, they do so at their own risk.

Thank you for trusting us with your vacation experience. We wish you and your families the best during this time and look forward to welcoming you back to your home away from home very soon.
Stay Healthy,
Nicholas Larez
Vice President

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March 18, 2020

Dear Member,

As a member of our vacation club family, we wanted to share the most recent update regarding COVID-19. The Governor of the State of Nevada where our servicing company ResortCom operates, has just announced a mandatory closure effective Wednesday, March 18, 2020 for a period of 30 days.

While our resorts in Mexico remain open and operating at this time, our US based contact center will not be able to take inbound calls. As such, we are providing two e-mail contacts to assist you with any needs you may have.

We will have limited team members working remotely to address your communications, assist with reservation needs, account questions, etc. We do kindly ask that if your concern isn’t of urgent nature that it waits until we resume normal functionality.
We recognize this can be frustrating and we are working to support all our members.

Kindly e-mail the below contacts to address any of your concerns.
1. Reservations@resortcom.com- for reservations in the next 10 days.
2. Memberservices@resortcom.com- for all other needs outside of immediate travel.

Anything that isn’t urgent, we will address as soon as we can. Members on-site at our resorts may connect with any hotel team member to extend their reservations and/or make adjustments at this time. We encourage you to use the above contacts for communications. Our teams will be working to address each member concern.

We appreciate your patience throughout this time and we all look forward to resuming normal business operations when it is deemed safe to do so.

Nicholas Larez
Vice President
UVC International

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March 16, 2020

We appreciate your patience!

To allow our Reservations team to focus on members with immediate needs, we are asking those who do not have travel within the next 10 days to wait until closer to your trip before contacting us.

We recognize this can be frustrating and we are working to support all our members. Members can also e-mail the following for a response in the order received.

1. Reservations@resortcom.com- for reservations in the next 10 days.
2. Memberservices@resortcom.com- for all other needs outside of immediate travel.

Anything that isn’t urgent, we will address as soon as we can.

Looking for the most up-to-date travel information from UVCI?

Please check this blog post for regular updates.

We appreciate your patience throughout this time and look forward to assisting you soon.

Nicholas Larez
Vice President
UVC International

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March 12, 2020

Dear Member:

As we all continue to monitor the evolving changes with Coronavirus (COVID-19), we want you to know that we are regularly analyzing information provided by world and national health authorities to bring our members the most up-to-date information and to keep our resorts safe.

Your Travel Safety:

As always, our highest priority remains the safety and security of our guests and team members. We take great pride in maintaining extremely high standards of cleanliness and hygiene. The dynamic nature of this situation requires us to be engaged and flexible in how we respond, provide service and protect our members and staff. I want to personally reach out to you and provide an update on precautions taken by our resort partners:

  • Ongoing staff training on prevention of the spread of the virus and how to identify symptoms.
  • Prevention measures, including campaigns for frequent and effective hand washing, increased numbers of antibacterial hand sanitizers, and avoiding hand shaking and hugs (but still keeping big smiles).
  • Enhanced cleaning and disinfection protocols for all critical areas including lobbies, elevators, door handles, light switches, telephones, reception counter, bathrooms, rooms, and pool furniture.
  • Hygienic food preparation management practices are in place and inspections are conducted by Preverisk to ensure the highest standards of hygiene are being adhered to.
  • Daily sanitization and weekly deep cleaning and sanitization of kitchen and spa areas.
  • Onsite doctors and round-the-clock medical response teams with local hospital affiliations, are prepared to act swiftly and provide medical assistance or referrals.
  • Protocols have also been established to handle the situation should a potential case of COVID-19 be detected.

Your Travel Flexibility

While many of our members continue to vacation and can’t wait to hit the beaches, we understand that things may change. As such, I want to cover a few options that are available to any members who may have their upcoming travel plans impacted.

Change to reservations: If you’re scheduled to travel and would like to change your reservations to a later date, there is no fee to do so at this time. We will gladly move your existing reservation and all options to a future date in 2020.

 Booking new travel for 2020: If you book new travel for 2020 between March 11- April 30, 2020, and your travel plans are disrupted as a result of COVID-19, changes and or cancellations to those new reservations will be permitted without any fees to do so at this time.

We will return to standard practices and fees as soon as we deem appropriate.

Thank you for being a loyal member. We are privileged to have you as part of our family and know that we will navigate through these times, together. We look forward to welcoming you to Mexico with all the hospitality you have come to expect at your home away from home!

Nicholas Larez

Vice President

UVC International

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March 9, 2020

Dear Member,

Having you as part of our family is exactly why we exist.  UVC International is extremely committed to the safety and wellbeing of all visitors and team members.  As such, we wanted to provide an update considering the most recent Coronavirus (COVID-19) situation. We continue to be engaged with various outlets and are monitoring this evolving situation to give our visitors the most updated information.

At this time, nowhere in Mexico is listed as any concern of potential health risks for visitors. The Centers for Disease Control (CDC), provides recommendations on postponing or canceling travel. These are called travel notices and are based on assessment of the potential health risks involved with traveling to a certain area. The (CDC) has only issued travel notices for visitors to; China, Iran, Japan, Italy, South Korea and Hong Kong.

What is Coronavirus?

Coronavirus is a respiratory illness. The current (COVID-19) symptoms include fever, cough, and shortness of breath. This virus spreads from other people who have the virus through small droplets produced when an infected person coughs or sneezes.

What are the resort partners doing to keep travelers safe?

The Country of Mexico where we operate is not under any warning, alert or notice currently.  Having operated resorts in Mexico for many years, our resorts have learned from past outbreaks and have kept the ability to protect our customers at the forefront. All resort partners adhere to stringent international health and safety guidelines related to the prevention, detection and treatment. We are also reinforcing protocols and policies related to the resort-level health and hygiene out of an abundance of caution. Additionally, each resort undergoes routine quality audits in addition to third party companies tasked with validating resort certification based on strict health and safety guidelines. Lastly, each resort property has medical doctors available on-site and has associations with hospital care in each destination.

What can we do to be safe?

As recommended by the (CDC), if you travel, take the following routine precautions:

  • Avoid contact with sick people.
  • Avoid touching your eyes, nose, or mouth with unwashed hands.
  • Clean your hands often by washing them with soap and water for at least 20 seconds or using an alcohol-based hand sanitizer that contains 60%–95% alcohol. Soap and water should be used if hands are visibly dirty.
  • It is especially important to clean hands after going to the bathroom; before eating; and after coughing, sneezing or blowing your nose.

Where can we get more information?

More detailed information, fact sheet and travel safety tips, can be online at:

https://www.cdc.gov/coronavirus/2019-ncov/index.html

https://www.cdc.gov/coronavirus/2019-ncov/travelers/index.html

Have questions about upcoming travel plans?

Our US Based servicing company, ResortCom International is here to assist with your reservations and or questions. They can be reached at 1-800-852-4755 or via e-mail at memberservices@resortcom.com.

We want you to feel confident when vacationing with us and are prepared to navigate through these circumstances with your comfort and safety in mind.  Our entire family looks forward to welcoming you back to the sunny beaches of Mexico. Travel to all destinations remains open and our team members remain committed to delivering you and your family a memorable vacation experience.

See you soon,

Nicholas Larez

Vice President

UVC International

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February 29, 2020

A message from our Vice President on Coronavirus:
At this time, nowhere in Mexico is listed as any concern of potential health risks for visitors. The CDC Centers for Disease Control provides recommendations on postponing or canceling travel. These are called travel notices and are based on assessment of the potential health risks involved with traveling to a certain area. The CDC has only issued travel notices for visitors to; China, Iran, Japan, Italy, South Korea and Hong Kong.
Our resorts remain committed to the safety and well-being of all members. Each work daily to deliver a memorable vacation experience to our guests. The Country of Mexico is not under any warning, alert or notice. As such, we look forward to welcoming you to your home away from home.
As recommended by the CDC, If you travel, take the following routine precautions:
-Avoid contact with sick people.
-Avoid touching your eyes, nose, or mouth with unwashed hands.
-Clean your hands often by washing them with soap and water for at least 20 seconds or using an alcohol-based hand sanitizer that contains 60%–95% alcohol. Soap and water should be used if hands are visibly dirty.
-It is especially important to clean hands after going to the bathroom; before eating; and after coughing, sneezing or blowing your nose.
More detailed information and travel safety tip can be online at: https://www.cdc.gov/coronavirus/2019-ncov/travelers/index.html
Best Regards,
Nicholas Larez
Vice President
UVC International

2 Comments

  • I have been trying to cancel my 3 reservations for the last week. I have called & emailed both emails several times. I am frustrated and would like to know how to cancel & get my full refund. Thank you!

    • HI Deborah,
      Thank you for your message and we apologize for your experience. I will forward your inquiry to our team and make sure you get a response soon.

      Due to the COVID-19 situation, we are receiving a higher amount of inquiries than normal and will be getting back to you as soon as possible.

      Thank you,

      Member Marketing

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