The Traveler 411- Coronavirus (COVID-19)
May 11, 2020
Care and Cleanliness Commitment from our partners at The Villa Group Beach Resorts & Spas
The moment we have all been waiting for is almost here! The spread of COVID-19 has slowed within Mexico to the point that the Mexican Federal Government has provided re-opening dates. With zero cases of COVID-19 within our company, we have been preparing for this moment and cannot wait to welcome you back to your home away from home.
We know how important it is to maintain high standards of cleanliness always. Our resorts obtained advice from infectious disease specialists and certification from companies like PREVERISK as part of our preparations for your return. We have implemented preventative protocols against COVID-19 and are committed to upholding the highest standards regarding disinfection, hygiene, sanitation, and more.
We have created an integrated Health and Hygiene Program based on the suggestions and instructions of the government and health organizations, which you can view here.
The health of the entire Villa Group family is our top priority, and that includes you!
New Standards of Cleanliness:
- External suitcase sanitization.
- Security seals to validate that no one entered the room after it was cleaned and disinfected.
Thermometers will be used at all access points throughout the resort to read and monitor the temperatures of guests and staff in a non-invasive manner. For more information click here.
Surfaces in all Public Areas:
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 will continuously be treated with hospital-grade 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 will take place so as to better protect our guests, our staff, and our communities.
Hotel-Level Sanitization Specialists:
Resorts have been trained and equipped with a special team, led by a Hygiene Manager, that will take 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 hospital-grade disinfectants between each guest’s stay. Paper amenities, pens, and magazines will be 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 our fitness centers. We are also limiting use of the fitness center to only those with a reservation and enforcing a maximum capacity to protect everyone.
Food and Beverage:
At our resorts, all employees 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 will continue to seek training and complete inspections to keep all our guests and staff safe. In addition, we are currently making modifications to our in-room dining and our buffet-style services.
We are working to minimize direct contact between our guests and staff, which means that certain services, such as valet parking, direct meal preparation, among others, will be suspended temporarily. Other services, such as those that require entry into guest rooms, will be modified to limit contact as much as possible.
Possible COVID-19 Cases at our Resorts:
We are committed to keeping everyone at our resorts safe, which means we have implemented special protocols to be followed in the event that a suspected case of COVID-19 is presented. We have:
- An onsite doctor and 24-hour medical service available
- A team dedicated to detecting and handling suspected COVID-19 cases, which includes the General Manager of each resort, the Head of Security, a licensed physician, and our Director of Operations who will work in conjunction with health officials.
The Villa Group Way
While we are making changes that will impact the way we operate and the availability of services that you may have come to love, we are committed to maintaining the same great service and hospitality that The Villa Group is known for. From hotel managers to the bellmen who greet you each and every day, our entire team is excited for your return and is willing to do whatever it takes to make that happen. Our commitment to you is our top priority.
April 10, 2020
At UVC International, our goal continues to be delivering extraordinary vacation experiences to you for many years to come. I wanted to thank those of you who engage on social media, share photos, smiles, and thoughts as they mean so much to us. I speak for the many thousands of team members when I tell you, “WE CAN’T WAIT TO HAVE YOU BACK AT OUR RESORTS!” Our resorts may be closed, but our hearts are certainly open.
In my last communication, I shared how several of our resorts were closing as a precaution through May 1st, 2020 and taking this time to work on your home away from home. I also shared that our servicing company, ResortCom International, and the Club offices based in Las Vegas were on a mandatory closure per the orders of the Governor; this which has now been extended through April 30th, 2020.
Over these past few weeks, many of you have been so kind, generous and thoughtful to our team members. We understand our response times have been a little slower than normal, but we are thankful for your patience. We have a limited number of remote agents helping members Monday thru Friday from 9am to 5pm at 1-800-852-4755 to book new reservations and helping to move those reservations impacted by this challenge to a later month. We are so happy many of you are rebooking to see us this year and apologize in advance for the longer than normal wait time.
Those members who wish to e-mail may write us anytime at email@example.com and someone will address your question, reservation or account inquiry.
Over the next few weeks, we look forward to sharing more with you via our social media channels. You can find us on facebook.com/MyUVCI and we look forward to you sharing more with us. We love seeing your faces, anytime. Until we can all be together again, stay safe, stay well, and stay healthy.
March 20, 2020
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.
March 18, 2020
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.
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.
March 12, 2020
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!
March 9, 2020
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:
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 firstname.lastname@example.org.
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,
February 29, 2020