At Sunset World we are always committed to offering the best and safest vacation experience and we are prepared with the best COVID-19 training protocols to protect our members, guests and staff. Furthermore, our Sunset World Safe Stay™ program goes beyond these strict quality controls with more than 150 preventive actions so we can offer a safe environment for everyone.
Our collaborators have been trained in COVID-19 protocols according to Mexican regulations and Hygiene, Sanitation and Security Protocol (HSS), to protect themselves and you.
• The circumstances around COVID-19 are continually changing. If you are planning to travel, but have not yet booked, we recommend that you consult national or local travel recommendations.
• If you have already booked your trip do not forget to contact your travel operator, hotel, insurer or travel agency as there may be last minute cancellations or changes.
• Download the Guest Assist App www.guestassist.mx that provides assistance and guidance to national and foreign tourists who visit the state of Quintana Roo in situations that affect their physical integrity or personal property.
Sunset World offers onsite testing at Sunset Royal and Hacienda Tres Ríos, making it easy to comply with the following international travel regulations.
The Centers for Disease Control and Prevention (CDC) of the United States expanded the requirement for a negative COVID-19 test to all international air passengers entering the United States, effective since January 26, 2021. The United States joins other countries such as Canada, U.K., Brazil, Argentina, Chile and Colombia with such requirement.
According to the CDC, air passengers entering the United States will be required to present documentation of a negative COVID-19 viral test (called a Qualifying Test) conducted within 3 days before their flight to the United States departs. Documentation should be for a viral test (NAAT or antigen) as approved or authorized by the relevant national authority or proof of recovery.
Test results must state: Negative, SARS-CoV2 RNA Not Detected, SARS-CoV-2 Antigen Not Detected, or COVID-19 Not Detected. “Invalid” results will not be accepted. Documentation may be paper or electronic copy and must include the name and contact information for the laboratory or healthcare personnel who performed the test. Test results may be required to be shown again upon landing.
Alternatively, passengers may provide documentation of having recovered from COVID-19 with test results conducted during the 3 months preceding the flight’s departure from a foreign country. Test results must state: Positive, SARS-CoV2 RNA Detected, SARS-CoV-2 Antigen Detected, or COVID-19 Detected. “Invalid” results will not be accepted. Additionally, a letter from a licensed health professional stating that the passenger has been cleared for travel (called Documentation of Recovery) is required. For more information please visit https://www.cdc.gov/quarantine/fr-proof-negative-test.html
For more information about travel restrictions in your country visit the following links:
At Sunset World it’s easy to comply with the international travel regulations. Now Sunset World has the support of del Chopo Laboratory, a medical institution recognized and accredited by Mexican health authorities, to perform testing for our guests at Sunset Royal and Hacienda Tres Ríos at preferential rates.
Rapid antigen test (Abbot & Roche) – USA
Results are ready in 2 hours. Cost: $22 USD.
Hacienda Tres Ríos: from Monday to Thursday from 9:15 am to 2:45 pm. Friday from
9:15 am to 10:45 am.
Sunset Royal: from Monday to Saturday from 7:10 am to 2:40 pm.
Molecular PCR test – USA, CAN & LATAM
If the test is taken before 11:00 am, the results will be delivered in 48 hours. If the test is taken after 11:00 am, the results will be delivered in 72 hours. Cost: $120 USD.
Hacienda Tres Ríos: from Monday to Thursday from 9:15 am to 2:45 pm, Friday from
9:15 am to 10:45 am.
Sunset Royal: from Monday to Thursday from 7:10 am to 2:40 pm, Friday from 7:10 am
to 10:45 am.
Tests are not done on Saturday or Sunday.
Ocean Spa Hotel: Tests are done at Sunset Royal. The Sunset World bus offers departures to Sunset Royal daily at 7:30 am, 8:30 am, 10:30 am, 11:30 am and 12:30 pm, returning to Ocean Spa at 8:00 am, 10:00 am, 11:00 am, 12:00 pm and 2:00 pm.
An appointment is necessary; make it with your Concierge upon arrival. The only form of payment accepted is with a credit card.
Free 14-Day Stay Guarantee
Guests with positive results will be given a free room at their hotel for up to 14 days, for stays until December 15, 2021. The positive guest’s companions can stay in another room paying the Family and Friends all-inclusive plan rate.
• Wash hands frequently
• Sanitize hands with 70% alcohol gel
• Wear a mask
• Don’t touch your face
• Maintain a distance of at least 5 feet from other people
• Cough or sneeze into your elbow
One of the most important measures we have taken is to digitalize many processes such as the check-in, so it is very important that you download the Sunset World Check-in app and check in before your arrival. At the resort the check-in process is basically the same. The only difference is that basic protection is required during check-in and there is a protection screen between the front desk personnel and guests.
According to many countries’ new regulations for international air passengers, we recommend you visit the concierge right after you check-in to make an appointment for a COVID-19 test within three days of your return flight.
We also recommend downloading the Sunset World app so you can order room service, beverages from your lounge chair at the pool or the beach, view the restaurant menus and order during your stay.
The Sunset World Safe Stay™ program covers all of our facilities, including facilities, services and experiences, with more than 150 health and safety actions.
The mandatory use of masks, gloves and face shields, hand washing or disinfection with gel and social distancing of at least 1.5 meters. In addition, each department has been trained in specific preventive measures that include additional protective equipment if the nature of their duties requires it.
It is unlikely that you could arrive to the hotel without passing through some other sanitary filter, at airports for example, that detects an elevated temperature. If this happens, you will be assigned a room in a section of the hotel for these cases and we will proceed with the medical protocol to confirm or rule out Covid-19.
From reception to amenities kits in your room, and different areas of the hotel, there will always be face masks, gloves and sanitizing gel available to you.
Normally, as long as general preventive measures such as small group tours and healthy distancing are strictly observed. In addition, the equipment necessary for the activities is disinfected before and after each use. Please bring your own personal snorkel equipment. If you do not have snorkel equipment, it is available for purchase at the Confeti Gift Shop.
Yes, our buffet is available with the following guidelines:
-The service is provided by a waiter, there is no self-service available.
-You can choose the available dishes as many times as you want.
-Food is protected by acrylic screens.
-The restaurant capacity was reduced to provide a healthy distance between tables.
Yes, housekeeping has had meticulous training from experts to clean and disinfect the rooms properly daily.
• Common areas are cleaned and disinfected every hour.
• The cleaning and disinfection of swimming pools is more frequent.
• Furniture in common areas has been placed a minimum of 1.5 m apart.
We have the WTTC Safe Travels seal that certifies that our company has implemented the strict prevention and hygiene measures recommended by different world health authorities so that its clients have a “safe trip”, we also have the Health Protection and Prevention in Tourist Facilities of the Ministry of Health and Assistance certification. In addition, all Sunset World hotels have the Distintivo H certification from the Ministry of Health and Assistance and the Ministry of Tourism.
Please contact the Reservations Department or the Member Services Department:
USA 1 866 760 1842
Canada 1 800 896 1243
Mexico 01 800 913 4927
Colombia 01 800 913 4927
Rest of the world +52 998 881 8750
Whatsapp +52 998 342 7166
Member Services Department:
MEX 01 800 262 8964
USA & CANADA 1 800 906 4396
We do recommend you buy travel insurance, making sure that it contains coverage for COVID-19 related incidents. Should you need travel insurance, you can ask your reservation agent for more information.
Sunset World Group hotels received the Protection and Prevention at Tourist Facilities (CPPSIT acronym in Spanish) Certification from the Mexican Tourism Ministry (Secretería de Turismo).
WTTC Safe Travels
Sunset World recently earned the Safe Travels seal from the World Tourism and Travel Council (WTTC). The Safe Travels Seal certifies that a tourism company has implemented the strict prevention and hygiene measures recommended by different world health authorities so that its clients have a “safe trip”.
The six Sunset World Group hotels have been recognized year after year with Distintivo H, the highest certification granted by the Secretaries of Tourism and Health to hotels and restaurants that meet the strictest safety and hygiene standards in food and drink preparation and management.