Our Commitment to You

A vacation should be a respite from the rest of the world. That’s why we have introduced our Peace of Mind™ initiative — our promise to our guests that all areas of the property are cleaned and made safe to the highest standards. We take your health and welfare very seriously and have implemented the following:

INDEPENDENT CERTIFICATION

We’ve partnered with leading health and wellness organizations to elevate our cleaning protocols so our guests can enjoy total peace of mind every stay.

Cristal International Standards/Check Safety First

Alliance with Cristal International since 2013
World-renowned organization audits 17 areas of focus for guest safety
Complies and exceeds International
Food Standards and the World Health Organization guidelines
Achieves Check Safety First's 7-point system for safety, health and cleanliness categories

EarthCheck

Member since 2013
World-leading scientific benchmarking, certification and advisory group for travel and tourism
All hotels operated by Karisma Hotels & Resorts in Mexico are Earth Check certified.

Delos Well Living

Among the first hotel chains to align with the WELL Health-Safety Rating from the International WELL Building Institute
All protocols to be certified through Well Living Lab in conjunction with the Mayo clinic
Part of the program endorsed by Dr. Deepak Chopra

DEEP CLEANING ALL THE TIME

New sanitizing protocols go far beyond deep cleaning. They now include ultra-violet sanitization, temperature monitoring thermal camera technology, formula steaming and fogging and germ-free service applications. Guest cleanliness tools include hand sanitizing wipes, guest sanitizing kits, masks, alcohol, and social distancing guidelines at restaurants, bars, pools, elevators and other public spaces.

DEEP CLEANING ALL THE TIME

We have created over 100 new protocols adding them to our already existing highest level of HACCP standards by implementing additional sanitation procedures and adding new sophisticated sanitizing products and systems which have been recommended and approved by external consultant in order to meet all International Safety standards and regulations (FTO/EPA/ECHA/Cristal International/FDA/CDC/SAFEHOTELS/ and DELOS)
We will be providing all our team members PPE for each specific area and department; PPE kits/baskets as guest amenity, including sanitizing gel, disinfection wipes etc. throughout different strategic areas of our resorts
We will be placing sanitizing mats on strategic entrances in front and back of the house
We will be implementing obligatory social distancing in all employee restaurants and locker facilities
Prior to reopening of our resorts massive staff training and mandatory internal and external certifications for COVID-19 protocols and prevention measures will be required for all team members (from line staff to Executive Committee and General Managers)
All team members will pass mandatory health and temperature controls and thermal cameras will be installed for staff which can identify persons with high temperatures

SEALED CLEAN FOR YOU

All guest rooms and suites are deep cleaned and then sealed exclusively for you. Stay Well ™ rooms include advanced air purification systems and other wellness features and therapies that address sleep (specialty bedding, lighting and water treatment such as vitamin C infused water).

BREAK THE SEAL TO YOUR PARADISE

Implementation of door hangers indicating to guests that their rooms have been completely sanitized prior to their arrival
We certify that this room has been cleaned and sanitized, using the procedures and products endorsed by EPA, FDA, CRISTAL, SAFE HOTELS, DELOS.
Implementation of
Housekeeping service every 48 hours or on request only to reduce room access by staff
Room tumblers, cups protected with plastic bags after cleaning
Temporary cancellation of reusable glass bottles, exchanged with single use water bottles (PET)
Sanitizing wipes as part of the room amenity options
Coffee stirrers in individual packaging
New design of sanitation notice stickers “For your safety this item has been sanitized and placed in critical room points remote controls, telephone, etc
Turn down service will continue to be offered on a request basis
Easy presentation and contactless delivery to be implemented
Room service menu to be available in digital format
Personalized mini bar service on request

UNCOMPROMISED FOOD & BEVERAGE

Gourmet Inclusive means the finest ingredients made-to-order with peace of mind quality. Grown in our very own greenhouses or locally sourced with the highest quality standards. New F&B apps for reservations, menus and ordering. Contactless room service and personalized mini bar service also available.

UNCOMPROMISED FOOD AND BEVERAGE (RESTAURANTS / BARS / ROOM SERVICE)

Reservations will be available via Open Table
A la carte breakfast will be served (vs food displays)
Social distancing will be implemented
Digital versions of restaurant menus and wine menus will be available via QR Code
Gourmet bites and munchies to be packaged and served
Cleaning and sanitization to be implemented
Sanitizing fogging will be implemented in all F&B areas
Easy presentation and contactless delivery to be implemented
Room service menu to be available in digital format
Personalized mini bar service on request

PUBLIC AREAS, BUILDINGS & OUR CAMPUS

PUBLIC AREAS, BUIDLINGS AND OUR CAMPUS

Welcome Service | Check-In/Out at Resorts | Concierge
Bellman will offer hand sanitizer to all guests as they arrive
Hand sanitizer dispensers will be located throughout the common areas of the resort
A ‘help yourself’ basket of disposable masks and sanitizing wipes will be available for all guests
Luggage will be sanitized upon arrival; with prior guest authorization and will be marked with a luggage tag indicating “We have sanitized your luggage – Welcome back home! Enjoy your stay in paradise”.
A banner will be displayed in the lobby indicating an overview of our sanitation measure with a QR code for additional details
Social distancing markers will be installed, and guests will be assisted by staff during the check-in process
Plexiglas barriers will be installed at front desk
Implementation of online check-in for all destinations
A separate Lobby area will be designated for self-service check-in via tablet
Express check-out will be available to all guests | Room keys can be deposited in designated drop box
Automatic hand sanitizer dispensers located throughout concierge gazebos/desks
Pillow and soap menus will be available via digital version for specific room categories where these amenities offered
In room aroma scents will still be sprayed
Public Areas
Installation of social distancing signage with a maximum number of people at any one time for elevators with required use of hand sanitizer
Updated cleaning protocols for high-traffic contact areas to include increased frequency of cleaning (i.e. door handles, handrails, touchscreens, elevator buttons, pool chairs/side tables, etc)
Digital factsheets / infographics will post-COVID19 measures will be displayed throughout totems, apps, TV screens at the resort
Swimming Pools and Beaches
Redesign the layout for pool loungers and beach Bali day beds, respecting social distancing guidelines
Pool towels will be bagged and available at staff-controlled locations and placed in all guest rooms
Entertainment | Gym | Spa
Sanitation rule implemented across all facilities/equipment
All guests must register in advance and acknowledge/comply with rules
Sanitizing floor mats at entrances
Updates for cleaning procedures and disinfection protocols for all spa areas
Limited capacity and appointment regulations to be implemented
Daily activities will still be available with minor adjustments
Fun social distancing campaigns and child friendly explanations (play style) are to be implemented prior to the beginning of the shows
Live music shows will still be available
Amenities will be available in individual packages
Kids Club | Waterparks | Splash Parks
Implementation of handwashing protocols every 30 minutes
Floor mats will be sanitized routinely along with hand sanitizer stations
Increased measures for cleaning and sanitizing toys, materials and surfaces
Splash parks, playgrounds and courts will be accessible allowed while implementing social distancing for parents and children 3 and over
Waterparks will have sanitizing mats at various access points
Cooking classes at Kids Clubs are suspended until further notice

ENVIRONMENTALLY RESPONSIBLE

Energy conservation goes beyond preservation of natural resources. At Karisma we take environmental responsibility to new heights with solar energy, oceanic and wildlife preservation. The Karisma Fundación strongly supports community service and assists employees in their hardships.

OUR EMPLOYEES WITH A SPIRIT TO SERVE

SERVE Throughout the COVID 19 pandemic, Karisma retained our employees to continue to provide the finest professional service and to demonstrate our commitment to our loyal staff.

Riviera Maya

Riviera Cancun

Baja

Last Minute Getaway

Boutique

Au Natural

Our Commitment to You

INDEPENDENT CERTIFICATION

Cristal International Standards/Check Safety First

EarthCheck

Delos Well Living

DEEP CLEANING ALL THE TIME

DEEP CLEANING ALL THE TIME

SEALED CLEAN FOR YOU

BREAK THE SEAL TO YOUR PARADISE

UNCOMPROMISED FOOD & BEVERAGE

UNCOMPROMISED FOOD AND BEVERAGE (RESTAURANTS / BARS / ROOM SERVICE)

PUBLIC AREAS, BUILDINGS & OUR CAMPUS

PUBLIC AREAS, BUIDLINGS AND OUR CAMPUS

ENVIRONMENTALLY RESPONSIBLE

OUR EMPLOYEES WITH A SPIRIT TO SERVE

Our Commitment to You

INDEPENDENT CERTIFICATION

Cristal International Standards/Check Safety First

EarthCheck

Delos Well Living

DEEP CLEANING ALL THE TIME

READ MORE

SEALED CLEAN FOR YOU

READ MORE

UNCOMPROMISED FOOD & BEVERAGE

READ MORE

PUBLIC AREAS, BUILDINGS & OUR CAMPUS

LEARN MORE

ENVIRONMENTALLY RESPONSIBLE

OUR EMPLOYEES WITH A SPIRIT TO SERVE