At ATELIER de Hoteles we continue welcoming our valued guests from different parts of the world with all the services and preventive measures needed for a relaxing and fun-filled vacation experience to take place in each of our resorts in Cancun and Playa Mujeres.
To continue providing the customized service that distinguishes our Handmade Hospitality®, and following our Shielded Vacations® health and hygiene protocol, we continue implementing actions that ensure a safe and sound stay for all our guests.
Given the travel restrictions and international regulations of each country, we bring to you some of the Frequently Asked Questions about the Covid-19 Detection Tests that will be offered at ATELIER de Hoteles resorts in Cancun and Playa Mujeres.
Laboratory services for Antigen and PCR tests will be available from January 15, 2021, to all guests.
The tests available are Antigen and PCR and must be requested accordingly to the country you travel to after a stay at our resorts.
Both tests can be requested at ATELIER Playa Mujeres, ESTUDIO Playa Mujeres, and ÓLEO Cancun Playa.
At ATELIER Playa Mujeres, ESTUDIO Playa Mujeres, and ÓLEO Cancún Playa antigen tests will be included free of charge to all guests who, accordingly to their country of origin such as the United States, require a negative antigen test result for Covid-19 at boarding time of their flight. A minimum stay of 3 nights is required to request the free antigen test. Reservations of less than 3 nights may request the test for $18 USD per person.
The PCR test has a cost of $79 USD per person; however, this cost may change without prior notice by the laboratory.
It is important to take the test at least three days in advance, which is the minimum acceptable before traveling to any country.
Guests whose country of origin or final travel destination does not require a negative antigen result for COVID - 19 or PCR test such as Mexico can request the antigen test with an additional cost per person accordingly to current laboratory prices.
The available antigen and PCR tests are performed by an external laboratory. Therefore, payments must be made directly with the laboratory representative.
The laboratory accepts debit and credit cards, as well as cash.
The tests must be requested directly through the Concierge area of each resort.
Appointments will be scheduled according to the pre-established schedules provided by the external laboratory and may be requested upon arrival with assistance of the Concierge area.
• ATELIER Playa Mujeres and ESTUDIO Playa Mujeres: The laboratory representative will attend on Tuesdays, Thursdays, and Saturdays from 10:00 am to 12:00 pm to collect samples from previously scheduled appointments.
• ÓLEO Cancún Playa: Visits and sample collections will be attended on Mondays, Wednesdays and Fridays from 10:00 am to 12:00 pm for guests with a confirmed appointment.
* These hours may change without prior notice by the external laboratory.
We highly recommend you go to the Concierge area to check laboratory availability of the day and time you require; We strongly suggest you do your request upon arrival.
In case of requesting an antigen or PCR test after hours or without a prior appointment, the laboratory will charge an additional late-service charge of $15 USD for antigen tests and $25 USD for PCR tests that must be paid directly to the laboratory representative.
The sample collection will be carried out the following way:
• At ATELIER Playa Mujeres and ESTUDIO Playa Mujeres a specially equipped area has been established for this purpose. The Concierge will escort you to this area on the scheduled day and time.
• At ÓLEO Cancún Playa, each guest will be informed about the place and time for taking the samples.
When attending to the sample collection, the guest must present the symptoms format that the Concierge will provide.
This service is provided by an external laboratory so, guests’ can select the laboratory of their choice.
The tests results taken at any of the ATELIER de Hoteles resorts will be sent via email.
Results will be sent 24 hours after sample collection.
We strongly recommend that all guests immediately inform their Concierge if they have been positive in any of the tests. This way we can provide the necessary assistance for a prompt recovery and, in case of coming as a family or with a partner who has had a negative result, their companions will be able to keep enjoying their stay.
The medical consultation has an additional cost at the time of requesting the service, which will be notified by the Concierge.
The cost is variable and is subject to change by external medical staff.
Please contact the Concierge area to be informed of the Action Plan, the inclusions, exclusions, as well as to be informed of important details about the isolation area in-resort where you will be relocated.
Guests who have traveled together may stay in the same room as long as their stay was originally booked that way.
In this case, guests with a positive test result must remain in an isolated room without physical contact with their companions or any other guest of the resort.
Companions with a negative result may continue enjoying their stay if their reservation remains valid.
If the check-out day has arrived and companions wish to stay at the resort, they will be offered a preferential rate of $150 USD per person per night, in double occupancy.
The resort offers a courtesy stay with the following services:
• Water, coffee, and tea
• Sweet and salty snacks
• Bathroom amenities available during the stay
• Free high-speed Wi-fi
• Suite service menu with breakfast, lunch, and dinner service (all food will be delivered in disposable containers and will be collected on Monday, Wednesday, and Friday).
Restrictions during isolation stay:
• It is not allowed to leave the room under any circumstances
• Positive guest is not allowed to visit public areas such as swimming pools, restaurants, lobby, bars, or the cafeteria
• The Suite Service does not include alcoholic beverages.
The cleaning service will be suspended during the isolation time in the room as part of the measures to take care of the health of other guests and our co-workers.
It is extremely important to follow the doctor's instructions, the Resort Action Plan, as well as the official International regulations to avoid the spread of the virus.
A second test will be performed on day six of isolation and then every third day until a negative test result is obtained; these follow-up tests have no additional cost.
The isolation will be offered as first instance in the resort you have booked, however, if needed, isolation can be provided in some other property of ATELIER de Hoteles or another.
If hospitalization is required, the doctor will request an ambulance for the guest to be transferred to a hospital. We highly recommend guests contact their health insurance or travel insurance to report their diagnosis to anticipate any situation since the isolation moment.
It is also important that guests in isolation keep their family members informed and updated about their insurance details in case direct contact is not possible.