Frequently Asked Questions About COVID-19 Detection Tests

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.

1. Which are the tests that will be offered at the resorts?

The tests available are Antigen and PCR and must be requested accordingly to the country you travel to after a stay at our resorts.

2. In which resort will the Antigen and PCR tests be applied?

Both tests can be requested at ATELIER Playa Mujeres, ESTUDIO Playa Mujeres, and ÓLEO Cancun Playa.

3. What are the cost of the tests that ATELIER de Hoteles will offer in its resort?

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.

4. How long in advance should I take the Antigen or PCR test?

It is important to take the test at least three days in advance, which is the minimum acceptable before traveling to any country.

5. Can I request an Antigen test to find out if I am infected, even if I am not going to travel to any country that requires it?

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.

6. Are the tests carried out by the ATELIER de Hoteles medical team?

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.

7. What should I do to request of the Antigen or PCR tests?

The tests must be requested directly through the Concierge area of each resort.

8. Can I schedule my appointment to take the Antigen or PCR test at any day and time?

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.

9. What should I do if I am staying at ATELIER Playa Mujeres or ESTUDIO Playa Mujeres and I have to take the Antigen or PCR test on another day besides the previously established?

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.

10. Where will Antigen and PCR samples be collected?

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.

11. Can I go to another laboratory in the city to get an Antigen or PCR test?

This service is provided by an external laboratory so, guests’ can select the laboratory of their choice.

12. How long and how will I receive the results of my sample?

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.

13. My Antigen or PCR test results are positive, what should I do?

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.

14. The doctor has determined that I must remain in isolation for 14 days, what should I do?

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.

15. My companion or companions also obtained a positive test; will all of us be placed in the same room?

Guests who have traveled together may stay in the same room as long as their stay was originally booked that way.

16. What will happen if only one person tests positive and the companions test negative?

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.

17. Will I be able to keep enjoying all resort services of the all-inclusive plan in the isolation room?

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.

18. Will room cleaning service be available?

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.

19. Do I have to stay in the resort during the 14 isolation days indicated?

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.

20. Will the isolation be at the resort I have booked for my vacation?

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.

21. What should I do if the doctor indicates that I require hospitalization?

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.

At ATELIER de Hoteles we understand this situation that is why we offer all our guests the possibility of changing the dates of their stay, up to 24 hours prior arrival, with the initial rate reserved, without penalty, in any of our resorts.
This applies for new and existing reservations made until April 10, 2021, to travel until December 22, 2021.

Below, we list the countries that require negative Antigen and PCR tests before boarding the flight:
  • United States: The Center for Disease Control and Prevention (CDC) recognizes the negative antigen test to board your flight, however, it suggests to all its citizens and foreign travelers to take another test 6 days after arrival, including those that have previously tested negative. For more information consult the official CDC site.
  • Canada: All foreign travelers must present a negative PCR test before boarding the flight, as well as remain in isolation for 14 days after arrival in Canada. These provisions are mandatory for both citizens and tourists. For more information, please official website of the Government of Canada (available only in English and French).
  • Argentina: Residents and foreign travelers must submit a mandatory PCR test and remain in preventive isolation 7 days after entering the country, at the address indicated by the resident or traveler. For more information, consult site of the Argentine Ministry of Health (available only in Spanish).
  • Brazil: All travelers coming from a trip abroad must also present a negative PCR test result carried out up to 3 days before boarding their flight. In the event of stopovers that exceed 72 hours, a new negative test result must be performed to enter the country. For more information, please consult site of the Consular Portal of the Ministry of Foreign Affairs of Brazil (available only in Portuguese).
  • Colombia: PCR test with a negative result with a maximum of 96 hours. In case of arriving in the country without presenting the proof, the Colombian Ministry of Health may request their preventive isolation at the address established by the traveler. For more information consult site of the Ministry of Health of Colombia (available only in Spanish).
For more information, please contact the Concierge desk at:

ATELIER Playa Mujeres and ESTUDIO Playa Mujeres
+52 (998) 500 4800

ÓLEO Cancún Playa
+ 52 (998)313 0126

Or send a message to assistance@adh.com
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