At ATELIER De Hoteles, the safety and tranquility of the guests who visit us, as well as of our staff, is essential. In all our resorts in Mexico we carry out various cleaning, hygiene and disinfection tasks with the highest quality standards.

At ATELIER De Hoteles we have implemented the innovative Shielded Vacations program, with the intention of promptly communicating and informing all our guests of the Prevention, Hygiene and Disinfection Protocols.

Given the current situation of the COVID-19 pandemic, ATELIER De Hoteles has created a “Health Squad” with the aim of ensuring that all established prevention and hygiene protocols are strictly followed.

We continue to monitor the situation of COVID-19, we follow the official information and advice of the Mexican Government at the State and Federal level, as well as the recommendations of the World Health Organization (WHO) to take care of our staff, as well as national and international travelers.

In all our resorts we are ready to receive all our guests and we have implemented the following sanitary and disinfection measures, divided into 5 main rubrics: 


Disinfecting mats at the main entrances of all resorts.
Bellboys and doormen will wear acrylic masks and gloves, and will perform disinfecting sprays on luggage upon arrival.
Measure of temperature with digital and remote devices, as well as a self-declaration test.
24-hour specialized daily medical service, face-to-face and virtually.
Use of the ATELIER APP for pre-arrival check-in, chat with e-Concierge for requests, detailed information on the Resort's Cleaning and Disinfection Protocol, request for food and beverages at the 24-hour Room Service.
Safe kits and bracelets delivery at check in.
Strict cleaning and disinfection protocol, with daytime spraying against COVID-19, of surfaces in sensitive public areas and high traffic, such as: elevators, handrails, bathrooms, bars, restaurants, kids and teens club, lobby and facilities for conventions.
Staff will wear a mask at Nuup Spa desk, the Convention Center and counters at the main and INSPIRA reception desks.
Staff will maintain a safe distance of at least 1.5 meters (5 ft).
Installation of "Shield Stations" with towels and antibacterial gel in public areas such as: reception, concierge, bellboys, Doodle Land, Nuup Spa, gym, boutique and on hostess podiums located at the entrances of all restaurants.
Installation of liquid soap dispensers at showers in pools areas.
Standard of maximum capacity according to social distancing policy in Convention Center venues.
Bracelet with digital key function to avoid direct contact with doors and handles.
Implementation of new maintenance programs for air conditioners, carpet vacuuming and disinfection of pool water.
Standard of maximum capacity in elevators not greater than 4 people.
Digital signage in various areas of the resort, as well as on internal TV channels and ATELIER APP informing the prevention measures and disinfection protocol.
Digital signage with healthy recommendations and possible symptoms of disease.
Balinese beds, lounge chairs or other furniture available in the beach or pool areas have a minimum "Safe Distance" of 1.5 meters  (5ft).
Clean, sanitized and disinfected towels are offered in all areas of the resort.
We adhere our processes and procedures to the strict operating standards of "Distintivo H", provided by the Ministry of Tourism of Mexico
Implementation of the Certification Program in Health Protection and Prevention in Tourist Facilities (CPPSIT Certificate) granted by SEDETUR and SESA of Mexico.
Guest identifier according to the city or airport of origin with confirmed cases of COVID-19 by passport.
Duly trained staff to identify any visible symptoms of respiratory disease.
In the event that any guest shows symptoms, they will be directed to the resort's onsite doctor for immediate medical evaluation, who can determine if admission to a hospital is needed. All corresponding areas must be advised to clean and disinfect.


All suites spaces and devices such as telephones, remote control, door handles and knobs, and cleaning of balcony or terrace railings, are cleaned and disinfected thoroughly.
Certified nebulization spraying against COVID-19 prior guests arrival.
Disinfection of baths with chemical solutions.
Placement of safety tapes / seals on the door after cleaning and disinfection.
Cleaning staff must wear a hair net, gloves and face masks.
Hygiene kit with antibacterial gel and 2 face masks as an amenity in all suites.
Staff will avoid contact with any surface upon guests arrival to their suite.


Antibacterial gel dispensers on hostess podiums.
Separation of tables at a safe distance.
Staff in direct contact with food and beverages must wear a hair net, gloves and face masks.
Only A la Carte menu is available at restaurants.
Digital menus are available in the ATELIER App and by QR codes.
Hand-wash protocol every 30 minutes.
Disinfection of areas at least twice per shift, including counters, desks, telephones, bank terminals, computers, etc.
Continuous training courses for staff to avoid direct contact with guests.


24-hour specialized daily medical service, face-to-face and virtually.
Temperature measure with digital and remote devices.
Creation of the "Health Squad" for the "Heart of the House" and implementation of specialized disinfection protocols for offices, kitchens and public areas.
Continuous training courses on new cleaning and disinfection protocols, as well as the correct use of protective equipment such as face masks, gloves and apron.
Social distancing at staff cafeteria and interdepartmental.
Mandatory hand-washing every 30 minutes before entering the staff’s cafeteria.
Use of masks and gloves in areas in contact with food processing.
"Home Office" program for administrative areas.
Implementation of the LEDS procedure (Wash, Rinse, Disinfection and Drying at room temperature) to disinfect surfaces and instruments.
Use of chemicals and detergents to wash and disinfect all areas.
Special handling of garments from Food and Beverage staff that will be deposited in hermetic boxes after washing.
We adhere our processes and procedures to the strict operating regulations of "Distintivo H", provided by the Ministry of Tourism of Mexico.
Implementation of the Certification Program in Health Protection and Prevention in Tourist Facilities (CPPSIT Certificate) Awarded by SEDETUR and Ministry of Health.
In the event that any staff member shows any symptoms, they will be directed to the resort's onsite doctor for immediate medical evaluation, who can determine if admission to a hospital is needed. In case of illness, the staff member will not be allowed into the facilities to work.


Installation of disinfecting mats to enter the property.
Installation of dispensers and use of antibacterial gel on arrival and in all areas.
Temperature taking and evaluation of visual respiratory symptoms.
Health distancing management during all processes.
Use of sanitary protection equipment in all areas during all processes.

Covid-19 Detection Tests Service

At ATELIER de Hoteles we know how important is for you to enjoy a worry-free and safe experience while traveling. Also, we are aware of some of the international regulations and restrictions some countries are enforcing in a responsible effort to reduce the Covid-19 spread, so we are adding the Antigen and PCR Tests Service in our Shielded Vacations® protocol, to have, as possible, a safe trip back home.

As of November 8, 2021, all non-immigrants and non-citizens traveling to the United States by air must be fully vaccinated and show proof of their vaccination status before boarding any aircraft that is bound for the United States. In addition, all U.S. citizens and lawful permanent residents (LPR’s), regardless of their vaccination status, will be required to show proof of a negative Covid-19 test taken 1 day before the departing flight bound for the United States.

To be even more prepared, you can request the Antigen1 and PCR Tests Service from the very moment of your arrival, under the following guidelines:

  • Antigen and PCR tests are carried-out by an external laboratory.
  • If you are visiting us from the United States, or any other country that is accepting negative antigen tests, you can request them for you and your party at no additional cost (a minimum stay of three nights is required to get the free tests).

    The complimentary service, if applies, is available only for departure flight requirements and shall not be used for external purposes such as excursions, visits to restaurants and bars, and/or any non-resort services. In the event that you or anyone in your party require additional tests, charges may apply.
  • PCR tests have an additional cost of $90 USD ($1,600 MXN) per person, payable to the external laboratory representative.
  • It is important to schedule an appointment 3 days before your departure flight.
  • Remember to make your appointment at the laboratory area or through the Concierge desk.
  • Service days and hours will be held as following:
  • If you are staying at ATELIER Playa Mujeres or ESTUDIO Playa Mujeres: Service is available every day from 9:00 am to 4:00 pm. The Concierge will indicate you the place where the sample will be collected.
  • If you are staying at ÓLEO Cancún Playa: Service is available every day from 8:00 am to 1:00 pm. The Concierge will indicate you the place where the sample will be collected.
  • Bring with you the symptoms letter to the sample collection appointment.
  • Results will be delivered to your email within an hour for antigen tests or after 24 hours for PCR tests.
  • If you or any of your companions get a positive result on any of the tests, ATELIER de Hoteles will provide an isolation complimentary stay at the resort you previously booked, subject to the current Action Plan of the booked resort.
  • If you need to make an appointment out of the scheduled times, for one or the other test, visit us at the Concierge desk to consult availability and additional costs.

1 Please note that prices may change without prior notice, as this procedure is provided by an external laboratory. ATELIER de Hoteles and/or co-workers are not responsible for any changes regarding listed prices and service schedules.

These actions are taking place in compliance with the Shielded Vacations® Action Plan so you can rest assured ATELIER de Hoteles is striving to help you go back home with peace of mind.

Visit the Frequently Asked Questions About Covid-19 Detection Test ▸

For more information, contact the Concierge desk at:

+52 (998) 500 4800

ÓLEO Cancún Playa
+ 52 (998)313 0126

Or send a message to

"Feel safe and travel with us safely.”

Mexico: (800) 062 8899
USA: (888) 5858 234
Rest of the world: +52 (998) 271 6304