“The travel agent plays an important role in this equation”: Palladium
Credit: Palladium Hotel Group

“The travel agent plays an important role in this equation”: Palladium

TORONTO — Following news of its reopening dates and the launch of an insurance offering, Palladium Hotel Group hosted a virtual press conference yesterday to provide key updates to travel agents.

Along with the Quintana Roo Tourism Board, the hotel company – the seventh largest all-inclusive Spanish company in the world – highlighted the many measures being made across its portfolio to ensure the safety of all guests. The hour-long conference also covered resort reopening dates and safety protocols across the region of Quintana Roo, which includes Cancun, Riviera Maya and Playa del Carmen.

Last month, Palladium announced reopening dates for resorts in Mexico, Jamaica and the Dominican Republic. Already open are: Grand Palladium Costa Mujeres Resort & Spa and TRS Coral Hotel in Cancun; Grand Palladium Lady Hamilton Resort & Spa and Grand Palladium Jamaica Resort & Spa; and Dominican Fiesta in Santo Domingo.

Next to open will be: Grand Palladium Palace Resort, Spa & Casino, Grand Palladium Bavaro Suites Resort & Spa, Grand Palladium Punta Cana Resort & Spa and TRS Turquesa Hotel, all in Punta Cana, on Oct. 9. Opening in Riviera Maya on Oct. 30 will be Grand Palladium White Sand Resort & Spa, Grand Palladium Colonial Resort & Spa, Grand Palladium Kantenah Resort & Spa, and TRS Yucatan Hotel. The TRS Cap Cana in the D.R. is also expected to reopen on Oct. 30.

Along with reopening dates, Palladium also provided updates about its groundbreaking healthcare coverage called Stay Safe-Plus, which is completely free of charge and available to all guests regardless of how they booked, whether via palladiumhotelgroup.com or through a tour operator or travel agent. The coverage is available for one year from the moment a property reopens. For example, in the case of Riviera Maya resorts reopening on Oct. 30, coverage will be available from the reopening date until Oct. 30, 2021.

“This is an industry-leading initiative that we have implemented precisely to boost the traveller’s confidence,” said Pilar Arizmendi-Stewart, Palladium Hotel Group’s Vice president of Sales & Marketing, the Americas. “From the moment guests check in to when they check out, they will be protected.”

Arizmendi-Stewart also highlighted how the company has modified its booking process to allow for more flexibility during this uncertain time. Guests are now able to cancel their booking up to 24 hours prior to arrival, as well as change to a future date or even to another hotel.

“The travel agent plays an important role in this equation,” she adds. “They need to be confident that they have our support. It’s important for them to know that we’re backing them up during these difficult times.”

On the matter of health and safety, Palladium has implemented a vast array of protocols portfolio-wide, including the following:

  • Temperature checks at check-in and in various areas like restaurants, bars, gyms and spas
  • Complete disinfection of rooms, plus rooms are unoccupied for 24-48 hours after last checkout
  • Medical services have been extended to 24/7
  • Maximum density of one person for each 26.9 square feet to ensure social distancing
  • Reduced hotel occupancy to a maximum 35%
  • Assisted buffet service and enhanced room service menus
  • Ozone mist disinfection system to purify the air
  • Online check-in and checkout
  • Five rooms have been assigned for isolation; five ‘Pure Rooms’ in Riviera per property for emergency and isolation

When asked how safety measures extend off-property, Lizzie Cole of the Quintana Roo Tourism Board said that the destination has worked closely with “the different links that form the chain of service” to ensure the safest environment possible for visitors.

“When you leave the hotel and board a cab, for example, you will need to wear a mask and the driver will also be wearing a mask. Everyone is using sanitizing gel, restaurants have sanitizing mats and are conducting temperature checks, tables are distanced from other tables and everyone is receiving a lot less capacity than what they’re capable of because we must protect our visitors,” she said.

While at shopping centres, many of which are open-air, visitors will also be required to have their temperature taken, sanitize their hands and step onto a sanitizing mat.

“So if you go into six different stores, I’m sorry but it must happen six different times,” added Cole. “But this is just a little inconvenience to make you feel that we’re all doing what we need to do to take care of everyone’s health.”

Travel agents are encouraged to register for the Mexican Caribbean’s e-learning program, available in six different languages. To register go to https://www.mexicancaribbean.travel/travel-agents-e-learning-program/.



To learn more about Palladium Hotel Group’s Stay Safe-Plus go to https://www.palladiumhotelgroup.com/en/stay-safe-covid19.


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