safety assured

Safety Assured

In a dedicated effort to providing a seamless travel experience to any of our resorts throughout the Caribbean, we would like to share new details regarding on-site testing at Planet Hollywood Cancun, Adult Scene Cancun, and Planet Hollywood Costa Rica properties.

StartingJanuary 1, 2022, guests returning to their home countries who are required to present a negative COVID-19 test have access to RT-PCR and viral antigen testing on the property at an added cost. Testing will be carried out by a third-party medical professional in a designated area of the resort and can take up to 72 hours to be delivered. Results are subject to any local regulatory actions and are independent from Blue Diamond Resorts. For your convenience, please inquire with the Guest Services Desk upon check-in at your resort to help guide you to the laboratory staff and book an appointment for testing within three days of departure. This is an optional service provided to guests and those who require these services can perform the tests with a laboratory of their choice in destination off the premises.  

For any additional inquiries about our Safety-Assured Vacations and up-to-date on-site policies pertaining to COVID-19 testing, pleasecontact the resort directly.

We encourage you to follow credible sources for travel updates and protocols on the development of COVID-19, including the Center for Disease Control and, World Health Organization www.who.intand your vacation destination tourism board.

Dear valued guests,

As we prepare to welcome back guests to our award-winning resorts, we would like to share with your our enhanced health, safety, and cleanliness protocols. For nearly 10 years, we have delivered exceptional vacation experiences to our guests, anticipating their needs and ensuring that when they stay at Blue Diamond property, they will be cared for like part of our family. By heightening our industry-leading sanitation practices, we will continue to ensure safe, relaxing and luxurious Safety-Assured Vacation for all our valued guests.

We are pleased to let you know that we have introduced advanced sanitation measures, new physical distancing guidelines, a 360 clean approach and an international Safety Assurance Team to provide a safe and comfortable guest journey every step of the way. To safeguard the well-being of both guests and employees, we have reinforced our cleanliness standards, adhering to guidelines set by the World Health Organization (WHO) and the Center for Disease Control (CDC). Across every area of our resorts and at all contact points, sanitation and safety will be the priority. Ranging from check-in areas, kids clubs, gyms, fitness centers and spas to restaurants, bars, elevators, guestrooms and all public and key areas throughout resorts, rigorous health protocols will be in place. Some of the new procedures that we are implementing include, but are not limited to, the following: 

360 clean

360 clean approach

Our resorts’ common areas come with a 360° Clean Approach, meaning that pools, beaches, restaurants, bars, entertainment facilities, lobbies, elevators, hallways and other shared spaces around the resort will be cleaned frequently. All high-touch surfaces on our properties have been identified and will be sanitized continuously throughout the day. Our fitness center equipment and spa facilities will be sanitized after each use; as well as all general transportation units like golf carts and luggage carrier trolleys. We have also increased the daily frequency of cleaning and disinfection procedures for air-conditioning systems of both common areas and guest rooms.


Family First

Our superior cleaning and disinfection program for kids and teen clubs’ facilities and equipment has been established to ensure that kids can continue to play and discover under our care while parents relax knowing they are in good hands. We will also be introducing social distancing measures to ensure a safe clean environment for little ones, tweens and teens to enjoy the facilities and games at their leisure.

clean supplier

Diamond clean guest rooms

Our thorough and detail-oriented housekeeping team will clean and sanitize guestrooms every step of the way, working from the inside-out, with advanced-grade disinfectant products that eliminate emerging viral pathogens.

This protocol ensures the thorough sanitation of all guest touchpoints in rooms, including remote controls, doorknobs, hairdryers, closet doors and drawers, temperature control thermostats, lamps, telephones, toilet flush handles and water faucet handles, ensuring that every high-touch surface is disinfected. All non-essential amenities in guestrooms will also be removed to minimize potential areas of infection.

We have updated our room service process to ensure safe and distant delivery while maintaining our promise of excellent service. In addition, the process to replenish mini-fridges and other items in guestrooms has been revised to limit additional entry.


Advanced dining safety

To ensure the well-being of our guests while enjoying our bars and restaurants, our resorts have reduced restaurant capacities to ensure physical distancing guidelines are respected. Further changes will be implemented including the removal of all unnecessary items on tables to avoid cross-contamination, elimination of physical menus and physical distancing guidelines at pool bars using signage and supervision to ensure a safe and sanitary environment is upheld.

physical distancing

Physical distancing and protection

As a valuable member of our travel family, the well-being and safety of our guests and employees always come first. To provide Safety-Assured Vacations, signage and informative messages will be displayed throughout common areas and in-room TVs to reinforce the importance of following recommendations to protect the health and safety of both guests and employees. To maintain physical distancing guidelines, floor markers will be placed around resorts’ common areas to indicate the correct distance guests should keep from one another. 

To encourage physical distancing behaviors, the furniture will be rearranged in common areas, including restaurants, theaters, pool areas, beaches and lobbies to ensure a safe distance between guests. All indoor guest facilities will have reduced guest capacities to maintain a safe and enjoyable environment for both guests and employees. Hand sanitizer dispensers will also be available throughout our resorts including at check-in areas, washroom entrances, restaurant entrances, elevators, kids club, teen club and other key areas to encourage guests to sanitize their hands regularly.

staff care

Staff Care, training and awareness

We uphold our employees to the highest standards of health and safety. From continued enforcement of basic hygiene practices to implementing new and updated protocols to protect our employees and guests from the spread of harmful pathogens and germs, our hotel teams are trained and empowered to keep safe, take care, and be smart while delivering Safety-Assured Vacation experiences to guests.

Strict hygiene protocols for resort staff will continue to be enforced, including a thorough cleaning and sanitation process at the staff entrance from hands to footwear, the use of personal protective equipment (PPE) such as gloves and masks, rigorous and frequent hand cleaning with an alcohol-based hand sanitizer and maintaining physical distancing rules. Our employees will also undergo health and temperature checks to ensure daily monitoring of fever or symptoms of COVID-19 before beginning their shift. It is of utmost importance to protect the health of our employees as they continue to provide attentive and personalized service to guests.

As we adjust to the new normal, we have instilled confidence in our resort team to respond to any guest questions or concerns with sensitivity. We have great trust that with the implementation of new and advanced health and safety measures coupled with the peace of mind provided by our amazing resort staff, guests will enjoy relaxing Safety-Assured Vacations when they stay with us.

diamond clean

Clean Supplier Commitment

Safeguarding that our promise goes beyond our doors, we have put in place different agreements with our various suppliers and partners to ensure they operate following new regulations for the products or services which they provide.

safe vacation

Safe Vacation Assurance

In accordance with international health standards, including the Centers for Disease Control (CDC), World Health Organization (WHO), local and national Ministries of Health in each of the countries we operate, a Safety-Assurance Team is in position to ensure the strict adherence of all guidelines and comprehensive implementation of sanitation, physical distancing, and cleaning protocols to protect guests and employees alike.

Destination Monitoring

Safeguarding that our promise goes beyond our doors, we have put in place different agreements with our various suppliers and partners to ensure they operate following new regulations for the products or services which they provide.

Flexible direct booking policy

Bookings made directly through the website can be rescheduled with no penalty if the change is requested up to 48 hours before the original check-in date. Different rate conditions may be applied according to the newly selected travel period. Please note that this policy does not apply to Group or Wedding bookings, see below for our Group Booking Policy.


For guests who booked their accommodations through a travel agent or tour operator please contact them directly to help assist with your booking.  We are working with our tour operator partners to maintain maximum flexibility.

Group Booking Policy

Group bookings, including weddings, are subject to group terms and conditions. Please contact your group representative for assistance.

Additional Support

To ensure your peace of mind and to provide clarity to help you make informed travel decisions, we have put in place an additional support channel. For more information or questions about reservations, please contact

We also encourage you to follow credible sources for updates on the development COVID-19, including the Center for Disease Control and Prevention and the World Health Organization

Promise to Partners

Our unwavering promise to you, our valued partners, is to continue delivering exceptional, luxurious and Safety-Assured Vacations to our guests.

Proactivity and prevention are core to our operational protocols and are key to protecting the well-being of both our valued guests and employees. If you require additional information regarding our advanced health and safety protocols, please refer to our Safety-Assured Vacations operational guide. For any additional questions or concerns, our team will be happy to assist you.


Jordi Pelfort
President, Blue Diamond Resorts