Discover the safe Experience.

Our greatest commitment is to guarantee the wellbeing and safety of all our passengers. That’s why we have taken and adapt all our activities according to health authorities protocols.

Our mission is to make your trip the best experience of your entire life. We want to give you complete financial security and flexibility, therefore we have created the following so you can book your experience with confidence:

  • Cancellation guarantee: book your trip with peace of mind, being able to cancel or make changes protecting your experience and investment.
  • Easy financing and flexible monthly payments: pay off your trip over time up to 24 months or even after you’ve traveled.

We will continue monitoring the development of this pandemic in order to expand and adapt solutions that ensure the health and safety of our passengers. In addition, our staff have CLIMSS certifications endorsed by Mexican Government.

Please find our safety protocol:

  • Facial masks for customers. Recommended use all the time.
  • Temperature control of each passenger with infrared thermometer at the start of each activity
  • Graphic sheet and general recommendations inside the company vehicles
  • Coordination with suppliers and partners to increase safety in preventing COVID 19
  • Customer service attention number 24hrs at destination
  • Occupation of the transports of the company to 70% to maintain the healthy distance.
  • Disinfection protocol with antibacterial gel for clients at the beginning, during and at the end of each activity.
  • Extraordinary cleaning measures are established, consisting of daily cleaning of the various items considered to be of a critical nature (transport, for example) and a record is made of the cleaning tasks performed.

Xcape Operating Staff:

  • All operating staff are certified by CLIMSS:

-Recommendations for a safe return to work before COVID-19

-All about COVID-19 prevention

  • The staff has sanitizing equipment for personal use and also for passengers (masks, disinfectant and antibacterial gel, digital thermometer).
  • Staff’s temperature is registered daily before and after all activities.
  • Monitoring logs are carried out for the disinfection of work materials (radios, badges, safety equipment) and materials for use by passengers (transport).
  • Staff use protective equipment at all times and for all activities.

General recommendations for passengers:

  • Social distancing at all times.
  • It is recommended to wear a mask at all times.
  • Avoid physical contact.
  • Wash your hands regularly, using soap and water, for at least 20 seconds.
  • Use alcohol-based hand sanitizer gel.
  • Avoid touching our eyes, nose and mouth with dirty hands.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Cover your coughs and sneezes using the inside of your elbow.
  • Use disposable tissues and throw them away after use.

In addition to our protocol, we are in constant communication with our partner suppliers regarding the security measures that will be implemented and that we share with you below:


For your documentation:

  • The use of masks is mandatory throughout the journey.
  • It is recommended to check-in and bring your boarding pass in a digital way (you can use the airline’s app) to speed up your boarding and keep social distance.

On the counter:

  • Constant cleaning of all surfaces with industrial grade disinfectants.
  • It will be necessary to maintain the distance in the rows obeying the signs at the airport.
  • When documenting your luggage, antibacterial gel will be offered and the staff will receive you wearing a mask, gloves and/or protective lenses.
  • In the boarding process:
  • You must personally place your boarding pass on the scanner installed in the waiting room.
  • Disinfectant mats shall be placed at the entrance to the aircraft.
  • The airline staff will offer you antibacterial gel and check your body temperature remotely, placing an infrared thermometer on your forehead.
  • The boarding will be in groups of maximum 30 people and the safety distance will be respected.

On the plane:

  • The crew will welcome you with sanitary protective equipment such as masks, gloves and/or protective lenses.
  • Antibacterial gel will be distributed during the flight.
  • A row-controlled landing shall be made.
  • The air in the aircraft is completely renewed every three minutes and passes through HEPA filters that capture up to 99.9% of viruses and bacteria.
  • A deep cleaning of the cockpit of pilots and passengers is carried out before each flight.
  • Use of industrial grade products to disinfect all surfaces: service tables, backrests, bathrooms, armrests, seats, seat belts, screens and luggage compartments.

Arriving at the destination:

  • A disinfectant will be applied to your luggage to keep it free of viruses and bacteria.
  • Safe distance in baggage claim areas will be respected.


On your arrival:

  • In the access to the facilities there will be disinfectant mats for footwear.
  • Upon arrival we will offer antibacterial gel to our guests, as well as sanitizing stations in different areas of the hotel.
  • We will take the temperature and request to complete a general health questionnaire to begin your registration.
  • The bell boy will receive and disinfect the luggage.
  • Guests will be invited to participate in the social distance campaign, which consists of maintaining a distance of 1.5 meters with other guests through the signs placed on the floor.
  • The reception will be disinfected between each check in process.
  • We will have medical service that will be at your disposal if required.
  • Constant cleaning and disinfection of all areas of the hotel.

During your stay:

  • Cleaning and sanitization during the day and night in all areas of the hotel, as well as in areas of frequent flow of people.
  • The collaborators assigned to the hygiene and sanitization programs in public areas are highly trained in the processes of cleaning and use of disinfection products, in accordance with the standards established by the company ECOLAB® and the guidelines set by the certifier.
  • The beds in pools and beach will be placed in pairs, establishing a distance of 1.5 meters between each duo and will be disinfected after each use.
  • Cleaning and disinfection of the towel rack area.
  • Towel delivery partners will wear gloves on a regular basis.
  • Sanitization and cleaning of bathrooms

At your departure:

  • Guests will be invited to carry out a day before their departure, express check out, reducing waiting time and crowding in our lobbies.
  • We will place a signposted urn at the reception, where our guests can place the key to their room.


  • Daily cleaning of the various elements considered to be of a critical nature.
  • A cleaning kit including: paper cloths, disposable masks and disinfectant solutions shall be carried in the boot of all vehicles.
  • Only 70% of the total capacity of the vehicles will be taken care of, thus avoiding contact between passengers.
  • Thorough cleaning of all those elements in which travelers have a direct contact, and in particular; areas of the windows near the traveler, internal handle, headboards, … etcetera
  • Cleaning of external handles, sliding door and luggage compartments.
  • Disinfection will be carried out with disinfectants approved by the FDA and COFEPRIS.
  • A record shall be kept of the cleaning work carried out on a daily basis.
  • The units will have passenger posters with instructions for the correct use, placement and removal of masks and gloves as well as general prevention recommendations against COVID-19, in Spanish and English.
  • The units will have a 70% gel alcohol dispenser. Which must be used by all passengers before boarding the bus.
  • The use of the driver mask is mandatory throughout the service and must not be removed under any circumstances.



  • Mandatory use of masks for Xcape personnel.
  • Entrance and exit signs for the area which guarantee disinfection and temperature control of passengers and staff.
  • The use of disinfected glasses provided by the hotel and should be changed for each drink.


  • The temperature will be taken to each of the passengers before boarding. Those that their temperature exceeds 38.5 ºC or 101.3 ºF, will not be allowed to board the ship.
  • Antibacterial gel will be applied to passengers before boarding and will be available at all three levels of the vessel.
  • Social distancing will be applied during check-in and boarding.
  • Passengers will be able to purchase a mask at check-in if they do not have one.
  • It is possible to bring your own snorkeling equipment or buy a new one on board (mask and tube) in case you do not accept our equipment.
  • Social distancing on board will be recommended throughout the tour.
  • The surfaces where our clients and staff have contact will be cleaned and sanitized before, during and at the end of the tour.
  • The bathrooms will be cleaned and sanitized before, during and at the end of the tour.
  • The snorkel masks and tubes will be cleaned and disinfected before use. (The snorkel tube is new and the passenger can take it if he/she likes)
  • Beverage preparation and service areas will be sanitized before and after use.
  • Customers will only use disposable cups during the tour.


  • Temperature control with infrared thermometer before admission.
  • Disinfectant mats shall be placed at the entrance.
  • Antibacterial gel dispensers in the establishment.
  • Cleaning of the establishment with the use of steam sanitizing machines.
  • Use of gloves and covers for kitchen staff.
  • Food will be put in containers.
  • Indications within the establishment that indicate the correct use of masks and other sanitary measures.


  • Temperature control with infrared thermometer before admission.
  • Disinfectant mats shall be placed at the entrance.
  • Use of masks recommended.
  • Antibacterial gel dispensers in the establishment.
  • Separation of tables with 1.50 cm distance.
  • Staff must wear masks, covers and gloves.
  • Bottle service will not be available, only by the glass.
  • Service available from 19:00 to 24:00 hours.
  • Indications within the establishment that indicate the correct use of masks and other sanitary measures.

All precautions recommended in this document have the support of the security measures suggested by the Ministry of Tourism (SEDETUR by its Spanish initials), the Ministry of Health (SESA by its Spanish initials), as well as actions proposed by the government of Quintana Roo.