AMRESORTS TRAVEL FAQ

1 Page 1 of 14 AMRESORTS TRAVEL FAQ DISCLAIMER Please note that policies and practices are subject to change and may vary based on alignment with relevant in-country government or health authority requirements. All guests TRAVEL and stay at the resort at their own risk. Guests are required to follow Check In protocol and requirements, if they do not do so, they will not be allowed to Check In and will be escorted from the resort. All expenses associated with transport to off-site medical facilities, treatment and testing at those facilities, and on-property quarantine are borne by the guest. Guests will not incur costs for examination by an in-house doctor, but fees will apply for on-site testing. If further information is desired or helpful, please visit the website for the country or destination where you may be traveling. Please note, protocols may change as situations in countries and municipalities evolve.

2 Page 2 of 14 CLEANCOMPLETE VERIFICATION OVERVIEW IN RESPONSE TO: What are you doing to protect guest health? Have you put any new systems in place to prevent the spread of coronavirus? How can I be sure my resort is being property cleaned? What is the CleanComplete Verification Program? We have further strengthened our commitment to guest wellbeing with the CleanComplete Verification Program, created to provide greater peace of mind to guests at any AMRESORTS -branded property. This is a new 360-degree quality, safety and hygiene program designed to inform and reassure travelers about the best-of-class practices AMRESORTS -branded properties. It has been enacted at all properties across Mexico, the Caribbean, Costa Rica, and Panama. CleanComplete Verification addresses each major aspect of resort operations and guest experience from welcome to departure.

3 It is backed by Cristal International Standards certification, which is one of the highest-level third-party certifications for quality and safety in the industry. For example, each property has implemented Cristal s Prevention of the Spread of Infection POSI-Check audit protocol. This is one of the latest sanitations solutions in the industry, refined specifically to address controlling the coronavirus. AMRESORTS -branded properties also have a Quality Management Team dedicated to overseeing resort health and sanitation measures. And regular wellness training is provided to personnel to ensure they take the correct steps for their own health as well as the safety of guests. Please visit for more details on the many enhanced protocols in this program. We look forward to providing you peace of mind when you visit any AMRESORTS -branded property.

4 Page 3 of 14 CLEANCOMPLETE VERIFICATION DETAILS The CleanComplete Verification Program includes: Securing one of the highest-level third-party certifications for quality and safety related to hygiene and sanitation by the Cristal International Standards , verifying that each resort has best-of-class processes in place for quality and safety. Recently opened properties adhere to the same high standards and implement the same protocols as they are going through certification. Using the FoodCheck Certification from Cristal International Standards , which complies with certified and audited food safety practices based on the Hazard Analysis Critical Control Point (HACCP), an internationally recognized system for reducing the risk of safety hazards in food. Introducing arrival, check-in health procedures that include Hygiene Check-In Stations as well as the availability of hand sanitizer stations throughout the resort.

5 Application of room cleaning procedures that follow Cristal International Standards , with information about cleaning and hygiene procedures available in-room and on the resort channel television. Expansion of already rigorous cleaning protocols, with additional scheduled cleanings of common areas and the use of high-grade disinfectants. Implementation of beach and pool policies that support social distancing, regular sanitation of sports equipment, and frequent staff use of sanitizing gel. Using bactericidal and fungicidal oils in the spa to atomize all high-touch, high-contact areas. Disinfecting and cleaning of the Explorer s Club (kids) and Core Zone (teen) facilities prior to opening and multiple times during the day, with temperature checks of all children and teens before entering the area. Introducing policies in bars and restaurants that support social distancing, area sanitization throughout the service period, sanitation of linens, service items and cutlery, food presentation in individual portions, food service and a la carte options at buffet stations, and the use masks and gloves by all food service and kitchen staff.

6 Sanitization of office and back of house areas, regular tests of pools and water systems, a designated drop-off and sanitation area for supplies, laundry protocols to control temperature, and use of high-level cleaning products. Adding new staff positions to oversee all health and sanitation policies, extensive wellness and hygiene training for all staff, protocol signage throughout back of house spaces, and strict stay at home policies for those who exhibit symptoms of illness. Page 4 of 14 CRISTAL INTERNATIONAL STANDARDS IN RESPONSE TO: What is Cristal? What do the Cristal International Standards involve? Cristal International Standards is one of the industry s highest-level certifications, verifying best-of-class processes for quality and safety. This includes the Prevention of the Spread of Infection Audit Protocol (POSI) or the Cristal International Standards POSI-Check certification, one of the industry s most advanced third-party verification standards to specifically address the post COVID-19 world.

7 To promote health, safety, and wellbeing, POSI-Check was established to support organizations as the world recovers from the COVID-19 pandemic. The POSI-Check audit program is designed to address the current and future need to formulate and monitor an effective response to communicable infections in hotels and restaurants around the world. AMRESORTS - branded resorts have implemented the new POSI-Check program at all locations to further elevate the standards of quality and cleanliness on top of offering premium accommodations and extraordinary inclusions. POSI-Check audits are conducted regularly to provide ongoing verification that standards are being maintained. All audits are performed in person by CIT professional staff personnel at each resort--all service delivery and audits are conducted by qualified CIT experts in safety, hygiene and risk management.

8 For more information, please visit: Cristal International Standards also include: FoodCheck (conducted monthly) All AMRESORTS branded properties also employ Cristal s FoodCheck Certification, which complies with certified and audited food safety practices based on the Hazard Analysis Critical Control Point (HACCP), an internationally recognized system for reducing the risk of safety hazards in foods. RoomCheck (conducted monthly) Cristal s RoomCheck certifies that all rooms have been properly cleaned and sanitized according to Cristal International Standards . AquaCheck (conducted quarterly) for respiratory hygiene, including legionella prevention. PoolCheck (conducted quarterly) reviews pool water to confirm that the pool is a safe environment and that plant equipment is in good working order. FireCheck (conducted annually) to audit the fire safety system making sure it is effective and compliant with legal requirements.

9 SafetyChek (conducted annually) in order to increase safety and reduce the occurrence of minor accidents. Page 5 of 14 CheckPoint (conducted annually) to provide a centralized repository of supplier safety information. SecurityCheck (conducted annually) to review security management, training, equipment and policies. Page 6 of 14 ADDITIONAL CERTIFICATIONS World TRAVEL & Tourism Council (WTTC) Safe Travels Stamp of Approval All AMRESORTS branded properties across Mexico, the Caribbean, Panama, Curacao, St. Martin, and the Dominican Republic have achieved and been awarded the specialized Safe Travels designation. The global protocols have been embraced by over 1,200 companies, including some of the world s major tourism groups, and over 80 destinations, ensuring safety and hygiene of travelers are the top priority.

10 The Safe Travels Stamp of Approval indicates that resorts have adopted the health and hygiene global standardized protocols, and guests may rest easy and enjoy their Safe Travels experience. Rainforest Alliance Certification All AMRESORTS branded properties across Mexico, the Caribbean, Panama, Curacao, St. Martin, and the Dominican Republic have achieved or are in the process of securing certification from the Rainforest Alliance, an international non-governmental organization that audits properties to certify that they meet standards for environmental sustainability. EMEA Certifications Cristal International Standards have been implemented at the eight resorts in Spain. This includes the Prevention of the Spread of Infection Audit Protocol (POSI) or the Cristal International Standards POSI-Check certification, one of the industry s most advanced third-party verification standards to specifically address the post COVID-19 world.