Kontacto#52_English by KONTACTO

Content:

From the perspective of:

Esteban Velásquez

CEO Karisma Hotels & Resorts

Building the future:

Achievements that forge the path

Executive development

Signatures and agreements

Innovation of quality processes

Expansion

Certifications

Best practices

Digital transformation

Acknowledgements:

The Best of the Best Promotions

From the perspective of:

Transformation: Release, Embrace and Motivate

When we start thinking about the word “transformation”, the easiest part is the initial stage, which consists of daring to do it.

Then, the process starts to be more challenging and even frustrating because we have to make uncomfortable decisions that take us out of our comfort zone and, therefore, hurt because they imply changes in what we are used to doing.

Then, that pain intensifies as we see the implications of those decisions and it is normal to feel that we are facing a scenario that has more questions than answers, until a moment comes when we realize that all these changes lead us to move forward.

What was once total uncertainty becomes a light in the tunnel, and even a necessity, and we recognize that it is for the best.

I have no words to thank the entire Karisma Hotels & Resorts team for the courage they showed as they journeyed through a 2024 full of adventures and where three words describe what we live day by day: release, embrace and motivate.

• Release what no longer makes sense for the present and the future of the company, even if it means leaving our comfort zone.

• Embrace these new opportunities, filled with more questions than answers.

• Motivate each other as a team and laugh in the face of adversity and the unknown, but with the confidence that we are on the right path.

May 2025 be full of more adventures and those challenges that transform us as people and professionals, allowing us not to be the same after living them.

Let’s welcome this new year with a deep sense of gratitude for who we are, what we do and what we build together.

I am very proud to be part of this amazing team!

Esteban Velásquez CEO Karisma Hotels & Resorts

Building the future:

20 24

Achievements that forge the way

In 2024, in each achievement and recognition, the story of those who make it possible for Karisma Hotels & Resorts to continue to shine with its own light is written.

Some of our hard-earned goals and achievements reinforce the values that represent us and the initiatives that leave their mark on each resort that transcend in the experience of our guests. Each episode of effort and success is a reminder that together we are building a future full of pride, passion and endless possibilities.

New properties

Openings and strategic partnerships at FITUR 2024.

Margaritaville Island Reserve® Riviera Maya opened with great success.

• Announcement of the upcoming opening of Margaritaville Island Reserve Resort Roatán in Honduras.

• BOR Hotel by Karisma celebrated its opening in Serbia.

• Azul Beach Resort Negril transforms with new upgrades for 2025.

Renovations at Nickelodeon Hotels & Resorts Punta Cana.

• These openings reinforce its commitment to excellence and innovation in the hospitality industry.

Signing of an agreement with the Fideicomiso de Punta Bergantín to develop a project in Puerto Plata that will include 300 rooms and a water park.

• Jorge L. Feliz, president of Karisma Dominican Republic, expressed his pride in the development, highlighting its uniqueness in the Caribbean and the Dominican Republic.

• The initiative will combine condominiums and a family-focused hotel under one of Karisma’s globally recognised brands.

• The project is committed to offering unforgettable experiences and contributing to the social and economic development of the Punta Bergantín region.

Bergantin is an initiative of the Dominican Government, with the aim of repositioning Puerto Plata as a key tourist destination in the world.

We are opening

On July 1, 2024, in Punta Cana, Aqua Nick opens its doors.

A unique water park offers a world of epic water slides and endless ways to make guests’ every moment count.

Aqua Nick promises an unforgettable experience, designed to provide fun and entertainment for all visitors.

we are in expansion

Roatan Montenegro

Rafael Feliz Chairman of the Board

Karisma Hotels & Resorts

Esteban

Velásquez

CEO Karisma Hotels & Resorts

On May 13, at the Leadership Meeting event, Rafael Feliz, Chairman of the Board of Karisma Hotels & Resorts, spoke with CEO Esteban Velasquez about the challenges the company has faced since its founding.

During his speech, he highlighted the achievements and Karisma’s ability to adapt and reinvent itself in the face of market dynamics.

He mentioned the evolution of the sales model and the transition towards themed hotels, underlining the company’s innovative vision.

Feliz shared his formula for assessing business risks, based on courage, understanding the level of risk tolerance and the determination not to look back. With more than 20 years of experience, he expressed his pride in the team that has supported the company’s growth.

Looking to the future, he emphasised the importance of preparing for new challenges in destinations and markets.

Six country leaders

Experts in transforming and improving HOSPITALITY experiences

Leaders from different business units gathered at the ‘Karisma Hotels & Resorts Leadership Meeting’.

The event took place at the Margaritaville Island Reserve Riviera Maya, which celebrated its first anniversary.

What are the objectives of this meeting?

Three main goals guide the meeting:

1. Team integration: The diversity of cultures and countries in which we operate requires us to align ourselves to have a global vision of the business.

2. Review of the current state: We compare the results of the first months of 2024 with last year’s expectations. This helps us set priorities for the remainder of the year.

3. Building the future: We assess how to move forward.

We discuss key pillars, new destinations, brands, and innovations needed for further growth.

Our customers are the guests, travel club members, the brands we represent and the investors who trust our management.

Our success lies in exceeding the expectations of those who place their trust in us.

The activity-packed meeting reinforces our sense of teamwork. Karisma Hotels & Resorts continues to move forward thanks to the positive energy shared over these three days.

Executive development

Miguel Ortiz Millán Chief Strategy Officer

He was promoted at Karisma Hotels & Resorts for his visionary leadership, integrating technology with business strategies, improving customer service and strengthening operational collaboration with a focus on innovation and excellence.

Glen Brugger

Director of Prestige Prestige Travelers

He has been promoted to Director of Prestige Travelers. His outstanding track record, strategic approach and ongoing commitment make him the ideal choice for this new challenge.

Facundo Herrero Vice President of Finance

Appointed as Finance Leader. Since joining in January 2024, he has exceeded expectations as VP Finance in the hotel division. His track record includes key roles at Despegar and Best Day, standing out for his analytical approach, multicultural experience and

of Operations, effective September 1. With 24 years of experience, he stands out for his strategic vision, leadership skills and contributions in Mexico, Dominican Republic and Jamaica.

Sales Mexico and Latin America. With nearly 20 years of experience and a focus on results, he will lead the sales teams in the region, strengthening our presence and business

Digital Transformation

In 2024, a major challenge is to implement cuttingedge technology, replacing on-premise applications with cloud solutions.

Miguel Ortiz Millán, Chief Information Officer of Karisma Hotels & Resorts, has successfully led the company’s digital transformation.

With business units distributed in different geographies, processes were unified under a common work plan.

In the first phase, structures and processes were standardised, and information transparency through management dashboards was consolidated as a priority.

Focusing on the customer, the third phase was completed with the integration of CRM, in collaboration with Salesforce and Telmex, achieving a 360-degree view of the customer and accompanying them at every stage, from planning to the hotel experience.

The responsibility of representing brands such as Margaritaville Island Reserve, Nickelodeon and Azul Beach Resorts demanded proactivity and assertiveness in communicating with diverse markets, and the adoption of Middleware, with Mulesoft as the connector, facilitated interaction between all applications and consolidated customer information, improving operational efficiency.

This strategic approach has enabled Karisma Hotels & Resorts to deliver exceptional travel experiences, recognising the importance of hotel reputation in the digital age, where user opinions significantly influence the decisions of future customers.

We are convinced that Karisma Hotels & Resorts will continue to be a leader in the hospitality industry.

Transformation Process:

Standardisation of structures and processes

Visibility of results Dashboards

CRM 360° view of the customer at all stages.

Middleware a connector between all applications

Innovation quality processes

World-class certifications at all Karisma Hotels & Resorts properties

The AAA Four Diamond Award evaluates:

Luxury and comfort: High quality facilities with exceptional design and detail.

Impeccable service: Professional, attentive and attentive staff oriented to exceed expectations. Standards of cleanliness: Outstanding standards in all areas.

Memorable experiences: Personalised attention that guarantees unique stays.

Compliance with international standards

Regulatory compliance: Verification of health and safety regulations.

Quality certification: Assessment of processes and sustainability. Food safety: Assurance of safe food practices.

Supplier control: Quality assessment in the supply chain.

Autism Double-Checked assesses: Staff training: Training in autism for appropriate care. Facility adaptations: Quiet areas, soft lighting and noise reduction.

Additional equipment: Resources such as adapted games and visual materials.

Inclusive policy: Formal commitment to the wellbeing of guests with autism.

It assesses sustainability in areas such as environmental management, social performance, emissions reduction, operational efficiency and biodiversity conservation.

It aims to promote responsible practices and minimise environmental impact.

commitment and actions for sustainability

Nickelodeon Punta Cana earned the RCI Green Platinum Award 2023 for its outstanding sustainable initiatives, as assessed by GreenCircle Certified, LLC. This achievement highlights its leadership in resource conservation, environmental stewardship and community engagement.

Operation Ant promotes environmental awareness by protecting mangroves with the collaboration of various areas. Through ‘PET per plant’, recycling is encouraged and a sustainable space is promoted by exchanging PET containers for endemic species.

Nickelodeon Hotels & Resorts Punta Cana, by Karisma, demonstrates how technology can transform the hotel industry. Thanks to Winnow, the team led by Executive Sous Chef Oskar Valle avoided 203.8 tonnes of CO₂e emissions, reduced the volume of waste by 27% and generated annual savings of $61,000 in waste value. In addition, this tool enabled 118,000 meals per year to be rescued, optimising resources and adjusting menus with precision. Winnow is consolidating its position as a key partner in the quest for sustainability, combining innovation and luxury in every operation.

Achievements 2024 Recognitions that inspire the future of Karisma Hotels & Resorts

This year, Karisma Hotels & Resorts has shone internationally thanks to the excellence of its team and the strength of its values.

With outstanding achievements in hospitality, gastronomy and wellness, the company has consolidated its position as a benchmark in the industry.

From awards highlighting culinary innovation and service quality, to recognition for inclusive and accessible experiences, each achievement reflects a commitment to guest satisfaction and attention to detail.

The joint effort has led to the creation of unique spaces that combine tradition, modernity and excellence.

With gratitude for the successes achieved, Karisma Hotels & Resorts congratulates its entire team for their dedication and invites them to dream big for 2025, confident that it will be a year full of new challenges and great triumphs.

We are experts in transforming and enhancing HOSPITALITY experiences.

Alejandro Perez Alegüe | Senior Director of Groups and Weddings, receives the awards.

Karisma Hotels & Resorts receives Gold in ‘Best Food and Beverage’ for Margaritaville Island Reserve Riviera Maya and a Silver for ‘Best Hotel Chain’ at the Stella Awards 2024, standing out for its gastronomic innovation and hospitality excellence.

LandShark Brewery Riviera Maya, stood out in the 15th edition of the Copa Cerveza Mx. Its beers LandShark Lager, Kleine Maus ‘Dark Lager’ and Amber Lager received Silver, Bronze and Gold medals, respectively. In addition, the brewery was named Best Medium Brewery and ‘Rookie of the Year.’

Wine Spectator’s 2024 Restaurant Awards celebrates and recognises the best in food and wine worldwide.

Margaritaville Island Reserve Riviera Cancun and Margaritaville Island Reserve Riviera Maya were winners.

Le Chique has been awarded a MICHELIN star, standing out among the few exclusive restaurants worldwide. Recognised among the 50 best restaurants in Latin America, it offers an innovative culinary experience in the Riviera Maya. Karisma’s Gourmet Inclusive® concept guarantees an unforgettable guest experience.

Azul Beach Resort Negril has been awarded the Gold Award at Northstar’s Travel Weekly Magellan Awards 2024, highlighting its innovation with the first Autism Concierge at Karisma Hotels & Resorts.

“The New York Times” recognises Autism Double-Checked’s training and certification, highlighting the training of its staff at brands such as Nickelodeon, Margaritaville and Azul Beach Resorts. This effort includes the autism concierge and autism passport.

Karisma Hotels & Resorts celebrated its recognition at the 2024 Travel Weekly Magellan Awards with Gold for Nickelodeon Punta Cana, Silver for Azul Beach Negril and innovative distinctions in accessibility and luxury design.

Nickelodeon Punta Cana receives the Good Housekeeping 2025 Family Travel Awards for excellence in family-friendly services and experiences, judged on innovation, quality, safety and satisfaction.

Nickelodeon Hotels & Resorts Punta Cana receives the Magellan 2024 and Gold award in the Global Family Resort category, and the Silver award for the Snick Lounge in Luxury Common Space Design. It also stands out for its first Autism Concierge and Accessibility Services.

Nickelodeon Hotels & Resorts Punta Cana has been awarded the ‘Noble Beach Prize 2025’ in the ‘Best Kid-Tivities’ category by Apple Leisure Group Vacations, highlighting its excellence in children’s entertainment.

We proudly celebrate the RCI® Gold Crown Resort, this award is given to affiliated resorts with high standards of quality and service, evaluated in areas such as hospitality, maintenance, cleanliness and amenities. Results are compiled over 12 months to ensure an accurate assessment.

Prestige Travelers celebrates its 20th anniversary, closing the year with an exceptional start in sales. The global travel platform, Prestige Travel 365, offers ‘The Vacation of a Lifetime. Time After Time.™’

SPA

Vassa Spa by Karisma at BOR Hotel by Karisma wins multiple international awards in 2024, including World Luxury Spa Awards, World Spa Awards and International Spa & Beauty Awards. These recognitions highlight its excellence in service, unique experiences and leadership in wellness, consolidating its position as a luxury destination in Europe.

Margaritaville Island Reserve Riviera Maya receives the MexiCaribe 2024 Spa & Wellness Award in massage techniques. This award highlights St. Somewhere Spa as a benchmark in wellness, thanks to its excellence and innovative approach to personalised treatments. The ‘Mezcalito Mi Amor’ treatment is one of the most outstanding. This recognition highlights the combination of tradition and modernity, positioning the spa as a leader in the wellness industry.

We celebrate the holidays together!

The spirit of togetherness, solidarity and gratitude that we share in every moment together as Ktalent

Fundación Karisma, A.C., thanks you for your support in the Juguetón 2025 collection.

It was a real pleasure to see how the generosity of the team members doubled compared to the 2024 collection.

On this occasion, enough toys were collected to bring joy to 565 children in the community of Leona Vicario.

In addition, an invitation was extended to hotel representatives to attend the event, which took place at 10:00 a.m. at the Cenote dome in Leona Vicario.

During the activity, contests, face painting and medical consultations were offered to the beneficiaries.

A small gift can transform any day into a magical moment.

More than 565 children from the community.

With two years with the company, he describes working at Prestige as supportive and an excellent working environment.

He attributes his success to an adaptable personality and is motivated to seek extra income that allows him to achieve financial independence.

Celso has been part of the MargaritavilleI Island Reserve Riviera Maya Hotel for a year and a half as a Gardener.

His commitment, service attitude and companionship are reflected in every task, always keeping the gardens in optimal conditions.

He has been with the company for approximately seven months. For him, working at Prestige means pushing daily limits and striving to be the best version of himself. His success lies in his availability, receptive attitude and continuous learning. He is motivated by the excitement of discovering and learning on a daily basis to achieve his goals.

Zorica exemplifies dedication in her work. Her meticulous nature and attention to detail ensure that our hotel is kept spotless.

These qualities make her an invaluable member of the Housekeeping team.

Celso Fernández Gardener

Ruben Sánchez Waiter

Alejandro Pool Roomboy

Ian attributes her passion through teamwork and persistency. I have always had a passion for what I do, and I am incredibly privileged to have the opportunity to showcase my skills and creativity at Azul and Prestige team. Working here has been more than a job to me; it has been a journey of growth, learning, and collaboration.

She with her constant smile and positive attitude at all times. Her commitment and professionalism have left an invaluable mark on the team, demonstrating that service with quality and warmth is the key to ensuring the wellbeing of all.

Johansel Santana Nataly Torres Security Supervisor

Tips for achieving your 2025 goals and resolutions

Do you want to make improvements, changes or live more organised in 2025?

Focus on 3 main aspects

What do I want to achieve in...?

My physical, mental, emotional and spiritual health

Put at least one full morning or afternoon in your diary for an activity that you enjoy.

Personal activities away from stress will give you more creativity and health, in this space you will be able to review your emotions and your relationship with yourself.

My personal, couple and family relationships

In your diary there should be at least once a week space for your partner, family and friends. Check how your relationships with your partner and family are doing, if there is something to improve, do something about it.

Employment and economic aspects

Your financial goals must be very clear and measurable. Learn to delegate, create a reliable team to help you achieve your goals, evaluate progress every month.

Value the well-being of your employees, their productivity will be higher if you take this into account.

Create a written plan of action in time and form (strategies) to generate success and fulfilment in the above points.

To be financially successful it is important to take care of all areas of your life, have a great 2025!