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Many tourists are currently in lockdown in Puerto Vallarta, Mexico.
The reason for this lockdown, per CNN, is the killing of Nemesio “El Mencho” Oseguera Cervantes, the head of the Jalisco New Generation Cartel. Following his killing during a Mexican military-led operation, a wave of violence erupted in several Mexican states. Officials say that this violence has included the burning of buses and businesses and several standoffs between police and alleged cartel members.
Given this tumultuous situation, American tourists in the country have been advised by the U.S. government to shelter in place. Even if they wanted to leave, many cannot, as numerous roads have been blocked and many airlines have canceled flights.
For some tourists, this is a disturbing problem, but one that’s relatively easy to fix: just extend your hotel booking. However, some are finding that such an action is easier said than done.
What Happened During This Man’s Westin Stay?
In a now-deleted Reddit post, user and self-declared Marriott Bonvoy Platinum Elite member u/ostaylor complained that he was unable to get a late checkout at his Westin property in Puerto Vallarta. This was despite the fact that many of the roads were unnavigable due to being barricaded and the U.S. government’s declaration that tourists should remain indoors.
The original post read as follows: “I am platinum elite, over 1,000 lifetime Marriott nights. PV is on fire due to the cartel setting cars and buses on fire all over the city. The airport is closed and Ubers and Taxis are not running. I asked for a 4pm checkout, which I’m entitled to based on availability. They won’t extend past 2pm and said we would have to use the hospitality suite.”
“We are supposed to be leaving for Bucerios this afternoon but that isn’t looking very good,” the post continues. “Worst Bonvoy property I have ever experienced. I don’t think anyone will be checking in today so there’s no reason not to at least extend us to 4pm.”
In the comments section, users largely mocked ostaylor.
First, many questioned his decision to bring up his “platinum elite” status at a time when there are significantly larger issues at play.
“Do you think the cartel situation will be resolved in two hours?” asked one user.
“Their streets are on fire and you came to [complain] about being platinum elite and not getting a late checkout,” added another. “Wow.”
Others noted that it did seem that Marriott made a genuine effort to accommodate the guests by offering them access to the hospitality suite.
“Maybe think about the people of PV instead of yourself while you relax in the Hospitality Suite,” suggested a commenter.
Ostaylor has since deleted his account.
How Are Hotels Responding To These Events?
While the situation in most Mexican states has returned to normal, the situation in Puerto Vallarta remains tense.
Consequently, hotels in the area appear to be honoring airline change waivers. They are also allowing their guests flexibility to rebook or cancel their bookings entirely. Although major resort areas seem to be less impacted than other parts of the city, many hotels are honoring shelter-in-place warnings and have canceled shuttle services, excursions, and other activities that involve leaving the resort.
Airbnb, for its part, instituted its “Major Disruptive Events” policy for the region. This allows hosts and guests to cancel reservations without penalties. The company also says that it is assisting travelers with refunds, cancellations, or extensions as required.
We’ve reached out to Marriott and the The Westin Resort & Spa, Puerto Vallarta via email.