Puerto Vallarta Partners

Crisis Communication Overview

Frequently Asked Questions

Q: How should I share the latest COVID-19 related updates on travel to Puerto Vallarta from the United States and Canada with consumers and constituents?

A: The global COVID-19 pandemic has caused significant disruption to travel from the United States and Canada from Puerto Vallarta. Puerto Vallarta has developed a dedicated resource page (visitpuertovallarta.com/covid19) where you can find the latest updates on the situation. Instead of creating your own content or messaging about this information, Puerto Vallarta Tourism recommends that any digital or social media posts you create link directly to this resource page. This will ensure that your guests and clients are accessing the most up-to-date information and that our constituents are sharing consistent, accurate content. Please make sure to check the page regularly, as it will be updated as developments are available.

Q: What should I do if I get questions from guests or clients asking about the current state of travel to Puerto Vallarta from the United States and Canada?

A: Please direct them to the dedicated resource page: www.visitpuertovallarta.com/covid19

Q: What should I do if I have guests from the United States or Canada as registered guests of my hotel who are still trying to return home?

A: Advise them to contact their travel advisor, tour operator, airline, and/or travel insurance company immediately, as well as the local embassy for their country. If the guest has any questions you can not answer, please record their question and send it via email to puertovallarta@phgconsulting.com.

Q: What should I do if I get contacted by the media regarding the COVID-19 situation in relation to tourism in Puerto Vallarta?

A: First and foremost, do not provide any comment, verbally or in writing, to media without prior approval from PHG Consulting. Only Luis Villaseñor, the designated destination spokesperson, is approved to speak to the media.

If you receive a query by phone, tell the reporter, “I am unable to comment and will send your query to our executive team immediately. We are working to gather the facts so that we can provide you with accurate information.” Please secure the following information and send immediately to puertovallarta@phgconsulting.com:

  • Reporter’s name
  • Name of media outlet; is it radio, TV, newspaper, website, social media?
  • What is the specific topic?
  • What is the reporter’s deadline?
  • What is the reporter’s telephone and email address?
If the query is by email, please forward immediately to puertovallarta@phgconsulting.com so our crisis communications team can assess and provide guidance.

Q: Should I post about the COVID-19 outbreak in relation to tourism in Puerto Vallarta on social media?

A: Constituents should not engage in any discussion related to the crisis on personal or business social media accounts. Only once a statement has been posted by Puerto Vallarta Tourism may constituents re-post or share that exact message on their social media channels, always linking back to the resource page and being mindful that no language should be altered in any way, at any time.

Q: What should I do if I get questions from travel agents or tour operators asking about the current state of travel to Puerto Vallarta from the United States and Canada?

A: Please direct them to the dedicated resource page: visitpuertovallarta.com/covid19

Q: Who should I contact if my hotel or business suspends operations as a result of the COVID-19 outbreak?

A: Please send this information to Luis Villaseñor luis@visitpuertovallarta.com and puertovallarta@phgconsulting.com.

Q: Will Puerto Vallarta be initiating a destination-wide promotional campaign to entice travelers to visit once the crisis has subsided?

A: We believe this is a good idea and will explore further at the appropriate time.

Q: What kind of visual communications should we be using to promote the destination?

A: Our content strategy for Puerto Vallarta during the COVID-19 crisis focuses on inspiring consumers through imagery to inform their travel planning for the future, once Puerto Vallarta is fully re-opened to tourism from the United States and Canada. At present, we suggest avoiding photos depicting crowded streets, busy restaurants, festivals, etc. that are at odds with current social distancing recommendations or having any language that implies a hard sell (i.e. “Visit Now)..

Q: My business has already published communications to customers, social media followers, and media about our perspective on the COVID-19 situation. What should I do?

A: Please send the exact communications (links are ok), the date they were disseminated, and the target audience to puertovallarta@phgconsulting.com. We will advise if any follow-up is necessary.

Q: Which Puerto Vallarta hotels have closed temporarily due to COVID-19?

A: A full list of hotel closures with anticipated re-opening dates is available here.