Travel companies refund Sask. families after non-disclosure fiasco at Mexican resort

Two Saskatchewan families who spoke out about their negative experience at a Mexican resort are set to receive compensation after going public with their story. The families claim that they were pressured by resort staff to sign non-disclosure agreements in order to prevent them from leaving bad reviews after falling ill during their stay at the Royalton Splash Riviera Cancun resort.

Last week, CBC News reported that both families, hailing from Saskatchewan, got seriously ill while staying at the resort and were coerced into signing NDAs before they could seek medical attention or leave the property for treatment. Fortunately, neither family agreed to sign the agreements.

Following their public disclosure, both families have been offered compensation by the Canadian travel companies that sold them the vacation packages. Jesslyn Schigol, one of the affected individuals, revealed that WestJet reached out to her after the initial story was published. The company provided her family with a $10,000 refund for their hotel stay and $1,500 in travel credit for future bookings. This offer was a significant improvement from the meager compensation of $200 and $500 that the resort initially offered before the families departed.

Schigol emphasized the importance of documenting everything in such situations, as it can greatly aid in resolving disputes with travel companies. She advised other travelers to keep records of any incidents, including photos, videos, and email correspondence, to support their claims.

WestJet expressed regret for the inconvenience experienced by Schigol and her family, confirming the compensation package in a statement. The travel review website Tripadvisor also took action by suspending review submissions for the resort due to the influx of submissions following the media coverage.

Another affected family, Allison Field, also received compensation after sharing her story of falling ill at the same resort with her husband and son. They had booked their vacation through Sunwing Vacations, but initially faced difficulties in reaching out to the company for assistance upon their return to Canada. However, Sunwing eventually refunded the cost of their stay at the resort, following the publication of their story.

Field noted that many others had reached out to her with similar experiences of seeking compensation from resorts and facing pressure to sign NDAs. She emphasized that most individuals simply wanted to be heard and acknowledged for their negative experiences.

Sunwing Vacations, which was acquired by WestJet in 2023, stated that they were working to find a resolution for their mutual customer with the resort. The company had previously declined an interview request but expressed willingness to address the issue.

Overall, the families’ courage in speaking out has shed light on the importance of transparency and accountability in the travel industry. By sharing their stories, they have not only received compensation for their ordeal but have also raised awareness about the challenges faced by travelers in similar situations.