Costco Travel
Reviews and Complaints
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Verified ReviewerCannot reach Costco travel for assistance. Airline cancelled flight
I booked flight, hotel, and car rental. The airline notified me via text that the flight was delayed x 3 after i checked in 24 hours prior.
I could not reach Delta Airlines. They issued another flight to a different destination without connecting flight details? Still on hold with Costco Travel 1 hour and 40 minutes . Unreal!
Pre-paid so I have had to contact credit card company. I did not cancel the trip...the airline did! If I had assistance available, I could have made it to the destination in order to honor the rest of the trip. Really awful.
My pet is in boarding and had to cancel my reservation for parking at the airport.
If I could reach an actual human and not a Bot it could have been rectified. HORRIBLE!
- Pricing and options
- Zero customer care or service
Preferred solution: Full refund
User's recommendation: Just book directly and do not use a third party. In previous years Costco was most reliable. New world.
I love Costco
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Verified Buyer | Orlando, FloridaCharged triple
User's recommendation: Pay close attention.
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Verified ReviewerBait and switch
- If you pay for a upgrade you will not get it or your money back
Preferred solution: Full refund
We purchased all inclusive at hand palladium costa mujeres and it was the worst experience for me and my family
We arrived at 8:00 am but our room wasnt ready we had to wait until 3:00 pm to get some sleep. It was supposed to be all included but if you want anything that is somewhat decent like okay food you will have to pay .
The pool were very duty this is like going to Vegas but Vegas is less expensive.
If what you call fun is standing at the pool and drink all day then this is for you . And be careful with the people the try to sell you tour package specially the Costco guy he try selling me a trip to the pirámide and isla Mujeres for 1,450 for 5 members I got the same trips for 650 dollars dont waist your money in this hotel
User's recommendation: Don’t go to Cancun and if you go do not stay in the grand palladium costa mujer
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Verified ReviewerHotel didn't have our prepaid reservation
We booked a 6 night stay through Costco travel in October 2022 for a stay 2/12/2023 - 2/18/2023
After 12 hours of travel and the first time traveling outside of the US with my daughters, we arrive to the hotel. They have no reservation for us that we have 100% prepaid through Costco.
In fact, they had the reservation dates down for December 2022 instead of February 2023 and it shows we no showed on a prepaid reservation in December. No one at the hotel or Costco contacted us when we no showed on a prepaid reservation.
I also emailed the hotel twice before we traveled and no one replied. CALL THE HOTEL IF YOU BOOKED THROUGH COSTCO. The hotel and Costco had ample time to realize the mistake, but did nothing.
There was a lot of finger pointing between both Garza Blanca and Costco who was at fault here.
Both of them had several opportunities to correct this prior to my trip and they did nothing. So this resulted in the room I paid for not being available. I had a crying 11 & 14 year old girls at the front desk while they tried to blame this on me. At no time did I get an apology from the hotel or Costco which still bothers me.
Costco's Customer Service rep Annette said 'these things happen' when I was trying to get help while I was on my trip.
I was paying out of pocket at this point because the hotel had no record of payment from Costco. I called after my trip, no assistance. I filed a claim request online, no response.
I wrote a poor review about the hotel on Costco's website about the experience, they wouldn't post it.
Costco will take your money, but as for any help when you are traveling or responding after your trip, good luck. I'll book direct with the hotel in the future.
- Good at taking reservations
- Poor at honoring reservations awful customer service
Preferred solution: Apology
User's recommendation: just book direct
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Verified ReviewerLack of Information
I even wrote an extensive problem to raise but was unable to submit it because the verification code was entered and program was stuck. So, had a major problem to address and could not even do that.
- Appear to have good travel options
- Do not provide complete information for extensive issue
Preferred solution: Apology
User's recommendation: Make sure that Costco Travel provides complete information for any tour purchases.
Rent a car
Preferred solution: Am I going to receive an email or text with my car rental information
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Verified ReviewerCostco Travel ruined my honeymoon
Horrific experience that ruined our honeymoon. Costco took our money and when American rebooked our fight due to some unknown reason at the last minute, Costco claimed they had no power to change the booking.
We were also unable to remediate our hotel reservation, as Costco had to do this on our behalf and was unable to do this in a timeframe that prevented us from being "penalized" for a flight change we had no control over. Overall, we got nothing but lies from Costco and they were both the arbiters of our vacation yet claimed they had no control over anything including providing partial refunds for flights. They also tried to convince us to accept a lower class of air service and accept a 4 day stay instead of original 6 day stay so they wouldn't have to refund us a dime. Very deceptive practice.
We are absolutely going to challenge the whole cost of the vacation with our card company since Costco won't take responsibility for anything besides airfare refunds, which we would be better off getting directly from the airline, given the poor level of service from Costco.
Unbelievably bad service and zero accountability from Costco. We will cut up our membership card after this fiasco.
- Poor customer service
- Poor refund
- Poor communications
Preferred solution: Full refund
User's recommendation: Avoid at all costs
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHorrible experience
I spent hours on hold trying to book a trip. I eventually went to a competitor site and although I paid maybe $100 more per person, it has been worth it since I was able to book it in less than 20 minutes and have had great customer service since then. I have read so many stories where people have the same issues with non-responsive customer service that I would highly recommend you look elsewhere, despite the attractive prices.
- Non existent customer service
Preferred solution: Apology
User's recommendation: Look for alternatives
Complain about transportation
We booked with Costco and had arranged transportation from hotel to airport. The promised arrangement with confirmation email sent to us DID NOT HAPPEN - they DID NOT show up.
We are forced to pay a $100 TAXI to go to the airport when YOU had travel arrangements organized PRIOR. This is ridiculous and we want this to be organized and reimbursed accordingly.
Preferred solution: Full refund
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Verified ReviewerHours late with Air City service
First timers with Costco Travel... Flights great, Hotel very good but the transfer car service to hotels was HORRIBLE!
waited over 2 hours to get a ride to our Paris hotel, we were so tired and couldn't call anyone since it wasn't opened yet... Then leaving hotel again 2 hours late... Maybe you need to hire more reliable service people, really put a damper on our trip... It really is very hard to wait when we did all the paperwork beforehand so the driver would be on time...Just wanted to get to our hotel after our long flight & then get to airport on time...
Please see if Costco can compensate at all for this dilemma... Would love to travel again through Costco if things get better...
Thank you for your time in this matter... Your truly, JoAnn OBrien
- Hotels
- Air france
- To get us back & forth
- Transfer service
Preferred solution: Price reduction
User's recommendation: Wonderful Trip except the transfers from airport to Hotel & Hotel to airport!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSupposed to have a credit due to me on cruse change
Preferred solution: Price reduction
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNO LINK TO PAYMENT, NO RESPONSE FROM AGENTS BY ANY MEANS
We tried to book a trip, got as far as a booking number via an emailed form letter with invoice with no way to pay the deposit. Nobody will confirm the trip or give us a link to pay despite multiple emails and daily hours on hold with never getting connected, and you will get a "lost connection" by chat and can't reconnect if you have a question.
Waited 4 hours for a call back today, was put on hold again, and then was promptly disconnected. We have a booking number, but no way to pay, no confirmation that that trip will occur, and nowhere to ask for help. Don't even try to complicate matters by asking if you can have an extra day at the hotel if you are arriving a day earlier.
No agents will reply, we only have a few simple questions! We really wanted to go on this tour, it was a good offer and reasonable price.
- Good destinations and prices
- Nobody works in the travel department to purchase these trips
Preferred solution: We would just like to get the trip booked and confirmed. At this point we don't even care if they charge us for airport transportation we can't use
User's recommendation: It's not worth it. It's a risk. We wasted time. Zero customer service.
Very good service by Alaysia
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Costco employees get paid by the hour, and have probably never been anyplace outside of there own hometown. All they know about your destination and the boxed up package they are trying to sell in mass quantities is the information they are reading to you from a computer screen.
Using a IATAN or CLIA certified travel professional cost you nothing! We don't inflate rates, charge hidden fees and you will be working with a professional that has visited the resorts and or destinations on familiarization trips. This provides us the knowledge and ability to help plan (not sell) a vacation you truly want. Not a boxed up mass produced vacation deal they are selling through a third party like Costco.
When you are on vacation, from start to finish your dedicated travel professional is there to handle most any issue that arises. Canceled or delayed flights, we are monitoring you flights, if anything goes wrong know that we are aware and already working on it. No standing in long lines trying to rebook. If you have issues at a destination, we are just a call or text away.
We will handle the issue directly with the vendors and get it corrected so you can continue to enjoy the vacation. We have a contact with every vendor we can reach out to, to get issues corrected. Costco and other third parties are selling boxed up vacation packages that one size fits all. A travel professional takes the time to put together a personalized vacation, with the components you want, not what they want to sell you.
We cost you nothing and provide dedicated service to our clients. We have to, we want you to come back. The hourly employee at Costco will probably be working at T-mobile or McDonalds next week. Try to call your costco at 3 a.m.
when you arrive in a foreign destination and find your transportation or hotel reservations are not what you thought or even available. We provide you our personal contact numbers so you can contact us 24 hours a day while traveling. We are there for you. 602-583-**** and we even have a website you can browse on your own if that is your preference www.safe-traveler.com .
Travel Brochures - we have a variety of them to share.
So please next time, give us the opportunity to help you plan your next adventure. You will see and experience why we are the #1 Leisure Travel Service in Americs with over 400 five-star reviews,