Matt V Jne

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Costco Travel - Hotel didn't have our prepaid reservation

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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.

View full review
Loss:
$1100
Pros:
  • Good at taking reservations
Cons:
  • Poor at honoring reservations awful customer service

Preferred solution: Apology

User's recommendation: just book direct

1 comment
Laura Ykf

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,