We booked a 6 night stay through Costco travel in October 2022 for a stay 2/12/2023 - 2/18/2023After 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.
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