On Jan 11, 2023, I booked a reservation for a hotel room at the Royal Horseguards in London, UK. I received a confirmation from CostCo Travel, and I was assured that my reservation was secure.However, when I arrived at the hotel on May 18th, I was told that there was no record of my reservation. I showed the hotel clerk my confirmation information, but he said that it was not in the system. I was then told that there were no rooms available at the hotel.I was extremely disappointed and frustrated. I had been planning this trip for months, and I had already made arrangements for transportation and other activities.After a 30 minute wait, the hotel said that they could put us up in a lesser (smaller room with a Full size bed and no view). During the stay we never received the Complimentary bottle of wine. Also, the hotel charged my credit card for our stay. These charges were disputed and reversed on 5/30/23. In Paris, on May 24th, the day of our checkout and departure, the arranged car service failed to pick us up at our hotel. I called the car service with no response and even left a voice mail message - which was not returned. The staff at the hotel also attempted to contact the car service with no response. It was extremely frustrating as we then had to arrange for our own transportation to the airport. I have submitted our costs for this trip to the airport for reimbursement and after several weeks of waiting have not heard from CostCo Travel. They are the best example of what great customer service isn’t. During the trip we placed a number of telephone calls to CostCoTravel - each with an average wait time of over 20 minutes and the service level received was sadly inconsistent with the customer first CostCo reputation.
Claim your business profile now and gain access to all features and respond to customer reviews.
Costco Travel offers everyday savings on top-quality, brand-name vacations, hotels, cruises, rental cars, exclusively for Costco members.
