I have been a loyal Costco member for years, but my recent experience with Costco Travel was deeply disappointing and unacceptable.We booked a family trip to Meliá Caribe Beach Resort through Costco Travel, trusting the Costco brand to stand behind its offerings. Instead, we encountered unsafe and unsanitary conditions from the start: mold, humidity, broken outlets, and dirty linens. Things only worsened when my infant son became severely ill, requiring hospitalization and an air ambulance transfer to the U.S., while my mother-in-law contracted COVID during the stay. The resort clinic documented visits but repeatedly sent us back to the room without meaningful medical help.To make matters worse, when I asked to extend my stay one night due to my son’s hospitalization, the hotel refused to provide accommodations and forced me to book online at my own expense—over $700 for a single night.I documented everything with photos and medical reports and submitted a reimbursement request to Costco Travel. Costco’s response was to dismiss the entire matter, claiming the resort “resolved” the issues with a room upgrade. They ignored the fact that my family suffered serious health problems, incurred major expenses, and endured unsafe conditions at a property Costco promotes.Costco Travel has a duty to its members, but in this case they passed responsibility back to the resort and offered no meaningful support. I never imagined Costco would stand behind a partner that puts families at risk. This experience has shaken my trust in the Costco Travel program, and I would strongly caution other families to think twice before booking with them.
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