Review Time
We have been at the Royalton Hideaway in St Lucia for less than 24 hours and we are already regretting using Costco Travel. To start we paid extra for a private transfer from the airport and Costco sent us an email which said someone would meet us, with a sign with our names on it, to escort us through immigration, assist us with claiming our luggage and help us get through customs. Then they would escort us to our vehicle outside. None of that ever happened. Once here we wanted to book an excursion or two. We were directed at reception to a particular person at the other side of the resort. That person wasn’t there, but it turns out that there are excursions agents all over the place here, all of which would try to sell us on there options. And all of the excursions we would consider, except one which would not be are first choice, were totally booked during our stay. We were told it is common for people to book these ahead of there stay this time of year. Costco never told us this. I expected better given the cost. We’ve booked vacations myself all over the world without problems. We will not use Costco again.
Bought the Honolulu hotel/transportation package from Costco Travel. Driver no-showed upon arrival and had to pay a $50 Uber to hotel. From the hotel back to airport, absolutely zero communication about pick-up details and the driver left while I was still in my room. This time it was a $60 Uber to airport. Thanks, Costco Travel.
As with other reviewers here, we booked a package through Costco Travel to Jamaica prior to Hurricane Melissa devastating the island in October 2025. When the hotel closed until further notice, we called Costco Travel and cancelled the trip, after first confirming over the phone with Covermore/Zurich that our $200 per person airline cancellation fees would be covered by the trip insurance we purchased thru Costco. Despite verbal assurance over the phone and a trip insurance brochure featuring both Costco Travel and Zurich in the header that states “Protect travel investments and recover nonrefundable, prepaid trip costs if a trip is canceled for a covered reason. Covered reasons include: Named Hurricanes”, our claim was denied. The reason given was in the fine print of the policy that I only received after booking: 3) the time and date that the Accommodation first becomes Uninhabitable or Inaccessible must commence no more than seven days prior to his/her Scheduled Date of Departure. So, since the hurricane hit on 10/31 and our trip started 12/15, they wouldn’t cover it! Remember, our hotel and likely all in that area were closed until at least January 31. Costco washed their hands and said so sorry it is a third party, so they can’t do anything. Never mind everything they sell aside from Kirkland branded products is third party; they simply don’t stand behind their travel products so purchase from them with caution. Definitely don’t purchase airline tickets from them with a cancellation penalty.
I booked a package trip to Jamaica for Thanksgiving. The hotel cancelled because of a hurricance and will not reopen for 3 months. Costco Travel insists on charging a $400 penalty because the airline didn't cancel. I waited on hold 45 minutes the 1st time and one of the options was to choose another package trip with the same airline and they would transfer 100% of what I paid. I called back, waited another 45 minutes and the agent would transfer all but $400, she said it was their policy. She put me on hold to discuss with her supervisor and ended up disconnecting. Very frustrating.
Costco is a company that is supposed to have certain standards for the products and services it passes to its customers - therefore as a customer I trusted Costco to provide reputable companies to work with. Budget Car rental company should not be an option with Costco. It almost ruined our trip. Not only does Budget at the Denver airport overbook their rentals, they will give you a car you did not book/ sneakily provide an electric car that has almost no battery or a 12 passenger cargo van. The line to check in even if you checked in online is 1 hour long. I am appalled at the experience we had, and lucky we even received a working vehicle. Budget rental company seems to be a scam at best.
The only reason I did not give Costco Travel a one star is because I booked 2 trips with them. Both trips were to Universal Studios, Orlando. Each with a different grandson, one in June 2025, and one in September 2025. The first trip went great with airfare, hotel, and theme park tickets. On the second trip I was charged over $400 for an extra ticket for a single day to the park when I already had a 3 day park ticket. They changed the dates for my Express Pass and Halloween Night ticket that was a nightmare to correct. They refuse to refund me for the day they inadvertently charged and will not pay the fee I was charged to correct the tickets. So, I will never again use them as they were dismissive and took no accountability. I was charged for 4 days when I was only there for 3. Ridiculous!!
Over four weeks, customer service dealing and no reply.I was due to make the final payment on the cruise 26th August with a consultation at the hospital 4th September, so I called to see if payment could be delayed or my deposit moved to a later Norwegian cruise in 2026, initially this didn't seem to be a problem, however on the 26th I called asking for it to be moved and was told that no other Norwegian cruises were available. I explained my situation and said I don't want a refund, just keep the deposit on hold in my account. This couldn't be done, I would have to book another cruise. I then chose a 7 night cruise in the mediterranean, however, I was told that couldn't be done as it was shorter and less money than my original holiday. I again explained my situation and was told nothing could be done and my only remaining option was to cancel and claim from my holiday insurance company. I left work, spoke to my wife who immediately found the same Norwegian cruise in March 2026, so I called back, got the same agent, who this time told me it was too late the holiday had been cancelled, nothing could be done.
I booked through Costco Travel and they allowed Avis to scam me. Avis did not have the car I reserved, they had NO comparable car to give me. It caused a 3 hour delay on my trip, I was sitting there waiting while they lied & kept saying one was on the way in 15 minutes. After 3 hours, my only option was to pay for an upgrade. The "upgrade" was a dirty pickup truck that smelled of cigarettes and had old dirty fast food stuffed in the pockets on the back of the seats. The pickup truck was not clean, and was not full of gas. I reached out to Costco and got a generic reply saying the charge is related to me not filling with gas. Imagine that after I had to triple pay for gas. ( I had to pay for gas when I picked up before leaving on a trip, when I returned the car to the airport, and THEN THEY CHARGED AGAIN? Are you kidding me?) Triple charged for gas. I really think it's just a form letter excuse and Costco did not care to check into it at all they offered zero assistance or care at all. Going to charge back on my CC do NOT use Costco and DO NOT use AVIS.
Dreadful. Ordered an 8 seater car as we are a family of 8. They only gave us a 7 seater and refused to resolve. After our trip they have taken additional funds without any knowledge or email explaining why. I have spent 6 weeks complaining and haven’t got anywhere. Avoid at all costs they really are terrible.
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