casto travel reviews

Casto Travel Vacations

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1640 Tiburon Blvd

Belvedere Tiburon, CA 94920

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Costco Travel   Reviews

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Reviews 1.8.

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I'm really disappointed with Costco…

I'm really disappointed with Costco Travel. I don't want to give even one star. Their handling of the issue has left me frustrated. When I spoke to a supervisor, it was clear she needed better customer service skills. I know her name, but I am not going to mention it here. Within just three days of booking, the price shot up, and despite my polite inquiry about a possible adjustment, they refused. I even asked about using Costco gift cards, but that was a dead end too. Spending over $7,000 on this trip, the $200 difference might not seem huge, but who would be happy that the price went down and you're not going to get that money back within only 3 days of booking. Their poor handling of the situation has left me thoroughly dissatisfied with their customer service. It wasn't just about the $200 difference anymore; it was about their way of dealing with the customer. I won't be using Costco Travel again.

Date of experience : April 14, 2024

We missed our flight by 2 minutes and…

We missed our flight by 2 minutes and they never gendered the phone to help us and we had to buy new tickets plus they canceled our returning flight. Worst experience ever they blamed the airline and the airline blamed Costco. After waiting on hold for 3 hours they were serin help

Date of experience : March 01, 2024

Didn’t get what we paid for

Costco sold us a package and we upgraded it to include exclusive amenities. When we got to the hotel, those amenities were being given away as a part of time share sales pitches. In addition and more importantly, the upgrades we paid for were not honored. We complained to the hotel and to Costco travel and neither rectified the situation. We spent $400 on upgrades that didn’t exist. No help, had to call several times to talk to anyone. Not the experience I expect from Costco. Funny enough, while we were having our case reviewed by Costco, they removed those amenities from the packages for the hotel. Pretty strong evidence that they knew there was a problem. Too bad they didn’t try to make it right with us.

Date of experience : July 07, 2023

We were charged $3,500 for booking a…

We were charged $3,500 for booking a vacation to Cancun. My husband suffered a massive heart attack in November, hence trying to cancel this booking. I have tried multiple times calling their ridiculous 'Help Center!' 4 times I called them (866) 921-7925, waited 25-30 minutes each time. No one ever picked up! I will be calling their direct number (877) 849-2730 on Monday. If I can't get them directly, I will call CITI Bank, again, to get my refund. I cannot believe that this is happening. The worst, unconscionable, company customer service I have ever experienced with COSTCO. I cannot believe this. They have $3,500 of my hard-earned money and I cannot get it back. This is beyond unconscionable! Who is this really, Costco Travel? :(

Date of experience : February 10, 2024

Useless customer service

Waited on hold 20 minutes to speak to someone and they say they don’t have any answers. They can sell me a cruise to Alaska but can’t tell me if I can actually go or not.

Date of experience : March 16, 2024

Absolutely shocking treatment from…

Absolutely shocking treatment from Costco travel in the UK!! They cancelled a booking which I made over 12 months ago for a cruise due to take place in Sept 2024. This was done without my request and they are disinterested in my complaint even though they have confirmed as per the phone transcript that my booking should never have been cancelled. It is not an option to rebook as there is not a comparable cabin available. I would highly recommend booking with another company!

Date of experience : December 11, 2023

Booked a trip from Sacramento to Florida with issues

Booked a trip from Sacramento to Florida with a two day hotel stay. Major issues with transportation from airport to hotel and hotel to cruise ship and then transportation to airport on return from cruise. Transport service was only advised of first transportation pick up an arrival airport. Now another call to Costco Travel to have them so their job. Lack of precision and follow through is not an endorsement of this service. Much time wasted on the phone. The origianal booking agent was very helpful, never the less, someone dropped the ball.

Date of experience : March 13, 2023

Fantastic Customer Service!

I spoke to Ellis who was very kind, helpful and patient so it made the process very easy! Booking a cruise can be quite stressful but she helped answer all of my questions and gave me great advice. Thank you Ellis :)

Date of experience : January 10, 2024

Poor customer service

Very poor experience. They dont allow hotel changes or any changes online and then when call customer service, expect at least 1 hour wait, just to be told that computers are down, call back later again. There is no call back feature. once booked, expect surprises with the ground transportation, with obviously no number to call again.

Date of experience : August 15, 2023

Hotel Had No Record of Reservation

We got the "New York City: Your Way Hotel and Airfare Package," which includes air travel, hotel stay and airport/hotel ground transportation. Sheraton New York Times Square Hotel had no record of our room reservation when we arrived. Thankfully, the clerk at the desk gave us an upgraded room, since that was all that was available. I had been sure to download the Alaska Airlines app and made sure that my Costco booking was in their system and we were able to select seats through the Alaska app. I also confirmed the New York ground transportation, getting to talk directly with the drivers. However, I should have called the hotel in New York to confirm that the registration was in their system and avoid being confronted with possibly having to scramble for alternate accommodations in a busy area. But someone buying a travel package should not have to do that much footwork of confirming reservations which each individual vendor. Thank goodness that clerk at the Sheraton got us a room!

Date of experience : July 31, 2023

RENTAL CAR DISASTER

Had multiple problems with rental car rented through Costco Travel. Car was mechanically unsafe and required a jump start and an exchange for another vehicle. After calling Budget CS who instructed me to wait for road service that THEY ordered, Budget charged me for the road service. Reported to Costco Travel and it took THREE MONTHS for them to contact me regarding my complaint. Although I've rented cars previously through Costco Travel, I never had an issue. Not a good feeling to know they don't respond in a timely manner.

Date of experience : May 24, 2023

The most horrible and pathetic customer…

The most horrible and pathetic customer service experinece on this site. On hold for the last 45 miins and after that its getting disconnected. Its all crap. stupid site and there's no way one can access anything. they say vist the help center and self service options but there's nothing at all on the site..are you guys insane or what.

Date of experience : July 21, 2023

I tried to book a cruise on Costco Travel but kept receiving error messages that the booking could not be completed. However, I later found out (on my own) that my credit was charged 5 times for this trip. Called Costco Travel multiple times and resolved the issue after more than 3 hours on the phone. I'm still waiting for 5K to be refunded back to my card.

Date of experience : November 12, 2023

Terrible car rental

Terrible car rental. Enterprise Rentals did not have the booked 9 seater ready although I had booked it two months in advance. Waited 1hour for them to hire from an alternative source. For a start booked an automatic due to an operation on my leg. provided a manual drive. Upon reaching my destination checked the paperwork only to find out the vehicle provided was a different registration number. Rang Enterprise out of hours. Assured I was insured to drive the given vehicle to be confirmed the next morning. No one had the curtesy to ring. Booked this vehicle for my daughter’s wedding. Needless to say a very stressful experience and service from Costco Travel and Enterprise their partners in crime. 😒

Date of experience : September 22, 2023

Thank you - Refuned car hire extra costs

We booked and paid for a hire car through Costco Travel to be collected at Malaga Airport but when we went to collect the car, we were told that we had to pay another 751 euros for CDW, breakdowns, windscreen cover etc. etc. I questioned this because I already spoken to Costco about any extra charges and there were none. However, Budget Car Hire would not release the car so we had to pay up! Om my return to the UK I took the matter up with Costco Travel whom at first were rather reticent but said they would look into the matter, after a few weeks I was refunded the extra payment by the car hire company. Many thanks.

Date of experience : June 25, 2022

Terrible website

I called costco travel to help me find the cheapest date possible within a specific month. I was told they cannot do that and I have to use the website. Which meant I would have to go through everyday of the month and perform a search to find which day would be the cheapest. Costco travel needs to take a page from iTravel2000, they have a "best price finder", eliminating the need to go through everyday. Also, in Canada, iTravel2000 seems to be cheaper.

Date of experience : November 17, 2023

Cruise Booking Southeast Asia

I was booking without any luck on the Celebrity Website and then found cabins on costcotravel that I could not find on celebrity but could only book one room and the second one disappeared. I called their help line and an agent by the name of Bailey was amazing. He stayed on the line for hours fixing all my name entry mistakes, then found us a better priced veranda and got us the drink package, gratuity and wifi included at no charge. His service, attention to detail and dedication to getting his clients the best value was amazing. We are going with my inlaws so he understood having a suite on the same level but far enough so I have my sanity! (LOL) I tried to contact costco travel in Canada but they have no email contact where I could acknowledge this agent going out of his way to make things perfect for us. I was surprised that Costco Agents don't get to travel using the TA discounts. They really should have that right as most other travel agents do. FAM trips are the best way to enable the agent to do a better job.

Date of experience : July 04, 2023

Atrocious Car Hire

In August 2023, I hired a ‘Premium Car Automatic’ for £262.94 for 3 days. What I received was a three-and-a-half-year-old, ‘Mercedes-Benz C220 AMG line premium’, registration KP20 JXZ, it had many small dents and damage and 40,000+ miles. The car was fitted with 19-inch wheels, sports suspension and run flat tyres. The car rode atrociously. This was probably partly due to the 3 budget tyres fitted (Chinese Made ROADX Rxmotion). After 24 hours the car was replaced with a lesser car, but in better condition (a 2023 Mercedes- Benz A class variant). The C Class had one premium tyre (Bridgestone Potenza) in addition to the three cheap Chinese tyres. It appears mixing different tyres means nothing to Costco or their subcontractor Enterprise. I also discovered the two front tyres were of insufficient load index and were thus not road legal. Costco have been useless at resolving this and giving me a refund. Costco are acting like a useless go between for Enterprise who have offered just £25! They risked my safety and driving licence and offer me a measly £25! Avoid Costco car hire and Enterprise.

Date of experience : August 14, 2023

Ruined our Tahiti vacation

Ruined our Tahiti vacation. Due to a delay by Delta Airlines, we missed our connection to Tahiti. Costco Travel gave us the option of taking a later flight though Tahiti Air wanted to charge us an additional $2,000 due to "an increase in ticket prices" even though that flight had only 80% capacity. Also, due to getting in late, they wanted to charge us an additional $400 to stay in a hotel room once we arrived. At this point Costco gave us an option of canceling or throwing good money after bad. We chose to cancel and have had nothing but problems trying to recover our money. Costco Travel is the worst Travel experience we have ever had and will never use them again. Remember, if it sounds to good to be true it probably is. Buyer Beware!

Date of experience : June 18, 2023

Big issue with refund on Costco travel

We booked Mexico package trip through Costco travel. It is a package trip including airfare and hotel. On the day of trip Alaska airline canceled the flight due to weather issues somewhere else. The next flight was not available for 4 more days. So basically the package deal was canceled by airline by not having a flight. Costco only refunded me flight payment , the hotel payment is still not promised, it’s in thousands dollars of payment. This is ridiculous and unacceptable behavior from Costco. Please refund my money asap.

Date of experience : December 23, 2022

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