Costco Travel is often praised for its deals and convenience, especially for members looking to book vacations. However, like any travel service, experiences can vary significantly. This review details a frustrating encounter with Costco Travel, highlighting issues with cruise booking cancellations and payment processing that led to considerable stress and almost derailed vacation plans. This firsthand account serves as a cautionary tale for those considering booking their travel through Costco, particularly cruises.
Booking Process and Initial Confirmation
The initial booking process seemed straightforward. On January 27, 2025, the reviewer booked two rooms for a cruise from Barcelona to Rome via phone. A deposit of $900 per room was promptly paid using credit cards – the reviewer’s card for one room and their brother’s card for the second. Confirmation emails for both bookings arrived swiftly from Costco, alongside a wealth of booking information. Confident in their arrangements, the reviewer proceeded to book non-refundable flights from Los Angeles to Barcelona and return from Rome, solidifying their vacation plans around the cruise.
The Shocking Cancellation and Reversed Charge
The peace of mind was short-lived. Checking their credit card activity, the reviewer discovered a reversed $900 charge the day after the initial deposit. This unexpected reversal signaled a cancellation, which had occurred without any prior notification from Costco Travel. The shock and potential implications were immediately apparent – their flights were booked around a cruise that was now seemingly nonexistent due to an unexplained cancellation. The reviewer rightly points out the potential disaster averted only by chance discovery of this reversed charge, emphasizing the lack of proactive communication from Costco Travel regarding such a significant booking change.
Lengthy Customer Service Call and Reinstatement
Prompt action was necessary. The reviewer contacted Costco Travel and spent over 90 minutes on the phone with a representative named Veronica. Initially, the explanation offered was vague – a potential issue with the “conversation not being cleared” during the initial booking. However, the reviewer’s confirmation emails contradicted this, indicating a successful initial booking on Costco’s end. After further investigation, Veronica managed to reinstate the cruise booking by contacting Celebrity Cruises directly. While this reinstatement was a positive outcome, it also underscored the initial error within Costco Travel’s system that caused the cancellation in the first place.
Payment Hurdles and Inconvenience
With the booking reinstated, the next hurdle was payment. The reviewer attempted to replicate the original payment method – their credit card for their room and their brother’s card for his room. While payment for the reviewer’s room was processed smoothly, Veronica refused to accept the brother’s card payment remotely. Despite the brother’s card being accepted during the initial booking, the new policy, as explained by Veronica, required the cardholder to be physically present. This contradicted the previous experience and presented a significant inconvenience. To avoid missing the 24-hour payment deadline for the reinstated booking, the reviewer ultimately had to pay for the second room with their own card, adding to the frustration and questioning the consistency and flexibility of Costco Travel’s payment policies.
Concerns and Final Verdict
This experience raises serious concerns about Costco Travel’s booking system and customer service protocols. The lack of notification regarding the cancellation is a major point of failure, potentially leaving customers stranded or facing significant financial losses if they hadn’t proactively checked their accounts. The inconsistent payment policies and the representative’s initial vague explanation further erode trust in the booking process. While the issue was eventually resolved thanks to the persistence of the reviewer and the efforts of Veronica, the ordeal highlights a lack of a robust “check and balance system” at Costco Travel. For this customer, this first experience with Costco Travel will undoubtedly be their last, serving as a stark reminder that even reputable services can have significant operational shortcomings. Prospective travelers should consider these potential pitfalls when weighing their options for booking cruises and other travel arrangements through Costco Travel.
