hotelcollection.comReviews of hotelcollection.com

I had a very disappointing experience with this company. I placed multiple orders through a subscription, and several of them were marked as “delivered” but were never received. The proof of delivery clearly shows that the parcels were delivered to the wrong address. I contacted customer service and reported the issue within a reasonable timeframe, but no proper action was taken at the time. Recently, after chasing again, they agreed to refund two of the orders (February and May), which confirms there was a delivery issue. However, they are refusing to refund an earlier order from November, even though: I reported the issue in February The item was never delivered to my address The delivery proof shows the wrong location They also incorrectly advised me to contact the police, even though this is not a police matter. This feels inconsistent and unfair, as all orders were affected by the same issue. I would strongly recommend being cautious when ordering, especially with subscriptions.

Terrible customer service. I ordered product from this company on accident thinking it was my current scent company. I contacted to cancel, the product was still shipped. I’ve contacted multiple times to return and have heard nothing back. BUYER BEWARE.

I placed an order last night and throughout my workday I received 9 customer service calls, 4 voicemails and multiple text messages. Wtf? I had to contact them to be added to a do not call list. What kind of marketing tactic is this? You ensured I will never purchase from you again

I ordered a mini diffuser on Sat Feb 14 2026 from Hotel Collection/Aroma360 and moments later a salesman called me. He states I qualified for a complementary diffuser, the Vangogh diffuser. A large diffuser. Who's gonna say no to anything complementary? Any way, he stated I would just pay for the diffuser oils through a subscription. He had me sign pages 13 and 15 of the agreement. We were in Dallas Texas traffic in heavy rain,and the internet was affected. I wasn't able to view the entire agreement until a while later. I tried to call him back to cancel the agreement and he wouldn't answer. I then received a return label for the smaller diffuser, which I didn't return as I paid for it. The agreement cost revealed a agreement for 3 years plus and for over $4,000. They mailed the Vangogh diffuser and 5 bottles of 120 ml oils and a tote bag. I have tried many times to cancel the bait and switch agreement. They don't reply, they just keep wanting me pay the amount. His actions are illegal and I am not gonna return a complementary item. I have ordered many.bottles of diffuser oil to keep my end of the deal. Stayclear of Aroma360/Hotel Collection. I should have read their reviews first. If I have to file a small claims against them, I certainly will.

This has been one of the worst experiences I’ve ever had with a company. The products are cheap, poorly made, and clearly low quality. I’ve ordered the hourglass diffuser twice now, and both times it either never arrived the car diffuser broke within a week. It’s been over a month and a half, and I still don’t have what I paid for. Meanwhile, customer service is completely unresponsive. At this point, it feels like my money has been taken with zero accountability. I’ve tried to resolve it, requested help, and gotten nowhere. Yes, the scents smell good but that means absolutely nothing when the diffuser doesn’t work or never shows up. I’ve had to pour their oils into diffusers from other, more reputable companies just to use them. Honestly, I don’t even feel confident about the safety of their products around my children or pets. When a company operates like this low quality, no support, and no follow-through it’s hard to trust anything they sell. Cancel my subscription immediately. I will not be ordering again. Save yourself the frustration and buy from a company that actually delivers what they promise.

TERRIBLE Customer service. I am a Concierge Customer which is supposed to entitle you to a dedicated line for issues. It's worthless I just held 45 minuted w no one answering my call. 30 minutes with no pickup yesterday. DO NOT waste your money on this company. If something breaks, you will get no assistance.

I had a terrible experience with Hotel Collection. After purchasing a small diffuser, I received repeated and aggressive upsell calls. I was eventually offered a machine advertised as $800 for $300. I specifically confirmed the price was in Canadian dollars and was told yes, and that I had 30 days to return it. Instead, my credit card was charged nearly double in U.S. dollars. I immediately tried to cancel—calling, texting, and emailing—but was completely ignored. When I did get through to customer service, I was either hung up on or told I’d get a callback that never came. I returned the product as soon as it arrived and still received no response. At one point I was told my order was cancelled, only to later be told it couldn’t be cancelled because it was past 30 days—even though I had proof I tried to cancel from day one. To make things worse, I still receive emails saying my order is “on hold,” despite cancelling multiple times and returning the product. This company’s customer service is extremely poor, and the sales tactics feel misleading at best. I would strongly recommend avoiding them.

I ordered a beige diffuser with reeds, I received the product and it had black marks all over it. I believe it was from the box it is packaged in. I requested a return and they kindly offered to send me a new one. After waiting a very long time(approx. 1 month) a new one arrived in the same, if not worse condition than the first. These were not cheap, save your time and money and avoid this company.