hotelcollection.comReviews of hotelcollection.com

Customer service is absolutely terrible. Was told I had a 30 day cooling off period and when I tried to cancel I was completely ignored (even though I was a ‘VIP’ and received the ‘VIP Concierge Service’. I ended up calling them, on their hugely expensive US number, which after 40 minutes was then told someone else would have to call me to confirm the cancellation of my subscription and return of the ‘unused’ unit. Given the time difference I requested they call the next day which they completely ignored and then spent 30 minutes trying to sell me a different offering, getting very frustrated when I just wanted to cancel…to the point of rude. Eventually I was assured I would get a returns label to return the unit and a refund of the $400 taken from my account. Still no return label or refund?!? Subsequently another call and another attempt for the hard sell. Again, I instructed them to cancel the subscription and send the return label. I am still waiting. Worst customer experience ever, avoid at all costs unless you want a hugely expensive service which is impossible to cancel!

The diffuser stopped working in less than a year. I called and was told it was not intended for continuous use. I did not use it continuously. I was a monthly subscriber. I was not offered a replacement, only a hard-core sales tactic to buy a whole house one. Unrelated to this, as they have different scents, I changed the type a few times. Every time I did, I was contacted by many salespeople to upgrade to a larger unit. The text was usually, "there is something we'd like to discuss about your recent order". I kept blocking the numbers, but they never ran out of new ones with a S.F. area code of 954. To cancel the subscription, I had to speak to a rep. They do not allow it on your portal even though it appears like you can until you try. A new room diffuser costs about $49. Had they offered me one for $25, I'd have bought it. Now I will not. I looked at other companies and discovered the company "Sentiments" appears to be the same company or sells the exact same products under a different label. I had both websites open at the same time as a guest. They both had the same special, and the time left to order was exactly the same! The only difference I saw was Sentiments offered a 2-year warrantee on the diffuser if you had a monthly subscription, which I had with Hotel Collections! Too funny, right? lol. Oh well, all I can say now is "buyer beware". Ask about a warrantee on the diffuser or you could get stuck with oils and no way to use them.

I bought a diffuser which was faulty, and returned for a replacement. The company failed to provide a replacement within a reasonable time, with no updates on product dispatch. When I requested to cancel for a refund after waiting 25 days for a replacement, it was refused based on an internal 30-day return policy from the original purchase date, despite this being irrelevant for faulty goods under the UK Consumer Rights Act 2015. The company continued to process a replacement I had declined, refused to pause shipping even though the product was still out of stock, and raised the prospect of restocking fees, none of which are lawful for faulty goods in the UK. Communication was dismissive and responsibility repeatedly deflected. UK & global customers should proceed with caution. They also operate under the name Aroma360, and provide the same level of customer service.

Defective Product, Very Short Warranty, Upsell Instead of Resolution This is my second purchase of the Hotel Collection Studio Pro Diffuser, and once again the unit is leaking. When I contacted customer service, I was told that leaking usually occurs when the motor is faulty or malfunctioning, which suggests a product defect rather than misuse. Despite this, the warranty is only 3 months. For a premium-priced diffuser, this is extremely short and does not reflect confidence in the product’s durability. Instead of offering a replacement or repair, customer service offered me a discount to purchase yet another diffuser, even though this is already my second failed unit. After that, the conversation shifted to promoting their “VIP All-Inclusive Plan,” which includes a professional-grade diffuser at no cost if I agree to ongoing monthly oil purchases, extended plans, and subscriptions, along with a gift card and discovery kit. While this may be appealing to some customers, it felt inappropriate given that I was contacting them about a defective product. Rather than standing behind their product, the solution offered was to spend more money and commit to future purchases. At this price point, I expect a reliable product and meaningful warranty support. Unfortunately, my experience has been repeated product failure and sales-driven customer service. I would not recommend this diffuser to others.

Horrible scam. Ordered two diffusers and four scents and a candle. Candle came shattered. And was missing two of the four scents. Called and emailed but could never get anyone to help me. I would never recommend that anyone buys from this company. The scent is fine nothing spectacular.

Signed into credit union without my permission. hotel collection is a total scam do not get this item it is hard to cancel and hotel collection will not give your money back

This is hands down the worst customer service I have ever experienced. I was sent a used oil bottle — absolutely disgusting. I contacted customer support multiple times and was completely ignored. The diffuser is leaking, then stopped working altogether, and nobody from this useless company can be bothered to respond. I’m trying to cancel my subscription and they are doing everything they can to avoid dealing with it. Total silence. Zero accountability. This company is an absolute joke and a complete nightmare to deal with. Just look at the other reviews — they tell you everything you need to know. Save yourself the stress, the money, and the frustration and stay as far away from this scam as possible.

Just don't. A total scam and no intention of sending you anything.