hotelcollection.comReviews of hotelcollection.com

I purchased a Hotel Collection diffuser that came with a gift card as part of the purchase. The order also included a three month scent subscription, which I completed before attempting to purchase additional scents using the gift card. When I finally tried to use the gift card, it did not work. I contacted customer service and was told they would get back to me, but they did not. I have had to follow up multiple times just to receive vague responses with no actual resolution. Several months later, I still have not been told whether the gift card will be honored at all. My issue is not just that the gift card does not work. It is the lack of communication and accountability. There seems to be no way to get in touch with someone who can actually resolve the issue. Being told that this is still under review for four months and counting is unacceptable. Based on this experience, I would not recommend purchasing from this company.

Absolute worst Customer Service I’ve ever experienced! This company is 100% a scam! The sales rep will tell you that you have 30 days to try out the product then when you try to cancel after they mess up your order multiple times they say that if you’ve tried the product that you can’t return it… What is the point of a 30 day trial?

Made an initial purchase and then find that they put you into a subscription that you don't want and in my case was not aware of, they continue to send items you haven't ordered and don't want. It took me speaking to three different people to finally get the subscription cancelled and they offer no refunds on it

I ordered a diffuser and pro pods for Christmas from this website. I was so excited to get the items. I track the items and although the tracking show, the items were delivered to me they actually never were. I contacted customer service and they were really difficult to work with. They insisted I follow a police report, even though I know my package was not stolen but was delivered to the wrong address. It was not easy to get a refund and Customer Service is not client centered. They put the burden on me instead of them fixing their mistake. Purchased diffusers and sent pods from other companies that will work with you better if there is an issue.

Do not buy their mystery box. It’s a scam. They do not tell you that you are buying a $50 coupon for $15 that requires you to spend an additional $75 to use it. Customer service took days to get a hold of, and they said it is written in their terms of service that a mystery box shows exclusive merchandise, but it is nothing more than a coupon that you have to pay for. This company should be out of business for scamming people. Honesty is a much better policy than trickery. I asked for a refund for the mystery box and they said NO, its part of the terms of service on our website that they can send coupons instead of merchandise!!! Wow.

I have been a customer a little under a yr. This is the worst customer service I have ever received. I have been on hold over 30 mins every time, no exaggeration, just waiting to connect to customer service. Then when connected they placed you on hold for several minutes, just to inform you they do not have certain products. Just today 1/5/26, the rep had no idea of the oil I am saying, I spelt it out several times and he still did not understand. He placed me on several holds, just to say, ohhh.. I thought you meant this.. or that. We even got in a shouting match, where he was yelling at me and trying to overtalk me. Even questioned being on holding, stating that I can wait, because I was working from home. I had to hang up after 1 hr, and was not helped.

Hotel collection diffuser is a piece of…..don’t buy save yourself the pain !!!!!!!

one star is too much. i returned an expensive diffuser because it smelled like it was used already and i was getting dozens of calls from them to return it for a free one and then pay 150 per month for oils. i have spent hours trying to get my money back and they have had the return for 2 weeks. they are deducting 20% but wont give me the rest.