hotelcollection.comReviews of hotelcollection.com

If I could give a negative review I would. I order the products and they make you sign up for a membership. With tiny wording that you are not able to cancel if you try to cancel they will bill you the membership as a cancelation fee no matter what. After I placed the order I received 6 different phone calls stating I needed to talk to them before my items shipped, so I called back and they tried to upsell me a $1,600 home system and stated that what I ordered will not work for my home. So I asked to cancel the entire order place (over $400), and they sent me to the customer service black hole where I waited on hold for 3 hours and never got to speak with anyone.

Doesn't allow you to skip delivery or cancel subscription. They don't answer on live chat or email.

In December 2024, I entered into a contract with Hotel Collection / Aroma360. From the start, I faced persistent issues with customer service. Despite this, I purchased a diffuser and an oil subscription. By July 2025, the diffuser stopped working, and multiple emails requesting assistance went unanswered. Oil deliveries also stopped without notice. After repeated nonresponses, I decided to cancel the contract. I contacted Universal Account Servicing LLC, who advised that only the merchant could process cancellations. When a company representative finally called, I was told the contract could not be canceled despite ongoing issues. When I later spoke with a supervisor, he refused to terminate the agreement, claiming I was past the 30-day cancellation window. This company operates deceptively and behaves like a scam, trapping customers in contracts while failing to provide products or support.

I ordered two pro pod scents on October 21. I was advised that if I do the three day trial for $99.95 that I had three days to try or I can cancel or if I didn’t like the scents they would replace them with something else that I like. Also on the 21st. I spoke with a representative about getting some samples for future orders. I was advised that they were out of the spray bottle free trials that she would send me the ones that you pull out on paper and she will send me seven of those of their most popular scents . I only received one scent, and that was on 28th of October. I called today on Oct 29th to inquire about my three day trial and why did they bill my credit card on the 24th before I even receive the product and I advised them that I only receive one free sample. I told them that I did not like the scents of the ones that I purchased and that I would like to exchange them . the first representative that I spoke to asked me what I would like to replace it with so I advised her which scents that I wanted then all of a sudden she says oh my system is working, but it won’t allow me to send them out. I said they doesn’t even make sense so I asked to speak to a supervisor then the phone she went ghost on me never said nothing else just held the phone. I could hear people in the background talking she wouldn’t allow me to speak to a supervisor and hung up. I Call right back got a guy named Landon on the phone. He sent me to another customer service representative and I told her I wasn’t able to get on my three day trial because I didn’t receive the scents until after y’all bill my account for $99. 95 and I told her that I would like to get the scents replaced cause I didn’t like them and she asked me did I open them. I said yeah I opened them. How else was I gonna know how they smelled . She stated since you open them we can’t replace them and I should gotten samples first . I told her first of all your advertisement and your representative told me that I had three days to try them during my three day trial so how was I gonna tryout the scents that I I didn’t get until Oct 27th. Then she had the audacity to tell me that the three day trial started from the October 21 through October 24 and y’all bill me $99.95 on the 24th and I didn’t receive the product until the 27th. She told me the three day trial was up on the 24th so I guess I was supposed to smell them while they was in transit and I told her no ma’am the three day trial supposed to start once I receive your product and she kept telling me she was sorry that she could not replace my them and about their company policy I said well your company policy is ambiguous and y’all lied and they charged my credit card 99.95 before I even got the product. so I advise anybody to be aware of this company its a scam you can’t understand what the people are saying. They will bill your account and renege on the advertisement that they show on the website is all the fraud . I won’t buy anything else for them do not trust this company and I’m really thinking about seeking legal action against them for their ambiguous words and refusing to let me speak to a supervisor. Once you sign up for any of the subscriptions, it’s all over with because they gonna charge your account and then you’re gonna be fighting like hell to get your product. Also, one of my pro pods came with a stem, and the other one didn’t. I had to contact my credit card company to dispute because I did not get what I was told. I was going to get just letting you know I’ll be where it is company don’t buy anything from them or are they gonna miss your account completely up and you’re not gonna get what you asked for.

Its unfortunate this company has terrible customer service and policies in place. I ordered several refills for diffusers I had purchased only to experience the scents had no smell to them. Once the bottles are opened, you cannot return for a refund. BUYER BEWARE, terrible quality control and horrible refund policy. There is other companies out there with better products

Sent the shipment even though I told them to cancel it. Now they are saying I need to pay for shipping to return it. Fraud company.

I paid over £200 and have not received the diffusers and it has been two weeks.

I had ordered a hotel diffuser. When it came the first time, it did not work, so they sent me a new one and I returned the original one. The second one came with a remote with a timer which I loved because I forget to turn things off occasionally. After about one year, I could not get the remote to work with the unit, I changed the battery thinking that was the problem, I turned on the unit by plugging it in and the unit itself worked so I thought I needed a new remote. They sent me a new remote at no charge and when it arrived it was the wrong one. When I called the company to tell them I received the wrong remote, they told me the remote that had the timer was not compatible with the diffuser I have. That’s funny, it worked with the unit for a year. They then told me that it was out of warranty anyway but they offered me a 40% discount on a new one. No thanks. Poor customer service. I’ll look into another diffuser as there are several others on the market