they won't refund, won't call back, total SCAMMMMMMMMMMMM.
Response from hotelcollection.comOct 17, 2025
Hi Nick, thank you for your feedback! We're sorry to hear that you encountered some problems with your refund request. We understand the inconvenience and frustration that this situation has brought you.
Please know that we're here to make things right and take action. After doing some investigation, our team was able to successfully process your refund request, and an email confirmation was sent to you with the details.
We appreciate your patience and understanding on this matter. We look forward to providing you with a better experience in the future. If there's anything else we can assist you with, please don't hesitate to reach out!
CO
CJ O.
Stay away!!
My advice would be to stay well away. The product will break and like the other reviewer says the customer service is horrendous. I purchased 8 units, 4 broke and when I let them know, because it was after the 90 day warranty, I was told I could purchase them again to replace the broken ones. Not thanks. Stay away.
Response from hotelcollection.comOct 23, 2025
Hi CJ, thank you for sharing your feedback. We’re very sorry to hear about the trouble you encountered with your units and the inconvenience it caused. Your satisfaction means a great deal to us, and we’re always here to assist with any issues that may arise. Our team has reached out and we're currently working on finding an amicable solution for you! We hope we're able to improve your overall experience!
ER
Ellen R.
I’m not writing this review because I…
I’m not writing this review because I have the product. I am writing this review because most people with cats might not be aware but essential oils are deadly to cats. Google it. I’m just writing this to save someone an unhappy experience of God forbid. They lost their cats for using anything with the central oils in it in their home.
Response from hotelcollection.comOct 17, 2025
Hi Ellen, thank you for sharing your concern and helping raise awareness about pet safety. We completely understand how important our furry friends are, and we appreciate you bringing this up. Since our units use cold air diffusion technology, there is no residue left behind, and scenting with our products is safe to use around equipment, art, and pets. Please know that our team is always here to provide any additional information or assistance if needed. We value your feedback and look forward to serving you in the future.
BR
Brenda Roark- R.
Don't do it!
When I first was contacted about this company, it sounded great. I own a business, and I truly want someone to walk in and comment how nice it smells.
The lady lied about the terms of the contract. I asked if I could pay for the diffuser outright, so that way I would not have to pay interest And she said, there was no interest.
The diffuser continually breaks.
Customer service is absolutely atrocious with wait times over an hour.
I had one good interaction, one time, out of the many times i've had to call for help with fixing my diffuser.
Please don't waste your time and money on this product.
IC
Iain C.
I honestly think they are a scam
I honestly think they are a scam. Non existent customer service over just keep taking your money. Avoid!
Response from hotelcollection.comOct 22, 2025
Hi lain, we’re sorry to hear that you feel this way and regret any inconvenience you’ve experienced. We truly care about our customers and are always available to provide support or clarify any concerns. We've sent you a request through Trust Pilot to get your account information so we can review your situation and help resolve it promptly. Thank you for taking the time to share your feedback, and we look forward to serving you again with a much improved experience.
MH
Mike H.
Don’t touch these thieves
Don’t touch these thieves. They claim in their reply to have refunded. They have. IN PART. They have kept over £110 of my money and also claim they issued the goods and when I asked for tracking they then suddenly decided they couldn’t find it and issued a partial refund. They never ever sent anything. It was 7 weeks after that I got a refund. As I say still £110 out of pocket and having to deal with these thieves via section 75 credit card refund.
Response from hotelcollection.comOct 22, 2025
Hi Mike, thank you for sharing your feedback. We're truly sorry for the issue you had with your order and understand your concerns. We want to assure you that our team has already processed your refund. As previously communicated, the First Class Membership and Mystery Item are nonrefundable. Our team is always here to assist should you have any additional questions or need further support. We appreciate your patience and look forward to serving you again with a more positive experience.
MD
Mama D.
I originally just wanted to buy a…
I originally just wanted to buy a diffuser. I had heard that the hotel collection scents were great, so I went online to try to buy one. I subsequently got probably at least 10 calls from different individual people trying to market me the hotel Collection. One lady Was nice, and was a very good sales person. She signed me up for their package on their large diffuser, and a smaller diffuser to the tune of $226 a month for three years. I thought that was a little steep, but because it included all the oils, I wasn’t opposed to it at the time. Once I receive the diffuser, it was loud, very difficult to use, and we decided it wasn’t for us. I reached out to her, never got a response, went on my account and sent a request, never got a response. Went on the chat on their website, never got a response. Finally I called, and the gentleman I talked to tried to talk me into an additional 30 day grace period to try it. I declined, and he sent me two FedEx labels. ultimately, everything was canceled, however, I got a statement in the mail from a credit union out of virginia and apparently they signed me up for an account without my knowledge. This is just been a huge ordeal to try to get these accounts closed, and I feel like they have very scamming and high-pressure sales people. I would not recommend this company.
Response from hotelcollection.comNov 4, 2025
Hi Mama Diva, thank you for taking the time to share your experience. We’re truly sorry to hear about the difficulties you encountered and understand how frustrating this must have been. This is not the type of experience we want any of our customers to have, and we sincerely apologize for the inconvenience caused.
We've sent a request through Trust Pilot so we can further assist. We truly value your feedback and it will be shared with our team for review. We look forward to providing you with a much better experience in the future!
JO
Joe
Ghosted me and stole from me
Worst customer service ever! Be warned; company will GHOST YOU! I tried to cancel my First Class membership via email and once I did, everyone at the company stopped responding. I've been emailing once per day for over a week and if you call, you'll remain in queue forever...nobody will answer. I tried to return my order, but I've been ghosted. They've essentially stolen from me.
Response from hotelcollection.comNov 4, 2025
Hi Joe. Thank you for sharing your experience with us. We're sorry to hear that you're having some issues with our customer service regarding your First Class membership. This is certainly not the experience we want you to have, and we understand your frustration.
Please know that we're here to help and make things right. We've sent a request through TrustPilot for additional information so we can do further investigation to resolve this situation.
We appreciate your patience and understanding on this matter and hope to have the opportunity to provide you with a better experience in the future.
