$55 oil bottle wasn’t even half full. Diffuser makes loud noise when dispersing oil which is not normal. Customer support is nonexistent and they will end the chat with you anytime you mention an issue. Had to dispute the charge with my credit card issuer it was that bad. DO NOT PURCHASE FROM THIS COMPANY THEY ARE A SCAM.
Response from hotelcollection.comOct 16, 2025
Hi SlimShawdy. Thank you for sharing your experience with us. I totally understand the frustration of receiving a half-full scent bottle and having a loud machine.
We’ve recently transitioned to a 30ml scent bottle with an upgraded formula that delivers the same long-lasting scent, while enhancing performance and sustainability. To minimize waste during this transition, we are utilizing our remaining 50ml bottles but filling them with 30ml of our newly formulated fragrance.
Also, we'll be happy to provide assistance in fixing the issue with your diffuser. We've sent a request through Trust Pilot to get additional information so we can take necessary action and come up with a resolution.
We hope this clarifies the confusion, and we appreciate your patience and understanding. We look forward to providing you with a better experience in the future.
AM
Amy
HORRIBLE CUSTOMER SERVICE
HORRIBLE CUSTOMER SERVICE! Won’t let me cancel after they somehow set me up with a subscription! I have tried for weeks!!! Absolutely pathetic!!! Then you can’t even get anyone to speak to you!!! They are such liars
Response from hotelcollection.comOct 15, 2025
Hi Amy! We’re sorry to hear about the difficulties you experienced when trying to reach our team. After reviewing your account, we confirmed that you joined our VIP Oil Program in August 2025. As requested, your plan was approved for cancellation, and a return label was provided for you to send the products back.
We’ve confirmed that the products were successfully returned and received, and your cancellation has been completed. We truly appreciate your time with us and hope to have the opportunity to serve you again in the future!
AS
Alicia S.
Read reviews before buying
Similar to the other reviews the diffusers do not work and there really isn't a return policy. The cost of the return outweighs the cost of the unit. Customer service is very poor.
Response from hotelcollection.comOct 15, 2025
Hi Alicia, thank you for sharing your feedback! We apologize for the inconvenience you've encountered with your diffuser. This is certainly not the kind of experience we strive to provide.
According with our policy, you may return your products, as long as they have not been used or removed from the original packaging, within 30 days of receiving your order, and this may be subject to review. If your return is subject to review, you will receive an email from the Hotel Collection Concierge who will reach out to you and offer different alternatives or a return label.
The cost of the return label will be deducted from your final refund amount, as we do not cover return shipping costs. Once we receive your return, it will be processed, and a refund will be issued within 1-3 business days.
We understand your frustration, and we will share your feedback with our team as we improve customer service. We appreciate your understanding and patience and we hope to provide you with a better experience in the future.
CC
CC
My Experience with Aroma360 / Hotel…
My Experience with Aroma360 / Hotel Collection
I decided to try Aroma360/Hotel Collection after hearing family members rave about their products.
March 28, 2025 – I ordered my first Pro-Pod starter kit online. The list price was $299.95, but I paid $49.95 plus a monthly subscription to “Black Velvet” (list price $54.95 – paid $38.47). With shipping and tax, my total came to $103.37. Before the order shipped, I had to spend time on the phone going over scent options. A bit of a hassle, but okay.
The product arrived: the diffuser looked sleek but felt oversized for my space. The oils came in bottles sealed with a sticky, foam top that usually required scissors or a knife to remove—messy, and I often ended up with oil on my hands. Once set up, I let it run for a day, but the scent coverage was underwhelming. For reference, my house is only 1,047 sq. ft.
April 14, 2025 – I decided to purchase another Pro-Pod starter kit with a subscription refill. Total cost: $109.85. Again, I had to go through the same long phone conversation. This time, they tried to upsell me on a $350/month system for three years—even though I explained I didn’t have HVAC and was preparing to sell my house. They still insisted on following up in June.
April 25, 2025 – Time for my first refill. Instead of an automatic shipment, I got another phone call. Thankfully, the refill did arrive, but the constant back-and-forth was frustrating.
At this point, I had two diffusers in my small house. Coverage improved slightly, but honestly, Glade plug-ins had stronger scent throw. Thinking it might be the oil, I switched to a different fragrance.
May 19, 2025 – My second subscription refill was due, but instead of receiving it automatically, I got another call and text: “Hi, this is Lily from Aroma360/Hotel Collection. Your order needs to be confirmed. Please call back immediately.” The order never arrived.
From then on, it became a cycle: May, June, July, August, September—every month I’d get calls, texts, and long conversations where they pushed expensive systems instead of simply sending the refill I paid for. Despite repeatedly asking them to stop upselling, it never changed.
September 2025 – I finally tried to cancel online, only to find out you can’t. You have to call them. Thankfully, I was firm and didn’t let them pitch me again, so the cancellation went through.
Honest Opinion
Unless you want to have a sales conversation every single month, I’d give them a fake number. Their subscription isn’t automatic—you’re basically required to re-confirm and listen to an upsell each time.
As a candle maker, I can confidently say the oils I purchase from my vendor are stronger, higher quality, and much cheaper. At roughly $1,500 a year, this system is not worth it
Response from hotelcollection.comOct 15, 2025
Thank you for taking the time to share your experience with us. We’re truly sorry to hear that your interactions with our team and your experience with the products did not meet your expectations. Your feedback is very important to us, as it helps us improve both our communication and our service processes.
We understand how frustrating it can feel to spend extra time confirming shipments or discussing options when you were expecting a more streamlined experience. Our goal is always to ensure customers are receiving the right fragrances for their space, but we recognize that the follow-up process can sometimes feel repetitive. We’re currently reviewing our outreach procedures to make them more efficient and customer-friendly.
We also regret that the scent strength and coverage did not deliver the results you hoped for. Our diffusers and oils are designed to provide customizable scent experiences depending on room size and air circulation, but we understand that every home environment is unique.
We appreciate your feedback and the time you spent sharing these details. Our team would be happy to review your past orders and see how we can make things right. If you’d like to discuss this further, we've sent a request asking for additional information, we’ll ensure your concerns are personally addressed.
DS
Don S.
Save your time
Save your time, money, and energy on doing business with this company!! I purchased one of their promotional units which was advertised for “$50” and was then unknowingly enrolled into some subscription program that billed me a total of $180. Customer service if you want to call it that tried to basically force me into this “subscription” and didnt want to issue me a refund. Avoid this company at all cost!!!
Response from hotelcollection.comOct 16, 2025
Hi Don, thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand how frustrating this situation must have been. Our goal is never to cause confusion or inconvenience and we’d love the opportunity to make this right. We've sent a request through Trust Pilot to get additional information, so we can review your account and assist. We appreciate your patience and look forward to having this fix soon!
BB
Barbara Bampi D.
Hotel Collections is a scam
Hotel Collections is a scam. I placed a onetime order, and before I knew it, they automatically withdrew money from my debit card for a one year membership. I immediately called and they refused to refund my money for that membership. I'm still trying to dispute this. Do not purchase anything from this scam of a company!
Response from hotelcollection.comSep 26, 2025
Hi Barbara! Thank you for providing your feedback. We’re truly sorry for the trouble you've experienced with our First Class membership. This is certainly not the kind of experience we aim to deliver. Please know that we’re here to help and turn things around for the better! Our team has successfully escalated your case to one of our supervisors, who conducted a thorough investigation. We appreciate your patience and understanding on this matter, and we hope to provide you with a better experience in the future.
CH
Charlotte
Terrible
Terrible! They sent me a half full bottle and a diffuser that worked for a two weeks. I have emailed multiple times and nothing!!!
Response from hotelcollection.comSep 26, 2025
Thank you for sharing your feedback, Charlotte. We’re truly sorry to hear about your recent experience, as this is not the level of service we strive to provide. After reviewing your case, we’re happy to confirm that a replacement oil has already been sent. And for further assistance with your diffuser, we recommend reaching out to our Technical Support team at [email protected]. We sincerely appreciate your patience and understanding, and we look forward to resolving this for you soon!
RE
Rose E.
THE WORST COMPANY ON THE PLANET
THE WORST COMPANY ON THE PLANET. I have been going back and forth with them since July- to sum up my most recent issue: after dealing with non stop issues I decided to cancel. I shipped my equipment back, they confirmed receipt of the equipment on 9/5, and charged my account 9/8. I am asking for a refund and they say no. Absolutely insane.
Response from hotelcollection.comSep 26, 2025
Hello Rose! Thank you for sharing your feedback. Our team has confirmed that your VIP Oil Program has been fully cancelled. If you need further assistance, please don't hesitate to reach out!
