hotelcollection.com Reviews | Read Customer Reviews of hotelcollection.com

hotelcollection.com Reviews | Read Customer Reviews of hotelcollection.com

hotelcollection.com reviews

636 approved reviews, newest moderated first

Carla
Aug 9, 2025
Ordered the starter kit which clearly…
Ordered the starter kit which clearly states one pro pod included on their website. I have spoken to a customer service agent twice on the online chat and been given the same answer it doesn’t come with one. Why does the website allow you to select the fragrance? Why does the advertisement state starter kit and what it includes if all I have received is the diffuser how is this a “starter kit” I requested who I was able to escalate my concerns to within the team as I was not happy with the response. I was made to feel like I had been done a favour that I had been sent a returns label for free when I in fact paid for delivery and also did not receive a starter kit as advertised. I was also informed by the agent that their pro pods had sold out and I am now wondering as to whether this is the reason my order wasn’t fulfilled correctly and as advertised. I will be escalating my concerns surrounding misleading and false advertisement. And after reading the reviews it is clear I am not the only person who has had this happen to them and the response they have received is that the starter kit does in fact come with a pro pod as stated and they have been given the wrong information by customer service and will be sent one. The team clearly do not have the same messages or look at what it states on their website if I wanted a diffuser I would not have placed an order for a starter kit.
Response from hotelcollection.comAug 11, 2025
Hello Carla! Thank you for sharing your experience with us. We’re truly sorry for the confusion and frustration with your starter kit order, and we understand how disappointing this must have been. Our goal is always to provide clear communication and a smooth experience, and we regret that this wasn’t the case for you. We’ve reached out through Trustpilot to gather your account details so we can review your order and make things right. We look forward to resolving this quickly and restoring your confidence in us!
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D. L.
Aug 7, 2025
I have moved and can’t get into my…
I have moved and can’t get into my account to change my address or subscription, despite repeated attempts on the site and emails to customer service. I see they are responding here. I will be contacting my credit card company and instructing them to withhold or deny payment to your company. I’ve been attempting to get into my account to change my subscription and have had no success. If it is sent, it will go to the wrong address and I will not pay for something I don’t receive. And it’s so fishy I can’t get a “forgot password” link sent to reset my password after multiple attempts. I’ve checked my junk mail and have also emailed them directly at support with no reply.
Response from hotelcollection.comAug 11, 2025
Hi D. Lind! We appreciate you taking the time to share your experience with us. We sincerely apologize for the inconvenience you have experienced with your address. This is not the kind of service we aim to provide. Our team is dedicated to providing top-notch service, and we want to make sure that your concerns will be resolved. We are looking into the situation and asking for additional information through Trustpilot so we can solve this for you. We appreciate your patience and understanding on this matter. We look forward to providing you with better experience moving forward!
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Robert Owens I.
Aug 5, 2025
Worst experience ever
Worst experience ever. I paid for a paper weight. DO NOT USE
Response from hotelcollection.comAug 6, 2025
Hello Robert, Thank you for taking the time to share your feedback with us. We’re sorry to hear about the difficulties you’ve encountered with your diffuser, and we understand how disappointing it can be when things don’t work as expected. After reviewing your order, we found that the oils you purchased separately from our website are not compatible with your diffuser model. This appears to be the reason the unit is not functioning properly in terms of scent dispersion. To help resolve this, a member of our team has already reached out to offer an exchange for oils that are better suited for your device. We truly appreciate your understanding and look forward to helping you get the most out of your diffusing experience. Warm regards,
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michell J.
Aug 4, 2025
Horrible
Horrible, horrible, horrible. Don't do it! You will get leaky bottles and they will resend, if they actually respond to the online chat and those will be half empty too and good luck getting a response!!! UNETHICAL COMPANY!!!
Response from hotelcollection.comAug 6, 2025
Hi Michelle! Thank you for sharing your feedback. We’re truly sorry for the trouble you've experienced with your order. This is certainly not the kind of service we aim to provide. Please know that we understand your frustration and that your feedback has been shared with our team as we continuously work to improve our products and services. We have investigated the situation, and our team was able to process a refund for your order. We appreciate your patience and understanding on this matter, and we value your support and hope to have the opportunity to provide you with a better experience in the future.
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Kent C.
Aug 3, 2025
Hotel Collection Sucks. DO NOT BUY.
I bought this diffuser hoping for a high-end experience—but instead got oil leaked all over the internal mechanism—rendering it completely unusable. I used it exactly as instructed, yet oil pooled inside the housing, indicating serious manufacturing or design failure. I emailed customer service twice, including detailed photos and descriptions—and received no response at all. They promise you the world the moment you order. After you order, there is zero support. On top of that, I believe that Hotel Collection and AromaTech (also referred to as Aroma360 or Scentiment) are owned by the same company. This means the diffuser, oils, and warranty support are likely managed by the same parent company—even though they market under different names. Don’t fall for the branding differences. Failing build quality, no support, and misleading corporate structure. DO NOT BUY. DO NOT RECOMMEND. They are a total joke.
Response from hotelcollection.comAug 6, 2025
Thank you for sharing your experience with us, Kent. We sincerely apologize for the frustration you’ve encountered with your diffuser. This is certainly not the experience we want for our customers. Please know that we understand your frustration and that we’re here to help and make things right. Our team has reached out to you via email with a resolution regarding the situation. We value your support and hope to have the opportunity to provide you with a better experience in the future. We appreciate your patience and understanding!
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Elaine M.
Jul 30, 2025
Cancel subscription refill for future…
Cancel subscription refill for future orders does not work. Refill +shipping =$100. Very expensive, shipping not included for a small expensive bottle. Oil always comes spilled losing quarter of the bottle. No replacement after sending photos and complaints. If customer service and quality not reliable. How reliable and safe is it for us to breathe in?! Bought two starter kit due to scent smells nice. But poor customer service and sales rep calling frequently with leaky packaging, with added difficulty of cancel subscription button not working with high pricing. Does not seem reliable to continue.
Response from hotelcollection.comAug 6, 2025
Hi Elaine, Thank you for taking the time to share your feedback. We’re truly sorry to hear about the challenges you experienced with both our product and customer service. This is certainly not the experience we want for our customers. We’ve gone ahead and processed the cancellation of your subscription, and we sincerely apologize for the inconvenience caused by the cancellation process, shipping issues, and the difficulty in getting support. Your concerns about product quality and reliability have been shared with our internal teams for review, as we take them very seriously, especially when it comes to customer safety and satisfaction. If you ever choose to give us another try, we’d love the opportunity to make things right with a solution that better fits your needs! Warm regards,
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Jennifer G.
Jul 28, 2025
My experience
I ordered the “starter kit” diffuser & pro pod, which was supposed to have a pro pod included, that I did pick. I received my order today & only received the diffuser. It is inoperable without the oil. I contacted customer support & they informed that the starter kit does not include a pro pod (oil) without a subscription. Their website says differently though. Save your money. DO NOT BUY FROM HOTEL COLLECTION! Too expensive & cannot use Edit 8/6/25: The Hotel Collection customer service reached out to me via email to inform me that they did make the mistake & sent me the scent I had ordered originally. They apologized and made the transaction right. To that customer service representative, David, Thank you. I give him 5 stars. I revised my 1 star to 3 because of the emailing customer service rep.
Response from hotelcollection.comJul 29, 2025
Thank you for sharing your feedback, Jennifer. We’re truly sorry to hear about your recent experience. You are absolutely right, the starter kit does include a scent of your choice, and we apologize for the incorrect information you were given. Your feedback is important to us, and we’d appreciate the opportunity to make this right by sending you the scent you originally selected. We’ve reached out through Trust Pilot requesting a bit more information so we can resolve this as quickly as possible. We truly appreciate your support and look forward to the opportunity to serve you better.
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Shadi B.
Jul 26, 2025
the worst company and product
the worst company and product, I received the item not working, and the replacement item is also missing parts and not working, the customer service is useless, don't waste your money and buy this product.
Response from hotelcollection.comJul 29, 2025
Hi Shadi! Thank you for sharing your feedback. We’re truly sorry for the trouble you've experienced with your diffuser. This is certainly not the kind of service we aim to provide. After doing some investigation, there's already a replacement created for your defective machine and it's currently on it's way to you. We appreciate your patience and understanding on this matter and please feel free to reach out in case you need further assitance!
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