hotelcollection.comReviews of hotelcollection.com

Order made on 4th May. Still hasn't arrived on 4th July. No reply from emails, the customer service agents on live chat keep ending the conversation so no-one is willing to help resolve my issue. I cannot cancel my subscription as the only way you can cancel is by calling a US number which isn't possible as I am in the UK. Absolute SCAM, do not buy!! I am now £100 out of pocket with another £85 subscription pending for August! Worst company I have ever experienced.

I want to return the defuser I bought and on the website it states I have to contact the support email which I have but they simply don’t reply. There is no option to print out the return label.

Order number HC1761401 I ordered a diffuser plus subscription back in April 2025. It did not arrive. Apparently it was sent by Evri courier service but slipped through their postal service and was delivered by Royal Mail. I had to pay the additional postage to receive. The diffuser came with US plug and was not compatible with the Uk. Emails were initially responsive but nearly 3 months on they are non exsistent. I cannot cancel my Subscription as I cannot contact anyone and my emails are being ignored. I have included my order number in the hope that someone can have the decency to contact me and resolve the problem. Their customer service is absolutely terrible.!

They will not return my emails with any updates that they’re claiming they will give. Their contract is a contract that you are locked into PERIOD. There is no way out. I’ve had the machine for a few years and noticed my dog had developed a lung issue from it. So no. It is not dog safe. Breathing in that junk isn’t good for anyone period. Avoid buying them at all cost. You will save yourself $ and a huge headache!

I ordered and paid in full for a candle plus a $15 "Mystery Item" represented by a box icon with a question mark in it. I received the candle, but the “Mystery Item" was not in the box. I went to the Shop app I’d purchased through, clicked the "Contact" link, and discovered that it didn't go anywhere: it is a “no reply” email address (and accordingly, I got no reply). I finally reached them through chat on their website. They claimed that the "Mystery Item" is a $50 e-gift card they sent me via email. I was astounded; I expected to get an additional item in my box with an approximate value of $15! No customer would think that an "e-gift card" that requires them to shop further on a company's site (essentially A COUPON) is an "item" that they should pay $15 for! Hotel Collection refused to refund my money, and refused to let me speak with a manager. In order to get any part of my money’s worth, I had to purchase another candle using the "e-gift card," and then pay over $12 in shipping and tax for Hotel Collection to send it to me. Needless to say, this is NOT what I paid the initial $15 for. It is a classic "bait and switch" deceptive sales technique: they promise to sell a customer something at a low price, then switch it to an inferior product that requires the customer to spend more money. This company is duping customers and should not be allowed to operate in this way. I’d give it 0 stars if I could. I hope other customers will read this and steer clear so they do not lose money like I did.

If I could give a zero star I would do. I have had my pro pod for just short of 4 months. It does not work now. Spilling out oil from the scent bottle. I reached out to Janine who very helpful tried to explain how to trigger start it, after no avail,I then reached out to Jason A who told me that the pod diffuser was out of warranty and I would be able to buy another one for £75.I now have scent pods that wont work in the diffuser and a diffuser that wont work. I wont be ordering from this company again.

This company is deeply misleading — avoid at all costs, especially if you’re in the UK. I placed an order through what looked like a UK-specific site (hotelcollectionofficial.uk) which claimed I’d been “redirected to their British store.” That gave me full confidence that prices included VAT and there would be no unexpected fees. The offer included a “free diffuser” — which turned out to be anything but free. It was tied to a hidden subscription that was not made clear at checkout. I cancelled via email (as UK law allows), but they’ve ignored my cancellation request and never responded. To make matters worse, I then received a £94.75 customs charge from Royal Mail. That’s nearly the value of the order itself. They clearly declared the full retail value of items I got discounted or “free,” just to push the customs fee onto me — instead of collecting VAT properly at checkout like reputable retailers do. I’ve now had to send a formal warning under UK consumer law and am prepared to raise a chargeback and report them to Trading Standards if they bill me again. Dodgy tactics, no support, and zero transparency. This is a subscription trap hiding behind fake UK branding. Don’t fall for it.

We order three diffusers for our clinic. Only received two. We were in constant communication, that we wanted to cancel the subscription until this was resolved, had several phone calls, emails, and texts stating this. They continued to charge the card. The one diffuser doesn't even work , no scent does from it. They never rectified the missing diffuser. Also purchased a mystery ITEM, to which later they scent a $50 gift card, how is that an item. The customer service is ABSOLUTELY TERRIBLE. Save yourself the hassle and AVOID!!!!!!!!