hotelcollection.comReviews of hotelcollection.com

Had to pay £45 at customs charge even though the order value was less than £135. Received it and realised the remote wasn’t working. I put in new battery’s but it still didn’t work. Contacted customer service right away but no reply. Have contacted them twice since and it’s been over a week yet still waiting for a reply. Waste of time and money and is a scam DO NOT PURCHASE!! Update - I was called by their customer services on the 17th June 2025 after claiming for a charge back from my bank. I explained the fault and I was advised that I would be receiving a full refund within 10 days. Can you send me an email confirmation of this refund request please?

HORRIBLE A W A S T E of me ! Do not purchase !!! The very first one I purchased it and it worked very well. After 9 months it stop working ! I purchased a 2nd one 4 months later they changed the diffuser , made cheaper and it leaked oil! There are no techs in IL , did trouble shooting. They only offer a 3 month warranty because that’s about how long it’s going to work for. Very sad not reliable in their product and poor customer service. The diffuser is a lemon ! Sad ! That is why you’re able to purchase them now for 50 dollars.

Smells awful (each one has a smilier smell, even though they are differently named)... so thick.

Product is not pet friendly dog got sick from scent. Somehow they signed me up for their monthly replacement program. Has been a nightmare trying to cancel they give me a credit than turn around and recharge me. Can't understand cust. Service representative. Stay far away from this nightmare, being overwhelmed with spam.

Immediately upon ordering from this website, I got dozens of spam texts and calls of people claiming to be Hotel Collection. The company refused to answer my emails when attempting to cancel and refused to acknowledge the breach of my data.

I have had more apologies (8) from this company than I've had good service. It has been one issue to another. If you are based in the UK please stay away from this company. I received the model about 3 weeks ago and I have another week to wait until it can be used as they didn't send a UK adapter. Then there was an issue where they kept closing tickets without dealing with the issue. I received an oil where some spilled and I let them know over Instagram message and they completely ignored it. When I ask for a complaints department all I get is "your concern and feedback has been forwarded to the team" just consistent lip service without decent service.

The diffusers are useless. I have purchased better units from amazon for less than $25. And the candles are a fire hazard. We had one lit for a few hours when suddenly the melted wax caught on fire. Flames were shooting several inches above the candle. After getting it out and moving it outside it reignited. My husband threw ice cubes in it to finally put it out. And yeah there was no scent from the candle. Stick to the real candle store BBW for great house scents.

I had to replace my first device (wireless pro) within 6 months due to it leaking oil everywhere and not diffusing. They would not send a replacement just offered a discount. The motor on the second one died within 8 months. Again no refund or replacement just offered a few bucks off of a new one. It’s a sub par device, poor customer service, and a total scam.