hotelcollection.com is listed under Cosmetics & Makeup.
hotelcollection.com (hotelcollection.com) has 636 customer reviews on Five Star Index, with an average rating of 1.1 out of 5.
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Lorna
2024/2025 Hotel collections ranks #1 as the worst customer service. I returned 3 orders (pods) exchange for regular since after buying 2 diffusers they stopped working. Numerous emails asking for status and no response. $400+ of merchandise and nothing.
Response from hotelcollection.comJun 19, 2025
Hi Lorna, we are sending you a request for more information. We need more information in order to identify your account so we can rectify the situation
Hayls
On June 5, I placed an order with Hotel Collection, during the checkout process, I was presented with an offer for a "mystery gift," which was clearly advertised as a product. However, after completing my order, I received a $50 voucher with an expiration date instead of a physical product. I reached out to Hotel Collection to address this discrepancy, highlighting that their advertisement indicated I would receive a tangible product rather than a voucher. Unfortunately, they refused to refund the amount spent on the "mystery gift." On June 14, I attempted to resolve the issue once more, but the company reiterated their stance, stating they would not issue a refund despite the misleading nature of their advertising. Hotel Collection/ Aroma 360 reflects a serious issue of false advertising and poor customer service. I have filed a complaint with the BBB for their business practices.
Response from hotelcollection.comJun 20, 2025
We are sorry for your experience. However a $50 voucher allows you to choose a product of your choice from the website (with certain limitations). We will send you a request for more information so we can identify your account. IF your preference is a refund we can handle that for you assuming the voucher has not been used.
Aysha G.
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?
Response from hotelcollection.comJun 16, 2025
A Refund email should have been sent to you a few moments ago confirming the refund was completed and the dollar amount being sent back to your card. Good Afternoon. Unfortunately we as a company do not have any control over what customs charges in different countries outside of the USA. However we are actively getting set up with a distribution center in the UK so we can better serve our UK clients in a more affordable manner. We do see that you did try to contact our tech support team about the remote issue you are having. We will have one of our team members reach out to you asap to resolve the issue you are having with the remote. The quality of our products are a top priority. We apologize for the delay in getting back to you.
Kenneth
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.
Ann
They take a long time to ship the product and when it arrived the scents were liquefying. But the diffusers are very nice. And they replaced the scent that spilled.
Response from hotelcollection.comJun 20, 2025
We are glad to hear you are happy with our Diffuser, thank you. If you have an issue with any of the oils that are shipped please contact us. The quality and consistency of our oils should not change. They may only be affected by extreme temperature changes,
EM
Smells awful (each one has a smilier smell, even though they are differently named)... so thick.
Response from hotelcollection.comJun 2, 2025
Sorry you did not like the scent that you chose. We do have over 100 scents that are all very different in smell and we can arrange to get samples sent out. Yes the consistency of the oils may seem thick. They are designed specifically to work with our diffusers.
Buckpole
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.
Amanda
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.
Response from hotelcollection.comMay 30, 2025
Hi Amanda, I apologize the for the inconvenience. We DO NOT share any date with any 3rd parties. Our customers data and privacy is extremely important to us. I will send you a message to get more information on what happened
