hotelcollection.comReviews of hotelcollection.com

My husband and I have been trying to cancel our "subscription" with Aroma360 for months, and it has been nothing short of a nightmare. Despite repeated attempts, no one ever responds to any communication. Their customer service number never connects—you sit on hold forever until the call drops. The live chat is always offline, and we've never received a single response to any of our emails. To make things worse, our online account says we don’t have an active subscription, yet we continue to get charged every month with no way to manage or cancel this subscription ourselves. We’ve tried every possible avenue to resolve this—email, phone, chat, social media—but the company just ignores us. We can see that our messages are read on social platforms, but we are never given the courtesy of a reply. This is beyond frustrating—it’s deceptive, unethical, and quite frankly illegal. Aroma360 is effectively taking money without providing a way to opt out, and if this is how they operate, they should be shut down. What they’re doing feels like a scam, and I urge others to beware.

Received the 2 x diffuser I ordered , oil missing and customer service did not respond for a week , they had no interest in helping and / or replacing the missing £90 of oils to use the diffuser . Now have 2 x useless diffusers at £750 in total and no oil , even tried to pay for more oil and website kept crashing , I would avoid this company at all costs

Absolute trash scam of a company! I ordered a studio pro diffuser, the oils kept leaking into the diffuser. Oil would get everywhere. I’d clean it out, make sure the oil container was seated properly. STILL oil everywhere. I contacted customer service, come to find out it was a manufacturers error in the oil bottles. But they refused to replace my diffuser! I bought another because I had so much oil saved up from the subscription. Ended up canceling the subscription and still got charged for months. Kept trying to reach out with no response from them! And some bottles arrived completely busted in the box. Finally after 3 months got ahold of them, they finally canceled the subscription but wouldn’t replace the damaged oils. They told me to return the broken diffuser and they would send me a new one as soon as they received the broken one. I sent the broken one, never received a replacement. Reached out several times with no response again. FINALLY, two months later… I get in touch with them, and they say they will send it right out. All the while through this whole process I keep having a “premier customer service rep” reach out and say they are so sorry for the trouble they want to upgrade me, talk me through this whole “special discount” just to find out it’s a sleazy gimmick to trick me into signing a contract for a 38 month subscription, totaling close to $6k! GTFO! Absolute trash company. DO NOT BUY FROM THEM, YOU WILL REGRET IT

I made a bad decision in ordering from this company. I immediately received a call from them asking me to upgrade to a subscription and I agreed. They sent me a link with a form to complete while they still had me on the phone. I had begun filling in the form when I realized that it was a credit application! When I said I can’t apply for credit because I am closing on a new house soon, this will have to wait until after I close. I said, go ahead and cancel my original order and I will do the subscription in a few weeks. Needless to say, they did not cancel the order and I contacted customer service within a few hours via email and they said it was too late to cancel the order. That’s when I finally came to my senses and realized how sleazy this company is. It scares me that I am so gullible.

Horrible company they said hastle free returns and is not true they refund just a quarter of your money STay away this products doesn’t worth your money

Within two minutes of ordering a home diffuser and scent I received a phone call from a sleezy sales representative trying to manipulate me into a 38 month subscription. I told him I did not want the subscription and I wasn’t falling for this “you won our VIP discount and free upgrade” I asked him to just cancel my order completely and he would not. This kind of behavior will turn away most consumers. I haven’t received my diffuser and scent yet because I just ordered it. For $126 it better be nice because their business practices definitely are not.

Awful company basically running a subscription scam. I bought a gift for my mom for Christmas, and four months later they started charging me $160/mo for a “subscription” because I bought on Black Friday at a discount and, according to the support rep, “all discounts are subscriptions.” Aside from the recurring charge suddenly in my credit card five months after my original purchase, I never heard from this company. What a racket! They said they’d cancel for full refund and I’d need to return the product they already sent me. Annoying process, set at the company level — not something the rep had control over. Anyways, I wouldn’t buy from this company again and would warn others to stay away.

I’ve truly lost faith in Hotel Collection after repeated bad experiences. I spoke to Donovan on April 10, 2025, to cancel an order, and he confirmed it would be canceled. Despite this, the order was still shipped to me. Now I have to go through the hassle of returning something I never wanted—all because the cancellation was never processed. If they make me pay for the shipping label, I'll return the whole order and never give them my business again. This isn’t the first time I’ve had issues. Last year, the process for an exchange took months, and I had hoped things would’ve improved by now. Sadly, they haven’t. The item I’m returning is the Studio Pro Scent Diffuser – Space Gray, which I canceled after learning it differed from my original diffuser. You apparently can't refill the bottles. Donovan acknowledged this during our call, yet the order still went through. At the same time, he was trying to upsell me on a 36-month “VIP membership” in exchange for a “free” diffuser. Hotel Collection’s marketing is flashy, but the follow-through and customer service are terrible. If they can’t get things right from the start, I won’t be trusting them with long-term commitments.