hotelcollection.comReviews of hotelcollection.com

The company is clearly a scam. My diffusers worked for a few weeks and by the time I went through all of the troubleshooting options and finally called customer service, they were past the 90 day warranty. The rep tried to upsell me on a bigger model which I declined-not need to spend good money for more bad products. I told the rep to find a new job as his employer will likely be out of business soon.

I am writing here in the hopes that people will find this actual review of the product and service with Hotel Collection. I want to start off with they do not publish any negative reviews on their website. You'll see there is nothing less than a four star review on their website, even though I posted a negative review of one star. They have also removed their business from Google, so their Google reviews aren't showing up any more. I purchased two studio pros and was incredibly disappointed that the motors in them were broken after less than six months. The first rep I spoke to said this is a known problem and that the studio pro is only meant to run 3-4 hours a day, which is not communicated unless you click on a few sub menus, but even then, it doesn't make it clear how quickly these devices would fail. The second agent said we can upgrade you to the penthouse for free, and I was considering because I do like the scents. My problem was that I had three bottles of scents that were not usable now that the Studio Pro was broken. I was told the only way they would issue a refund for those bottles was if I would sign up for a subscription. I didn't like being told it was a refund only if I signed up for the more expensive diffuser and scents, but was willing to consider it. Where it really fell apart for me was they wanted to do a credit pull in order for me to be eligible for the subscription. Their reasoning is, "We don't want you just to walk away with over $5,000 worth of equipment." After having my credit card stolen, I have a freeze on all of my credit scores and I don't take these off because it is a mission to do so. Hotel Collection was unwilling to compromise and were willing to lose a customer over this crazy credit pull thing. I think in the end I lucked out because this company is just one big red flag. So, enjoy your house smelling nice for six months and then expect to be upsold and have an incredibly disappointing customer service experience.

Subject: Disappointed with Your Service and Tactics Dear Customer Service Team, I am extremely disheartened by the service and tactics I have experienced with your company. I initially ordered a diffuser, which eventually stopped working. You sent me a replacement, and within two months, it also stopped functioning. When I called for another replacement, I was told I would receive a commercial-sized unit for free for the inconvience. I was shocked as the diffuser was > $700. but I thought because of all the inconvience your company was trying to make the best out of the situation. However, during the process, your staff attempted to have me sign a contract with a credit union, charging me $6,000 upfront for infusion refills. This approach felt deceptive and misleading. I advised during that conversation to cancel everything .He did not and now again I recieved a another bill to my Paypal. I filed a dispute. I find your tactics to be sneaky and unethical, and I am not alone in this experience—many of my friends have faced similar issues with your product. Since you requested feedback, this is my honest perspective. I hope you take this into serious consideration and improve your business practices.

Terrible company - lost my order, sent another one which was wrong and items missing. Customer service is the worst I’ve ever experienced. Please avoid at all costs. Wish I would have checked here first.

The absolute WORST COMPANY. Their PRODUCT…..SUCKS!

They lost my order and I haven’t received a refund since November

I cancelled my subscription by calling the folks in customer service. One month later I was billed again. I called immediately before the charges fully posted on my credit card. They told me my account was not canceled and also they couldn’t remove the charges. They have indicated i am now cancelled…. We’ll see in a month. I have to now get a refund once it arrives and I’ll still need to pay the shipping fee. I’m so annoyed.

Would give them zero stars if I could. The product smells like chemicals and they make cancelling nearly impossible. I have now been charged for 6 months of product after my first cancellation request and they refuse to refund me. Never use this product