hotelcollection.comReviews of hotelcollection.com

I recently purchased a diffuser from Hotel Collection, enticed by a significant discount from £300 to £99. However, the original price appears inflated, making the discount misleading. Additionally, the diffuser requires a separate purchase of fragrance oil priced at £58, which is exorbitant. The product itself is non-functional, rendering my £99 investment a waste. Attempts to resolve these issues with customer service have been met with inadequate responses. Overall, I am deeply dissatisfied with the deceptive pricing, high accessory costs, and poor product quality.

The scents are wonderful. Their customer service and machines are terrible. The diffuser broke and I have spent so much time trying to talk with someone from their customer service to get it fixed. For $50 a month they should have immediately replaced my diffuser. Instead I got a complete run-around.

Where do I start? Faulty machines, terrible customer service, refusal of refund or cancelling subscriptions. They take your money and that’s it. Reporting them to the BBB also.

Wow, I wish I would've seen these reviews a long time ago. My children got me my first one for mothers day and the smells are amazing. I was very excited. My excitement quickly faded after my diffuser started leaking and took the finish off my wood. I contacted them then about it and it was past their 30 day return policy so I was stuck with it. I saw that they came out with their new pro-pod system so I gave it another chance. This one doesn't leak on the outside but by the end of the month, half of the bottle of oil was in the bottom of my machine. I had to refill the bottle to use the remaining oil. It continues to leak on the inside. I contacted them again and same thing. Sorry, out of luck. If I cancel I will have to pay for the defective machine so I'm stuck with one more shipment of oil for a machine that doesn't work well at all. There is nothing they can do for me. Terrible customer service. Don't even waste your time on trying this product.

I am livid! I have been a customer and have contacted them several times about my Penthouse diffuser not working. The first rep misrepresented the resolution, and the next one did, too. I wanted to cancel my order because I have oils, and the device had not worked. I was told to return the device, and a replacement would be sent. The rep said that she would suspend the oil subscription. Well, I have been charged for the oil subscription, and they have not sent a replacement device. THIS IS POOR BUSINESS.

Please avoid this company and website. I placed a one-time order, but the system automatically converted it to a subscription. When I contacted customer service, they provided multiple excuses for why they couldn’t cancel it. Oddly, while calling on a Saturday, I was able to make additional purchases, but canceling the subscription wasn’t allowed. On top of that, they charged a delivery fee that wasn’t listed in my purchase confirmation. Very disappointing experience. Lucelia Costa

My diffuser worked for a month and when I complained, I was told that it’s no longer under warranty and I could buy a new one… if I wanted to just buy a new one, I wouldn’t have filed a complaint. The diffusers are garbage!

Their machines leak. It is their MO to send out discount codes that do not work. They will waste your time for an hour when you reach out to them to get any issue resolved. Then they will offer you an option to pay by invoice so they can apply the discount code, like they are doing you a favor. I will not be ordering from them ever again.