hotelcollection.comReviews of hotelcollection.com

Terrible Website. Terrible Service. Orders Don't get filled. Charge you right away. Scam Scam Scam. Don't respond to emails ....

I finally got together with Hotel Collection and explained my situation and how unhappy I was. My contact person was Zyrille. To my surprise, she was quick and efficient and got me info on one order that had finally shipped and informed me of the other order that had items that were severely delayed. She gave me options of waiting until all items were available; split the order and receive what was ready to ship or cancel for a full refund. I opted to fully cancel and the full refund was expedited. I thank Zyrille for her professional and speedy handling of my issue. I still feel that this company needs to do a better job of informing their customers of purchase and shipping status going forward, thus the three star rating.

Not a fan of the fragrance at all

Literally the worst customer service I have ever experienced. They do no respond to emails, do not respond to scheduled calls and do not answer phone calls inbound.

First off, this company has amazing scents. Does not smell cheap or plasticky like store bought brands or air sprays. BUT. The scent pro diffuser stopped working properly within 3 months. Oil began to leak and drip, and no longer can you smell anything despite new bottle, or following their online suggestion to run the diffuser with alcohol in an old empty bottle. The mess and the time wasted cleaning up, calling and being given the run around was absolutely not how I want to experience this company. Chat- left message. No response. Emailed- no reply. Found the phone number from Florida that called me after my initial order, (to “offer an exclusive VIP promotion since I’m ordering a bundle”, such promotion is always running, depending on your home size it’ll run you about $4k for a unit and oils every quarter). Florida rep tells me nothing he can do it’s not his department to troubleshoot but product, but that it is past its warranty of 90 days (where is the confidence in their own product with a 90 days warranty?) and that hold let him speak to his manager. Comes back highly apologetic just to try to upsell me on the same gimmick about the VIP promotion so that machine won’t give me problems. Why would I want to invest $4,000+ to a company that doesn’t respond, doesn’t troubleshoot, doesn’t send out items in a timely manner (initial order took a month to arrive), has their employees rote recite promotions instead of offer solutions? Even the tech that I got routed to, repeated the same VIP offer. Just wanted to bang my head against the wall at this point. Save your time and money. Hotel collection- do better. Please forward to your company if they even are concerned besides making money- stop the gimmicks. Create quality product that a sales rep doesn’t have to rote repeat trained scripts and provide no solid customer service support that’s caused by a faulty product that your consumers paid for. A resolution today, if the company truly was so concerned, was to provide a replacement with an extended warranty as an act of faith restoration that my money was worth investing into this company, despite the runaround. An investment into ME as your customer, would have been to provide the so called 36 month “better unit” at no cost, but instead, you chose to use the opportunity to sell me the same gimmick I heard when I first purchased with you guys.

Product Quality and Customer Support Update: customer service had agreed to send a replacement and honor their product! I am very pleased to say we have resolved this issue, favorably. Original: I am deeply disappointed with the quality of the products and the lack of response from customer support. I previously owned two Studio diffusers, both of which broke, and now my Villa diffuser has also malfunctioned. After troubleshooting with technical support, I was referred to customer service to request a replacement unit, but they refused to replace the broken diffuser or offer a repair option. For a product as expensive as the Villa diffuser, I would expect much better support and resolution when issues arise. I am part of the monthly subscription program and genuinely enjoyed the scents when the products were working. The fragrances brought such a wonderful experience to my home, and I miss that. Unfortunately, despite being a loyal customer, the company only supports a 90-day warranty, and all three of my diffusers have broken—one within the 90 days, which they replaced, but they refused to address the other two beyond pushing me to purchase a new unit at a promotional price. This is an unacceptable resolution for such high-end products. I had hoped for better service and product reliability, but after multiple faulty diffusers and lackluster customer support, I cannot recommend these products anymore.

Two stars because it is a great idea in theory, and it was nice while the product worked (2-3 months). However, after reading other reviews, I can agree with the majority of comments posted. After using our second oil refill, something went awry and the bottle leaked inside the machine leaking out about 1/2 the oil. I cleaned that mess up and put in another one, confirmed it was secured in the machine correctly and again, weeks later, total leakage. I contacted Hotel Collection support via chat and after over an hour of communication, came to the realization that there was no help coming. Customer service was responsive at first and after about 15 minutes started dragging in their responses. Ultimately, they offered me a discounted diffuser which I declined because I did not want to throw more money into the money pit. My machine was just out of warranty (90 days is the warranty coverage...pretty weak for such and expensive, "quality" product). I will also confirm that it was extremely difficult to cancel the subscription; they kept sending refills after a request for cancellation. Definitely would not recommend this product/company. It is a shame because I really love the idea of it.

This company is a total scam. First of all, their product DOES NOT WORK! Once they have your credit card, they will continue to charge it and send you products even after you cancel your account. I sent MULTIPLE cancellations for all orders and demanded a refund. Demand everything in writing, they just keep billing. I had to turn them in to the Attorney General's office. And the better business bureau, stay away from these scammers!!!