hotelcollection.comReviews of hotelcollection.com

Not possible to update shipping address because the website simply doesn’t work. The window that opens is completely blank. I tried Chrome, Internet Explorer, and mobile, so it’s clearly not just a browser issue. I then contacted customer service through the chat, only to be transferred and left waiting for over 12 minutes with no one joining the conversation. It shouldn’t be this difficult to simply update a shipping address. The website needs to be fixed, and customer service needs to be much more responsive. Very disappointing experience. -> Cancelling subscription.

This is what I sent the company today: >>>>>>>>>>>>>>>>>>>>>>>>>>> There are so many troubleshooting and customer service weaknesses that it makes it incredibly frustrating for customers to remain loyal to your business. I am unable to swap my oil to another 500mL product. The web portal only offers small bottles. I am a Presidential Diffuser customer and have been without oil since June. I have tried "send now" through my subscription in my account several times since without success. I have emailed, used the online contact form, and chatted without help for weeks until today. How is it that no one has emailed me back or called regarding this issue? Today via chat I was finally informed after speaking to 2 different humans and repeated Zenbots, that my Dream Oil is out of stock and I need to swap to another oil via my portal. I have never been able to swap to abother 500ml oil via the subscription edit in my portal and today is no different. I subscribed with my Presidential diffuser purchased so long ago that my price is fixed at $107/500mL bottle. In order to actually receive another 500mL bottle, I have to purchase at the new price of $137. This obviously is poor customer service, poor web portal options, and you've been losing my business because of it. I have been desperately trying to give you my money at the exorbitant amount of $107 a bottle and I've now almost missed 3 bottles. I'll have to clean my diffuser with alcohol since it's clogged without use in this time. 1) fix the portal to swap products to other 500mL bottles 2) respond to contact from customers within 5 business days for initial contact and within 36 hours during active troubleshooting and customer service issues. 3) train chat agents to access customer's accounts to resolve the issues for them rather than redirecting them back to the same issue they're having 4) update online contact form: it is very clumsy and doesn't always get you to the next set of options 5) provide the superior customer service promised to Presidential diffuser customers. I have only received fast and personalized service twice out of countless times contacting customer service. 6) truly fix the price for Presidential subscribers as promised 7) work with the Outlook email provider to resolve the screening of your emails. It took me months to figure this out (using the standard filter- not even the more advanced setting) and switch my email address associated with my account to a Gmail account in order to receive verification codes and all other communications from HotelCollection / Aroma 360 8) allow access to update credit cards in the online account without having to use an emailed link 9) The Presidential Diffuser could use some updating for simpler use 10) The ScentArea app for the diffuser could use an absolute overhaul for easier navigation and personalization: ask RoboRock how they do it. The user interface is wildly archaic. You got the oils and marketing done right though, so there's that, haha!

I strongly recommend avoiding this company at all cost. I placed an order over a week ago, and it never arrived. A representative called to offer me "a better package" and asked me to pay $100 and would refund my initial order. To my surprised, when I delcined to agree to a 36 month contract, he told me that I needed to speak with another department in order to get my refund. I have been calling for days. It is impossible to speak with anyone. I've literally been on hold for hours at a time. I tried emailing as well, and received no response. I messaged them via Instagram, attempted to complete the contact form, and also chatted with the private bot. They are not responsive, and it is frustrating because I paid hundreds of dollars for products never received. Also, when you comment on their social media post, they delete the comment.

My simple one bottle order turned into a $5K subscription which I was on hold for 3 hours without anyone picking up the first time and over 90 min the second to cancel. I received the cancellation notice and discovered they never canceled with the creditor and are still trying to ship product. This is a COMPETE SHAM. DO NOT ORDER directly from AROMA 360 or the Hotel Collection. Order from amazon instrad

I was gifted a Hotel diffuser, but the company never included any oil. Rather than trouble the kind person who gifted the diffuser, I went to the company's website to order the oil myself. £42.00 + £4.99 shipping for 30ml... roughtly one months supply! The only way to get the scent pods any cheaper is to buy three months' worth (still over £25 + shipping), but, based on the TrustPilot reviews, I have zero confidence in the company to deliver the scent pods, even if I were willing to pay over £25 a month for a scent diffuser oil. Unlike many other waterless diffusers, you can't use standard oils (which are less than a quarter of the cost), so my gift is essentially useless. There are dozens of waterless diffusers on Amazon that are cheaper, and you can use any oil - I'd heartily recommend buying one over this company's product. Outrageously poor value for money.

This has been the worst customer service experience I’ve ever had. I was charged $57.95 per month for three months, yet I never received a single product. After repeatedly trying to resolve the issue directly with the company and getting nowhere, I had no choice but to file a dispute with my bank. What made the experience even worse was that, after failing to deliver anything I paid for, they had the audacity to charge me an $80 cancellation fee. Charging customers for products they never receive, then charging them again to cancel, is completely unacceptable. I would never recommend this company to anyone. Based on my experience, their business practices are misleading, and I strongly encourage others to think twice before signing up.

If I could give it zero stars I would! Terrible experience!!!! Didn’t receive a complete order, promise a refund over a month ago and still have received!!!! BEWARE!!!! Basically stole my money!

Terrible customer service. After ordering 140$ order that never arrived. They told me I would need to dispute it with the incompetent shipping company they used that I have never heard of. The shipping company never responded to my claim and hotel collections would not refund my money. Please avoid doing business with them.