hotelcollection.comReviews of hotelcollection.com

Horrible products, quality and customer service. The diffuser appeared as though it is decent but when we tried using the remote and connected to Bluetooth it made ALL other Bluetooth devices in our home stop working and doesn't actually work on the diffuser. We have since disconnected it and still can't use our previously existing bluetooth devices (lamps, etc.) and the remote never actually worked for the diffuser. We also ordered two duffle bags as Christmas gifts for family and the zippers are cheaper than cheap quality AND don't work. When trying to zip either bag, the zipper just splits right open so you can't actually securely zip the bags closed. Since these were Christmas gifts, obviously they were purchased in advance so by the time they were opened, I was outside of their 30 day return window. The customer service has been absolutely horrible so now I have $510.18 of product that is unusable. Would not recommend even to an enemy.

The customer service with this company is non existent. I scheduled a phone call to order a scent sample as I planned to purchase multiple units for my businesses and home. I was about 2-3 minutes into the call to select our fragrances for our sample kit, the call was lost. I waited a couple mins for the rep to call me back but she did not so I called back. While being transferred to the rep, the call was lost again. I called back again and this time the rep was on a new call so I was told to schedule a new call which I did. When the day and time came for the 2nd call, they never called me. I reached out to the company on Facebook and they told me someone would reach out to me on Monday about the issues. Monday came and no one never called me. I should have just stopped there but I decided to make a new appointment for a phone call. This time they did call me and I was able to select the fragrances for my sample kit and I was told I would receive an email with a payment link to pay for the samples. Well, I never received the payment link so all that was a waste of time. This company has no customer service. Complete waste of my time.

Ordered a sample kit collection because I wanted to know what scents I liked before ordering. Ordered in early December and still have not received. Sent email requesting order be cancelled and haven't received a re sponse.

Horrible service! They sent me diffuser with US plug and 110V, I am in UK. I requested a return almost a month ago, but nothing. Recently received an email advising me to buy an adapter. I don't want to buy adapter, I just want a refund.

The scent of the oil is the only positive thing I can say about my experience. My initial scent diffuser (black) came used with strong scent, not properly packaged, and missing parts - missing the tissue paper, no remote, no plastic bottle piece that the oil twists onto and the diffuser itself was oily and dirty. Customer service requested photos and to return. I was then sent a silver diffuser since the black was sold out. The new diffuser came and was again missing the remote.

I love to see a company growing and expanding their business but hotel collection needs to slow their role and get their main business in order first. I have ordered twice from them in the last two months and both things have been wrong. First, I ordered a $300 diffuser from them and they sent me a $20 reed diffuser instead. They insisted that they check and re-check every order before it's sent out but clearly, that's not true. I had to take multiple pictures of the wrong order before they would send the correct one out. Then, for Christmas, my mom ordered me one of the new Star Wars diffusers. They sent the wrong one. After sending more pictures out and returning the item, they finally decide to send the correct one out two weeks later... only the one I received was clearly used (no sealed boxes, no inner wrappings and had stains all over the cord and interior) and had no fragrance oil holder. Come on guys! I know I'm not being punked because other people have awful experiences too. Just beware of this company and Aroma 360, the sister company.

If you buy products from this company then you should be prepared to pay £75 UK duties on the import. Despite their international shipping policy stating that all duties and taxes are included in the price this is not the case. We only found out at the point of delivery and the company will not do anything to help. Despite their own policy they do not pay UK duties.

I have been loyal customer of Hotel Collection for over a year and a half, buying towers, scents, candles and sprays. Their scents are amazing but customer service is terrible. I have been trying to get in touch with them because they overcharged me on two scents and I would like my money back. Their way of dealing with the problem is to ignore me - they will not answer my chats, phone calls or emails. There are other scent companies that have the same scents for less and better customer service reps.