hotelcollection.comReviews of hotelcollection.com

I placed an order 10 days ago and never received any proactive update. Only after reaching out myself was I informed that all three items in my order are out of stock, with no estimated restock date available. A reliable company should notify customers immediately when an issue like this arises — not wait for the customer to follow up. The products themselves may be interesting, but the order management and communication are seriously lacking.

Awful and non existent customer service. You can never reach a human and if you try to cancel your subsciption they try and charge you for 4 additional months. A total scam.

These people suck taking them to court they refuse to refund my money and said they wont even though their bullshit delivery service delivered my stuff 3miles from my actual house.

I would not recommend Hotel Collection. Their stated return policy says returns are accepted within 30 days, but when I attempted to make a return within that timeframe, they did not honor their own policy. The experience was extremely frustrating and disappointing. To make matters worse, the customer service representative I dealt with was rude, dismissive, and unhelpful. Instead of trying to resolve the issue, they made the process even more difficult. A company should stand behind its published policies and treat customers with respect. Based on my experience, Hotel Collection failed on both counts. Save yourself the hassle and shop elsewhere.

This company has awful customer service. Had wait on hold for 2 hours to talk to someone. Broken machine. Always out of oil.

If you're considering a VIP Concierge monthly subscription, please read this first. Do not do it. I promise you, you will regret it. This company is extremely predatory & in my opinion is headed for a class action suit. I signed up for 2 different systems (my house is 5,000 sq ft). I've had no issues with the diffusers themselves, but their "auto shipment" program is not what's advertised. The real issue is how much time I am unable to use my machines because about 90% of my shipments take 2 or more weeks to arrive, & only after I call again & again to report that my order never showed up. I've resorted to just driving over to the brick and mortar store in Dallas & even have my shipments sent there while I build up a case against them for my attorney to submit soon. Simply put. If I don't call or get ahold of someone, nothing would arrive at my doorstep. They have no problem charging my card every month on the contracted date, though. When I first signed up, I was told all shipments go out 2-day air. That is not true. I spoke with a manager on the concierge team who flat out claimed I was receiving everything within 2 days. But when I got a breakdown of my actual deliveries, it was clear that 2 to 3 weeks is the standard window. I've tried to get out of the contract, but the manager basically told me I was lying, insisted there's no issue with my shipments, & said she could prove it. I would never do business with these people. I cannot express how glad I'll be when the class action lawsuit happens & they go out of business.

Horrendous company, No technical support and bad product. DO NOT BUY ANYTHING FROM THEM.

When a company has a great product and confidence in its marketing, customers should not have to worry about conflicting information before the product even arrives. I was initially excited to try Hotel Collection and potentially become a long-term customer. Unfortunately, my experience left me questioning both the sales process and the accuracy of the information provided to consumers. After placing my order, I received a call from a member of the sales team who advised that the Studio Scent Diffuser I purchased would not be well-suited for my intended use and would effectively cover only about 200 square feet. This immediately concerned me because the product page clearly states that the diffuser covers up to 600 square feet, which is one of the primary reasons I purchased it for my space. Based on the information provided during that call, I attempted to cancel my order before using any products. I later learned the order had not been canceled. When I sought clarification regarding the return policy, I was informed that testing the diffuser would void my ability to return it. At the same time, the promotion required a multi-month subscription commitment and could result in additional charges if canceled early. As a consumer, I was left with two conflicting representations from the same company: a website claiming coverage of up to 600 square feet and a sales representative stating approximately 200 square feet. Faced with that contradiction, I was unwilling to open or test the product and risk losing my return rights. To date, all products remain unopened and unused. My concern is not whether the fragrance is good or bad—I was never given a reasonable opportunity to determine whether the product would actually work for my needs without risking additional fees and losing my ability to return it. I hope management reviews the sales call, product descriptions, and subscription policies to ensure customers receive consistent information before making a purchase. Until the company's website representations and sales communications align, I cannot recommend this experience to others looking for a simple way to make their home smell better.