hotelcollection.comReviews of hotelcollection.com

I ordered the “starter kit” diffuser & pro pod, which was supposed to have a pro pod included, that I did pick. I received my order today & only received the diffuser. It is inoperable without the oil. I contacted customer support & they informed that the starter kit does not include a pro pod (oil) without a subscription. Their website says differently though. Save your money. DO NOT BUY FROM HOTEL COLLECTION! Too expensive & cannot use Edit 8/6/25: The Hotel Collection customer service reached out to me via email to inform me that they did make the mistake & sent me the scent I had ordered originally. They apologized and made the transaction right. To that customer service representative, David, Thank you. I give him 5 stars. I revised my 1 star to 3 because of the emailing customer service rep.

I strongly advise everyone to stay away from Hotel Collection (also known as Aroma360). This company is a scam hiding behind slick marketing and influencer promotions. I placed an order through what looked like a UK-based website. Nowhere during checkout did it state the product would be shipped from the US, nor did they warn me about international customs fees. I was later hit with an unexpected £47 customs charge that completely negated any “promo” discount they claimed to give me. To make it worse, I was charged $1 for a marketing pamphlet without my consent. When I contacted customer service, they were slow, unhelpful, and completely avoided my actual issue. All three items of my order were damaged, and I immediately contacted customer service with photos and proof. They asked for additional information, which I promptly provided within hours. Despite this, they closed my case in less than 48 hours, claiming I never replied — a complete lie. I have the email trail to prove it. After I sent them a response within hours, they still claimed they hadn’t heard from me and closed the case — even though not even 48 hours had passed. I’ve asked for a refund multiple times and explained everything clearly, but they responded once to ask for proof after almost a week, and another the next to close my case pretending I didn’t reply. Their customer service is slow, dismissive, and completely ignores what you write. Instead of resolving the issue, they tried to sell me more products — while pretending I hadn’t even responded to their last message. I’ve since had to go through my bank to request a chargeback, because it’s clear this company has no interest in doing the right thing. The whole experience has been frustrating, shady, and disappointing. Avoid them. The marketing looks great, but the reality is a scam. Edit: I had a rocky experience with my order — the items arrived damaged, and I was charged customs fees that should not have applied. Initially, my case was closed within 48 hours despite providing proof and following up. I had to reach out multiple times before getting a proper response. That said, once I finally got through to someone, they did issue a full refund for the customs charges and sent out a replacement for the damaged items. I appreciate that the issue was ultimately resolved, but it took far too much effort on my end to get there. I’ve updated my rating to reflect the outcome, but the overall customer service process still needs serious improvement. The products are lovely, definitely premium quality. If they had done this right from the start, this review would look very different. A shoutout to Derrick who helped me sort this out professionally and successfully.

Made my order (Order number HC1810829) on May 18th. Waited for 20 days, received nothing. I contacted customer support, and they told me that they changed one item that’s out of stock and will be shipping my order soon. Received a tracking number, but it’s just online online-created parcel, they never gave my order to the carrier. Now when I’m trying to contact them, they just ignore me. Through email, they just ignore, and through live chat, it just says that chat is too busy, and ends it. Upd: they created another order(HC1867577). In the end, I received my order in two parts, first just one pro pod of botanical garden, and it leaked during transportation. But I got a replacement. And after almost month of additional waiting, I received second part of order, but again, on of them(Mystify) leaked during delivery. I tried to contact support, but it told me that there is too many request rn, and ended conversation. pods smells nice, but it’s extremely long wait, and a lot of hassle. If that’s not a problem for you, then order.

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.

Let me start by saying the SCENTS are amazing! Purchased 4 machines and overtime EVERY single machine stopped working. Emil only wanted to talk about how they were out of warranty. I had to refuse to get off the phone until I spoke with a supervisor. (previously, I was told someone would reach out but NEVER heard from anyone that could actually resolve the issue - only to upsell me) They finally agreed to replace 2. After getting confirmation of the replacement machines; I requested to cancel my subscription (because I have 16 bottles), and of course Emil is not able to help me so he forwarded my call to the "loyalty department" it took 25 minutes for someone to pick up. After requesting to cancel my subscriptions, I FINALLY got the other diffusers replaced!! I encourage you not to give up and take the time to hold them accountable. A good company should stand behind their products and customer service.

My experience is better than other reviews I’ve read. My tower diffuser shipped quickly and I received it in under a week. My diffuser worked immediately, however, the remote did not. The instructions to reset the remote did not align to the remote I received. Instructions say to push a blue button that says 35% (something like that), my remote had none of these buttons. After some serious online hunting I found an Amazon review that provided instructions to reset the remote I actually received. Perfect, it works now. The scent is lovely. If only it could be smelled anywhere further than 2-3 feet away from the tower. The scent doesn’t fill a 300 sq ft room despite being advertised that it would scent up to 800 sq ft…not even close. So disappointing because the scent is truly amazing. Fortunately, I did not pay the full price of $599. I purchased during a sale and paid a little over $200. So relieved! I would be livid had I paid full price for a product that simply does not hold up to the hype. I don’t feel ripped off, but the product is absolutely not worth the cost. Overall, it’s “OK”.

Scents are amazing. I love the candles and reed diffusers, the smells last long and I can smell throughout my house. The only thing I didn’t like was them calling me after I placed my order to tell me to join their VIP service. It felt scammy because they ask for your personal information over the phone and basically apply for a credit line to subscribe to this service. I didn’t fall for this scam and am happy with my normal purchase.