hotelcollection.com Reviews 

DO NOT ORDER FROM THIS COMPANY! They’re a scam, never have the scents you order and just ship you random scents, and forget talking to a human! Don’t do it!!

Very disappointing experience! My husband placed an order on September 23rd for a diffuser and fragrance oil. On September 28th, ONLY the oil was delivered. The diffuser never arrived.

We contacted customer service, provided photo evidence of the delivery, and instead of resolving the issue, they asked us to file a police report for an item that was NEVER delivered. We’ve followed up multiple times and have now been completely ignored.

We paid for a product we never received, and the company refuses to take responsibility or issue a refund. Terrible customer service! I would NOT recommend ordering from this company. We just want what we paid for or our money back!

Product never delivered, nor reimbursed.
Several emails sent and forms filled, but no results after more the 2 months the order was placed. Customer service not very useful.
Avoid, there are better providers

I have tracked numerous hours attempting to resolve all of these issues with this company to no avail. June's shipment of 6 bottles was never received. 9 emails and 8 calls to this company and the situation has not been rectified. Each time the response is what scent would you like so we can send back out. It's been 4 months and still do not have Junes 6 bottles. September's bottles came with scents I have never ordered or heard of. Was able to send those back 2.5 weeks ago, still do not have any replacement oils to this day. I have no oils for my diffusers period. I ordered a $135.00 candle, it was delivered in pieces of broken glass. I emailed pictures of the broken candle, no response. Have attempted numerous phone calls to get replacement for the candle, 3 times today I have called and once they look up my contact info, they hang up. 4th attempt today, I photo shot the time I was on hold and they never picked up at 56:37 minutes. I have emailed through contact support numerous times and I am ignored. I was just charged another $190.00 for the month and I have not had any oils since last March. In August I was told over the phone that I have never used my VIP credits which I should have had 4 already and my response was because they are never sent to me. So the lady sent me one while I was on the phone with her and stated all VIP's which I am, receive one every quarter but for some reason they do not send to my email. She was going to have the 3 missing VIP git cards sent over for me to use. Still never received them.
This company makes it a nightmare to get in touch with them on purpose so you just give up and not bother with them anymore. This is their bad business practice, they get you to sign up and then provide you the worst service ever. I have reviewed this company to find out that it's not just me, they have horrible ratings.
I want all my money back since March since I have not received any product and would like my money back for the broken candle that cannot be used. Thank you

I love their oil collection but their customer service support sucks. You can’t talk to a rep and when you least expect it they charge you for a membership without requesting it. I don’t understand why they think it’s ok to do that. I purchased 4 oils then I saw they charged me $99 for a membership that I never requested. I think I’m going to opt out they are way too sneaky for me.

Extremely difficult to cancel a subscription
NO Phone numbers will actually get you to a real person.

They take your money and run...

I have been trying to cancel my Hotel Collection subscription, and the process has been incredibly frustrating.

Hotel Collection's website says that subscriptions can be canceled through the Account Portal. However, there is no functioning cancellation option available to me. I have also tried calling the customer-service numbers provided by Hotel Collection. One number is disconnected, and another simply tells you that their method of communication has changed and directs you back to their website.

So the company tells customers to use the website to cancel, but the website does not provide a functional way for me to actually cancel.

Meanwhile, I am continuing to receive products and charges on my credit card.

This should not be this difficult. If a company offers a subscription, customers should have a clear, working way to cancel it without having to chase down customer service or dispute charges with their credit-card company.

I am posting this review so other customers understand what they may be dealing with before signing up for a Hotel Collection subscription.

The fragrances smell lovely. But the customer service experience is absolutely dreadful. A very unprofessional company to deal with. No one responds to you. My order which was £149 was mis-delivered by EVRI, EVRI said to get in touch with the supplier to process a refund to me and a refund to them for non-delivery. They have not even acknowledged my email I have sent 10. They only contact you if they want you to bulk purchase. I had another occasion where a subscription had been set up. It was impossible to cancel so I ended up having to cancel my credit card.

This company doesn’t even deserve (1) star, but i’am forced to select at least (1) star in order to leave a review.Purchased (2) of the studio starter kits they had on sale just to give it a trial run to see if I would like the product before possibly investing in more of their products. Long story short the units were not as advertised & quite frankly…a piece of crap. The claim the units could scent up to 600sqft. was not my experience at all. My farts could scent up my office faster than these cheap made in china units.
I first off blame myself for not doing my due diligence & not reading the reviews, there’s a reason this company has a 1.2 out of 5 star rating, secondly I blame myself for not reading the 30 day refund policy. Turns out the only way you’re issued a refund is if the product has not been opened & used. Red flag alert!!! How the hell would you know if you like the product or not if you don’t test it out? Any reputable company would stand behind their product if you are not satisfied & issue a full refund. It wouldn’t surprise me if this refund policy was modified due to customers being unsatisfied with their products & sending it back. All & all it baffles me how companies such as this are legally in business. Not only that, just a day after placing my order(before receiving a shipping confirmation) I get a call from a sales representative by the name of Kennith attempting to solicit me into purchasing a more expensive unit to the tune of $1000.00. Thank GOD I went with my gut & told him “let me see how I like my original order first”, I could’ve possibly been stuck with a more expensive piece of crap unit I couldn’t get refunded for. Ppl do your due diligence & read the reviews & return/refund policy first before making a decision. This is not a good company to purchase merchandise from.

Every month since I signed up for a subscription, they repeatedly get my order wrong. I have to call each month about m order because they fail to tell you when your fragrance is out of stock, so instead, they send whatever fragrance they want without notifying you first. I do not recommend Hotel Collection just because of the customer service. the fragrances are nice but not worth the monthly aggravation.

Terrible customer service. I have reached out literally 30 times with no response or acknowledgement. Other than once after weeks of reaching out. When they did I got an email less than 24 hours later saying since they didn’t hear back from me they closed my case.

Still waiting for the order placed one month ago. No communications, customer service is not even reading the messages, they just indicate that no response and close the ticket. I finally had to ask my credit card provider to cancel the charge.

I should have reviewed trustpilot before planing the order. Please avoid using this company, SCAM

Just wanted to try out this company and buy a simple air diffuser. I thought it was simple but apparently i was signed up for a subscription. They sent me the liquid bottle but not the diffuser itself so im unable to use it, i didnt wanna get charged again for the subscription but when i cancelled it i got charged over $100 for a bunch of hidden fees i had no idea about. Im pretty sure they intentionally waited to send the diffuser after the subscription renewed. This company is a complete scam. They present this "too good to be true" deal and charge you for everything with no choice.

Also after i purchased this, i got 6 phone calls from their sales people trying to sell me more junk. Complete joke

My card was charged $99 without my approval for a “mystery gift” which I never received. When I called their number in Miami, I got an AI response. Got absolutely nowhere getting a credit. Their scents are nice but they’re dishonest and have horrible customer service. I’ll never use them again.

Absolutely AWFUL company. I ordered after being recommended one of their products and made a mistake entering my address. This company uses Shop, so I tried via Shop. Couldn't manage the order at all as it sent me through a loop between the Hotel Collection site and Shop, with absolutely no way to change anything.

Frustrating? Yes, but not the end of the world, so I emailed after I placed my order with the correct address for delivery, hoping they might be able to amend it. It was within minutes of placing my order that I did this. They did not respond within their own two working days rule and shipped the order anyway. The first time they bothered replying about the address was the exact day the parcel was routed to my local depot and returned to them due to the incorrect address. Go figure, but this part is not why I'm leaving this review, as I know these things can happen. My trouble started when I no longer wanted the product and requested a refund.

After they finally got back to me, apologising for the delay, I requested a refund instead and told them they could kindly cancel my order. They responded and said that the option to get a REFUND, for something I cancelled and no longer wanted, wasn't available to me. Their excuse for not being able to refund me was because I used Google Pay. Yep. Your reaction right now is as good as mine.

If that is true... which it isn't... maybe don't offer payment methods you claim are non-refundable? Another reason they said they couldn't refund me was that they don't have my address. Firstly, I gave them my full correct address in my very first email before the order was cancelled, so absolutely nothing about that made sense. Secondly, there would have been absolutely NO need to have my address to route a refund through my original payment method. I can only assume that because I was polite up until this point, that they thought I was simply stupid.

I ended up very quickly starting a refund through my bank because they flat-out refused to refund and insisted that my only option was redelivery.
I told them I had gone through my bank, and suddenly after taking days to reply previously, they emailed back 30 minutes later saying they were processing my refund. At 6:30pm on a Friday. In the email signature they had the nerve to try to upsell me their VIP subscription.

Needless to say, this is an absolute joke of a company. Customer service is on another planet at BEST. At worst they are committing several consumer rights violations. Do NOT buy from this company - their abysmal rating is well-earned. Report them.

I ordered the bundle kit, was upsold to the penthouse diffuser, and have never received the car diffuser. But I have received 2 refills for it I can't use. This company sucks. I wish I had never ordered from them.

Ordered £162 worth of stuff off there website in uk. Before it was out for dispatch I asked could they change the oils to another fragrance. No reply sent 5 emails still no reply. Said responds within 48 hour 🤡🤣when parcel came had the two electric diffusers which I may add had USA two pin plug adapters 🙄also no sign of the 2 oils I bought. I’ve repeatedly contacted them . Customer service and after sales is absolutely 💩don’t bother buying from this company what so ever . Like everyone else I work hard for my money and thought I’d treat myself and my sister . Not what I expect from a company when spend £162 .

I was assured when I signed up for the VIP program over 2 years ago that I would have access to seasonal fragrances. Every year but this one I’ve been able to order fall scents. Well, after calling the VIP number about this, I was on hold 33 minutes without once speaking to a human, so I finally hung up. Via email, I got the runaround, basically. There were no fall fragrances available to me last month (August) and there are none this month (September). Yet without a VIP subscription, you can buy them directly from their website (which IMMEDIATELY deleted two reasonable complaints I posted earlier today on FB). But they can’t delete THIS! - I got the runaround for almost TWO WEEKS via email (with three different representatives) before finally being told I couldn’t get them. Their diffuser machine has worked great for us, but I’m sorely disappointed in my current fragrance choices. Fall fragrances are my thing, and the general public has access to them but as a “VIP” member, I do not. It makes no sense. - Oh, and they frequently don’t even respond to “VIP” email at all.

I’m very disappointed with my experience. I purchased two diffusers from your company, and both of them stopped working within just two months.

I’m also locked into a fragrance oil subscription, so I continue to receive and pay for oils that I cannot even use because I no longer have a working diffusers. I tried to cancel the subscription, but I’m being told I have to pay a $30 cancellation fee

DONT sign up for a subscription.

I attempted to call them 12 times and even sent an email and they never responded to cancel it. As well as contacting the BBB which their response finally through the BBB was "we will contact you." Nobody has called or emailed me at all. I cannot even access the online website to cancel it and it is refusing to let me reset my password after not being able to access my own account!

Loved the scent but turns out I'm allergic to it. I have been trying to return the diffuser and oils for almost a month. I emailed everybody. Nobody will return my emails or phone calls. Worst customer service ever.