hotelcollection.com Reviews 535

I’ve been a long-time customer of HotelCollection and have spent a good amount of money on their products over the years. Unfortunately, the last 6 months have been a complete nightmare.

The scent strength has noticeably declined, the laundry pods no longer perform well, and worst of all — their customer service is non-existent.

I emailed customer service 3–5 times with no response. After finally getting a reply only after repeated attempts, I was told they would “make it right” and cancel my subscription — but they stopped responding and never processed the cancellation.

Despite multiple cancellation requests, I continued to be charged. I ultimately had to cancel my card to stop the charges — and even then, they attempted to charge my account again.

I ended up paying for two additional subscription shipments due to their failure to cancel as requested.

This has been an extremely disappointing experience from a company I once trusted. I’m now formally escalating this matter through consumer protection channels.

I hope Hotel Collection addresses this publicly and takes responsibility.

Scents are wonderful. Love the machine! But for god sakes... Every time that my reorder autoship is submitted, I get NONSTOP sales calls trying to "refund" my order if I upgrade my system. I have been using it for about 9 months and EVERY shipment I get the phone calls. Not just one or two, but like 5+ EVERY HOUR. Even after I tell the person no. Someone different calls. I cancelled my subscription. He said he would put me on the Do Not Call List. Hopefully they do otherwise I will have to report them further.

I ordered the Stuido Pro in October and 16 weeks later it already stopped working. I reached out to customer service and they are not willing to replace it due to their 90 day warranty. They are not even willing to let me send it back for them to fix, they said I have to purchase a new one instead. Madelin A was not helpful. Very poor customer service. Do not recommend anyone to purchase this product.

Low quality product, leaked everywhere, extreme markup, and they force you to call them to cancel the subscription.

Refused to cancel and charged me 2 times. Immediately charged back even tho they shipped. Dirty conpany

The worst customer service. They make it impossible to cancel and continue to send your subscription even after cancelling. They say they have no record of your cancellation. I highly recommend avoiding this company and spare yourself the time, money, and headache.

Horrible sooooooo sorry I purchased them. Black soot all over everything. Very faint scent

Customer service is absolutely terrible. Was told I had a 30 day cooling off period and when I tried to cancel I was completely ignored (even though I was a ‘VIP’ and received the ‘VIP Concierge Service’.

I ended up calling them, on their hugely expensive US number, which after 40 minutes was then told someone else would have to call me to confirm the cancellation of my subscription and return of the ‘unused’ unit. Given the time difference I requested they call the next day which they completely ignored and then spent 30 minutes trying to sell me a different offering, getting very frustrated when I just wanted to cancel…to the point of rude. Eventually I was assured I would get a returns label to return the unit and a refund of the $400 taken from my account. Still no return label or refund?!?

Subsequently another call and another attempt for the hard sell. Again, I instructed them to cancel the subscription and send the return label. I am still waiting.

Worst customer experience ever, avoid at all costs unless you want a hugely expensive service which is impossible to cancel!

The diffuser stopped working in less than a year. I called and was told it was not intended for continuous use. I did not use it continuously. I was a monthly subscriber. I was not offered a replacement, only a hard-core sales tactic to buy a whole house one. Unrelated to this, as they have different scents, I changed the type a few times. Every time I did, I was contacted by many salespeople to upgrade to a larger unit. The text was usually, "there is something we'd like to discuss about your recent order". I kept blocking the numbers, but they never ran out of new ones with a S.F. area code of 954. To cancel the subscription, I had to speak to a rep. They do not allow it on your portal even though it appears like you can until you try. A new room diffuser costs about $49. Had they offered me one for $25, I'd have bought it. Now I will not. I looked at other companies and discovered the company "Sentiments" appears to be the same company or sells the exact same products under a different label. I had both websites open at the same time as a guest. They both had the same special, and the time left to order was exactly the same! The only difference I saw was Sentiments offered a 2-year warrantee on the diffuser if you had a monthly subscription, which I had with Hotel Collections! Too funny, right? lol. Oh well, all I can say now is "buyer beware". Ask about a warrantee on the diffuser or you could get stuck with oils and no way to use them.

SCAM!!! Do not buy anything. I lost my money. They never replied to me nor send me the item.

I bought a diffuser which was faulty, and returned for a replacement. The company failed to provide a replacement within a reasonable time, with no updates on product dispatch.

When I requested to cancel for a refund after waiting 25 days for a replacement, it was refused based on an internal 30-day return policy from the original purchase date, despite this being irrelevant for faulty goods under the UK Consumer Rights Act 2015.

The company continued to process a replacement I had declined, refused to pause shipping even though the product was still out of stock, and raised the prospect of restocking fees, none of which are lawful for faulty goods in the UK.

Communication was dismissive and responsibility repeatedly deflected. UK & global customers should proceed with caution.

They also operate under the name Aroma360, and provide the same level of customer service.

Defective Product, Very Short Warranty, Upsell Instead of Resolution

This is my second purchase of the Hotel Collection Studio Pro Diffuser, and once again the unit is leaking. When I contacted customer service, I was told that leaking usually occurs when the motor is faulty or malfunctioning, which suggests a product defect rather than misuse.

Despite this, the warranty is only 3 months. For a premium-priced diffuser, this is extremely short and does not reflect confidence in the product’s durability. Instead of offering a replacement or repair, customer service offered me a discount to purchase yet another diffuser, even though this is already my second failed unit.

After that, the conversation shifted to promoting their “VIP All-Inclusive Plan,” which includes a professional-grade diffuser at no cost if I agree to ongoing monthly oil purchases, extended plans, and subscriptions, along with a gift card and discovery kit. While this may be appealing to some customers, it felt inappropriate given that I was contacting them about a defective product.

Rather than standing behind their product, the solution offered was to spend more money and commit to future purchases. At this price point, I expect a reliable product and meaningful warranty support. Unfortunately, my experience has been repeated product failure and sales-driven customer service. I would not recommend this diffuser to others.

Horrible scam. Ordered two diffusers and four scents and a candle. Candle came shattered. And was missing two of the four scents. Called and emailed but could never get anyone to help me. I would never recommend that anyone buys from this company. The scent is fine nothing spectacular.

Signed into credit union without my permission. hotel collection is a total scam do not get this item it is hard to cancel and hotel collection will not give your money back

This is hands down the worst customer service I have ever experienced. I was sent a used oil bottle — absolutely disgusting. I contacted customer support multiple times and was completely ignored. The diffuser is leaking, then stopped working altogether, and nobody from this useless company can be bothered to respond. I’m trying to cancel my subscription and they are doing everything they can to avoid dealing with it. Total silence. Zero accountability.

This company is an absolute joke and a complete nightmare to deal with. Just look at the other reviews — they tell you everything you need to know. Save yourself the stress, the money, and the frustration and stay as far away from this scam as possible.

Just don't. A total scam and no intention of sending you anything.

I purchased a Hotel Collection diffuser that came with a gift card as part of the purchase. The order also included a three month scent subscription, which I completed before attempting to purchase additional scents using the gift card.

When I finally tried to use the gift card, it did not work. I contacted customer service and was told they would get back to me, but they did not. I have had to follow up multiple times just to receive vague responses with no actual resolution. Several months later, I still have not been told whether the gift card will be honored at all.

My issue is not just that the gift card does not work. It is the lack of communication and accountability. There seems to be no way to get in touch with someone who can actually resolve the issue. Being told that this is still under review for four months and counting is unacceptable.

Based on this experience, I would not recommend purchasing from this company.

Absolute worst Customer Service I’ve ever experienced! This company is 100% a scam! The sales rep will tell you that you have 30 days to try out the product then when you try to cancel after they mess up your order multiple times they say that if you’ve tried the product that you can’t return it… What is the point of a 30 day trial?

They definitely try to rip you off. The scents are really good.. better than most..but the company is not good. They went from 50ml in a bottle to 30ml and said that the diffuser would use less. Please..I wasn’t born yesterday. No software changes to the diffuser but it’s going to miraculously use less oil with the exact same propod. Only way it’s going to use less, is b/c it’s going to run out. All advertising seems to be a scam. They just ran a 4 hr special yesterday that literally said they were giving you two 50ml bottles of oil. When I was going to order it, it then rang up 2 30 ml of oil. I texted them and they said, it was indeed 30ml and they don’t have 50ml.. but they never changed the advertising. So many stories I could tell…

Made an initial purchase and then find that they put you into a subscription that you don't want and in my case was not aware of, they continue to send items you haven't ordered and don't want. It took me speaking to three different people to finally get the subscription cancelled and they offer no refunds on it