hotelcollection.comReviews of hotelcollection.com

This company is completely fraudulent! I lost 500$ they sell directed oil pods that broke two diffusers. Paid for 3 oil pods i can’t use! The customer service is horrible! 4 hours on the phone instead of repaying me, they sales pitched me. This company needs to be reported to the BBB! Immediately!

If I could give no stars I would. After a year the unit started leaking and all rubber seal’s disintegrated into broken pieces. The unit now short circuits. Customer service is horrible. I paid $475 for a product that barely lasted a year. They will not refund me money, they will not send me a new unit and told me to try running the unit without the rubber rings. (Still leaks and will not operate). They also told me they do not send new rubber O rings. My unit is a piece of trash at this point. STAY AWAY from this company horrible customer service and a damaged cheap product!!!

I signed up for a subscription. When I got the first oil for my diffuser, I didn't really like the scent and it gave me a headache. I called customer service and asked to change the scent. The agent advised, maybe just try lowering the setting - I told her I was on "1" and I would really like a different scent. She said ok she would change to a new scent. The next two months I received the original scent... so I cancelled my subscription. And the month AFTER I cancelled my subscription, I received yet another shipment of the same, original scent - not the new one I wanted (and of course another bill!). When I called to ship the unopened items back for an exchange, they advised that I could only exchange/refund the last shipment (which was their error), as they only exchange/refund within 30 days. The customer service agent gave me a return label for the 'error' shipment, which I promptly put in the mail. One month after the Post Office showed that Hotel Collection had received the return, I still did not have my refund. So I called them. The customer service agent advised that they had received the product back and now that I called, they would process my refund. And incredibly, they billed me for the cost of the return postage - which was their 'error' shipment! So if you choose to buy from this company, be aware, they aren't very customer friendly and you have to keep a close eye on them...

Absolutely horrible company. Their product is defective and breaks that’s why only a 90 day warranty. They try to resell you with a subscription. I asked to speak with management and was told management does not deal with customers. Complete scam..stay away!

Completely horrible service. I canceled the subscription and they continued to charge me. Complete scam. Had to block them from charging me after multiple times canceling the subscription

I have made many purchases from this company and I love the products; however, the customer service is dismal. I purchased a diffuser and the Hotel Collection Ultimate Relaxation gift set which included 5 bottles of oil. I received a "mystery gift" of two great wine glasses. My aunt was visiting my house and liked it so much that I decided to buy her the same set as a gift. So - I purchased the same diffuser and the same set. But - now the diffuser has changed and doesn't accept those bottles of oil. Now - that set was $259 and was ordered with the diffuser. The answer back was "the diffuser that you purchased is not compatible with those bottles of oil". Well - you sent them to me WITH the diffuser. I asked if I could exchange the diffuser - but they this is the newly upgraded model and they don't sell that diffuser any longer. OK - so can I exchange the oils for the "pro pod" set. We don't have the same set in the pro pod, but you can return the set and buy the new bottles. Ok - but one of the bottles is opened because we had no idea that the diffuser had changed. One person said we could not send it back, another was going to ask her supervisor. Now we are worried about sending it back because we will most likely not get a refund and they will probably keep the bottles. There was an option for $15 for a "mystery" gift that I apparently checked. She received a $50 gift card. We decided to go ahead and buy a pro pod bottle with the gift card and then re-use the bottles when the oil ran out. At least we wouldn't just be losing money. Oh but - the $15 that we paid for the $50 gift card is only good for candles and room sprays - not oils. So basically no gift at all if you don't want those things - and it wasn't a gift anyway as you PAID for it. When I called, they hung up the phone. I was on the chat, and it was disconnected. I did finally get emails from everyone apologizing for the misleading website description because nowhere on there does it say it is not compatible with the diffuser, but that's it. I'm so annoyed - especially because I love the diffuser and oils. I even purchased more of the wine glasses, a candle, and a couple other things - so I'm actually a frequest customer. But this is just beyond annoying. Oh - they did offer to refund my purchase if I signed up for the subscription program - but reading these reviews, you can never stop being charged so that is out. Stay away...

I bought two diffusers and oils. Both machines did not last. I have lots more oil but i have no way of using it. Do not buy this product unless you are looking for a three month solution. The remote never worked.

BUYER BEWARE!! Went out of my way to write this review after throwing away a $500 penthouse diffuser after less than 1 year. Customer service offered me a new one if I signup up for monthly oil deliveries for 3 years. This machine was replaced because all the internal parts failed and they did nothing. Candles arrived broken, and were a dissaplointment. Don’t buy the discounted items bc it’s still a bait and switch leaving you with nothing working. Disappointment especially with more products at the house. All trashed