This is a horrible product and even…
This is a horrible product and even worse the Customer Service. They lie about their return policy I would never buy from them again it's a loss of $180 for nothing.
Reynamizyed
United States
Showing 50 of 50 reviews
Trying to cancel my subscription and…
Trying to cancel my subscription and they want to still charge me for their failure to keep their obligations to their terms and conditions. Repeated problems every single month. Stay away from this company. It is a headache. Bad customer service, bad orders, horrible subscription. Hello Mrs. _______. We reviewed your cancellation request and decided we can't cancel the subscription. Even though there were issues with your subscription, we are more than happy to work with you to get your susbcription straighten up. For the moment, you have been fully refunded for your most recent order, your subscription discount was fixed to the corresponding 30% and we made sure your subscription is set to 20mL bottles for your Loft Diffuser. We no longer have California Love in stock but we are happy to replace the scent with any of the following: MyWay, Black Velvet, DreamOn, Chandelier, CrystalOud, Escape, Utopia, E11even, Mandarin If you don't want to continue with the agreed commitment of 6 months, you can cancel the subscription online, from your "Manage subscription" section on your account. You can follow these steps: Log in to your account>Manage Subscriptions>More Options>Cancel Subscription Just take into consideration that a $49.95 charge will be processed because that is the value of the diffuser but it will delete all scheduled orders.
Ariana McCoy
United States
Emailed hotel collection before my item…
Emailed hotel collection before my item was shipped out no one ever got back to me item was shipped out anyway. Now in order for me to get a return label have to send a picture of the item then they will send me an email. What a big inconvenience.
Lisa v
United States
The company is completely unresponsive…
The company is completely unresponsive to both email and telephone calls. I tried to canel my order within thee 30 day trial period. They will not respond. They leave no alternative other than to dispute this charge on your credit card and mail everything back at your own expensive. The machine is heavy and costly Costs avout $100 out of your own product. They continally keep mailing the oils. Worst customer service in the universe. I take that back. There is no customer service Dont buy. Nothing but a headache. Three years is a long commitment with such a crappy company
Stacy Ermilio
United States
Poor Customer Service
I ordered a backpack but it arrived with a noticeable stain (blue ink on beige fabric). I’d been contacting HC via email, the VIP portal, and phone call to no avail. They don’t respond to messages and no one picks up the calls even after being more than an hour on hold. They ghosted me completely although I have a VIP subscription!
Belle D.
United States
STAY AWAY
STAY AWAY — UNAUTHORIZED CHARGES AND EXTREMELY DIFFICULT TO CANCEL My experience with The Hotel Collection has been absolutely unacceptable. I was charged for transactions/subscriptions that I did not authorize, and when I tried to resolve the issue, getting a clear answer or refund was extremely difficult. What concerns me most is the billing. Customers need to be completely aware of exactly what they are agreeing to before providing their payment information. In my experience, charges continued that I did not knowingly authorize. Customer service was extremely frustrating, and I felt like I was being passed around instead of having the unauthorized charges properly investigated and corrected. I strongly recommend that everyone carefully monitor their credit/debit card statements after dealing with this company. There are numerous consumer complaints online describing similar problems involving unexpected charges, subscriptions, cancellations, and refunds.
Nagi Mickael
United States
Good scents but don't pay for the…
Good scents but don't pay for the mystery gift. It's a big scam. They sent you two gift codes for twenty two dollars.But you can only use 1 for a purchase. So they make more money for you.Having to do two separate orders. they make it look like, you're getting a gift in your order, they should just say discount on your next order . Big scam
Jonathan French
Canada
Very frustrating customer service and website experience
Not possible to update shipping address because the website simply doesn’t work. The window that opens is completely blank. I tried Chrome, Internet Explorer, and mobile, so it’s clearly not just a browser issue. I then contacted customer service through the chat, only to be transferred and left waiting for over 12 minutes with no one joining the conversation. It shouldn’t be this difficult to simply update a shipping address. The website needs to be fixed, and customer service needs to be much more responsive. Very disappointing experience. -> Cancelling subscription.
jade a
United States
Total scam
Total scam! I can't believe I fell for it. These theives are very good. Beware!!
D S
United States
Over It.
This is what I sent the company today: >>>>>>>>>>>>>>>>>>>>>>>>>>> There are so many troubleshooting and customer service weaknesses that it makes it incredibly frustrating for customers to remain loyal to your business. I am unable to swap my oil to another 500mL product. The web portal only offers small bottles. I am a Presidential Diffuser customer and have been without oil since June. I have tried "send now" through my subscription in my account several times since without success. I have emailed, used the online contact form, and chatted without help for weeks until today. How is it that no one has emailed me back or called regarding this issue? Today via chat I was finally informed after speaking to 2 different humans and repeated Zenbots, that my Dream Oil is out of stock and I need to swap to another oil via my portal. I have never been able to swap to abother 500ml oil via the subscription edit in my portal and today is no different. I subscribed with my Presidential diffuser purchased so long ago that my price is fixed at $107/500mL bottle. In order to actually receive another 500mL bottle, I have to purchase at the new price of $137. This obviously is poor customer service, poor web portal options, and you've been losing my business because of it. I have been desperately trying to give you my money at the exorbitant amount of $107 a bottle and I've now almost missed 3 bottles. I'll have to clean my diffuser with alcohol since it's clogged without use in this time. 1) fix the portal to swap products to other 500mL bottles 2) respond to contact from customers within 5 business days for initial contact and within 36 hours during active troubleshooting and customer service issues. 3) train chat agents to access customer's accounts to resolve the issues for them rather than redirecting them back to the same issue they're having 4) update online contact form: it is very clumsy and doesn't always get you to the next set of options 5) provide the superior customer service promised to Presidential diffuser customers. I have only received fast and personalized service twice out of countless times contacting customer service. 6) truly fix the price for Presidential subscribers as promised 7) work with the Outlook email provider to resolve the screening of your emails. It took me months to figure this out (using the standard filter- not even the more advanced setting) and switch my email address associated with my account to a Gmail account in order to receive verification codes and all other communications from HotelCollection / Aroma 360 8) allow access to update credit cards in the online account without having to use an emailed link 9) The Presidential Diffuser could use some updating for simpler use 10) The ScentArea app for the diffuser could use an absolute overhaul for easier navigation and personalization: ask RoboRock how they do it. The user interface is wildly archaic. You got the oils and marketing done right though, so there's that, haha!
Janelle Illario
United States
I strongly recommend avoiding this…
I strongly recommend avoiding this company at all cost. I placed an order over a week ago, and it never arrived. A representative called to offer me "a better package" and asked me to pay $100 and would refund my initial order. To my surprised, when I delcined to agree to a 36 month contract, he told me that I needed to speak with another department in order to get my refund. I have been calling for days. It is impossible to speak with anyone. I've literally been on hold for hours at a time. I tried emailing as well, and received no response. I messaged them via Instagram, attempted to complete the contact form, and also chatted with the private bot. They are not responsive, and it is frustrating because I paid hundreds of dollars for products never received. Also, when you comment on their social media post, they delete the comment.
Chante' Chambers
United States
Outrageously poor value for money
I was gifted a Hotel diffuser, but the company never included any oil. Rather than trouble the kind person who gifted the diffuser, I went to the company's website to order the oil myself. £42.00 + £4.99 shipping for 30ml... roughtly one months supply! The only way to get the scent pods any cheaper is to buy three months' worth (still over £25 + shipping), but, based on the TrustPilot reviews, I have zero confidence in the company to deliver the scent pods, even if I were willing to pay over £25 a month for a scent diffuser oil. Unlike many other waterless diffusers, you can't use standard oils (which are less than a quarter of the cost), so my gift is essentially useless. There are dozens of waterless diffusers on Amazon that are cheaper, and you can use any oil - I'd heartily recommend buying one over this company's product. Outrageously poor value for money.
KAP
United Kingdom
This has been the worst customer…
This has been the worst customer service experience I’ve ever had. I was charged $57.95 per month for three months, yet I never received a single product. After repeatedly trying to resolve the issue directly with the company and getting nowhere, I had no choice but to file a dispute with my bank. What made the experience even worse was that, after failing to deliver anything I paid for, they had the audacity to charge me an $80 cancellation fee. Charging customers for products they never receive, then charging them again to cancel, is completely unacceptable. I would never recommend this company to anyone. Based on my experience, their business practices are misleading, and I strongly encourage others to think twice before signing up.
Jill Corya
United States
We have a whole home system on the VIP…
We have a whole home system on the VIP plan with Hotel Collection. The scents and system are great, but I would be very skeptical of the service. We don’t receive our oils on time and you will be shocked at how often the scents you want are out of stock. We paid a ton for the VIP membership and I don’t think it’s paid off. Even after sharing feedback, nothing has changed. Be wary of the VIP membership.
Lance O’Hara
United States
Horrible experience
Horrible experience. They ship defective diffuser devices that don’t work. They don’t even attempt to do an exchange for a replacement device. They continue to bill for the subscription without any issues. Buy your diffuser on Amazon, get your oils locally or from Amazon. It’s not worth the hassle, headache dealing with Hotel Collections LLC.
M. Darien Young
United States
Scammers
Terrible scamming company, been taking money monthly without sending any oils out. Dont bother to respond to emails. DO NOT
Dalvir Chana
United Kingdom
would give zero stars if i could
would give zero stars if i could. i regret signing up for one of their aggressive deals that locked me into a three year subscription. they continued to charge me every month even though they did not have my preferred product. they never reached out to me to let me know. yet every month, $119 was charged and they had no product to ship. had i not caught it, they would continue charging me. THIS IS FRAUD!
Alexandra Rosen
United States
Scammers
Guys, don’t do it! Product is beautiful and advertised well but poor quality. Got a luggage set that broke down after the second use. Nothing works, save yourself the headache, truly not worth it. They also promote lifetime warranty which is also a scam. Customer service is not even real as they avoid talking to you when you when they figure out you’re on to them. Their reviews on their website are all fake! They don’t allow you to submit personal ones. I also have pics
Mel
United States
It's a scam!!! Run away.
Don't fall for this trap! They make you believe you're winning the diffuser, but they actually sign you up for a subscription, and when you cancel, they try to charge you a $79 penalty. It's a SCAM!
Evandro Evangelista
United States
Worst company to get through!
Worst company to get through! They charge your card and not have item in stock. It’s been over a month and they have not shipped my subscription oil. Have tried many times to call and no luck no one answers on hold for over an hr. They love to collect $$ and not ship items right away I mean if you don’t have the item in stock why collect money!!!
Enny Oses
PR
Misleadieng Promotion and Frustrating Policies – Disappointing Experience…
I purchased the Chauffeur Car Diffuser through a promotion that seemed like a good deal, but it quickly turned into a frustrating experience due to restrictive policies and misleading offers. The diffuser itself was far too intense for my small two-seater car, and the unit was much larger than expected. I contacted customer service almost immediately, but was told I couldn’t return it because it had been used. How else are you supposed to know if the scent is too strong without testing it? I had barely used any oil. I was then informed that because I accepted the “free” diffuser, I’m required to continue the subscription for several months or pay a large fee for the device. On top of that, the $15 “mystery gift” turned out to be a $50 voucher with major exclusions, making it essentially useless. Between the strict subscription terms, no-return policy on used items, and misleading “mystery gift,” this was a very disappointing experience. Read the fine print carefully before purchasing.
Theresa D
United States
My simple one bottle order turned into…
My simple one bottle order turned into a $5K subscription which I was on hold for 3 hours without anyone picking up the first time and over 90 min the second to cancel. I received the cancellation notice and discovered they never canceled with the creditor and are still trying to ship product. This is a COMPETE SHAM. DO NOT ORDER directly from AROMA 360 or the Hotel Collection. Order from amazon instrad
CRM
United States
Abbegail deserves 0 stars!
Abbegail deserves 0 stars!! Customer service are you efen kidding me!! The agent drops me while requesting update on an UNFULFILLED order. If a customer gives you an order number YOU need to provide a status!! I paid you to ship a product! Where is my order Abbegail????
lilypod_yahoo.com
United States
I have a subscription and haven’t…
I have a subscription and haven’t received it. Sent 3 emails and NO one has gotten back to me. When I first started they were great even called me and now, it’s like they don’t care!!! I’m not happy at all. So strange. Very upset!!!
Trisha
United States
I signed up for Hotel Collection's Monthly Subscription Service
I signed up for Hotel Collection's subscription less than 90 days ago because I was excited to receive a new fragrance each month. The sales process was a bit overwhelming; they put a lot of effort into convincing me to subscribe. Unfortunately, the experience after they had my business was completely different. When it came time for my monthly shipment, I never received any communication that my selected fragrance was out of stock. No email. No text. No update. No offer to substitute it with a similar scent. I only found out there was an issue because I reached out to customer service asking where my order was. To make matters worse, I was then told that not just one, but both fragrances I had previously received were out of stock. The company knew there was an issue, yet never proactively communicated it to me. When I asked what they were willing to do to make up for the inconvenience, the resolution offered was a complimentary room spray. That response completely missed the point. This wasn't about getting a free item, it was about the lack of communication and poor customer experience. If you're considering subscribing, understand that the marketing and advertising create expectations the company doesn't always appear able to meet. If products are unavailable, customers deserve timely communication and reasonable alternatives instead of having to chase down answers themselves. Based on my experience, I cannot recommend this company to anyone.
Laisha McDaniel
United States
If I could give zero stars I would
If I could give zero stars I would. Appalling customer service: aggressive upselling, orders fulfilled partially if at all, failure to respond to specific requests. Avoid at all costs.
David Shepherd
United Kingdom
Terrible customer service
Terrible customer service. After ordering 140$ order that never arrived. They told me I would need to dispute it with the incompetent shipping company they used that I have never heard of. The shipping company never responded to my claim and hotel collections would not refund my money. Please avoid doing business with them.
jay marques
United States
Absolute scam of a company
Absolute scam of a company! Unclear advertising about their product, delivered a product with the wrong plug, their returns policy seems like they just take more and more money from you for stupid things (like a restock fee?!!!) but oh wait I cant even return my product bc customer service have completely ignored by emails AND customer support requests!!!!
Amber Baily
United Kingdom
Unfortunately you want to like this…
Unfortunately you want to like this company because they have an amazing product, but, the shady business practices are so beyond most companies. Even if they refund the subscription products, you get charged an "early cancellation fee" then when all is said and done there is still a $15 charge for a mystery gift you do not receive. Do NOT use this company.
Colette Venteicher
United States
I have been a loyal Hotel Collection…
I have been a loyal Hotel Collection customer since 2020. I purchased a Penthouse diffuser with a guaranteed 30-day trial upon arrival. I contacted them multiple times by email and phone starting June 19, 2026 to cancel within my trial period. Instead of honoring my contractual right, Case Manager Josue Clermont threatened me with collections while my trial was still active, falsely claimed I never contacted anyone, refused to connect me with a supervisor, and hung up on me. I have filed complaints with the BBB, CFPB (ID: 260701-34930345), and NY Attorney General (Intake: 1-1294192532). Six years of loyalty destroyed by one disgraceful experience. Buyer beware.
Danielle Davis
United States
They are fraud and doing scam
They are fraud and doing scam. They steal my $195. And nothing i mean NOTHING (no any single thing) in my hand. They are doing scam.
R.G
United States
Stop dont purchase!!
Stop dont purchase!!! The worst company i have ever dealt with. Very expensive they get you in a 3 year contract but its not paid off in 3 years cuz of interest! Comes out to 5 years paying over 2,000 than expected! They wont do anything for you if you call in! Please dont purchase
Vicky
United States
If I could give it zero stars I would
If I could give it zero stars I would! Terrible experience!!!! Didn’t receive a complete order, promise a refund over a month ago and still have received!!!! BEWARE!!!! Basically stole my money!
Mary
United States
Would give 0 stars if I could
Would give 0 stars if I could. I am so angry with this company. Here is my experience so far: 1. Ordered two studio diffusers and oils. Within one hour of placing my order, a sales rep called me and tried to upsell me a much more expensive system. I declined, and was assured my original order was in transit. 2. Order did not ship for weeks, I had to follow up and only then did the order get put into transit. It was very difficult to get a response, especially once I had declined the upsell. 3. Diffuser arrived more than one month after ordering and guess what? It doesn’t work. Blue light comes on but green light (indicating scent is being diffused) only stays on for a few seconds. There is no sound indicating that the system is on and working. I bought two of these so spent almost $400CDN and it’s absolute garbage. The sleek design is deceiving – this company is as low-end as it gets. Criminals.
Sarah MacNeill
Canada
Awful and non existent customer…
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.
V Tizzle
United States
Used for 8mths but horrible customer service.
I've been using the Car diffuser for about 8mths, and while it works well and looks decent, the customer support is not great and the website is extremely slow and doesn't work properly. They once sent me a replacement scent when one arrived half empty after leaking during transport, which was nice, however, they will purposely ignore my emails. I wanted to change and try different scents but the website wouldn't work, and they wouldn't change it for me. I cancelled my scent subscription and went to start a new one with a different scent, but the website wouldn't let me order anything other than 1 specific one. Deliveries usually took 3+ weeks to arrive I've given up and decided to go with Arozen, which has a lot more positive reviews.
Connor Bettini
Australia
STAY AWAY!
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.
Melanie
United States
No communication, no restock date
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.
Roberta
Italy
Awful customer service
This company has awful customer service. Had wait on hold for 2 hours to talk to someone. Broken machine. Always out of oil.
Chris Mellgren
United States
If you're considering a VIP Concierge…
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.
Tony Hoffman
United States
Terrible company and nothing but a…
Terrible company and nothing but a scam. Complete lack of customer support and you cant get anyone to even call you back. They purposely avoid returning your call until your time is up to make any changes or cancel. DO NOT USE THEM!
Thomas Elsea
United States
Oversubscribed and over charged
I was initially very excited about this product, but my experience with the subscription and customer service has been extremely disappointing. I started with a monthly subscription and later agreed to switch to a quarterly plan after it was presented to me as a better option. Unfortunately, my original monthly subscription was never canceled, and I later learned I had multiple subscriptions on my account. A representative from the company even left me a voicemail stating that I had multiple subscriptions and was overpaying. To make matters worse, I expected to receive three 500 mL bottles under the quarterly plan but instead received three 200 mL bottles. When I contacted customer service, I was told I was outside the 30-day cancellation period and that my agreement could not be canceled, despite my concerns about how the account had been set up and managed. I attempted several times to resolve these issues directly with the company, but I was unable to reach a satisfactory resolution. I recommend that anyone considering a subscription carefully review the terms, verify exactly what products are included, and regularly check their account to ensure there are no unexpected subscriptions or charges.
Ross Lehrer
United States
Horrendous company
Horrendous company, No technical support and bad product. DO NOT BUY ANYTHING FROM THEM.
Carlo Vaccarezza
United States
These people suck taking them to court…
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.
Rommel Upshur II
United States
Conflicting Product Information After Purchase | Website Said 600 Sq Ft, Sales Rep Said 200 Sq Ft
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.
Christi Tasker
United States
Stay away from this company
Stay away from this company. They charged my card multiple times and tried to force me to pay a $79 cancellation fee for something I did not intentionally subscribe to. The customer service experience was awful and they treated me with zero respect. The diffuser oil barely lasts and is not worth the money. Very disappointing experience overall.
Hanni
United States
waiting on hold is never good when the…
waiting on hold is never good when the customer is trying to reach the company in company hours . theives i ask to cancel an order they don't listen change an order they don't listen. ai is now all over the phones rude don't waste your money scent does not last. rip off on price!!
Tami Levine
United States
The experience is terrible and order received partially
The experience is terrible. I have ordered April 30th, I had sent more than 11 emails to get only 20 days later just a part of my orders What was inside the box : 2 Dream on 1 My way 1 dream on reed diffuser without any sticks What I haven't received The stick for the dream on reed diffuser The 3 studio Pro Scent diffuser colors champagne. Last email sent 3 days ago, still no news, no update. I am not even sure the scent is really working. Very disappointed!
Tsi
France
Gimmicky, aggressive sales tactics
I picked the studio mister and immediately got a phone call where a nice lady attempted to upsell me for 15 mins. Took me awhile to talk her down but I managed to do it. What arrived 2 weeks later was a disappointment. The studio mister has three settings (low, med, high), and requires the use of a remote. No app access and no ability to schedule or fine tune the app. I bought one scent that I didn't love, and followed up with two more scents that I liked a little more. The product is okay I guess, but the customer support is tough (my order of scents were lost for 2 weeks before suddenly arriving without warning). Also be prepared to constantly review marketing texts to buy more scents and more products. It is an obnoxious experience. I just dropped $80 to get out of the subscription. That hurt but at least I won't be harassed!
eric woodring
United States
Horrible company
Horrible company ! They roped me into a fraudulent contract and now want me to pay them $3000 in oils! Can you imagine In today’s world paying that on oils. They will NOT let me out of a scam subscription I never signed up for. Hate this company and what they’ve done Scammers and not nice people. Like I said two other more reputable companies let me out of subscriptions but greedy, awful hotel collection aren’t as kind. Will NEVER use this company again and I don’t recommend it AT ALL! One very unhappy customer
Alexandra Leeds
United States