hotelcollection.comReviews of hotelcollection.com

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 .