Hotel Collection reviews and discussion

This has been one of the worst experiences I’ve ever had with a company. The products are cheap, poorly made, and clearly low quality. I’ve ordered the hourglass diffuser twice now, and both times it either never arrived or broke almost immediately. It’s been over a month and a half, and I still don’t have what I paid for. Meanwhile, customer service is completely unresponsive. At this point, it feels like my money has been taken with zero accountability. I’ve tried to resolve it, requested help, and gotten nowhere. Yes, the scents smell good but that means absolutely nothing when the diffuser doesn’t work or never shows up. I’ve had to pour their oils into diffusers from other, more reputable companies just to use them. Honestly, I don’t even feel confident about the safety of their products around my children or pets. When a company operates like this low quality, no support, and no follow-through it’s hard to trust anything they sell. Cancel my subscription immediately. I will not be ordering again. Save yourself the frustration and buy from a company that actually delivers what they promise.

This is the biggest waste of time and money. Hotel collection is the biggest ripoff ever. They sent me the penthouse diffuser and it dose not work at all. They refuse to help or return. DO NOT BUY ANYTHING FROM THIS COMPANY!!!!!

Officially done with HC. Ordered replacement bottles, and as usual they won’t send till you call them back. Fortunately, I did call back and had ordered the incorrect bottles….HOWEVER they would not cancel it out unless I bought something else/subscription. In the end, he transferred me to customer service who wouldn’t take my call because miraculously they move so quickly and my order was already shipped? Highly doubt that as the account manager could change my order IF I did the subscription. No one in my house likes this anyway except me so it’s done. I do think these have had an effect on upper and lower respiratory for those in my house.

I love the scents offered by Hotel Collection, however I was dissapointed in the candle as it had absolutely no throw. I couldn't smell it at all... Even with my nose right over it I could barely smell it. BUT, the scent itself is incredible. My favorite is 'Black Velvet' as it smells exactly like the EDITION hotel's custom Le Labo scent. I'm sure the diffusers work much better!

I SUGGEST PURCHASING FROM ANOTHER COMPANY. We just received our Pro 600sq ft diffuser and oil on Friday 15 November 2024. As we opened the package, we found that the oil was already unsealed and half the bottle already leaked within the box (pics attached). Customer service via phone and chat are unreliable. We have to leave a message of issues and wait 24-48hrs for a response. As first time buyers, I would highly recommend to purchase from a reputable company instead of this one. For the price we paid, it is not worth the hassle, as expressed from other consumers.

I purchased the hotel collection diffuser in March. It broke after five months. I called and they said you get 90 days. It is garbage for the price. They offered me an upgrade, to which I said tha doesn't help when I have four bottles of the 50 ml that I wouldn't be able to use anymore. Which each costed over $50! I took my diffuser apart, why not, it already does work. I found that there are three rubber stoppers, all of which were torn and broken, causing the oil to leak into the machine onto my furniture, eating into the stain. This product is so expensive for only lasting less than 6 months. Especially considering, my subscription said it was for free if I use it for one year! What a disappointment! Very disgusted with the lack of customer service to work something out. What a waste of money!

So my friend and I bought the pro diffuser. Well I went to check my diffuser to see if the oil was low and long and behold, upon opening there was oil on the bottle and looking further it was in the bottom of the base of the differ. It was a good amount. So I am asking myself how is that possible, I bought this because of stupid Tik Tok. So I reached out to customer support after waiting on the phone for over an hour I hung up. This is a hazard if you have it plugged up all day without checking. The product is a good idea but bf concept on the oil. I would not recommend this item and it’s part of the Aroma 360 brand as well. Sucky part is I can’t cancel my subscription for 2 more months. Once it’s done it’s done. Cancel on contact. Don’t spend your money.

Dealing with this company is agonizing. Suffice it to say, their diffuser lasted 45 days before breaking. Customer service is the opposite of helpful. I went from upset at the poor quality of their products to absolutely enraged as they failed to address or respond to my issue and instead just tried to get me to buy a more expensive device. Scammers and generally horrible people. Their treatment of customers is unconscionable.

I absolutely love the concept of this and the wonderful fragrances BUT THIS THING IS POORLY MADE! It leaks oil profusely which damages the wiring which leads to malfunction.

The first diffuser showed up broken. We took the time and effort to send it back and they sent us a new product which they over billed us for then, we had to get that corrected. We had the diffuser about 60 days now, it’s never really worked 100%, and it’s completely stopped working. We have tried everything “tech wise” to fix but no luck. Now it’s just a red light and no mist. Would not recommend.

I bought a diffuser from these people when I got it it did not work. Talk to one customer service person. They said they were going to send me a return label which never happened. I have spent hours on hold on chat with these people to get nowhere they won’t even call me. They won’t respond to me at all. These diffusers are too expensive to get ripped off on and they can’t even make it right. I have screenshots of all of this to prove it don’t buy from them because if they screwed up, they will not fix it.

I don't like the smell of any of the oils. It is impossible to cancel this subscription. Can't get my refund.

the worst company that I ever dealt with. They charged me for a 99.95 membership fee that I never signed up for and won't allow me to cancel. They also signed me up for bimonthly orders of the same product that I cannot cancel at all.

THE WORST COMPANY ON THE PLANET. I have Been fighting with them since July, over multiple issues with my order, they would not help. finally I decided to cancel, they sent a label and I shipped my equipment back. They confirmed receipt of the equipment on 9/5, but still charged me on 9/9, and now refuse to give a refund. They are absolutely criminal, this is just the most recent issue. It’s been non stop since my first order.

There is a reason all the reviews on their site are over 3 stars and every other platform is extremely lower. Im sure they wont show the review I just left, which is a shame because it is helpful information I wish I had. I bought the Hotel Collection Studio Pro Scent Diffuser about two months ago. The scent quality is excellent- but in my 546 sq ft living area, you could barely smell it. Before buying, sales told me I could upgrade for "free" with a subscription if I needed more coverage. When I called to do that, I was told the “free” upgrade required a 36-month commitment (~$150/month), or I could buy the larger machine for $700+ and still pay a monthly subscription (~$150/month). They wouldn’t even offer a 12-month commitment. While your policies may be technically accurate, the experience feels disconnected from a consumer’s reality. I expected a subscription cost—that’s totally fine. What I didn’t expect was that, to upgrade and give your company another chance (because the scents truly are lovely), I’d have to either commit to 36 months or pay $700+ for the larger device. Sales should be upfront about those terms. I get that a three-year contract might make sense for hotels, but for a homeowner—who may not even be in the same space in 36 months—it’s a tough ask- especially when the OG product I ordered from you didnt even work as advertised

Purchased the Penthouse model in 2023. Suddenly stopped dispensing the mist. I called support for troubleshooting and nothing worked. Told me it’s no longer under warranty Very disappointing for the amount of money spent

So where do I start lest start by saying that, I was sale pressured into purchasing the Penthouse diffuser when I requested the studio pro. my actual call was to get the studio but after being on the phone with this sales person for over an hour ( which by the way I called during my lunch hour thing this will be a fast and quick call noooooooo! that was not the case So I ended up being a VIP LOL and being charged $150 per month for 2 years that my friend is $3600. so after signing my life away I hang up and got back to my job..thank goodness I still have a job after the call I waiting for my product to arrive and try it out, will the day the defuser came I had the hardest time setting it up and to me surprise I was super allergic to the scent I had a horrible head that I called Customer service to let them know that I changed my mind and I needed to return the product, they tried to talk me into getting a different kind of oil something less strong I got so tired of saying no thank you that finally they said ok we will send you a return label.. I returned the machine along with the oil BUT never got a refund back, I called customer service 3 times to ask for my refund...so on another note my bank ws being charged $90 a month for some oil refill that I don't remember ordering SO I had to call again this is the 4th time to asked them to please cancel my oil order that I did not need it any more because I returned the machine back this was back in May but I was still being charged for the oil so finally I got to talk to the supervise since I was not getting anywhere with the customer service rep. he said that I had to return the oil for me to get a refund back and about the machine refund this is what they said "We can't refund you your money back because the machine was used" ok so by this time I was in fumes!! I was never told that if I used the machine they would not refund me my money back , what they did tell me was "you can use the machine and if you are not happy with it just retuned it" I wish I was not in such a big hurry to get them off the phone to ask" Do I get my money back?" Any way now I am waiting for them to email me the return label so I can return the refill oil back and hopefully get my $180 back..... so I hope read my review and think twice before buying form this company and if you do PLEASE ask questions and don't let them pressure you.

Absolutely horrible customer service, they sent me a faulty diffuser all they did was sending me instructions, avoid at all cost I had to call my bank to get my refund and also they sending items from USA they are not based in UK or Europe.

I was sale pressured into purchasing the Penthouse diffuser when I requested the studio pro. After the sales pitch I bought it. You charge me 119.00 a month for scent I don't recieve and this diffuser just sits on my counter doing nothing. It never worked properly anyway. Please dont fall for for this scam. I wish I wouldn't of.

I ordered diffuser that came with a scent. The scent could not be smelled. I contacted the company. They said that I bought the wrong pod. I went through a three week email argument with this company and and all they try to do was get me to buy new pods buy a new diffuser at one point they said they would allow me to return it, but I had to pay for the delivery to get it back there And there was gonna be a 20% restocking fee which essentially had me losing even more money not to mention yesterday I noticed a charge in my account for a pod that I did not purchase