Online Retailer
Hotel Collection LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 905 total complaints in the last 3 years.
- 441 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/14/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sent a shipping label by Hotel Collection to return the following shipments for reimbursement to my *********************************************** Estimated value of $326.62 I have never received reimbursement. I have called on 2/25/2025 (or 2/26)(Lerna?), 4/11 (******), and 6/30 (******). Each time I was told I would receive a phone call after they looked into the situation. No one has yet to return that call. The last one promised the call me at 3:00pm on 7/1, as I stated the last time I called that person stated he would also call me back.Business Response
Date: 07/28/2025
Hello,
We sincerely apologize for the inconvenience the Ms. ******** experienced. After a thorough review, we were able to confirm that the returned items were received and, unfortunately, the corresponding refunds had not been processed as expected.
This matter was escalated to our management team, and we can now confirm that a full refund has been successfully issued. Due to the fact that the orders were processed separately, the refunds were issued individually. Our team attempted to contact the customer via phone to explain the breakdown, and when we were unable to reach her, we followed up with an email outlining the details.
We truly regret the delay and are committed to improving our follow-up process to avoid similar issues moving forward.
Best,
Customer Answer
Date: 07/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:07/09/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Returned product without opening. Its been 2 months and 4 phone calls and I still have not received my refund.Business Response
Date: 07/11/2025
We thank Mr. ******** for the opportunity to address this matter.
After an internal review, we would like to clarify that the one-month delay was due to human error. We do apologize for the delay in processing this refund. It should be visible in the clients account within 5-7 business days.
This matter has been fully resolved.Customer Answer
Date: 07/14/2025
Complaint: 23574088
I am rejecting this response because:
Sincerely,
***** ********Customer Answer
Date: 07/15/2025
Received todayInitial Complaint
Date:07/02/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 16. I purchased a diffuser and a 3 oil.On June 27th it says delivered. But nothing arrived to my door. I sent a email letting them know. On June 28th I received a spray from them which they charge $15 as a mistery tem. And I received an email from u portal 360 saying you have been approved for the loan this is the same portal they used before I sent a note stating I never applied for a loan. On June 29th Lizz from customer service answer my email regarding the first shipment not received she provided a picture which is not my address.I answered and provided a picture of my address that the 2nd item received. It is very different. July 1st I received a email stating that I should file a police report and sent a copy. I answered that I can't not do that since I never received this item at my address and to please cancel my order.The same July 1st she answered to file a report with the carrier. I answered today again to please cancel my order and that I didn't purchase this items from a carrier but from a Hotel collection company *******************************. Please help this compant had apply for a loan with out my concent and refused to cancel my order. Thank you in advance for your help in this matter.Customer Answer
Date: 07/06/2025
Today I received a refund. I'm still waiting for an answer about subscription of 3 oil cancellation and about the loan application done with out my consent. Thank you and advance for your time and help.
Customer Answer
Date: 07/28/2025
Good afternoon the update regarding the rest of cancellation has been satisfied. Thank you so much for your help in this matter.
Initial Complaint
Date:06/29/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint due to a complete lack of customer service, misleading advertising, and a defective product.I purchased a Studio Pro Diffuser and accompanying oils from this company over two weeks ago. The product does not work as advertised. Despite being used exactly as instructed, it fails to scent even a small 300 sq ft space. This is in direct contradiction to the performance claims made on the companys website.Since receiving the product, I have submitted four emails and a contact form requesting help or a refund. I have received no response at all. The product is clearly defective, and I have done everything possible to seek a resolution with the company before escalating this complaint.I am now requesting a full refund for the faulty product. If I continue to receive no response, I will also be filing a dispute with my credit card company and reporting the business for fraudulent advertising.This company is ignoring customers and profiting off products that do not work. I hope BBB can help hold them accountable.Business Response
Date: 07/08/2025
Hello,
We would like to thank Ms. ******** for bringing this matter to our attention. We sincerely apologize for the lack of response from our team. Due to an unusually high volume of inquiries, our response times have recently been impacted, but we are actively working to improve this.
We would like to offer the customer a new Studio Pro Diffuser free of charge, along with two oils and a room spray of her choice. Should the customer prefer a refund instead, we are happy to accommodate that request as well.
We kindly ask Ms. ******** to confirm her preferred resolution through this BBB complaint so that we may proceed accordingly.
Best,
Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would please like the company to send me what they are offering here:We would like to offer the customer a new Studio Pro Diffuser free of charge, along with two oils and a room spray of her choice. In the Westin hotel inspired scent to my address at:
****** ********
*************************************************************,********, **, 97035
If they have any other questions or if I need to follow up elsewhere please let me know! Thank you!
Sincerely,
****** ********Initial Complaint
Date:06/29/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against Hotel Collection due to their failure to resolve a product defect issue.I purchased a Studio Pro Scent Diffuser from their website. Upon receipt and light use, the diffuser began leaking from underneath the unit. I contacted Hotel Collections customer service, submitted a photo of the leaking diffuser, and requested either a replacement or refund. Despite my follow-up, they have not resolved the issue nor communicated a solution.The product is unusable and could damage surfaces. This lack of response from the company is unacceptable. I am requesting a full refund or replacement. Ive included documentation of my order and proof of the issue.I would appreciate the BBBs assistance in resolving this matter.Sincerely,*** MadrigalPhone: 818-671-9887Email: *************************: *******************************************Business Response
Date: 07/10/2025
Hello,
We appreciate the opportunity to address this matter and thank the customer for their patience. We sincerely apologize for the lack of response and understand the frustration this may have caused. Due to an unusually high volume of inquiries, our response times have recently been impacted, but we are actively working to improve them.
We would like to confirm that the Mr. ******** sent his defective machine back and a refund was issued on 7/4 for the original order. The funds should've been reflected at this time.
Best,
Customer Answer
Date: 07/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ********Initial Complaint
Date:06/25/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Product stopped working after three months with the oil fragrance leaking out the bottom all down the back of my wine cabinet. This was purchased through *** and after multiple times trying to contact Hotel Collection LLC I finally was able to talk to a live person and was not able to resolve the issue, they kept trying to sell me a new one. Im not sure if this oil is flammable or not and could of caused a fire.Business Response
Date: 07/07/2025
Hello,
We would like to ask the customer to kindly include the purchase made through *** so we can further assist, since we do not have an order number nor do we have an account for the customer.
Best,
Customer Answer
Date: 07/08/2025
Order Number: **********
Ordered on: 12/12/2024
Auto-Delivery Plan
H493069
Hotel Collection Studio Pro Scent Diffuser Auto-Delivery
Black
QtyQuantity: 1
$149.98
Standard Delivery$7.50
Shipped: 12/19/2024
1ZX2W4240391632839
Tax:$13.78Customer Answer
Date: 07/08/2025
Complaint: 23517499
Order Number: **********
Ordered on: 12/12/2024
Auto-Delivery Plan
H493069
Hotel Collection Studio Pro Scent Diffuser Auto-Delivery
Black
QtyQuantity: 1
$149.98
Standard Delivery$7.50
Shipped: 12/19/2024
1ZX2W4240391632839
Tax:$13.78
Sincerely,
***** *******Business Response
Date: 07/15/2025
Hello,
QVC orders are not processed by Hotel Collection. The purchase is made through ***, Hotel Collection is the vendor and *** does not share customer sales data with us. We only fulfill shipments of the orders received. Since the purchase was through ***, the customer needs to reach out to them for order support and *** should be able to process their replaceme
Best,
Customer Answer
Date: 07/15/2025
Complaint: 23517499
I am rejecting this response because:
*** said I had to go through Hotel Collection so neither company has helped to resolve the issue.
Sincerely,
***** *******Customer Answer
Date: 07/16/2025
Hotel Collection absolutely didnt make a good effort to resolve this issue by wanting me to spend more money to replace the item, and by my own checking online this so happens to be a big issue with their product, that seems to be the reason they only offer a thirty day warranty, stops working. Im not going to spend more money on a product that stops working after thirty days, at this point Ill take my issue too social media, oil leaking down the bottom of the defuser has to be a fire hazard since the defuser is plugged into an electrical outlet. I will make sure *** never sales this product again.Initial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a flexible subscription program for a monthly delivery of Sand Wax Refill - My Way- 40 oz. about 10 months ago. About 3 months into the subscription I decided I didn't need anymore of the product as I wasn't using it much. When I went to manage my subscription it informed me that my password was invalid so I entered the forgot my password portal. Everytime I pressed the button it just returned me to the home page so I could never check into my account to cancel the subscription. I have attempted emailing them with no response. I believe this is a scam as I've since done some research and many other customers are reporting the same issue.Business Response
Date: 07/08/2025
Hello,
We appreciate the opportunity to address this matter and thank Ms. ******** for her patience. We sincerely apologize for the lack of response and understand the frustration this may have caused. Due to an unusually high volume of inquiries, our response times have recently been impacted, but we are actively working to improve them.
We would like to confirm that the customers subscription has been successfully cancelled. Additionally, since the cancellation request was submitted on 6/23, we have processed a full refund for the June orders.
If there is anything further needed, we remain available to assist and ensure the matter is fully resolved.
Sincerely,
Initial Complaint
Date:06/19/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was contacted by a representative of Hotel collection to join their VIP program on 6/5 where they shipped me a penthouse diffuser and oils on a subscription program. I was told that I have a ******************************************************************* a return label and I can cancel the subscription. I got the product on 6/12 and trialed it for 4 days and didnt find the product to work. I tried messaging them on their portal with no response. Emailed them about returning and cancelling the subscription with no response and I have called multiple times. Sometimes when I call Im put on hold for long periods of times and other times they hang up on me. Im never able to have the full conversation about returning the product and cancelling the subscription before the line goes dead. This is extremely sketchy business dealing because they are clearly trying to hold me into the subscription until the trial is over and they should be ashamed of themselves. ***** this company at all cost cause if you have a single issue there is no way to get ahold of them. So much for concierge service. Oh and they sent me all this stuff with no account number or tracking number.Business Response
Date: 07/02/2025
Hello,
We sincerely apologize for the delay in communication and the inconvenience the Ms. ******************* This is not the level of service we strive to provide, and we are actively sharing this feedback with our team to ensure a smoother and more reliable experience moving forward.
After reviewing the case, we can confirm that the customers request to cancel the VIP Oil Program has been approved. A return label was issued, and the diffuser has since been returned. We will follow up with the customer directly via email to confirm that the account has been fully canceled and that no further charges will apply.
We appreciate the opportunity to resolve this matter.
Best,
Customer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:06/18/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally file a complaint against Hotel Collection, a company operating under Aroma360, regarding a misleading advertisement and unsatisfactory customer service.On June 5, I placed an order with Hotel Collection, totaling $210.94. During the checkout process, I was presented with an offer for a "mystery gift," which was clearly advertised as a product. However, after completing my order, I received a $50 voucher with an expiration date instead of a physical product.I reached out to Hotel Collection to address this discrepancy, highlighting that their advertisement indicated I would receive a tangible product rather than a voucher. Unfortunately, they refused to refund the amount spent on the "mystery gift." On June 14, I attempted to resolve the issue once more, but the company reiterated their stance, stating they would not issue a refund despite the misleading nature of their advertising.I believe that this situation reflects a serious issue of false advertising and poor customer service. I am seeking your assistance in addressing this matter and would appreciate any guidance on how to proceed further.Thank you for your attention to this complaint.Business Response
Date: 07/08/2025
Hello,
We appreciate the customer bringing this matter to our attention and apologize for any confusion or inconvenience experienced.
We would like to clarify that a refund for the $15 mystery gift item was processed on June 20. This refund should have been reflected on the customers original form of payment shortly after.
Best,
Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Hayley ******Initial Complaint
Date:06/18/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a diffuser with this company then set up a reoccurring subscription costing more than $50 a month. My first order took a month to receive as it was lost and then once it arrived it was damaged and the oil leaked all over the box. The company replaced the order which took weeks to get and it too was poorly packaged causing it to break in transit. Ive been attempting to contact them as they said they would send a third replacement and I still have not received my original order. They gave me a $50 gift card for my troubles but I simply want the original order. Still no response from the business with the exception of the automated reoccurring email to get ready for my next order. I purchased the diffuser months ago and have not been able to use it due to their packaging flaws and lack of communication. Its disappointing as I really wanted this for my home but now they have a reoccurring withdrawal from my account with no goods being received.Business Response
Date: 06/30/2025
Hello,
We sincerely apologize for the frustrating experience Mr. **** has faced and truly appreciate him taking the time to share this feedback. We understand how disappointing it must be to receive damaged items and to experience delays and lack of clear communication, and we deeply regret that this has been his experience with our company.
Please know that we take these concerns seriously and are actively looking into the matter internally to ensure issues like this do not continue. Were reviewing our packaging process and communication protocols to help prevent similar situations in the future.
Weve processed a shipment of two replacement oils at no additional cost to the customer. We hope this helps provide a better experience moving forward and sincerely thank the customer for their patience.
Best,
Hotel Collection LLC is NOT a BBB Accredited Business.
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