hotelcollection - Reviews and experiences

if you care about someone answering cancellation requests and stopping deliveries, beware — that part failed miserably for me.

nice design, snug packaging and the mist was fine for the first couple of weeks. Then it started leaking. Not a trickle, proper leaking. This is my second unit, so by now I don’t think it’s misuse; customer support actually said the motor can be at fault. Warranty? Three months. For the price I paid that felt stingy. What I found most frustrating was the response: instead of offering a repair or straight replacement they pushed a discount to buy another one and then pivoted to a subscription/VIP plan with monthly oil orders and more commitments. I get that’s a business model, but it felt off when I was reporting a defective item. The diffuser does scent the room nicely when it’s running, and when it isn’t leaking it’s fine — not perfect, but pretty good. Delivery was okay, arrived in decent time, nothing fancy. Overall: useful product with a recurring issue and a customer service approach that leans sales-first rather than fixing the problem. I wouldn’t recommend it to anyone who expects solid support if something goes wrong.

the diffuser smelled great but didn’t last. I should’ve expected issues, but still—less than a year is disappointing. I used it as a monthly subscriber, not running it 24/7, so when it died I called and was told it wasn’t meant for continuous use. Which, okay, but I wasn’t using it nonstop. No offer to swap it out. Instead I got a pretty heavy-handed sales pitch to buy a whole-house model. That felt pushy.
I’ll say this: the unit did its job while it worked. The scents were nice, and switching types was easy. But every time I changed scent types someone reached out asking if I wanted to “upgrade” to a bigger unit. The messages all came from different numbers, same area code—kept blocking them, kept getting new ones. Annoying.
Canceling the subscription was another hassle. The website makes it look like you can do it yourself. You can’t. I had to call a rep to actually cancel. That’s a design choice I didn’t enjoy. A new room diffuser runs about $49. If they’d offered me a replacement for like $25, I would probably have bought it and moved on. But they didn’t, so I didn’t.
Bonus weirdness: I compared their site side-by-side with another brand, Sentiments, and things looked awfully similar—same specials, same countdown timers. Sentiments even advertised a two-year warranty if you were subscribed. I had a six-month warranty here. Go figure.
Not perfect. Feels a bit like you’re buying into a sales funnel more than a product sometimes. Still, if you want decent scents and don’t mind a bit of customer-service theatre, it works—just don’t expect forever.