Complaints

The 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:01/10/2025

  Type:Order Issues
  Status:

  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.

  When I ordered a small diffuser with some oils, they ran me down and called and called me to make me an offer. I could get a better diffuser on a monthly plan and I could cancel at any time. I only had to sign a paper to ensure the return of their diffuser upon cancellation. I asked them to limit the deliveries since I was in a small studio apartment and didn't need such a large diffuser with constant scent-puffing, and so many oils. Their website does not encourage self-service. I had to constantly call them for assistance and they never complied. I was still getting large oils every month and could not minimize or skip *********** When I tried, they would send them anyway. Frustrated I told them to cancel the subscription. I was given the runaround, but eventually I got someone named ****** who assured me that it had been done. I'M STILL GETTING OILS AND BILLED and now they're saying I'm beholden to them, as if in a time-share. Attached is their assurance that I was canceled. The amount of money I've paid I could have bought the diffuser outright. I'm still using the FIRST BOTTLE OF OIL. They're huge and my small apartment doesn't need anything as large as what they keep sending me. I have every one of the others unopened and can gladly send them back. They are a horrible company since they are extremely dishonest in their practices. They even coerced me into leaving a positive review previously by sending me free samples if I did.

  Business Response

  Date: 01/13/2025

  Hello, the client ********** **** is a Hotel Collection client. We ask that BBB move the complaint to Hotel Collection's BBB page.

  Business Response

  Date: 01/24/2025

  Hello,

  Wed like to take this opportunity to provide clarity regarding the customers account and the concerns raised.

  The customer initially made a purchase that included a fragrance oil subscription. In June, one of our agents contacted the customer and offered an upgrade to a larger diffuser at a discounted price, which the customer agreed to. As a result, the original fragrance oil subscription was cancelled, and a new service was added to the customers account.

  Our team made sure to inform the customer about the ****** grace ****** associated with this new service at the time of the agreement. The last documented interaction we had with the customer was in December, during which our concierge team further clarified the details of the subscription and reiterated that the fragrance oil subscription had been cancelled. They also explained that the new service could not be cancelled due to the terms of the agreement.

  We apologize for any miscommunication or frustration experienced. We strive to ensure all customers fully understand their subscriptions, and we are more than willing to work with the customer to find a solution that aligns with the terms of the contract.
  

  Best,

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22795530
  
  I am rejecting this response because:

  After they refused to stop sending me oils (I've even received an email on Jan. 22nd from them stating that they need a card number to send yet another oil!) (will attach), I first offered to send them back their diffuser. Since it was used and they refused to take it back (they would not give me an address to send back anything), I then offered to keep the diffuser since I would have paid for it with their monthly subscription. They've taken $119 from me since June and the diffuser does not cost $833. It's on their website currently for $431.96 on sale from $719.94. They refused that offer as well. If you check their reviews a customer begged them to stop calling him. THEY RAN ME DOWN, blowing up my phone, to bamboozle me into getting the huge diffuser which I kept telling them was way more than I could have possibly needed. I'm still on the original first bottle and I have almost a dozen bottles unopened. If they had simply allowed me to control the rate of the deliveries, none of this would have happened. But the website doesn't allow it, and when you're forced to interact with them for assistance, you get tricked into something more. I want them GONE.
  Sincerely,
  
  ********** ****

  Business Response

  Date: 02/05/2025

  Hello, 

  We'd like to confirm we're scheduling a call with our Concierge department. 

  Best, 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  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 ******* at Hotel Collection in August asking to "upgrade" my diffuser. I agreed under the impression that I would be receiving a bunch of "complimentary oils" and quarterly shipments of oils for a monthly payment of around $120. The "complimentary oil set of 5" was 3 oils. And they delivered it to the wrong location. Had to go pick it up from a previous address-- let that slide as it was an error that I was foolish enough to think would be a one time mistake. I never received my Q4 2024 oil shipment. I'm now getting notifications that there are "errors" with my Q1 2025 oil shipment that I have not received. I tried contacting my VIP Concierge Specialist ******* via email and phone- no answer. Called the VIP customer service line-- no answer after waiting on hold for 15 minutes and being asked to leave a message. I went on the website chat and was told that they can't view my account details and I'll need to wait ***** hours for a response from the management team. I've now paid $357 to this company for headache. I am harassed every day by their ************************** to "make my account current." I'm not paying another cent to this scam of a company. I don't want the missed shipments and I don't want "the problem to be fixed." What I want is to cancel my contract and speak with a human being that can help me. Truly dissatisfied with customer service, the professionalism of the billing company (calling me before 8 AM sometimes), and the lack of follow through. I want to return my "complementary diffuser" and cut ties with the company.

  Customer Answer

  Date: 01/14/2025

  Chatted with customer service. Was told to wait ***** hours for someone in management to get back to me. Did that. 

  Now that "management" has gotten back to me my issue is handled in the VIP department. Which I still haven't gotten a response from. My request should have been escalated to the correct department from the start. 

  Running in circles. Trying to get in touch with someone that can help is impossible. 

  I still haven't gotten a response from my VIP Rep. ***** was sent 7 days ago. Followed up 4 days ago. Called phone number for specific *** and general VIP line-- no answer. 

  Received 2 phone calls, 2 texts, and a voicemail from the billing department. Today alone. It is 12:31 PM. Crazy how the only people you can speak to are then ones trying to collect money for non existent product.

  Business Response

  Date: 01/27/2025

  Hello, 

  We're very sorry to hear about the issues the customer has had with her deliveries. We can confirm that we've reviewed the customer's account and our team has unfortunately sent both shipments to the old address since it's the address we have for the subscription. However, we've asked our VIP team to send an email so we can coordinate a call with the customer to reach an amicable solution as soon as possible. 

  Best, 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22794564
  
  I am rejecting this response because: I have been waiting for call backs or emails for so long. Nothing has been resolved on this issue. 
  
  Sincerely,
  
  Camryn *******

  Business Response

  Date: 02/05/2025

  Hello, 

  Our team shipped a replacement to the correct address. Additionally, we've updated the address to ensure all deliveries are sent to the correct place. 

  Best, 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22794564
  
  I am rejecting this response because: I have no received a call from anyone other than billing department. I want to cancel the contract and send back the device. This company is unreliable and it is impossible to speak to anyone that can help. The first order was delivered to the incorrect address and they updated my address then too. Still missing shipments from Q3 and Q4 of 2024. 
  
  Sincerely,
  
  Camryn *******

  Business Response

  Date: 02/11/2025

  Hello, 

  We'd like to clarify that a replacement order was sent. Additionally, we've had two of our agents reached out to the customer to further assist. Unfortunately, we have not been able to reach out to her. We'd also like to point out that this agents calling are not part of our finance team. They're part of our Concierge team. We will be calling the customer again, unfortunately, if she's not picking up the phone, we won't be able to properly assist. 

  Best, 

  Business Response

  Date: 03/20/2025

  We thank Ms. ******* for the opportunity to address this matter.
  
  Upon reviewing the shipment records, wed like to clarify a few things. Firstly, although shipments are sent on a quarterly basis, those quarters are not based on a calendar year. With that said, we did send out the first quarterly shipment on September 16th, 2024 to the shipping address we had on file at that time and it was delivered on September 30th, 2024. The second shipment of oil was sent out on December 10th, however, this shipment seems to have encountered an exception during shipment, as it appears this also was sent to the shipping address we had on file on **************. You can see this proof by tracking **** **********************. Additionally, while Ms. ******* referenced receiving only three oils from the sample pack, we would like to clarify that the sample pack was sent in two separate shipments. Four of them came with the diffuser and the fifth was sent in the next package, however, that package also shows that it was lost in transit. This was a problematic address for multiple carriers for some reason.
  
  Once the address was successfully updated, the next shipment that went out as a replacement for that December 10th shipment was sent to the address on ***************** and that was successfully delivered as evidenced by the photo that is attached. The next scheduled quarterly shipment was successfully delivered on March 17th, 2025.
  
  Our team has made multiple efforts to contact Ms. ******* by phone and email to resolve this issue. An initial email was sent on January 27th, 2025, requesting to coordinate a call, followed by another email on January 30th, 2025, offering to schedule a call at her convenience. A final email was sent on February 11th, 2025, again requesting a time to discuss her concerns. Calls were also made throughout February, but our team was unable to reach her. If Ms. ******* is able to provide a specific time when she is available, we are happy to arrange a call accordingly.
  
  Furthermore, Ms. ******* has been a customer of ********************** since August 2022, which contradicts her claim that the company is a "scam." A company that has provided products and services for over two years would not fit such a description. While we understand her frustration with her recent experience, Hotel Collection has consistently fulfilled its obligations and remains committed to assisting customers in good faith.
  
  Ms. ******* is currently three months past due on her account and has received all but three bottles of oil. We are happy to provide the missing oils as a resolution. While cancellation is not an option, we want to acknowledge any inconvenience Ms. ******* may have experienced. We encourage Ms. ******* to provide a time when she is available for a call so we may finalize a resolution.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22794564
  
  I am rejecting this response because:

  When I signed up for the subscription, I clarified with my VIP rep ******* that she had updated my address. She read the address back to me and confirmed the update. The diffuser was delivered to ************** and I travelled to my previous address to retrieve the package. I had a friend in the building at the time and could have her let me in the building. I then contacted ******* to let her know and she informed me that the "address mix up" wouldn't happen again. It did happen again. As my friend in that building had moved, I could not get into the building or retrieve the package. It is also not my responsibility to ensure that your package is delivered correctly.  If the package was lost in transit, it is your responsibility to ensure delivery of a product. Not take money and let the package remain lost in transit. 

  Oils began getting delivered to my correct address/ weren't lost in transit after I filed a formal complaint with the BBB. I should not have to file a formal complaint to get a response from a company. I have not used them and am prepared to return them with the diffuser. In your response, you still haven't left me a number to reach you. The numbers that I can find send me to the general line and jumping through endless hoops to speak to anyone that can help me. Please respond with a direct line where I can reach a manager/ supervisor/ anyone that can make an executive decision on a solution.

  Yes- I have been a customer of ********************** since 2022. Originally, service was great. I received a diffuser from "The Hotel Collection." When that one broke I started receiving a diffuser from "Aroma360." It appears that something changed internally and the customer service quality has plummeted. When I upgraded to the VIP status- one would believe that the customer service would improve. Taking money, not delivering products, and then not providing a way to reach you is considered a scam in my book. By reading the countless other complaints on the BBB website against your company, it's obvious that this isn't a one off case. The company has a history of not answering customers, charging additional money, and packages going "missing." You have not consistently fulfilled obligations or assisted a customer. You delivered multiple packages to the wrong address and let one "lost in transit." That is no fulfilling your obligation. It is impossible to reach anyone of use or my "VIP **** via phone, website chat, or email. That isn't assisting customers. 

  I am past due on my account because I paid months worth of payments and received nothing. Only after I filed a complaint with BBB did I begin receiving my oils-- that I don't want. When in the middle of a complaint, I'm not going to continue giving money to a company that has a history of taking payment, not delivering product, and and being incredibly unresponsive. 

  Again, I'm referring to other complaints for The Hotel Collection on BBB's website. There are many instances of contracts being cancelled and a full refund. They explain how the sales **** mislead customers into entering into a financing agreement unclearly. Undelivered product. Unresponsive sales ****. ******* cancellation is possible and I demand that it is done in this case. 

  I am available today until 6:00 PM EST and tomorrow after 10:30 AM EST. 

  
  Sincerely,
  
  Camryn *******

  Business Response

  Date: 04/07/2025

  At the time of enrollment in the VIP Program, Ms. ******* informed her scent consultant that she had recently moved. During that conversation, the consultant confirmed that once the client logged into her VIP account portal, she would have the ability to update her shipping address directly in the system. A new address was not provided directly to the scent consultant. While we understand her frustration, the responsibility to maintain accurate contact and delivery details rests with the client. 
  
  The first indication that there was an issue with delivery came on January 10th, 2025the same day the BBB complaint was filed. Up until that point, we had not received any communication from Ms. ******* indicating that a shipment had gone to the wrong address or was not received. In fact, she noted in her own statement that she "let the first shipment error slide," but that concern was never brought to our attention. Had we been made aware earlier, this would not be an issue today. 
  
  It is the clients responsibility to inform us if a shipment is not received. It would be impractical and nearly impossible for any company to determine whether a product was delivered to the correct recipient, particularly when tracking shows the package as delivered.
  
  Once notified, the address was promptly updated and a replacement shipment was sent within days. The company covered all associated costs to replace and reship to ensure fulfillment of the clients agreement. At present, Ms. ******* has received all oils owed except for one quarterly shipment consisting of three bottles, and one sample bottle, which we remain ready to provide. 
  
  Ms. ******* references other BBB complaints in which cancellations were approved. While isolated cases do exist where cancellation may be granted under specific qualifying circumstances, this is not one of them. There is no further escalation available. Hotel Collection has acted in good faith throughout this matter, shipping products on schedule, responding promptly when notified of issues, and absorbing costs associated with reshipping.
  
  As a final courtesy offer, we are willing to apply one months payment toward Ms. ******* account once she pays the outstanding balance. We remain committed to providing the one missing oil shipment and the missing sample bottle so that this matter may be brought to a close. 
  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22794564
  
  I am rejecting this response because:

  At the time of enrollment, I was not informed that I had to log onto my portal and update my address. As these calls are most likely recorded, I highly recommend you go back to the recording and listen to our conversation before making this claim. I informed ******* of my new address and she told me she updated my account. The first indication of an issue with your delivery occurred on August 8th, 2024. See attachment. I was also informed that this would not happen again. It did happen again. You were made aware of the issue and it IS an issue today. 

  You state that your shipments are sent quarterly-- but not based on the calendar year. So how am I supposed to know when a "quarterly oil shipment" is to arrive? It should be possible to check in and at bare minimum respond to a customer in your VIP plan. Once notified, the next shipment was sent to the incorrect address and the next one got lost in the mail. That is 2 quarterly shipments with issues-- 3 if you include the original shipment where I had to travel to a previous address to get my package. Having knowledge that there were issues with previous shipments (on your end), a VIP *** should have prioritized that my shipments arrived or at the very least, emailed me. 

  These are not isolated incidents. There are over ************************************************* fulfill your responsibilities on BBB alone. Again, I previously provided times for you to call me. The only call I received had been from your billing department. I haven't even spoken to the missing "perks" of joining the VIP membership. The VIP plan includes free shipping and handling for my orders. So yes-- not only should you pay for shipping when you make an error, but I already had free shipping and handling. No gift cards, no mystery items, not VIP ***************** or any customer service quite frankly, missing/ incorrect quarterly shipments, and the complimentary oil set wasn't complete. Please see attached welcome email where these benefits are clearly outlined. 

  I would like to re-emphasize the attached email with my VIP *** on August 8th, 2024. Additionally, I followed up with ******* twice before filing a formal complaint with BBB. After that, I tried calling the customer service line (had no one answer the phone) and chatting with a *** on your website. The chat agent said they couldn't help me and they had to escalate my issue to a manager. To this day-- ******* has not responded to any of my inquiries. After filing the complaint with BBB, I began receiving the lost or misdelivered products. It is completely false to claim that the first indication of an issue was January 10th, 2025-- the same day I filed a complaint. I'm sure you can have ******* provide the totality of our emails and see my chat with a customer service ***resentative. 

  You don't deliver product until escalated to the highest level, don't respond to VIP customers, harass customers to pay for undelivered product, and are making false claims about when complaints and problems are brought to your attention. I do not wish to work with this company in any capacity. I don't want one month's payment taken off my balance. I want this contract cancelled. You can call me today before 5:00 PM or tomorrow from 10:00 AM- 2:00 PM EST. Please provide me a manager's (or someone that can make an executive decision) direct phone number and I would be happy to discuss this over the phone. I have asked this multiple times of you and you have not done so. 

  
  Sincerely,
  
  Camryn *******

  Business Response

  Date: 04/10/2025

  Hi ********, 

  ***** will be in contact with the customer soon. 

  Best, 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 22794564
  
  I am rejecting this response because:

  I need you to provide the phone number to reach ******. I have listed times when you can reach me and have not received a call. 

  I'm having trouble understanding why it is difficult to provide contact information to a customer. This is another example of how impossible it is to reach a manager or customer service executive. 

  
  Sincerely,
  
  Camryn *******

  Business Response

  Date: 04/14/2025

  Hello, a representative from Hotel Collection's corporate office spoke with the client and together they arrived at an amicable resolution. We thank the client for bringing this matter to our attention and we look forward to our continued relationship. We ask that the BBB close this matter as resolved. Thank you

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  Camryn *******

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  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.

  Hello - I need assistance setting up a warranty replacement for my machine. Its making a very loud, unusual noise, and the fragrance is not being distributed properly.Additionally, as part of my VIP membership, I should receive six $100 gift cards distributed every six months over a 36-month period. To date, I have not received any. Could you let me know when I should expect to start receiving them?Similarly, I should be receiving surprise mystery items, each valued at $50, delivered twice annually over the same 36-month period. I have not received any of these items either. Could you provide an update on these benefits?I've initiated two separate support tickets and sent two emails, but I have yet to receive any response. The lack of proper customer service is quite concerning as there is never a delay in my monthly billing Thank you for your help. I look forward to your prompt response.

  Business Response

  Date: 01/31/2025

  Hello, 

  We sincerely apologize for the experience youve had and appreciate the opportunity to address your concerns.

  Regarding the VIP Perks, wed like to clarify that the gift card and mystery item benefits were introduced on May 1, 2024. Unfortunately, as your membership began prior to this launch, these perks do not apply retroactively.

  Additionally, we understand the frustration caused by your machines performance issues. To resolve this, we will have a member of our tech support team reach out to you shortly to provide further assistance with troubleshooting and setting up a warranty replacement if needed.

  Thank you for bringing this to our attention.

  Best, 

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22787396
  
  I am rejecting this response because:

  First, regarding the VIP Perks benefits, nowhere on the VIP Perks page does it indicate that new benefits introduced to the program are not available to existing members. As an active VIP Perks member, I should not be excluded from the gift card and mystery item benefits that are now part of the program. The companys response stating that these perks do not apply retroactively is misleading, as there is no such limitation stated in the program details. I request clarification on why I am being denied benefits that are actively advertised as part of the membership I continue to pay for.

  Second, my ongoing technical issues with the diffuser remain unresolved. Since the beginning of my service, I have faced multiple difficulties, including trouble placing orders, issues with oil deliveries, unresponsive customer service when submitting help tickets, and now a malfunctioning diffuser that I am unable to use. While I am in communication with technical support, this pattern of service failures has made my experience with Hotel Collections increasingly frustrating.

  Given these concerns, I ask that Hotel Collections:
  1. Honor the VIP Perks benefits that I am eligible for as an active member, including the $100 gift cards and $50 mystery items as outlined on their website.
  2. Expedite a warranty replacement for my malfunctioning diffuser.
  3. Improve their customer service response times to ensure that VIP members receive the level of service and support that is being advertised.
  

  I hope to receive a prompt resolution to these issues. Thank you for your assistance in addressing this matter.
  
  Sincerely,
  
  Toure Bridges

  Business Response

  Date: 02/13/2025

  Hello, 

  We're currently having conversations with our Concierge team in order to assist the customer as soon as possible. We will update our response within the next 2-3 business days.

  We appreciate your patience. 

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  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.

  Hotel Collection is also known as Aroma 360. These are two retail home fragrance companies with physical and online businesses. I purchased (2) essential oil machines. I paid a monthly "subscription" for well over one year. The policies read that after one year a customer may pay a one time $99 fee to cancel the subscription. I have called (2) times and also sent (8) email responses, as well as (9) text responses requesting cancellation of my "subscriptions". These are al in accordance with the "agreement". These have been verified by BBB in multiple other inquiries by other customers. I would like my account(s) cancelled and would like all future correspondence to stop. I am willing to pay the $99 qty 2 as requested, however the Aroma 360 and Hotel Collection both call intermittently at times even forgetting which one they claim to be at that time. ****** my subscriptions immediately and send email or written proof, please and thanks.

  Business Response

  Date: 01/08/2025

  Hello, **** ****** is a Hotel Collection client. We ask BBB to move this complaint to Hotel Collection's BBB page. Attached please find supporting documentation.

  Business Response

  Date: 01/20/2025

  Hello, 

  Thank you for bringing this matter to our attention. Wed like to clarify some details regarding the customers concerns.

  ********************** and ******** are sister companies. The customers initial purchase was made under ********************** Collecion; however, the contract for the subscription was signed directly with ********. While we understand the customers reference to a $99 cancellation fee, that policy applies specifically to a different subscription type, where customers receive a free diffuser with a fragrance oil subscription. The customers contract is for a different program with separate terms and conditions.

  According to our records, the customer signed this contract with us last year. In January 2024, the customer contacted us regarding cancellation. At that time, our team explained the details of the machine and the subscription, and the customer agreed to keep it. Following this interaction, we did not receive further cancellation requests until a few months ago, which is outside the contracts grace period.

  Thank you for the opportunity to address this matter.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22784578
  
  I am rejecting this response because:
  

  Like many other customers complaints to ******************** Aroma 360/Hotel Collection the company changes their perception of the agreements as they desire. They never detail these agreements, they simply refer to them in responses as they realize they have no legal bearing or value.

  Multiple of these same contracts have been cancelled by customers for $99 as ******************** records can verify.

  I am willing to pay $99 for each machine cancellation as conveyed.

  once this amount is paid I do not want further communication with either entity.

   

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/30/2025

  Hello, 

  As previously stated, while we understand the reference to a $99 cancellation fee, that policy applies exclusively to a different subscription type, which includes a free diffuser with a fragrance oil subscription. The customers contract falls under a different subscription type with separate terms and conditions.

  Additionally, the customer signed this contract directly with ********, despite the initial purchase being made under Hotel Collection. Our records show that in January 2024, the customer reached out regarding cancellation, and at that time, our team explained the details of the machine and subscription. The customer agreed to continue with the service, and no further cancellation requests were received until a few months agooutside the contracts grace period.

  Given these factors, we regret to inform the customer that we are unable to proceed with the requested cancellation.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22784578
  
  I am rejecting this response because:
  

  I have not had any conversation with any representatives regarding this subscription. I have sent (7) emails to different staff members. Not one has responded.
  

  I request BBB utilize this correspondence to reduce the already poor rating for the safety of additional consumers.

  I am as stated willing to pay the $99 cancellation as the companies have accepted in the past.

  otherwise my banking institution already has them flagged as a high security risk due to other consumers compliants.

  this is my last and final offer to pay. Otherwise the accounts will close automatically over time. 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  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 was told I could cancel my monthly membership with hotel collection when I first signed up. I am more than 18 months into a 36 month subscription. I have emailed and called hotel collection several times explaining to them that I need to cancel my membership. I exclaimed to them that I was going through some economic hardships due to hurricane ****** and they keep telling I cant cancel.

  Business Response

  Date: 01/20/2025

  Hello, 

  We sincerely apologize for any frustration or inconvenience the customer has experienced. We want to clarify that subscriptions created on our website can indeed be cancelled at any time. However, in this case, the customer entered into a ******** contract with us on 6/8/2023. Contracts of this nature cannot be cancelled prior to their term end.

  Our team has communicated with the customer and informed them that they would need to contact *** directly and provide proof of their current economic situation. *** can assist further in addressing this matter based on the information provided.

  We are truly sorry for any confusion or stress caused and hope the customer can find a resolution with UAS.

  Best, 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22777631
  
  I am rejecting this response because:
  
  They say subscriptions on their website can be cancelled at any time and then also say that my subscription cant be cancelled because it was for 36 months? First off that makes no sense, second this is not what I was told when I signed up. This company is a complete scam. 
  

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/13/2025

  Hello, 

  When the customer signed the contract in 2023, the terms and conditionsincluding the cancellation policywere clearly outlined. As stated in the agreement,customers have a ****** period to cancel if they choose to do so.

  Since the cancellation request was made outside of this timeframe, we are unable to process it at this time.

  We advice the customer to contact *** directly and provide proof of their current economic situation. *** can assist further in addressing this matter based on the information provided.

  Best, 

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  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 have tried to cancel my subcription with Hotel Collection multple times and have returned all items purchased. They refuse my cancellation request and have advised they will send my account to 3rd party ***********************. I purchased oil diffusers thru a subscription, a **** diffuser, and a candle. The products are ineffective and have caused damage to my peronal property.The oil diffusers did not work and the unit called the ************* diffuser leaked and removed the wood finish all the way down to the wood grain. They offered me a $8 credit I could use at ********** to try to remedy the wood finish on a Room and Board console table. The oils they sent me leaked. The **** diffuser didn't work in the half bath they had suggested- same with the candle. I contacted the organization by phone, thru online chat, by email, opened tickets and claims with their concierge team members to cancel the account and the oil subscription. I have returned all items and have verified thru tracking they have been received. They continue to bill me $164.10 monthly for products I do not have nor want as they were returned as dective. They have also advised I am liable for an additional $4500 for the oil diffuser machines as well as for oils they would eventually send. I requested the acccount be closed and the subscription cancelled. I provided all details to my credit card company and photos of the damaged furniture along with tracking information for the returned items. They are calling me twice a day every day and emailing me twice a day about my account. I have pursued all avenues to cancel the account and subscription and return all products, but the company continues to contact me persistently.

  Business Response

  Date: 01/20/2025

  We appreciate the opportunity to address this matter. We sincerely apologize for the inconvenience the customer has experienced. We understand the customers concerns regarding the subscription.

  Our records confirm that we have received the machine the customer returned. To ensure this matter is resolved amicably, a member of our team will be contacting the customer this week to address her concerns and work towards a satisfactory resolution.

  Thank you for bringing this to our attention. We are committed to ensuring a positive outcome for all parties involved.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22775230
  
  I am rejecting this response because: I have received 50+ emails and calls indicating they will call to resolve since Sept. 2024 but the emails and calls have not been successful in my request for Hotel Collection/Aroma ************************* for any reason.  As they've indicated, I have returned all merchandise and provided tracking.  There should be no collection calls, calls about my account, nor ********************** calls.  My request is to stop contacting me immediately.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/14/2025

  Hello, 

  We understand the customers request to stop receiving communications; however, as the account remains unpaid, our Collections team will continue to reach out regarding the outstanding balance.

  We acknowledge that the customer has returned the merchandise and provided tracking information. However, in order to properly address the account, we require a conversation with our Concierge team. Our Concierge Supervisor, *********, has already attempted to reach the customer via phone but was unsuccessful. As a result, an email was sent requesting a response to coordinate a call at the customer's convenience.

  We kindly ask the customer to reply to this email so that we can discuss and resolve the matter as efficiently as possible.

  Best,

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22775230
  
  I am rejecting this response because: I have tried to communicate with ********* multiple times and and have provided my availability.  I am not responsible for any expenses as all items were returned according to their process.  My credit company has closed the dispute opened also indicating I am not responsible as all items have been returned.

  The continued calls and emails are harrassment.  They are in breach of their own contract and process. They need to stop contacting me in any way.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  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.

  After placing an order of 2 diffusers on 10/30/24 , I was contacted by a representative to upgrade to a DaVinci Pent. Device ( 1 to cover the entirety of the house vs 1 for upstairs 1 for downstairs) . Once I recieved the device, I reached out to customer service because I didn't recieve the scents I selected nor was this device consuming my house with the scent. **************** hit me with a slew of apologies and offered a second device with no charge. I recieved that device 11/13/24 with no scent in that size smaller cartridge /bottle/ small reservoir to use for this particular machine. It's been an uphill battle and I was just through with the back and forth and didn't like the runaround I was getting as far as hunting down a customer service representative to resolve my dilemma. I canceled the service a return label was emailed to me with a refund to be recieved upon the returning the devices and oil.Devices/oil were returned, I recieved the refund approx. a week later on Dec 11th. Dec 30th, 2024 I was charged another $119 I called them to confirm that my account was canceled and yet I had another charge. This is a nightmare with little to no end!! I don't get the point of a call being escalated if nothing is being done. The fact that I am being charged and don't have anything in my possession (devices nor oil) and I was assured that my account was canceled is just wild. Seems like I'm apart of the constomer service team @ this point!!! Delete my account and refund my money for the umpteenth time.Not to mention I get bumped around from Hotel Collection (my initial setup) to Aroma360 to VIP to CONCIERGE TEAM all stating that they can't find my account until I explain My setup process then out of nowhere I get assistance and a run around

  Business Response

  Date: 01/16/2025

  Hello,

  We sincerely apologize for the inconvenience caused to the customer. The charge after the subscription cancellation should not have occurred, and we understand how frustrating this must have been.

  Wed like to confirm that the customers subscription was fully cancelled when our team mentioned it had been cancelled, and we can confirm as well that no further charges will be made to the account. Additionally, a refund of $119 was processed on 1/13. Please allow 3-5 business days for the funds to reflect in the customers account.

  Best regards,

  Customer Answer

  Date: 01/27/2025

   
  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. Going forward I hope that the account is indeed canceled, and I won't keep having to dealing with the back and forth of charges. Thanks 
  
  Sincerely,
  
  *. ********

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  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 purchased a unit in September of 2024. The unit never worked properly and would leak. I contacted them and after a month of trying to seek a refund was offered to upgrade my unit. I did not wish to upgrade my unit so they replaced the machine. It still does not work properly and leaks even after trouble shooting to ensure properly installed. This has ruined furniture that they refuse to compensate for. Now I am locked into a subscription that I can not cancel with a machine I cannot use. At this point I just want a refund and their customer service is terrible. ***** this scam company!

  Business Response

  Date: 01/15/2025

  Hello, 

  We're very sorry to hear about the experience the customer had with the defective diffusers, this is not the type of service or products we aim to provide to customers. We'd like to confirm that the customer's subscription has been fully cancelled. In addition, we've attached to this response a prepaid label (second page), and we'd like to ask the customer to inform us through this complaint once the machine and unused oils have been dropped to proceed with the refund when received. 

  Best, 

  Customer Answer

  Date: 02/07/2025

  I have sent the item back but have yet to receive a refund or any communication from the company at all. 

  Business Response

  Date: 02/17/2025

  Hello, 

  We had asked the customer to let us know through the complaint once the items were sent back. We can confirm we've received it and a refund has been processed. We ask the customer to please allow 3-5 business days to have the funds reflected back to the original payment method.

   Best, 

  Customer Answer

  Date: 02/18/2025

  I have only received a partial refund. I requested a full refund as I returned each item. Please refund in full

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22762612
  
  I am rejecting this response because:

  I have only received a partial refund. I requested a full refund as I returned each item. Please refund in full
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 02/25/2025

  I still have not received a full refund and the items were all sent back. 

  Business Response

  Date: 03/06/2025

  Hello, 

  We have reviewed the customer's claim and can confirm that they returned the diffuser to our warehouse. Our warehouse team has verified that this was the item received and processed accordingly.

  The original order has been fully refunded, and the funds should have already been reflected in the customer's account. If the customer has not seen the refund, we recommend they check with their payment provider for further confirmation.

  Best, 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22762612
  
  I am rejecting this response because:

   

  I only received a partial refund. I am requesting a refund for the 3 oils as well as those were also returned to you. If you are unable to refund please send them back to me. I requested a refund for the entire machine. This also ruined furniture that you have refused to replace
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/11/2025

  Hello, 

  Our warehouse only received the diffuser and not the oils. However, as a courtesy and in an effort to resolve this complaint, we have processed a refund for the oils as well.

  The refund should be reflected within 3-5 business days, depending on the customers payment provider. 

  Best, 

  Customer Answer

  Date: 03/25/2025

   
  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 have attached pictures however of everything that was returned to reflect that ALL items were returned in order. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  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.

  On November 29, 2024, I placed an order with HotelCollection, Order HC1528254 for a diffuser and four different scents. This was to be a gift for my wife for Christmas. My wife decided she didn't want another diffuser, but wanted to keep the scents. On or around December 27, 2024, I used the return portal with Hotel Collection and requested to start a return. Note that the item was never removed from the box or used in any way. It can be resold as new and I'm stated that I'm more than happy to pay for return shipping. I just want a refund for the item. Oddly enough, I never received a confirmation of the return request, an RMA (Return Merchandise Authorization) or a location return the item to. I thought it may have just been because of the holidays, so I waited for a confirmation. That never came. Worried that HotelCollection may try to say I was outside the 30 day return window, I reached out to customer service via email. I was told that they couldn't find my order, find anything about the product, and would look into it. I provided the Order Number and details about using the return portal. I requested multiple times, an RMA and an address to return the package. I was told to use the return portal. When trying to use the return portal it acknowledges my prior request saying that the "Item was returned." That isn't possible, as it is still at my house, in the box and I don't have a refund. I'm tired of the stalling and feigned ignorance by HotelCollection. I just want to return the order, as is permitted, and get a refund.

  Customer Answer

  Date: 01/02/2025

  I wanted to follow up on my original complaint, as one item may not be clear.  I am not requesting a refund for the entire amount.  While my order was for $892.32, I only want a refund for the product I'm trying to return, the Villa Scent Diffuser.  I paid $597.57 (as shown on the order I submitted).  I am only seeking a refund for that product, following my return of the item.  As mentioned, I still have the item.  I simply want HotelCollection to provide me with a return address and an RMA.  I will pay for the return and want a refund of the amount paid for that item.

  Thanks. 

  Customer Answer

  Date: 01/15/2025

  Hello, this issue has been resolved.  Hotel Collection has finally responded to my emails and processed the return.  I don't have a refund yet, but they did provide me with a shipping label and RMA.  They are still an absolutely awful company and it should not have taken a BBB complaint, 20 emails, and a charge-back on my credit card to process a simple return.  This complaint can be closed.  Thank you.  

  Customer Answer

  Date: 01/24/2025

  I would like to reopen this complaint, as Hotel Collection has not honored their promise to provide a refund.  I have attached an updated summary and copies of the 30+ emails that have been exchanged.  
  
  In short, I returned the unused item using the shipping label Hotel Collection provided.  It was delivered on January 10th.  I was told it would take 3 to 5 business days to process the refund.  I just checked again with **************** and there is not a refund.  It has been two weeks since it was delivered and 6 business days since the refund was promised.  I have started a dispute with **************** and would like to reopen this complaint.

  Please note that I did not sign up for a subscription or other contract.  I returned a product and followed all of Hotel Collection's requirements.  Now I'm out the product and the money.

  They are a predatory business that treats people unfairly.  

  Customer Answer

  Date: 01/24/2025

  Attached is the entire email string.  I apologize for the length. 

  Customer Answer

  Date: 01/24/2025

  Please see the attached email string with Hotel Collection. 

  Business Response

  Date: 01/31/2025

  Hello, 

  We would like to provide clarification regarding the customer's complaint. The customer requested to return a product, and our team provided a return label. However, we were unable to process a refund because the customer filed a chargeback with their bank.

  When a chargeback is initiated, the funds are no longer in our possession, and we must wait for the banks decision before any further action can be taken. As a result, we are unable to issue a direct refund at this time.

  We appreciate your time in reviewing this matter and are happy to provide any additional information as needed.

  Best, 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22756590
  
  I am rejecting this response because:

  This is a misstatement of the facts by Hotel Collection that lacks any evidence or proof of their claim.  Yes, I had pursued a chargeback in the past, because Hotel Collection refused to respond to our requests.  We then returned the item (delivered on 1/10/25) using the shipping label provided and inquired about the refund.  We were told via email (see attached email from ****** at Hotel Collection on 1/15/25) that because of a chargeback, they could not initiate a refund.  In response to this, we proceeded to cancel the chargeback with **************** (please see attached email from **************** on 1/15/25 showing this chargeback was cancelled).

  I provided proof of the cancellation of the chargeback and was on January 15, 2025 told you "should see the amount credited back to your account within 3-5 business days."  See attached email from Hotel Collection dated 1/15/25 entitled "Refund Email from Hotel Collection." 

  I followed up with **************** on January 21st (3 business days), then on January 23rd (5 business days) and then again at the close of business on January 24th.  **************** confirmed that no refund was received.  As a result, I had to reinstate the charge back on January 24th because Hotel Collection still had not provided the refund.  Please see email dated January 24th from **************** showing this was reinstated.  

  At this point, I suppose I'll have to rely upon **************** for a chargeback.  I've tried now, for almost a month with Hotel Collection.  I have been courteous and followed every instruction provided.  They are a trash company that makes refunds and returns difficult in an effort to dissuade customers from making returns.  We had ordered from them previously and were very happy.  This experience has completed soured us.  I've never had an issue like this before.  

  Hotel Collection has the 30+ emails about this claim.  The fact that I should have to pursue a chargeback with **************** and file a complaint with the BBB is a joke.  This is absolutely not how customer service should be handled. This is shameful. 

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/17/2025

  Hello, 

  The customer initially filed a chargeback, and while their bank ultimately ruled in our favor, the process of returning the funds to our account through ******* can take up to 75 days. At this time, the funds are not yet available for us to issue a refund.

  Once the funds are returned, we will proceed with processing the refund. However, in some instances, ******* does not allow refunds once a chargeback has been initiated. If this occurs, we will request written confirmation from the customer that they will not reopen the dispute and, in turn, issue the refund via check.

  We are committed to resolving this matter in accordance with the necessary financial processes and appreciate the customers patience during this time.

  Best, 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22756590
  
  I am rejecting this response because:

  The "bank did not rule in [Hotel Collection's] favor."  I voluntarily recalled the chargeback.  The amount of lies and garbage responses from Hotel Collection is astounding.  Again, no proof, no documentation, no emails, nothing to provide any substantiation for the false claims.  Instead, I have provided over 30 emails, both from Hotel Collection and *****************  The emails I submitted from **************** show that I voluntarily reversed the charge-back.  To claim that "the bank ruled in our favor" is an absolute joke.  It's no wonder that Hotel Collection has a completely trash reputation.  

  I'd like to leave this complaint open for the fully 75 days from the date that Hotel Collection claims the "bank ruled in its favor."  This is patently false, as shown by the emails I provided, where I voluntarily dismissed the chargeback based on a garbage promise from Hotel Collection to provide a refund.  

  Once I get a refund, we can fully resolve this.  What an absolutely trash organization that spends all their money on marketing and influencers, to the detriment of their own customer service.  

  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/27/2025

  Hello, 

  We sincerely apologize again for the experience. As of now, we have not yet received the amount. Per the customer's request, we kindly ask the ******************** to keep this complaint open until the funds are fully processed and reflected.

  Thank you, 

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this can be closed.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  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 placed an order on December 5th.A wine gift set was ordered and shows delivered. I received a bottle of wine and no gift set. I have contacted customer support via chat and have all communication and requested to cancel the rest of my order as they could not give me a shipping date for the rest of the order after 3weeks. Refuses to cancel or refund. Now December 29 still no remaining items so I filed a dispute with my credit card company and today miraculously some items have shipped. Expecting a gift card to arrive and it says shipping not required but no way to access the gift card. **************** chat will not reply back regarding the gift card or wine gift set. I would like all of the items I have ordered since I cannot get a refund.

  Business Response

  Date: 01/13/2025

  Hello,

  We sincerely apologize for the experience the customer had with her order. December is one of our busiest times, and while some delays can occur, the significant delay with this order is not the level of service we aim to provide. We have shared this feedback with our shipping team to ensure improvements are made and that orders are processed and shipped within a reasonable timeframe moving forward.

  Additionally, we regret that the complimentary glasses of wine and the My Way Classic Candle were not included in the shipment. To address this, we have created a replacement order for the missing items (order HC1616569). Once the order has been shipped, the customer will receive a confirmation email.

  Regarding the refund, we understand the customers concerns. Since a chargeback was initiated, the disputed amount is currently frozen by the bank as they investigate and make a decision. As a result, we are unable to process a refund on our end at this time. We recommend the customer continue working with the bank for further updates regarding the resolution of the chargeback.

  To further assist, weve sent a $50 gift card to the email address on file.

  Best regards,