Hotel Collection FAQ

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      FAQs

      Shipping & Returns

      Please allow 5-7 days for processing and 5-8 days for standard delivery. 

      Customers outside the US or with non-contiguous US addresses (APO/FPO, Guam, Hawaii) may also take longer to deliver.

      Due to our fulfillment and ordering process, we are not able to guarantee any accommodations can be made to an order once placed, including alterations or cancellations.

      If you need to update any information on your order, email us at support@hotelcollection.com as soon as possible!

      Before you place your order, please confirm that all of your information; including your shipping address, name, phone number, credit card details, and product selection is correct; as Hotel Collection is not responsible for any mistakes. Thank you.

      Be sure to Create an Account, or login, to easily check the status of your order.

      After an order has been completed, you will receive a confirmation email from us as well as updates when your order is processed and shipped.

      Yes, once your package is shipped, you will receive an email including your tracking number.

      Click the hyperlinked tracking number to easily track your package or copy & paste it into any search engine and it will direct you to a tracking page.

      Didn't get a tracking number?

      Please email us with your order number and someone will get back to you.

      We ship worldwide. Receive free shipping in the U.S on orders over $275. Shipping rates vary per location. We are not able to ship to P.O. Boxes at this time.

      The exact shipping options for your country will be presented during checkout.

      Read our complete Shipping Policy.

      Due to the nature of our products, used candles, reed diffusers, fragrance oils, and room sprays cannot be returned or refunded.

      If you are not satisfied with your purchase, you can return your item(s) within 30 days of delivery. Sale items are final sale. Only items that have been purchased directly from Hotel Collection can be returned to Hotel Collection.

      Read our complete Return Policy.

      Hotel Collection is proudly made in the U.S.

      All orders are shipped out of our Miami, Florida warehouse and distribution center, using both FedEx and UPS. 

      If you believe there was an error in your order, please email us. Be sure to provide us with your product order number and an image of the incorrect product.

      General Questions

      All transactions are secure and encrypted. We accept payments from ShopPay, AmazonPay, PayPal, GooglePay, Apple Pay, and all Debit/Credit Cards like Visa, Discover, Amex, and Mastercard.

      Yes, we offer pay-by-installments via ShopPay, which allows for you to pay in full or in 4 interest-free installments for orders between $50-$3,000. Absolutely no hidden fees.

      To apply to our affiliate or influencer program, please email our Influencer and Affiliate Relations Management Team.

      To Enter:
      - You must have 50k+ followers on at least one of your social media platforms. Please make sure to attach your social media platform(s) in your application.
      - At this time, we are only accepting TikTok, Instagram and Youtube influencers in the United States, Canada, the U.K, and Australia.

      Multiple submissions will not increase your chance of being contacted. Submissions are reviewed on a weekly basis. Approved applicants will receive a campaign email invitation.

      We welcome you to apply to our wholesale program. Prior to applying to our program please note that there is a $1,000 order minimum. Any order below that amount will not qualify for checkout.

      If you are interested in purchasing diffusers and oils, the order minimum is $2,500 and requires a Scent Consultant appointment in order to make a purchase.

      Please submit a request to speak with a Scent Consultant.

      The H.C Customer Concierge is happy to assist you. Please email us and be sure to include your product order number and/or email address used to place the order.

      Product Information

      What is a Hotel Collection Candle's initial burn time?

      Classic 11oz - 3 hours

      Deluxe 55oz - 6 hours 

      When you first light a brand new candle, it is best to follow proper burning instructions as to optimize the quality and evenness of the burn and lengthen the total burn time. Please follow instructions when you first purchase Hotel Collection candles.

      How long does each Hotel Collection Candle last? 

      Candle burn time depends on the size of the candle.

      Classic 11oz - 70 hours

      Deluxe 55oz - 300 hours

      What are Hotel Collection Candles made from? 

      All our candles are curated using a soy-blend wax and are 100% non-toxic, vegan, and cruelty-free. Each candle is hand-poured in our Miami warehouse with the finest oil concentrations and 100% lead-free cotton wicks. Read more.

      How do I clean up candle wax?

      Don't cry over spilled candles! We compiled an easy clean up guide: How to Clean Candle Wax Off Anything

      Why do I need a Wick Trimmer?

      Wick trimmers are used to create a more even burn in candles. Trim your wick to ¼ inch before use. This helps to control how much wax melts, limits soot, and significantly prolongs the life of the candle.

      Read more about proper candle care here.

      Learn more about each Hotel Collection Oil Diffuser: 

      - Which Diffuser is Right for Your Home

      - Scent Diffusers

      - Chauffeur Car Diffuser

      - Hourglass Diffusers

      - Reed Diffusers

      What is Cold Air Diffusion?

      The Scent Diffuser, Penthouse Diffuser, Villa Diffuser, and Presidential Diffuser each use cold air diffusion, which ensures consistent and subtle scenting without any highs or lows. This type of advanced atomization technology is residue free and safe for pets, children, artwork and furniture.

      Cold air diffusion is the latest technology in the scenting industry. It works by using high amounts of cold filtered air combined with air pressure to diffuse oils into a dry mist of nanoparticles. Using no heat or water, this scenting technique preserves the therapeutic properties of our fragrance oils without altering their smell.

      What other features do Hotel Collection Diffusers have?

      All Hotel Collection Scent Diffusers offer customizable fragrance intensity and automatically turn off when the timer is up or oil runs out.

      Our larger models, the Penthouse Diffuser, Villa Diffuser, and Presidential Diffuser boast a built-in fan for consistent coverage, security lock for the fragrance compartment, and programmable weekly timer that allows up to four unique operating periods. They can be wall-mounted or used as stand-alone diffusers.

      What is HVAC Scenting?

      Both the Villa Diffuser and Presidential Diffuser can be connected to Heating, Ventilation, and Air Conditioning (HVAC) system in your home or business.

      The HVAC system controls the humidity, temperature, and purity of the air.

      Connecting a diffuser to the HVAC system ensures a consistent and even distribution of scent throughout your space.

      Without the use of heat or water, our cold-air diffusion technology releases a dry fragrance mist into the HVAC ducts.

      Learn more about HVAC-Scenting

      How do I set up my diffuser?

      This ultra-quiet approach to scenting is easy to use, with little maintenance, making it the perfection option for your home or business.

      You can find instructional videos for each Scent Diffuser on our Youtube account:

      - Scent Diffuser

      - Penthouse Diffuser

      - Villa Diffuser

      Please view our complete instructions for each Scent Diffuser below:

      - Hourglass Diffuser

      - Scent Diffuser

      - Penthouse Diffuser

      - Villa Diffuser

      - Chauffeur Car Diffuser

      What is a Hotel Collection Fragrance Oil?

      Our signature Fragrance Oils are derived from the highest quality ingredients in the world. They are a blend of therapeutic-grade essential oils and perfume-quality fragrance oils, designed to mimic the notes of your favorite hotel scents. 

      Are Hotel Collection Fragrance Oils safe?

      Yes! Our oils are safe to use around people, pets, plants , and furniture.

      100% Free of all Parabens, Formaldehyde, Color Additives, Synthetic Dyes, and Preservatives.

      Are Hotel Collection Oils cruelty-free?

      Yes, we are 100% Animal/Cruelty Free. We do not, and will never, test on animals.

      Are Hotel Collection Oils vegan?

      Yes! Our formulas are not only Vegan, but derived from Plant-based Ingredients and Sustainably Sourced Essential Oils.

      What about sensitivities to fragrances?

      Our formulas are 100% Non-Toxic and Hypoallergenic. Hotel Collections oils are IFRA compliant meaning they are of the highest standards in the industry.

      How long will the oils last?

      When used at the recommended settings of 4-8 hours/day an oil bottle will last approximately one month in a Hotel Collection Diffuser. The exact length of time will depend on the usage and fragrance concentration.

      50mL | Scent Diffuser

      120mL | Penthouse Diffuser

      500mL | Villa Diffuser

      Where should I store oils?

      Never store oils in direct sunlight. Heat and light can deteriorate their quality and cause oil to evaporate. We encourage you to properly store oils in a dry, cool place.

      These oils smell so great; can I use them on my skin?

      Since our oils contain pure essential oils and plant essences, do not apply these oils topically as they are in pure, undiluted form. If you get oil on your hands, wash the area with soap and water.

      Do Hotel Collection Fragrance Oils have health benefits?

      Our formulas maintain all the therapeutic benefits of essential oils and provide maximum versatility and control of the scenting environment.

      Our oils are made from the finest plant-derived essences and pure essential oils and have anti-bacterial, antiviral, and antifungal properties.

      Some fragrances can be aromatherapeutic and have both physical and mental health benefits, which you can read more about here.

      I spilled oil, how do I clean it?

      If oil is spilled, thoroughly clean the area (including the unit) with rubbing alcohol. Please remember that these are undiluted essential oils and should therefore be treated with care.

      How to Get Oil Off Clothes & Fabrics

      How long do Reed Diffusers last?

      Reed Diffusers last approximately 3-4 months.

      100mL | Reed Diffusers

      Where should I place Reed Diffusers?

      Never display Reed Diffusers in direct sunlight. Heat and light can deteriorate their quality and cause oil to evaporate, causing you to run out of your favorite fragrance quicker.

      Be sure to keep your Reed Diffuser out of reach of children or pets, and place it on a coaster or tray to catch any oil drips, preventing it from staining counters or other delicate surfaces.

      How do I set up my Hotel Collection Reed Diffuser?

      When first using your Reed Diffuser, dip the reed sticks in to absorb the oil. Then flip them over so that the saturated ends are in the air, allowing for the fragrance to start filtering.

      Flip your reeds when you desire more scent. Be cautious when flipping them, doing it over a paper towel to save your surfaces from drips.

      How do Reed Diffusers scent a space?

      Reed Diffusers disperse scent as fragrance oil is absorbed by the reeds, moving to the top where it is evaporated into the air. When placed in high traffic areas, the scent is able to circulate around a space.

      Avoid placing it drafty areas; like near vents, fans, windows, doors that lead to outside, radiators, and air conditioning units; to prevent the oil from dissipating quickly.

      How do I use a Room Spray?

      Spray 3-5 times in one area. Keep the nozzle approximately 1-2 feet away from the intended surface. If you use too much, ventilate the space with a fan or window to air out the aroma. 

      Where do Room Sprays work best?

      Room Sprays offer a quick spritz to freshen up linens and fabrics, including but not limited to bedding, closest, rugs, carpets, couches, curtains, and clothes.

      How to clean up Room Spray? 

      The bottle is made of thick glass. If broken, properly sweep up any shattered glass. Blot up the liquid using a cloth or paper towel. To remove residue, use rubbing alcohol. For delicate surfaces, like marble and wood, use the proper cleaning supplies to prevent damaging surfaces.

      How to Get Oil Off Clothes & Fabrics

      Why did Hotel Collection decide to venture into the wine world?

      We are passionate about providing our customers with the 5-star hotel experience in their home. Whether it be coming home to a relaxing glass of wine or lighting a candle that smells heavenly, our goal is to bring the elegance of a high-end hotel stay to your home across all lifestyle categories. 

      Where is Hotel Collection Wine produced?

      Our Wine Collection is grown, harvested, and bottled by artisan winemakers at one of the region’s oldest wineries and vineyards. The terroir nuances in each bottle are developed across the 4-acre vineyards in the appellations of Navarra and Rioja, Spain. 

      What Wines does Hotel Collection have?

      We recently released four varietals to choose from.

      - Chardonnay 10

      - Red Blend 19

      - Reserva 56

      - Rosé 29

      What are the Hotel Collection’s criteria for selecting wines?

      We sourced the highest quality wine from the region and hand-selected the finest grape varietals for each of our wines.

      Our team went through blind taste tests and hired a renowned sommelier as our consultant to choose the best Rosé, Chardonnay, and two versions of Red to provide our customers with a curated assortment their house guests will swoon over. After all, nothing pairs better with a candle than a glass of quality wine.

      Learn more: How Our Wine Grapes Grow

      How can I get a monthly Hotel Collection wine subscription?

      On each wine product page, simply click the "Subscribe & Save" button to receive 10% off and get wine delivered to your door monthly.

      Is an adult signature required at delivery for wine?

      A government-issued ID card will be checked and scanned at the time of delivery. An adult 21 years of age or older is required to be present with their ID upon delivery of any alcohol purchase. For this reason, we recommend shipping to a work address or an address where someone will be available to sign.

      Will Hotel Collection Wines be available at big name retailers? 

      We are always looking to partner with like-minded retailers who share our vision. We will always share our partnership launches across our social media platforms.

      Can I return or exchange my wine order?
      All Hotel Collection wines are final sale only. Customers may not return or exchange any wine product once it has been shipped.

      Account / Subscriptions

      The Concierge Club is Hotel Collection’s loyalty program.

      Once you join the club, you'll earn points on qualifying purchases and other interactions with us. You can use these points to redeem for money off at checkout and other exclusive rewards. The more points you have, the higher your loyalty tier and the more benefits you will earn!

      Learn more

      Concierge Club Terms

      Create a Hotel Collection Account. Simply sign up with an email address and create a password.

      Subscribe and save 10%! Get $100 off any Diffuser when purchased with any fragrance oil subscription. Offer limited one per order.

      Create an Account

      Or simply click the "Subscribe & Save" button while adding items to your cart to be automatically subscribed.

      Available Subscription Products:
      〇 Select Candles
      〇 Fragrance Oils
      〇 Wines
      〇 Reed Diffusers
      〇 Room Sprays 

      Simply login to your Account Portal to alter your subscription.

      From here you can easily:
      〇 Review purchase history
      〇 Manage subscriptions
      〇 Swap or add products
      〇 Pause deliveries

      With more features coming soon!

      Having trouble managing your subscription?

      Please email us for assistance.

      Alterations must be made to your order within 48 hours of the charge date confirmation email or SMS notifcation that you receive.

      We will also send you email and SMS notifications, where you can easily manage your subscription. Please allow 2 days for processing and 5-7 business days for standard delivery after every billing cycle.

      Manage your delivery frequency by logging into your Account Portal.

      To reset your password, please go to the login page and then click on "Forgot Password".

      Still having trouble logging into your account? Email us.

      Subscriptions can be canceled at any time after 2 payment cycles. You can cancel or update your subscription in your customer portal.