HORRIBLE customer service. the bedding was far from Luxurious. i shipped it all back and now 4th month of Amx dispute. Hotels at Home lied that what shipped back was stained and used and dirty. not true. I will keep fighting for my Full Reund! read more

I thought I was ordering from the Westin Store but this is a company in New Jersey that supposedly sells products from many hotels. I placed an order at the end of August for a Heavenly Bed with a 2-4 week delivery time. At 5 weeks without any updates, I called the Westin Customer Service number to see what was going on. The first two days I was told I'd be called with an update. They never called. Day 3 I tried to email from the site but that was down with a 403 error. Then I tried the chat and didn't get anywhere except to tell me the website says 4-6 weeks now. Well, it didn't in August when I purchased. I did get a call later though but they still didn't know anything. It doesn't seem like it should be so hard to call the mattress plant. I cancelled the order as something just seemed off with the situation and was promised a refund in 2-3 days so we will see if that happens. This just seems like a very disorganized company. I thought I was ordering from Westin up until I cancelled the order not Hotels at Home. read more

Absolute scumbag company that has somehow managed to get big name companies to lend them their brand names for marketing products that are falsely advertised. My wife ordered us a Ritz Carlton "exclusive" king mattress that they imply/advertise is the ONLY mattress used in Ritz Carlton properties because I had stayed at the Ritz Carlton in Sarasota Florida and had 3 of the best nights sleep I had in a long time. After we received the mattress it was immediately evident that the mattress we received was definitely not the same as the one used at the hotel. They admitted to my wife that we were indeed correct and that the mattress I slept on at the Ritz Sarasota was a Sealy Posturpedic. They refuse to accept a return or issue a refund for the mattress they sold us through false advertising. DO NOT BUY ANYTHING from any of the dozens of websites this company owns/runs. read more

If there was a MINUS 1 rating, I would have chosen it. One star is being generous. I ordered a Hilton Suite Dream NXT from this company on 11-5-21. I got an email invoice and a charge confirmation within an hour. I was told it would take 6-8 weeks because they did not "stock these mattresses" and it would be custom made. After a month I emailed for an update, having heard zero from them. No response. A phone call, one of many I have made, gave me all kinds of "I will check the status; Logistics hasn't gotten back to me; everything is done by emails (which is laughable because no one ever answered mine); We are not hearing back from the plant"; etc., etc., etc. I cancelled the order on 12-31-21 requesting a refund back to my card. I was told I would see it in 2 days. Today is day 5 and still no credit on my Visa card. Carmen told me that perhaps Sarah hadn't filed the paperwork right. Do you see the pattern here? This cockamamie BS is the way it has gone with no less than 9 phone calls and 4 different representative. Carmen, Sarah, Gail, and Maureen. All of them blaming Logistics, the manufacture plant, weather, each other-- but not one person could give me an UPDATE on when I might see my mattress. They could not even tell me what part of this country it was being made in. Visa is crediting my card today. They will deal with THIS FRAUDULENT SCAMMER from now on. DO NOT BUY ANYTHING FROM HOTELS AT HOME. read more

I ordered a Ritz Carlton mattress believing I was ordering from Marriott directly as it appears on the Marriott website. Marriott outsources these orders to hotels at home. After being quoted a 8-10 week delivery time, after 13 weeks and multiple calls to find out the status of my order, hotels at home delivered the wrong mattress from a completely different brand and has not yet refunded my purchase. read more

During a recent stay at a Kimpton hotel, I enjoyed the complimentary Kadota Fig body lotion in the room. Upon returning I decided to order a full-sized bottle. The only way to buy it was through Hotels at Home though, so I did. Their communication was good and they mailed the product in a reasonable amount of time. Hotels at Home did a good job and for that reason I will order from them again. read more

I am a traveling salesman and have the opportunity to sleep on many different mattresses and the Heavenly bed is the most comfortable mattress I have ever slept on. I ordered the mattress from Hotels at Home and although it wasn't cheap it was well worth it. Shipping was amazingly fast and arrived in perfect condition. It is nice to have a pleasant experience with an online purchase. Thanks, JD read more

I just received a pillow and comforter that is so inferior, DO NOT ORDER FROM THIS COMPANY. You also pay exorbitant shipping costs and when you want to ship it back, you have to pay exhorbitant shipping costs to send it back. They don't even include a return form to ship it back in hopes you will keep it and not bother returning it. DONT WASTE YOUR MONEY!!! read more

DO NOT ORDER FROM THESE PEOPLE, Marriott - Shame on you! Ditto the previous reviewer. Its a shame that Marriott lends their name to this group, they are worthless and deceiving on their statements online. As a man, I don't know what BLEND means, if you are selling a blend, say what it is 60% cotton, 40% polyester. Or if selling cotton, say Cotton. I am sending this garbage back to them, and the lovely lady said, well all the properties use a blend. Maybe they do, but I never feel the crummy product they sent me, and for over $300. Then as a stick in the gut, they charge you for Shipping based on the sale price. I had a box that weighed 3.3 pounds and I got stuck for $35 in shipping. Never, ever, order from this unscrupulous company! read more

February 9 2021 I purchased the heavenly bed online and paid $225.00 for shipping. This is the third Heavenly bed purchased in the past 20 years. After completing my order I phoned the westin store to be sure it went through, and to see how long delivery would be. I was told I would receive a phone call when the mattress would be delivered. I said OK, about how long will it be? The CSR said 3 months. I asked what takes three months? I get orders from china in less time. She said it is in the contract print on the page where you ordered it. I said my last two did not take that long. I asked do you have a corporate headquarters? She said no, we have no corporate headquarters. At this point I became leery. Most all companies hold a license to do business as well as a corporate headquarters. So this $1650.00 charge is on my card and three months to wait for delivery. I looked and the Westin store is not on file with the better business bureau and rating there was just over 1 which was low. It has not been my experience that companies who sell goods or services have such policies and normally have a headquarters and the larger ones have an account with the better business bureau. One saving grace for protection is it is charged on the credit card and chargeback is always an option. read more

SCAM -My husband and I ordered a mattress online from a company called St. Regis Boutique Hotel Store. After a month, I got a text saying it will be delivered on 01/18th/2020 , but it never came. The supervisor, Tina Lee, said it would come on 01/20/2020, then again on 01/22/2020- it never came. The delivery service said they told Tina Lee; they never had the mattress. Tina said they were lying, and to order a new one and it would be another 3 weeks. I asked who Tina's supervisor was, she replied, " I am not telling you that." I asked her, what state her company was in, she replied "I am not telling you that." I asked if her company was owned by St. Regis Hotel, She replied, " I am not telling you that." I asked her who owned her company, and she replied, "I am not telling you that." I asked for a refund for the mattress and she finally refunded me for the mattress. However, we did have to stay at a 2 star hotel for 11 nights ($1,305.73), since we did not have a mattress to sleep on. Their company (Hotels at Home Inc.) found a loop hole to claim they are the "St. Regis's Store," and advertise as such even though they are far from it. Online it is reported this company is a scam. They have many websites, and they advertise that they are the store" for the following hotels: Ritz Carlton, St. Regis, W Hotel, Westin, Sheraton, Courtyard and Gaylord. They do not say they only products to those hotels; they actual claim they are the actual store for those hotels. For example their website I found them on is called " St. Regis Boutique Hotel Store".-I did not know they were an independent company called Hotels at Home, and they were just selling their items to St. Regis. It was hard to find this information out, and they will not tell you that information on the phone even when you ask as I mentioned above. My husband loss 5 days of work while waiting for the mattress to arrive, and spent $1,305 at a hotel since we never got a mattress from them. It is a SCAM. Beware of their company " Hotels at Home" "St. Regis Boutique Store" or any of their other many websites. read more

I ordered bedding from what was supposed to be HAMPTON INNS. The pillows are an absolute total JOKE. I will take them to Goodwill and put my original pillows back on the bed. No return form or returns. TOTAL SCAM. Shame on HAMPTON and this sleaze ball company. read more

WARNING: Unscrupulous company. DO NOT PURCHASE from this company. I purchased what I thought was a firm foam mattress same as I slept on in a hotel in Bakersfield CA (the hotel said it was a "Suite Dreams"). Hotels At Home sent the mattress and I found it is a cheap interspring mattress. I called them immediately and they said they would see about refunding my money. The supervisor Tina just called and said they decided they would not make it right and I am stuck with it - $1,700 down the drain. I am 68 years old and this is probably the last mattress I will sleep on in my life. It is uncomfortable and I cannot sleep on it. They do not care. All reputable mattress companies offer a 30 day exchange or refund policy. This company ripped me off in the name of Hilton Hotels. read more

I ordered the famous Westin Bed from the WestinStore, I had no idea that the WestinStore was just a front and that the actual transaction would be handled by "Hotels at Home". They never told me that little detail when I spoke with the sales rep or when I placed the order. At least, it seems we were lucky, the stuff that was delivered to us seems to have been new and (as far as we can tell) seems to be of the same quality as the Westin bed that we like so such when we are guests at Westin Hotels. But, unfortunately, one of our mattresses was damaged during transport. We called customer service and a very friendly representative promised us a replacement within 2 weeks. Six weeks later, we are still waiting.... I see two rather disappointing prior reviews of people who were not happy with "Hotels at Home". So far, our experience has not been bad. The original delivery was on time and if we actually get our replacement for the damaged item, I will update my review. UPDATE: It took a long time and three extra phone calls, but eventually, the damaged part was replaced free fo charge. I can now summarize as follows: Ordering was easy and a nice experience. Original delivery was fine. Post-sales service and replacement of a damaged part took a long time but ultimately the company lived up to their obligations. My 3-star rating reflects a "that was ok" feeling. Nothing to be hugely excited about, but also nothing to be angry or to be disappointed. read more

I get all my bedding including the Heavenly Bed through them and never had an issue! There delivery is fast and customer service reps are professional. I once had an issue and the owner of the company did right. read more

STAY AWAY!! Terrible company....they sell overpriced, poor quality merchandise which is misrepresented on their website. They refuse to take it back and give a refund for dissatisfied customers. BEWARE!! read more

Hotels At Home ("HAH") appears to be an independent order fulfillment company based in Edison, New Jersey selling hotel-related bedding goods and garments, most of which are ordered through separate websites under the names of major hotel chains. I ordered a Sofitel Bed (TM) queen mattress and box spring set from SoBotique, the website vendor catalog featuring goods claimed to be manufactured for and unique to the French Sofitel Hotels chain. The catalog stated the bed was unique to the Sofitel chain with a design specified by Sofitel. The "sale" price, with delivery charges included, added to over $1500. I ordered from the website on 2 July, 2018. On 27 July, HAH delivered (using a less-than-professional LTL carrier) a Serta Perfect Mattress Royal Suite Supreme II mattress and box spring set. There was nothing on this item that associated the bed with Sofitel and the cover fabric was not the same as that pictured in the SoBotique catalog. The mattress delivered to me is not unique to Sofitel and apparently is sold heavily discounted by Sam's Club ($999 for two sets!). Apparently HAH feels free to substitute much cheaper mass-market merchandise for the items in the Hotel catalogs. They claim to be willing to remove the mattress they delivered. We will see if they do as much. I recommend avoiding Hotels at Home and any Hotel goods catalog using them as a fulfillment company. Substitution of goods with cheaper merchandise is fraud. read more

OMG where to begin! I have always dreamed of having a Hampton Inn bed. Finally able to get one, and I was as excited as a kid on Christmas! I go to SHOP HAMPTON web site. Very clean professional looking site. You aren't given choices like, super soft, firm, luxury, which is fine with me. I just wanted the HAMPTON INN BED. PERIOD. I liked that there are no choices. You want the Hampton Inn Bed... here it is...your only choice is, twin, full, queen, king, California king. Perfect. Easy enough. That is all I want, a queen size Hampton Inn bed. Got the bed, and from the first time I laid on it, I knew it was not a Hampton bed. I was sooooo very disappointed. I contacted Shop Hampton and they said they do not take returns. OK WOW! Sleepless nights, back aches, I wanted my old bed back. I was persistent in the fact that this was NOT a Hampton Inn bed. I was told to take pics of the law label and any other decals etc that were on the bed. Lo and behold, guess what???? They confirmed that I did not get a Hampton bed. Apologies, etc. we will order you the right bed. Another 10 days or so. I get the call, my bed is on the way. I had confirmed with Shop Hampton as to what to look for, basically what should the tag say? I was given a series of numbers and look for Tranquilty Nights on the tag and or decal. I told the guys, (who by the way are just 2 guys who are driving an unmarked white box truck) that I needed to confirm numbers etc before accepting the delivery. Once AGAIN this is not the Hampton bed. It actually said, 'Choice Elite III Tier 2." HUH...WHAT...Dear God this is ridiculous!!!!!!! This may have been a better bed, but I was told to look for a certain name and numbers and this was not it!!!!!! I refused the delivery. Yes I am getting a refund, but dang it I JUST WANTED A HAMPTON INN BED!!!!!! I was willing to pay $225.00 extra for delivery fees. I was understanding about the first mix up, mistakes happen, but come on!!!!! This has been the absolute worst customer experience I have ever had. So I truly believe that SHOP HAMPTON is just a pretty site that makes you think you are getting the bed that you love when you stay at Hampton Inn. The ONLY reason I will stay only at Hampton is because of the bed. So actually you are dealing with a company called Hotels at Home, who use Shop Hampton as a front. I believe that they think the average consumer won't know the difference. I did. I am still finding myself wanting the Hampton which I assume is not possible from my experience. read more