Hotel Luxury Collection

Fantastic products and excellent customer service – The level of customer service I received was incredible. I was in hospital at the time undergoing spinal surgery. Ahead of being sent home I needed to upgrade my pillows to aid with my recovery. I called the store and was looked after by David, not only did he talk me through all the different types of pillows so that I could make the right… Read more

choices for my specific needs but he also expedited the delivery process so that they were ready and waiting for when I was discharged from hospital.

The quality of the products I purchased are also amazing. I love my new pillows and pillow covers. Not only are they helping with my recovery but now I get 5 star sleeping experience every night. I will definitely be buying again from the store and have already made recommendations to friends and family to do the same.

Thanks again David for all your help.

Best products and service ever – I have been buying from Hotel Luxury Collections for 12 years. I have always found them to be so helpful and knowledgeable. The quality and tips in helping me keep all my purchases fresh and usable for many years. Love the products and love the service. Well worth the money spent. Show reply

Exceptional service, superior quality of products and outstanding customer service – As a customer of the Hotel Luxury Collection for the past four years, I have consistently been impressed by the exceptional service, superior quality of products, and outstanding customer service that the company offers. Their towels, bedding, and table linen collections are not only luxurious but also embody the essence of comfort and elegance.… Read more

Each product I've purchased over the years has consistently met and exceeded my expectations, reflecting the brand's commitment to excellence. The team's dedication to customer satisfaction is evident in every interaction, making each purchase a positive experience -- communication has always been efficient and delivery as promised. It's this unwavering quality and service that has cemented my loyalty to the Hotel Luxury Collection, and I wholeheartedly recommend them to anyone seeking to bring a touch of luxury into their home.

very satisfied customer – I have been a customer for 14 years and have always had prompt and courteous service. All the products I have purchased - pillows, sheets, doonas, napkins etc. have always been of a high quality. I am a very satisfied customer and highly recommend Hotel Luxury Collection.

Buyer Beware – If you are particular about your items (aesthetics, quality etc) and conscious of how you spend your money, unless you have seen the item physically I would advise caution in buying from here. Reasons are: (1) many businesses out there have flexible return policies - they deserve your custom more than this one does. The strict policy relating to… Read more

returning items, shifts the risk in favour of the seller over the customer, especially as you are buying something you haven't seen. To be clear, I am talking about a genuine reason for wanting to return the product and where it is still in original and proper condition (2) the photos and information on the website were limited in getting a full sense of the product. Even though I tried my best, the product was not what I thought I was purchasing (3) customer service and communication is poor e.g. no responses to calls, texts and emails over a reasonable period of time. I finally got a response when I communicated via email that I may take the matter up with Department of Fair Trading. The owner was very upset about this, and took it very personally. I offered to do what I can by offering to swapping my item for another, but it took a lot of work and was a very drawn out process. Please note there is no shop front, the business holds its stock in a storage unit in the fringes of the city manned by security guards.

delivery – unless you plan on being home to sign for your delivery dont order from them. yep you must sign to receive your towels or they go to your post office. if i want to go to post office to get my package, i would have just went to store and bought towels. crazy you have to sign for delivery

The perfect resort – This resort was very beautiful to stay in as it had lots of amazing facilities which was on point and the staff was very generous especially Julian who helped us with everything we asked for. Overall the experience was very pleasant.

Happy customer – We have purchased linen from Hotel Luxury Collection over many years - great quality and customer service - Highly recommended! Show reply

The most enviable, comfortable linens, duvets and comforters – ‘Enviable’ is accurate because I’ve been asked several times why our beds always look and feel so comfortable. Show reply

Poor quality sheets - not what I paid for – The sheets are marketed as a premium product, but the quality is quite poor. You can see through the sheets if you hold them up to the light, unlike real quality sheets. Don't waste your money here, you can buy the same thing from Kmart.

Nobody wanted them! – I paid close to $1000 for branded hotel king pillows and covers. I had stayed at a number of the branded hotels around Australia hence my interest in buying them. The pillow in no way resembled the products provided in the hotel. I contacted the hotel chain in Sydney and spoke to the manager to be informed that the pillows they are provided for… Read more

their hotel chain are made by only 1 manufacturer and the manufacture does not distribute to anyone but them.

After a week of trying it out I passed it onto my girlfriend who graciously gave them back after 2 nights. I then gave them to my parents who tried them and indicated they were terrible. Last I heard they were used to stuff the dogs mattress.

All in all a very expensive lesson in not being able to see what you are buying till it arrives. My advice, head down to your local spotlight, Myer or bedding store as I am sure you will get a better quality pillow for a fraction of the price.

Great service great products – I have been a customer for many years and will continue for years to come. Great prompt service and excellent quality. Show reply

Great quality pillows and linen! – Found it very easy to find what I was looking for and goods arrived promptly! Also great information on caring for the goods was provided via email.

Our Number One Go To For All Things Bedding – Working within an Interior Design Studio, we recommend all our clients source their bedding from Hotel Luxury Collection. Their product range has no faults in providing clients with the same quality and feeling of living the Hotel experience within their very own home - effectively proving the company to serve their brand purpose well. Exceeds the… Read more

market in offering luxury both in aesthetics and comfort. Our representative David is always happy to offer his experience and help should we need further clarification on the selection of our products online.

Fabulous! – Love our King Size 70% goose down pillows. The perfect support for a blissful night's sleep - especially when teamed up with our Amalfi Linen.

Worth the wait – Due to Covid delays I received Faux Fur Throw and it is absolutely perfect. Exactly what I expected and wanted. At all times I was kept informed of the progress of the delivery date. Couldn't fault the service or product.

Disappointed beyond belief – Really disappointing king size "duck feather" pillows - The pillows received are full of thick black and brown feathers (very rough and scratchy like straw). The website was very misleading. I emailed the Park Hyatt and they were not aware of any previous orders through this company.

Wonderful Product – I highly recommend The Hotel Collection, their products are high quality & very professional company. I have used their bedding in my Interior Design projects & in my home for several years now.

Waste of money- King size pillow package- cheap quality pillow protectors – I paid $955 for two pillows- a huge waste of money. The quality is poor and not even the Ritz Carlton charges these types of prices for pillows. I waited for 6 weeks for my order to be fulfilled- I had to make two phone calls and then threaten to cancel my payment. I wish I had read all of the negative reviews about this company first before I placed my order.

Excellent quality pillow and protector – Quality pillow protector and goose down pillow that I couldn’t find in stores. Bought same pillow that my fave hotel in Sydney uses. Delivery a little slow, but once I emailed it was sent that day - which I appreciated. Was unsure of quality after reading some reviews here but in the end very happy with the purchase. I spent a lot of time trying out pillows in Myer and David Jones but none as nice as this. Would recommend. Show reply

Outstanding quality, personal assistance if required, efficient and prompt delivery – I have used the online store on numerous occasions so I knew what I wanted and found it easy to navigate. There is a wide range of top quality products which are of outstanding quality. Furthermore when I did need to change a product, it was seamless and easy.

Sheets just like in a luxury hotel – Sheets are thick, crisp when fresh and smooth. Extra width on side is great for the thicker mattress with pillow top. Have purchased some in 2014 and now again in 2019. They are luxurious :)

Not Shangri La quality – After waiting for almost a month , I have received low quality basic pillows I’ve spent almost $300 for 2 cheap looking and uncomfortable pillows that have nothing to do with Shangri la hotel ! Unfortunately I’ve already removed the tag so I cannot return it However after contacting Shangri la and seeking advice front their lawyers I hope… Read more

that that person will be getting into legal dispute .

It’s shows me how dodgy internet purchases could be and we all not protected from the greedy fraudulent sellers.

No existent customer service – Purchased the product online and emailed the owner to advise I wanted to track the delivery because someone has to be at home according to the terms and conditions. No response then after numerous calls today to the customer service number (which is a mobile number) which just called out the mobile was then turned off. So no way to contact the organisation.

Love the products and service – Love the products and services from Hotel Lucury Collections. I can always trust great quality, friendly and helpful support.

Product and service satisfaction AT LAST – We have purchased numerous items from Hotel Luxury Collection. All the products were of superior quality. The costs of the purchased items were comparable or less than other competitors. Communication with Luxury Hotel Collection has always been exemplary in every respect.

Great Service – thanks David for your service, the throw was exactly as described and very happy with the product, it looks luxurious and perfect for the settee

Non-existent customer service - product quality appears to be okay, but difficult to trust given the – Purchased some pillows online for a Christmas present. The receipt isn't particularly explanatory, but c'est la vie. To their credit, the order arrived on time, exactly 10 working days after the order was placed. They used Fast Couriers to post my packages, who were actually very good and easy to get in contact with. Unfortunately, I never… Read more

received a tracking number, so they couldn't do much but give me a heads up when they finally received the package for delivery to my address. I sent multiple emails to the address given on the website and reiterated on the tax invoice, but never received a reply, I also tried calling the phone number provided on the website but it went straight to voicemail each time. Despite leaving messages, I never received a return phone call. With that said, there was no greeting message recorded when it went to voicemail, so I'm not sure it was even the correct number. Either way, there is clearly something wrong with the contact options and, along with the failure to respond to multiple emails, the customer service appears to be non-existent. I contacted Sofitel to reassure myself that Hotel Luxury Collection was a valid entity for purchasing their products online and their housekeeping manager confirmed that the company is indeed a legitimate supplier. Despite this and the fact that the products seem okay so far, to be perfectly honest, it's very difficult to trust the brand/quality given the company's behaviour. Overall, if you are looking to purchase "luxury hotel items" online, I would recommend you try a different site. Having a contact point is extremely important for customers to at least have peace of mind in their purchase, particularly when spending upwards of $600 on a single item order.

Dodgy business – I recently purchased 'Shangri-la hotel' Pillows for $135, upon receiving the item I was really disappointed - the quality of the pillow is very low; comparable to $39 pillow you can find at Target or Kmart. After asking for a refund, I was told the pillow that I had bought (which is standard size) is not the pillows use at five star hotels -… Read more

that I should've gone for the king size. Regardless of the size, I highly doubt there will significant difference in quality.

For other people who are reading this, if you are really looking for a high grade pillow and ready to spend top dollar just go down to DJ/MYER or even buy directly from the hotel; I know Crown and Marriott hotels sell them directly to the public.

PS: I can't get a refund because I've already took the pillow out of the case and broken the seal. I was already been misled from the first place.

Great Service and Product – Dear Team, We recently received our mattress topper and free mattress protector. I want to thank you for the fast, efficient and exemplary service. I would also like to add that we have never felt so rested after sleeping. Not only do we get to sleep faster, we wake up less through the night as we are so comfortable. In addition, I have… Read more

some fairly serious chronic medical issues which can make sleeping challenging. Those challenges have dissipated, it is like a miracle, and my pain levels when I wake in the morning have decreased exponentially.

I cannot even begin to thank you enough, and we are telling all our friends. Apart from the times when we have stayed at the Sofitel, these have been our best night’s sleep we have ever experienced. (And we are Seniors!)

A mere thank you seems inadequate. From now on, whenever we need new bedding, we know exactly where we will be going. There is no need to even think about shopping elsewhere.

Many Heartfelt Thanks,

Cheers,

Cathie

Worst customer service! So rude and unprofessional – I have never had such a terrible experience with a company. I ordered 1 very expensive pillow to test before purchasing for my whole house. I sent several emails in regards to my address change and never received anything back. The item was sent back to au from the states because my emails weren't regarded. When I contacted the concierge email,… Read more

the woman blamed me and took no responsibility for their mistake and never apologized. I was upset and asked for a refund. After not hearing back I sent another email saying that I was going to write a review letting others know of my experience. I received an email from [name removed] the owner saying he didn't take threats lightly.. Again, no apology or professionalism and his response seemed like a threat.

I had to cancel the transaction through my bank since they never refunded my money. Be careful!!!! Terrible customer service, and extremely unprofessional!!

Perfect fit – I recently purchased a 'Presidential Suite' Double Layer Down and Feather Mattress Topper from Hotel Luxury Collection and have to say I've been very impressed. It really feels like your sleeping on one of the Shangri-la Hotel beds, I have always wondered how they got those beds so comfy. Thanks. Good value for a great night sleep.

Cheap and nasty – I feel very silly having purchased a 'luxury' sheet set from Hotel Luxury Collection. Seriously the biggest waste of money I have ever encountered. The sheets look cheap, the stitching around the edge is terrible. They have pilled so badly after only around 7 uses that they feel awful and I don't want to sleep on them anymore. I spent over $150 on… Read more

these and believe you are better off buying your sheets from Target as even there the quality will surpass these.

Cheap, sheets pilled.