We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotel Products

Hotels At Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Products.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    In October ************************************ ********, **. During my 3 nights there I slept really well. When I returned from my trip and told my wife about it we learned that ******************* had an online store where they advertise that you can purchase all of their exclusive items used in their hotels, including their exclusive hotel mattress. On the site they prominently feature The Bed which they imply through their advertising is the exclusive mattress thats used in all Ritz properties. Because I had such great nights sleep, my wife decided she would surprise me by purchasing one of these mattresses for our home. On 8/24/22 she purchased The Bed mattress in king size for $3,285.34. The mattress was delivered to our home on 10/27/22. That night I climbed into bed and had one of the worst nights sleep Ive ever had. The mattress was hard as a rock and absolutely horrible. I told her there was no way it was the same mattress I slept on during my stay at ********. That very next morning we pulled the mattress off our bed and leaned it up against the wall of our bedroom and put our old mattress back on the bed. She called the concierge number listed on the website and spoke with a representative who proceeded to tell her that the mattress we purchased was indeed NOT the same mattress as used at the Ritz ********. She was told the mattress there was a Sealy Posturpedic mattress. She told them she wanted to return it because we were misled when we ordered it. They said they dont accept any returns on mattresses and we were stuck with it. Its been an ongoing dispute with them for months and its gotten nowhere so now were begging BBB for help to get this resolved and get us our money back for them selling us an item that was very falsely advertised.

    Business Response

    Date: 08/15/2023

    The customer has been contacted and we have reached a resolution with the customer.  Upon the return of the mattress law labels and mattress fabric swatch from the customer the customer will be issued a refund.

     

    Sincerely,

    ***************

    Customer Service

    The Ritz ******* Shops/Hotels at Home

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    In June of this year I purchased the Westin Heavenly Bed mattress from the Westin Store (dba Hotels at Home) for $1,395. My order number is O6835830 The mattress was delivered in around July 10th and I slept on the mattress for the 1st time on Thursday July 14. The mattress delivered to me does not measure up to the Westin Heavenly Bed. It is too firm and very uncomfortable. This mattress expensive should replicate the sleep it advertises.I contacted the company on July 15th to express my satisfaction. They requested multiple pictures to confirm the authenticity of the mattress and the confirm with "bed logistics". Also they told me "the mattress is new and may need time to break in". This claim is NOT disclosed in the ordering process. Such a disclosure would have caused me to purchase another bed.On July 18th they requested photos of my bed frame stating that " We need to see what you are using to support the mattress because that can be the issue." Again, they NEVER disclose on there website that ordering the mattress without their box spring could cause an issue with the bed. But again I complied.On July 30th, I had to ask them for a status update on the evaluation because they never responded. They sent a reply critical the photograph I let them know that the picture from the website was a high quality photo of the mattress and slat system for them to complete their evaluation.I then asked to be contacted by a supervisor who again referred to an unadvertised break in period and then suggests that I buy a mattress topper.Finally on August 2nd, I contacted the President via LinkedIn. After I had to follow up, he finally replied August 15 with a series of non-apologies, blaming me for his false advertising and deceptive business practices and he reiterated the "break-in" period that could range "Hundreds or Thousands of nights" and the offered a free mattress topper.No interest. I want a refund and I want this mattress picked-up.

    Business Response

    Date: 09/07/2022

    We confirmed that the customer received the Westin Heavenly Bed as ordered.  We offered customer a free featherbed to use with the mattress however this offer was declined by the customer.

     

    Sincerely,

    Westin Store

     

    Customer Answer

    Date: 09/07/2022


    Complaint: 17728563

    I am rejecting this response because the company has failed to address the substance of the complaint and continues to dismiss the issues with the product.

    Post purchase, the customer service representatives and the *** indicated that the bed has a "break-in" period and that it might be more comfortable with a feather bed.  Those assertions are not disclosed in advertising or at anytime before purchase.  In both instances, I would have declined to purchased this particular mattress.  The Westin Store advertising is false and misleading to the detriment of consumers.  A return and refund is the only reasonable response/


    *****************************

Hotels At Home is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.