I really enjoy Hotel Chocolat and keep coming back for their chocolate and drinks. The flavors are rich and feel more premium than supermarket brands, and the Velvetiser drinks are a real treat at... See more
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Based on these reviews
Outstanding customer service. A present sent to my daughter went missing when left on her doorstep. Hotel C responded promptly to my concerns and sent out a replacement. I have given only 4 stars beca... See more
I initially contacted Hotel Chocolat following a customer service call that left me feeling uncomfortable. I raised my concerns formally, and while the situation took a little time to review, it was... See more
I was recently gifted the new Velvetiser as a replacement for my tiring older model. It was wonderful for a few days then just stopped working. It would light up and turn on but it wouldn't... See more
I’m not sure what they’ve done to the hot chocolate this year but I bought peanut butter and salted caramel, absolutely no flavour whatsoever you might as well just drink hot milk!🤢🤢🤢. Very disapp... See more
Chocolates are were very nice and we did buy them a couple of times. However, this time we paid for a scheduled delivery as it was important for us to have chocolates on that day. Our delivery arrive... See more
I'm a regular customer of Hotel Chocolat and buy my hot chocolate on subscription. I love it! But I was very disappointed to receive my order today and discover it has SHRUNK! The individual sachets h... See more
I ordered myself a birthday box of chocolates as had been sent an offer of £5 off for my birthday. Should have been delivered on my birthday but been advised it’s running late so will come tomorrow. P... See more
I am so disappointed. Hotel Chocolat used to be fabulous chocolate. I purchased some in January and to be honest, I will not give then fridge room again, even in a sale. I cannot even be bothered to... See more
Fabulous products but soooo expensive. I bought some in the after Christmas sales. Unfortunately didn’t get any email updates on when items would be delivered until day before delivery. Considering it... See more
Paid for next day delivery for an order placed early on Friday morning. Was due to be delivered Saturday pm and I had notification of that, but in fact it was delivered on Monday. This was a gift deli... See more
Supposed have been delivered to an address on Friday, yet tracking showed it was undeliverable! Recipient has a doorcam, and was in all day, video showed NO delivery attempt was made. On contacting... See more
Usually really great customer service but this has changed! Maybe the buy out from Mars? Who knows. 3 weeks now and my contact has been "resolved". It hasn't. No Live Chat option and no response. I ga... See more
Just about the poorest customer of any subscription service that I use. Slow to process orders, slow to dispatch, slow delivery service - you really need to learn from other premium subscription provi... See more
We bought one of their coffee machines for christmas 2022 and its broken after just 3 years. Its a bit disappointing I would expect closer to 5 years. It was good to us while we had it so 3 stars.
Quality let down Bought hot chocolate as a gift for a friend. She opened and all the chocolate inside was white - it was clearly past its best! That being said, mixed into milk, she says it... See more
Items ordered were delivered within the time-span specified. The Advent Calendars were bought as gifts for relatives and their spouses, and cannot be started until Advent Sunday, or next day, Mon 01... See more
Service from Hotel Chocolat worth 5🌟but delivery by parcel force was worth no stars at all. I was at home expecting delivery. My doorbell was not rung; the parcel was dumped in a communal lobby used... See more
Easy to use website and everything I wanted was available. There was a 20% discount code for being a VIP card holder and as my order was over £60 I also got free delivery. I ordered on the 2nd Oct... See more
Easy to find what I was looking for on the website. Decent promotion on for members and it's free to register as a member. The chocolates I wanted were in stock and the delivery was quickly dispatched... See more
I have bought from hotel chocolate on several occasions and have always been satisfied. I am 86 years old and like a lot of older people I needed help. I was greeted by Nelly who was the most helpful... See more
I recently visited the Hotel Chocolat in Bury, the kindness and customer service was excellent. My order was missing and lorenzo showed so much care and attention. When you have had a bad day all yo... See more
My order never arrived, but this was due to Amazon shipping. Amazon never reads their delivery instructions, but this is not the fault of Hotel Chocolat. When I contacted them they sorted out a re... See more
Absolutely fantastic service!!! I placed an order yesterday and was notified this morning that royal mail had my order in which was due to be delivered on Monday however my order has just arrived!!! T... See more
Really great experience. I have only recently discovered the orange hot chocolate and it's delicious! I ordered it and it arrived really quickly. The delivery was good, it arrived before the predict... See more
I wanted to buy a bottle of your Velvetised chocolate liquor as a gift for a friend who had told me how lovely/yummy it was. I didnt even know you could order online from yourselves and have deliver... See more
The service i received in the Fort Kinnaird branch was exceptional. I was shaken after having a wee fall elsewhere and went in for a coffee. All the staff were so attentive and comforting I even... See more
Well, what can I say?? I received my beautifully packaged tin of Hotel Chocolat chocolate shortbread buscuits. The tin itself looks so exquisite and the shortbread covered in chocolate is absolu... See more
I made a mistake in my order and got the delivery sent to the wearing address. HotelChocolat resent (upgraded to next day delivery) for free as a courtesy as it was an advent calendar that would be... See more
I made an online order. One of the item was missing so i contacted customer services. I got a prompt response and the missing item was delivered next day. Really happy with my order and the customer s... See more
Chocolate's arrived on time they really appreciated my gift. Will definitely order again Many thanks C.Blair
Superb chocolates, safely packed and promptly delivered. We chose alcohol selectors to warm up autumn, the birthday selection for an October birthday gift, and the whisky selection for an anniversary... See more
Easily found what I was looking for. A great choice of products, quick checkout. Kept up-to-date with delivery information.
So easy to order and arrived earlier than expected. The chocolates I ordered were all great value and delicious as always
I recently experienced an issue where my delivery was placed in my food refuse bin by Royal Mail. Obviously, this is not a sanitary location to store packages, particularly those containing food!... See more
My son bought me the new hot and cold Veletiser for Mothers Days and I absolutely love it! The range of flavors you can get are excellent and they taste amazing. I also had the ‘Everything’ ch... See more
My sister was delighted with her gift, I was disappointed as it was a day late. As it was a 75th birthday gift.
I went to Hotel Chocolat while looking at the Velvetiser, and a helpful member of staff came over to assist me. I asked if it was possible to swap the free box for a different one, and they were m... See more
Called and spoke with Joanne (I believe) as I had ordered a gift bag with Mother’s Day chocolate, but unfortunately the bag came slightly ripped and damaged. Got through straight away, gave a few deta... See more
very nice packaging and good delivery service
Not for chocolate lovers. An upgrade over Cadbury' milky, cocoa free rubbish, but only just! Bought an Everything Easter egg as a present. Tasted myself. What a disappointment. Hardly any dark cho... See more
Ordered 4 products from their website. Monday 05th January, the box arrived with 2x huge holes and the chocolate inside had been eaten by rats/mice. It made me feel ill! Customer service asked for... See more
This used to be a premium product like Thornton's, but we've just thrown half of the last box we bought away it was so nasty. Exactly the same as Thornton's they built their reputation on quality... See more
Still no sign of velvetiser promised to be delivered latest tomorrow 12 Nov. No confirmation email of delivery either from hotel chocolate nor ryl mail their supposed carrier company. I will never ord... See more
This review is being given before I’ve actually got my order … no problems ordering .. but delivery arrrrggghh ! No updates on my parcel then told to wait a few more days didn’t come told it’s lost !... See more
I ordered 10 days before the holidays, paid for expedited shipping. Almost 30 days later, no Velvetizer on my hand. Customer service says to keep waiting because delay is due to custom issues (I am in... See more
Placed an order for delivery on the 3/12/25 . Order delivered on the 30/11/25.Despite nobody being home the parcel was left out side in the pouring rain .The recipient's didn't return home until... See more
Really fed up that I spent £100 on a velvetiser when it first came out, to then see much cheaper alternatives that do exactly the same job but thought, at least the velvetiser is a nice looking solid... See more
I ordered a hot and cold hotel chocolat velvetiser and it’s very poor customer service. I had received a cup with hairline crack which i notified them in December 25 for and I still haven’t had a resp... See more
I received a box of exquisitely nutty chocolates from my husband for my birthday. The box was designed to hold 15 chocolates but there was only 13 inside. Also one chocolate was smaller than the other... See more
Company details
Information provided by various external sources
Hotel Chocolat is a British chocolatier and a unique type of chocolate company that connects luxury chocolate making and retailing with cocoa growing – it is one of the world’s few chocolate makers to actually grow its own cocoa.
Contact info
Mint House, SG8 5HL, Royston, United Kingdom
- 03444 93 23 23
- help@hotelchocolat.com
- hotelchocolat.com
3.6
Average
60K reviews
Replied to 32% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Hotel chocolat misleads customers with their prices.
I have been purchasing the mix and match 3 slabs for £13.95, for the past month. What I did not realise was that I was not saving anything by purchasing 3 bars instead of 1 bar.
1 bar is £4.65.
I mentioned this to the cashier in the Uxbridge branch, who said to me that was the price from headoffice. When I left, what I did not like was that the other employee sniggered and both employees thought it was funny.
What is the point of misleading customers with a sign saying 3 for 13.95, 5 for £23.95 and 10 for £46.50.
I did buy one slab instead of my three this time, and would prefer hotel chocolat not to mislead customers.
March 3, 2026
Unprompted review
The hot chocolate is nice and I always…
The hot chocolate is nice and I always visit Wandsworth branch and the people are friendly. I’m helpful.
January 12, 2026
Unprompted review
Wonderful experience
Purchased some birthday presents from here for my mother. I got some free samples added and the staff were lovely and helpful. Even gift packaged it for me. Couldn’t thank them enough.
February 23, 2026
Unprompted review
Useless staff at Chichester store
Old bloke at Chichester store had sat right by till in the cafe then objected to my dog being there whilst I was paying. Suggested he should perhaps pick a cafe that isn’t dog friendly. Bloke making drinks didn’t help with confirming policy, instead gave us a telling off for arguing. Left without getting the paid order, plenty more coffee shops in the city.
February 27, 2026
Unprompted review
Hotel Chocolat Purchase Failures
I recently purchased the Velvetiser from the Birmingham Bullring store, and unfortunately, my experience has been quite disappointing.
The first unit I bought appeared used when I opened the box, prompting me to return it for a full refund. I then purchased another Velvetiser, but this one also fell short of expectations, arriving with noticeable scratches on the lid, indicating mishandling.
Additionally, I learned from the staff that they are no longer a British firm, which is clearly disappointing.
Due to the inadequate support at the Birmingham branch, I felt compelled to contact head office and am currently awaiting their response. I sincerely hope they can provide an unused, defect-free item that matches the description, as this situation is simply unacceptable.
January 21, 2026
Unprompted review
I visited the cafe at Chichester and…
I visited the cafe at Chichester and ordered a hazelnut latte with the finishing touches but for some reason it was not available. The latte was delicious and afterwards I was invited up to the counter for a refund. Was expecting only a partial refund but instead I was given a full refund by the very pleasant young lady on duty at that time (around 10:30/10:45). Not my first visit to the Cafe.
February 21, 2026
Unprompted review
Amazing girl Lucy at Newbury branch
Amazing girl Lucy at Newbury branch, very helpful and friendly, lovely demeanor...definitely spent more because of her delightful personality....hope you appreciate and promote team members like her!
February 23, 2026
Unprompted review
Expiration Dates and Discount Vibes — Not What I Expected from Chocolat Hotel
Ordered online for Valentine's Day, expecting a premium experience delivered to my door. What arrived was a near-expired product that my Valentine had to point out to me. The embarrassment was real. Their solution? A coupon for my next purchase. When you can't physically inspect what you're buying online, you trust the brand completely — Chocolat Hotel broke that trust. For a high-end chocolate brand, this is simply not acceptable.
February 15, 2026
Unprompted review
Absolutely appaulled when I recieved a…
Absolutely appaulled when I recieved a birthday gift from Hotel Chocolat off a friend. The box was a ridiculous size for what it contained and was stuffed with internal packaging to stop the chocolate from bouncing around inside. This huge box contained a single 120gm pack of oat milk "batons." I looked on their website where they were touting about sustainability. What a joke. I wondered how much she had been ripped off for postage and packing of said ridiculous sized box. £3.95 for posting the weight of a standard bar of chocolate!!! God only knows how much she has paid then for the pack of "batons" its self I thought. I'm not in the habit of looking how much someone has paid for a gift for me, however after tasting one of the extremely sickly sweet chocolates recieved, and seeing the rip off postage she had paid I did. Absolutely disgusted by what I found. £8.95 for said 120gm pack of chocolate "batons"what an absolute RIP OFF. Touts its self as a luxurious brand. Its nothing of the sort. It's owned by Mars inc. The chocolate is that sickly sweet it will probably take me a month to eat all 15 batons, and my friend is now £12.90 out of pocket, when she could have purchased a vegan bar of chocolate from anywhere on the high street, for a quarter of the price. It would without doubt have tasted better too. Plastic tray covered in boring bland cardboard cover. Nothing premium about this crap except the huge price tag, (obviously put on it to give the false impression you are paying for a "luxury product"). I obviously don't want to upset my friend, so wont be telling her my thoughts. I seriously hope she doesn't waste her hard earned money buying this sh*te again though.
February 19, 2026
Unprompted review
Overpriced
Really fed up that I spent £100 on a velvetiser when it first came out, to then see much cheaper alternatives that do exactly the same job but thought, at least the velvetiser is a nice looking solid product... Now they've come out with the hot and cold velvetiser, can't afford to keep up at these prices...
February 17, 2026
Unprompted review
Diane is an absolute credit to your…
Diane is an absolute credit to your company! I visited yesterday and the kindness Diane, showed to my 3 year old Grandson was so wonderful. Diane wish their more ladies out there like you!
February 15, 2026
Unprompted review
Excellent Customer Service
I recently experienced an issue where my delivery was placed in my food refuse bin by Royal Mail. Obviously, this is not a sanitary location to store packages, particularly those containing food! I would normally use their click and collect service, but knew I wouldn't have time to get into the city to pick my order up as it was a gift and needed for this weekend. I reached out to Hotel Chocolat because of this.
Their customer service responses were prompt, polite, and understanding of the issue at hand. I never had to wait long for a response, felt heard when I explained the problem to them, and I am incredibly happy with the resolution the Hotel Chocolat team offered. I found Joanne, James, and Abigail very helpful.
I will be ordering from Hotel Chocolat again - though will try to make sure I'm able to collect from my nearest store in future!
February 14, 2026
Unprompted review
Serious dark fix
I found the seriously dark fix pack of six to be untasteful mostly except for the ones with caramel. It's just disappointing that they advertise as a chocolate brand n don't deliver. I'm wondering who approving these chocolates.
February 13, 2026
Unprompted review
Experiência menos desagradável
Eu agradeço muito ao hotel, bom a minha experiência lá foi mais ou menos agradável
February 9, 2026
Unprompted review
I really enjoy Hotel Chocolat
I really enjoy Hotel Chocolat and keep coming back for their chocolate and drinks. The flavors are rich and feel more premium than supermarket brands, and the Velvetiser drinks are a real treat at home
Quality has been good in my experience, but delivery can be hit or miss depending on the courier. When it arrives properly, everything is well packed and fresh, but the uncertainty takes away a bit of the excitement.
Still, the products themselves are lovely and make great gifts. A bit pricey, but you can taste the difference!
February 7, 2026
Unprompted review
the taste of the products has changed
the taste of the products has changed. Everything tastes like sugary fat. The chocolates look the same but the quality and taste are now really poor. I wont be buying again. Even the hot cholate has changed. Gone is the really lovely chocolaty mouth feel of the products. i threw the reaming chocs away
February 5, 2026
Unprompted review
I recently visited the Hotel Chocolat in Bury
I recently visited the Hotel Chocolat in Bury, the kindness and customer service was excellent. My order was missing and lorenzo showed so much care and attention. When you have had a bad day all you need is some kindness and it was definitely found here. Makes you realise there is still goodness in the world. Thank you
February 7, 2026
Unprompted review
Machines dont last. Broke after 3 years
We bought one of their coffee machines for christmas 2022 and its broken after just 3 years. Its a bit disappointing I would expect closer to 5 years. It was good to us while we had it so 3 stars.
January 1, 2026
Unprompted review
So disappointed
So disappointed, for my Aunts 80th birthday I thought I'd buy some nice cashew nut chocolates. So I ordered the 6 salted cashew nut chocolates for £5.45 plus £3.95 postage. Quite expensive but expected it to come nicely wrapped in a box. When I received it today it came in packaging far to big for it's size and the actual chocolates came in a plastic tray in clear plastic wrapping. Total rip off!!!
February 6, 2026
Unprompted review
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