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.
Gift wrap con
The chocolate is nice, but I just bought a birthday present and was asked if I would like it gift wrapped. I was charged £3 for this and had my product placed in a paper bag with a bow at the top with a small piece of tissue paper inside covering the item. The quality of the bag is of the type that you would expect to get usually free of charge with companies at this level. I don’t mind paying a small amount for a bag (if I need one, which I didn’t in this case!) as this is standard. What I object to is being massively overcharged £3 and told it is gift wrapped! I’m not giving my friend their 40th birthday present in what is frankly a carrier bag advertising the company I bought it from. Not the first time I’ve experienced dishonesty from this company, but I am going to call it out from now on.
February 6, 2026
Unprompted review
Visited the Welvyn Garden City store…
Visited the Welvyn Garden City store today . Julie Gwilliam was so helpful and positive . I will certainly be returning . Welcoming place ♡
February 5, 2026
Unprompted review
Absolute Scoundrels
This is a vile brand whose staff cannot be trusted as far as you can throw them.
Like many other customers, I made a large order on their website and everything I was sent was short-dated.
When I contacted them, they asked for photos, which I promptly supplied. At this point they made excuses, insulted me, then stopped contact.
After extensive delay and more reaching out on my part they eventually responded, offering either a return or a small token of an apology instead. Because of the amount of time they had let pass, I had already donated most of my order so it wouldn't be wasted before expiry. Thus I said I would accept the small token.
However, after several messages back and forth (again, because communicating with them is like trying to get blood from a stone) they are completely reneging on what they offered.
Their so called offer of an apology was a total lie and they actually want me to pay for it! They appear to get a kick out of messing customers around and making false promises.
Do not waste your time and money on the nightmare that is Hotel Chocolat. Stick to reputable chocolatiers instead.
February 5, 2026
Unprompted review
Ordered small box but the AMRETTO …
Ordered small box but the AMRETTO OBE WAS STRONG UTTER YUK HAD TO SPIT OUT QUICK ANS WHIRE CHOCOLATE STEAWBERRY NICE BUT TOO SWEET HOWEVER WREST WERE FINE
February 5, 2026
Unprompted review
The worst chocolate ive ever eaten
Purchased the Everything range at Hammersmith Station. And apart from 2 pieces its the worst chocolate ive ever had . The taste is disgusting £17.95 for small selection. Stick to Thornton 100% better even Lindt are fantastic compared to hotel Chocolat
February 2, 2026
Unprompted review
I went to Hotel Chocolat while looking…
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 more than happy to do so — they even added an extra box.
The staff were friendly, helpful, and made the whole experience really enjoy
January 31, 2026
Unprompted review
I have bought a huge range of their…
I have bought a huge range of their products, New Velvetiser, Easter eggs for friends and relatives, birthday gifts, even Secret Santa gifts, all these products are superb. I am totally weaned off the usual brands as are my friends. Having come quite late to the party, I can honestly say try it, you won’t regret it
February 1, 2026
Unprompted review
Scammers avoid
I purchased the new velvetiser in August and sent it back within a month due to faults. They sent me out another one and once again it's faulty. I returned this last week and despite having very clear tracking from Royal Mail that says DELIVERED, hotel Chocolat are claiming they don't have it and therefore are refusing to refund me! Utter scammers. The tracking from Royal Mail says delivered so it's not my problem that they cannot locate the parcel. I have used hotel Chocolat for years but the new velvetiser is a complete waste of money ( I have family members also with faulty ones) and the customer service is now non-existent
January 26, 2026
Unprompted review
The person who served me was like a…
The person who served me was like a robot. False smile and made me feel uncomfortable. O erall a lot of people standing around giving false smiles. People making the drinks were working super hard
January 31, 2026
Unprompted review
Visited the Hereford store today
Visited the Hereford store today. Julie was exceptional. Really happy with our new hot/cold chocolate maker ☺️
January 31, 2026
Unprompted review
New recipe. YUK
The new recipe means I will not be buying them again. As a long time customer I was buying them regularly for many years, and they were delicious. Not any more unless they bring back the original recipe.
January 29, 2026
Unprompted review
Verity for the win
What a great experience. Had a slight issue with the velvetiser. Nothing major. The staff were amazing. Friendly, understanding and very happy to help. Can’t fault the service at all. Big shout out to Verity. Absolutely smashed it. She basically stopped what she was doing and helped me instantly. If I could drop her 10 stars I would. Please do notify her of this review.
January 31, 2026
Unprompted review
I am so disappointed! That says it all.
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 eat them, I have now looked for a individual chocolate makers that can offer the quality and are UK made.
Hotel Chocolat you sold out to Mars and they have already ruined a once superb product. Total yuk!
January 10, 2026
Unprompted review
Poor delivery that could easily have been rectified
We wanted to try their hot chocolate but wanted to see if it was worth the higher price, they had a special offer so we ordered. The delivery did not arrive, I had to chase it up, they said the order went missing and the items were no longer available. I checked, they still had the items, I contacted them again to be told they were no longer on offer and I'd have to pay full price ; although they were the ones that never managed to fulfil the original order. Not a company I will use again. Poor customer service.
January 26, 2026
Unprompted review
Disappointing customer service
Returned an unwanted item by post as instructed to Hotel Chocolat, I confirmed with them that my item had been received on the 16th of January, ten days ago. I am still awaiting the refund. I telephoned customer services today and after holding for some time spoke with an advisor who confirmed again that the item had been received but I would have to wait for a particular team to contact me to issue the refund. I asked to be put through to the team and was told they couldn't do that. I have wasted so much time on emails and this phone call and still don't have the refund. Very poor customer service, especially when I was on the phone to customer services but they wouldn't process it.
Update- refund has now finally been processed
January 26, 2026
Unprompted review
I received this box of exquisitely nutty
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 others and one was dislodged. The content descriptor did say 13 chocolates but what sort of expensive chocolatier would present an incomplete box of chocolates to be given as a present. Very mean spirited. Mars, if you are to take on a quality product maintain the standards expected!
January 23, 2026
Unprompted review
This used to be a premium product.
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 and luxury and then started cutting costs and dropping lines such a Cherries in Kirsch and even the truffles taste quite nasty these days and marketing the, "Brand."
We won't buying any more of their products.
January 25, 2026
Unprompted review
Absolutely fantastic service!!
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!!! The quickest service ever! Would also like to say that the chilli hot chocolate that I ordered is absolutely delicious. Highly recommend and will continue ordering 🥰
January 24, 2026
Unprompted review
I visited your Ipswich store in the…
I visited your Ipswich store in the period immediately before Christmas, as I was intending to purchase items for my partner’s birthday on Christmas Eve. This was not a casual visit, nor a one-off interaction. I had every intention of making a purchase on the day and, based on the nature of the products you offer, becoming a repeat and loyal customer going forward.
Unfortunately, the manner in which I was treated in store left me feeling uncomfortable and profiled. Whatever the intention, the effect was that I did not feel welcome or respected as a customer. As a direct result, I chose not to make a purchase and I do not feel confident returning to that store in the future.
This is disappointing, not only because you lost an immediate sale, but because you have also lost the opportunity for ongoing custom. Experiences like this leave a lasting impression, and it is fair to say that it has left a bad taste and altered my perception of the brand at store level.
I am sharing this to ensure it is fully understood that incidents of this nature carry real commercial and reputational consequences, beyond a single interaction. I trust this feedback will be taken seriously and used constructively to ensure other customers do not leave feeling the same way.
December 22, 2025
Unprompted review
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