OH
Orion Hotels And Resorts
Claimed Business
OH
Orion Hotels And Resorts
Claimed Business
12 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Orion Hotels And Resorts faces severe criticism across multiple properties. A dominant concern is the abrupt closure of Infinity Spa locations, with numerous customers reporting payments taken shortly before suspension of services and no refunds issued. Hotel stays at Coach House and Rustenburg properties drew complaints about non-functional amenities, unclean rooms, poor food quality, overcharging, and inadequate communication from management. Guests consistently expressed frustration with unresponsive leadership, particularly regarding refund requests. One positive review praised friendly, accommodating service at the Magoebaskloof hotel for a hiking group.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-84
Recommended: Unlikely
Review Distribution
1.3|12 Reviews
Jun '25 - May '26
5(0%)
4(9.1%)
3(0%)
2(0%)
1(90.9%)
5(0%)
4(9.1%)
3(0%)
2(0%)
1(90.9%)
Frequently Asked Questions About Orion Hotels And Resorts
Based on recent customer reviews, Orion Hotels And Resorts faces severe criticism across multiple properties. A dominant concern is the abrupt closure of Infinity Spa locations, with numerous customers reporting payments taken shortly before suspension of services and no refunds issued. Hotel stays at Coach House and Rustenburg properties drew complaints about non-functional amenities, unclean rooms, poor food quality, overcharging, and inadequate communication from management. Guests consistently expressed frustration with unresponsive leadership, particularly regarding refund requests. One positive review praised friendly, accommodating service at the Magoebaskloof hotel for a hiking group.
Orion Hotels And Resorts has a TrustIndex of 0 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. Hellopeter has tracked Orion Hotels And Resorts across 39 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMS
Mavila S
1 reviews | Active since Jan 2020
26 Dec 2025, 11:41
Worst customer service and poor planning
I once come to coach house many years ago as a child with my dad. In my mind i thought the standard still as is . Red flags were there during bookings but it didnt bither me considering that i knew the place. 1. We paid for christmast lunch for 5 people but one person didnt come with , they reserved a table for 3 .... was told to go and pay for the fourth person only to find out that is not supposednto be thebcase. 2. My kids room aircon and tv dont work , then they were supposednto be moved to another room next day . In our utmost desbelief , the kids were kicked out without communicating with me( had to carry the luggage to me . 3. Its now 13h39 and our room has not been cleaned . If i can say i rested here , it will be a complete lie. Looking foward to the comfort of my mothere house than this . 3. The worst experience of my life , the service is out of a horror movie.
Helpful (0)
|Replies (0)MS
Mavila S
1 reviews | Active since Jan 2020
26 Dec 2025, 11:41
Worst customer service and poor planning
I once come to coach house many years ago as a child with my dad. In my mind i thought the standard still as is . Red flags were there during bookings but it didnt bither me considering that i knew the place. 1. We paid for christmast lunch for 5 people but one person didnt come with , they reserved a table for 3 .... was told to go and pay for the fourth person only to find out that is not supposednto be thebcase. 2. My kids room aircon and tv dont work , then they were supposednto be moved to another room next day . In our utmost desbelief , the kids were kicked out without communicating with me( had to carry the luggage to me . 3. Its now 13h39 and our room has not been cleaned . If i can say i rested here , it will be a complete lie. Looking foward to the comfort of my mothere house than this . 3. The worst experience of my life , the service is out of a horror movie.
0
Replies (0)KM
Katlego M
1 reviews | Active since Jan 2020
14 Oct 2025, 06:08
Bad service received
I booked a stay at Orion hotel in Rustenburg, South Africa (26th to 28th September) expecting a comfortable and relaxing experience, but unfortunately, it fell far short of my expectations. I had booked a family room with two double beds. To my shock when we arrived, we were allocated a room with a double bed and we were all expected to sleep on it, all THREE of us. We ended up looking for alternative accommodation at 1:00 am as we were told the place was fully booked and there was no alternative. The room we were allocated looked old and the couch in there l doubt it receives deep cleaning once in a while. Our safety was a concern; and no one seems to care about the inconvenience my family and l experienced. Post the bad experience and almost two weeks later, Orion Management has not bothered themselves to advise us on whether we'll receive a refund to compensate for the extra costs we incurred after sourcing alternative accommodation. The Manager spoke about receiving a complimentary voucher for a free stay, however l made it very clear that l will not be returning to their establishment after such a traumatic experience. I am not certain whether the hamper (chocolate/wine/biltong/nuts/fruits) left in my room is the compensation or what...... I am disappointed in the manner this matter was handled by Orion Management, and a rating of 1 is too much credit. I guess the fact that two weeks later post our stay at the hotel and we have not heard anything from them means they are hoping this matter will go away and all forgotten.
Helpful (0)
|Replies (0)KM
Katlego M
1 reviews | Active since Jan 2020
14 Oct 2025, 06:08
Bad service received
I booked a stay at Orion hotel in Rustenburg, South Africa (26th to 28th September) expecting a comfortable and relaxing experience, but unfortunately, it fell far short of my expectations. I had booked a family room with two double beds. To my shock when we arrived, we were allocated a room with a double bed and we were all expected to sleep on it, all THREE of us. We ended up looking for alternative accommodation at 1:00 am as we were told the place was fully booked and there was no alternative. The room we were allocated looked old and the couch in there l doubt it receives deep cleaning once in a while. Our safety was a concern; and no one seems to care about the inconvenience my family and l experienced. Post the bad experience and almost two weeks later, Orion Management has not bothered themselves to advise us on whether we'll receive a refund to compensate for the extra costs we incurred after sourcing alternative accommodation. The Manager spoke about receiving a complimentary voucher for a free stay, however l made it very clear that l will not be returning to their establishment after such a traumatic experience. I am not certain whether the hamper (chocolate/wine/biltong/nuts/fruits) left in my room is the compensation or what...... I am disappointed in the manner this matter was handled by Orion Management, and a rating of 1 is too much credit. I guess the fact that two weeks later post our stay at the hotel and we have not heard anything from them means they are hoping this matter will go away and all forgotten.
0
Replies (0)KD
Kari D
1 reviews | Active since Jan 2020
2 Sept 2025, 16:41
****med by Orion Group and Dr Sandra Perkins
I have previously shared our experience with losing money because of Infinity Day Spa and Dr Sandra Perkins. I invite anyone who also lost money to contact me on kari.doorduin@gmail.com We are busy building a case against Dr Perkins and Orion Group, please join me.
Helpful (0)
|Replies (0)KD
Kari D
1 reviews | Active since Jan 2020
2 Sept 2025, 16:41
****med by Orion Group and Dr Sandra Perkins
I have previously shared our experience with losing money because of Infinity Day Spa and Dr Sandra Perkins. I invite anyone who also lost money to contact me on kari.doorduin@gmail.com We are busy building a case against Dr Perkins and Orion Group, please join me.
0
Replies (0)KF
Karen F
1 reviews | Active since Jan 2020
1 Sept 2025, 11:51
Great Hotel
Very friendly reception at the Magoebaskloof hotel for our hiking party who stayed over after the hike. Exceptional service in accommodating us for secure parking for the vehicles during the hike, opening a unit earlier to store the baggage while some was completing the hike and the quitters decided to explore the countryside. For Frans Magoba who assisted in carrying all the baggage to the assortment of rooms and Joel jnr who delivered all the pizzas, 2 at a time, on the run. We enjoyed our stay. A fitting conclusion to a memorable sister's 60th.
Helpful (0)
|Replies (0)KF
Karen F
1 reviews | Active since Jan 2020
1 Sept 2025, 11:51
Great Hotel
Very friendly reception at the Magoebaskloof hotel for our hiking party who stayed over after the hike. Exceptional service in accommodating us for secure parking for the vehicles during the hike, opening a unit earlier to store the baggage while some was completing the hike and the quitters decided to explore the countryside. For Frans Magoba who assisted in carrying all the baggage to the assortment of rooms and Joel jnr who delivered all the pizzas, 2 at a time, on the run. We enjoyed our stay. A fitting conclusion to a memorable sister's 60th.
0
Replies (0)JN
Jason N
1 reviews | Active since Jan 2020
28 Aug 2025, 11:08
Sandra Perkins/Infinity Spa stole my money!
I booked and paid in full for a full spa, 2-hour game drive and accommodation. I got an email literally 2 days after paying saying that the spa is closing down. When I arrived, nothing was paid for, but the bookings were there... Since then, there has been no indication of refunds, and I keep getting a generic response with a letter to creditors attached. Keep getting through to a lady named Dessy on the number that was provided, but she has been trained on what to say and she is very rude and dismissive. It has now been over a month of hearing her voice! Sandra Perkins is MIA with our money....
Helpful (0)
|Replies (0)JN
Jason N
1 reviews | Active since Jan 2020
28 Aug 2025, 11:08
Sandra Perkins/Infinity Spa stole my money!
I booked and paid in full for a full spa, 2-hour game drive and accommodation. I got an email literally 2 days after paying saying that the spa is closing down. When I arrived, nothing was paid for, but the bookings were there... Since then, there has been no indication of refunds, and I keep getting a generic response with a letter to creditors attached. Keep getting through to a lady named Dessy on the number that was provided, but she has been trained on what to say and she is very rude and dismissive. It has now been over a month of hearing her voice! Sandra Perkins is MIA with our money....
0
Replies (0)JN
Jason N
1 reviews | Active since Jan 2020
28 Aug 2025, 11:05
Sandra Perkins/Infinity Spa a bunch of ****mers!
I booked and paid in full for a full spa, 2-hour game drive and accommodation. When I arrived, nothing was paid for but the bookings were there... I got an email literally 2 days after paying saying that the spa is closing down. Since then, there has been no indication of refunds, and I keep getting a generic response with a letter to creditors attached. Keep getting through to a lady named Dessy on the number that was provided, but she has been trained on what to say and she is very rude and dismissive. Sandra Perkins is MIA with our money....
Helpful (0)
|Replies (0)JN
Jason N
1 reviews | Active since Jan 2020
28 Aug 2025, 11:05
Sandra Perkins/Infinity Spa a bunch of ****mers!
I booked and paid in full for a full spa, 2-hour game drive and accommodation. When I arrived, nothing was paid for but the bookings were there... I got an email literally 2 days after paying saying that the spa is closing down. Since then, there has been no indication of refunds, and I keep getting a generic response with a letter to creditors attached. Keep getting through to a lady named Dessy on the number that was provided, but she has been trained on what to say and she is very rude and dismissive. Sandra Perkins is MIA with our money....
0
Replies (0)KD
Kari D
1 reviews | Active since Jan 2020
21 Jul 2025, 15:10
Infinity Spa ***** - Orion Group fail
I have used Infinity Spa's before, and it was a good experience. They reached out to me early July via email and phone call to offer multiple Full Day packages in different tiers, and I collected money from all the ladies in my family to do a Spa day on my birthday. Just after I purchased 6 full day packages, I received a notice that they have closed and are selling the business, and we have to wait for "possible refunds". After many unanswered calls and emails, I put "legal action" in one of the titles (I really am pursuing this) and Sandra Perksins answered me. They are still looking for a buyer and can't guarantee any refunds. Now I ask you, if they sent out all the adverti*****ts for the packages 2 days before closing down.. surely they are ****ming their years long loyal customers for the money they need!
Helpful (0)
|Replies (0)KD
Kari D
1 reviews | Active since Jan 2020
21 Jul 2025, 15:10
Infinity Spa ***** - Orion Group fail
I have used Infinity Spa's before, and it was a good experience. They reached out to me early July via email and phone call to offer multiple Full Day packages in different tiers, and I collected money from all the ladies in my family to do a Spa day on my birthday. Just after I purchased 6 full day packages, I received a notice that they have closed and are selling the business, and we have to wait for "possible refunds". After many unanswered calls and emails, I put "legal action" in one of the titles (I really am pursuing this) and Sandra Perksins answered me. They are still looking for a buyer and can't guarantee any refunds. Now I ask you, if they sent out all the adverti*****ts for the packages 2 days before closing down.. surely they are ****ming their years long loyal customers for the money they need!
0
Replies (0)MQ
Millicent Q
1 reviews | Active since Jan 2020
14 Jul 2025, 08:05
**** ARTISTS!!!!!Went MIA with our deposit...
We booked a team building for our staff at Infinity Spa in Cape Town , that is part of the Orion Group, paid our deposit then received an email that the treatments were suspended without further notice. Now the business has gone completely MIA, and we have not received any further communication, as to when we will get our refund. These people are **** artists, and Sandra Perkins who sent the email is not responding to any of our emails or phone calls. Please be aware that Orion Group is not to be trusted.
Helpful (0)
|Replies (0)MQ
Millicent Q
1 reviews | Active since Jan 2020
14 Jul 2025, 08:05
**** ARTISTS!!!!!Went MIA with our deposit...
We booked a team building for our staff at Infinity Spa in Cape Town , that is part of the Orion Group, paid our deposit then received an email that the treatments were suspended without further notice. Now the business has gone completely MIA, and we have not received any further communication, as to when we will get our refund. These people are **** artists, and Sandra Perkins who sent the email is not responding to any of our emails or phone calls. Please be aware that Orion Group is not to be trusted.
0
Replies (0)