Orion Hotels And Resorts
Claimed Business
|1.6|5 Reviews (last 12 months)|This business does not respond to reviews
Orion Hotels And Resorts
Claimed Business
|1.6
5 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Orion Hotels And Resorts is facing significant guest dissatisfaction across multiple properties including Coach House, Magoebaskloof, and venues linked to Infinity Spa. Customers consistently mention unresolved refund disputes following the abrupt suspension of spa services, poor communication from management, and shabby room conditions including non-functional aircons and televisions. A recurring theme involves billing disputes, allegations of ghosting by leadership, and unmet booking expectations. Isolated positive feedback highlights warm reception staff and helpful porters at Magoebaskloof, suggesting service quality varies sharply by property and individual team members.
Performance(last 12 months):
NPS Score
-67Unlikely
NPS Score
-67
Recommended: Unlikely
Review Distribution
1.6|5 Reviews
Sep '25 - Aug '26
Recent reviews (5)
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 Aug 2021
26 Dec 2025, 13:41
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 Aug 2021
26 Dec 2025, 13:41
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 Jul 2016
14 Oct 2025, 08:08
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 Jul 2016
14 Oct 2025, 08:08
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 Aug 2021
2 Sept 2025, 18:41
****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 *** 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 Aug 2021
2 Sept 2025, 18:41
****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 *** 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 Nov 2024
1 Sept 2025, 13:51
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 Nov 2024
1 Sept 2025, 13:51
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 Jul 2016
28 Aug 2025, 13:08
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 Jul 2016
28 Aug 2025, 13:08
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)