Paula Adams

We had a wonderful trip and Paula did a great job pulling together such a fun trip given how logistically challenging it was with the IM 70.3 race being in Taupo. The hop on hop off ferry/bus ride to Waiheke Island was perfect for our first day, easy to access the ferry, take our time visiting little shops, do some archery and wine tasting. We loved the MSocial hotel in Auckland with super helpful staff, clean comfortable rooms, perfect views and great location. The rental truck worked perfect for all of our luggage and bike case. It would have been helpful to have more detailed instructions about how to navigate the rental return as there are two terminals at Auckland and two rental returns.
Raglan was my daughter's favorite place and we could not get enough of the bakeries and huge black sand beaches. The Coromandel area is absolutely beautiful. On our drive there we stopped at a Lavender Farm to pick blueberries and have some lavender/blueberry icecream. Although Whitianga is a lovely town, we would have preferred to stay in a town either on Hot Water Beach or closer to Cathedral Cove since that is where we spent most of our time and the driving is quite challenging on the very hilly curvy roads there. Also our stay at the Sovereign Pier was not as we hoped since it really was not a 4 star (more just a poorly supplied rental place) and was on a marina not near the beach at all so the description of this place was misleading.
Other than that we had an amazing trip and thankful for KimKim scheduling all our tours which were fantastic.
Thank you so much.

GOOD MACRO-PLANNING, BUT NOT A HIGH-TOUCH PREMIUM EXPERIENCE. DO NOT RECOMMEND.

Our recent experience with Kimkim for a 12-day trip to New Zealand was a mixed bag. The macro-level planning was well done, but the on-the-ground support and communication left a lot to be desired. While some aspects of the trip were commendable, the lack of communication, flexibility, and local expertise lead us to not recommend Kimkim - the value addition just does not justify the mark-up and the positioning as a true full-service travel experience provider.

The Positives: Macro Planning and Wine Tastings

Kimkim delivered on several key aspects of the trip, including:

- Accommodation Choices: The hotels were well-selected, and room arrangements were thoughtfully organized to accommodate our group of seven. This is a complex task, and they executed it well. Same for the car rentals.

- Wine Tasting Experiences: The wine-tasting tours were excellent, particularly the private tasting at Cloudy Bay in Marlborough and the private wine trip to Hawkes Bay with Edward.

- Big Picture Planning: The overall itinerary covered many major highlights of New Zealand. We covered a lot of ground in the South as well as the North Island.

Unfortunately, these successes were overshadowed by significant failures in execution.

The Negatives: Communication, Support, and Flexibility

Complete Lack of Communication During the Trip
Not once during the 12-day trip did we receive a single email, call, or message from Kimkim to check on how things were going. Even after the trip, the first communication we got was to ask us for this review! This lack of communication and periodic check-ins was deeply disappointing. Paula, our agent, simply disappeared once the trip began. This is not what we would expect from a full-service travel provider.
There was no day-to-day advice or recommendations for activities like restaurant bookings, particularly for problematic dates such as Christmas and New Year’s Eve, when reservations for a group of seven are challenging. We had to scramble to arrange dining options ourselves, which added unnecessary stress.

Limited Pre-Trip Communication
Important pre-trip details were missing, such as a comprehensive summary of the itinerary, flight and visa information, and other essentials. We almost got stranded at the airport because Paula did not remind us to get the New Zealand E-visa. I know this was buried in the communication before the trip, but with US passports, we are not used to getting visas for friendly countries like NZ. We had to apply for the visas at the airport, and the airline refused to let us board until we got the visas. We had to plead and grovel to get on the plane!!

Emails lacked clear subject lines, making it difficult to locate important information. A more professional and organized communication approach would have been much more helpful.

Poor Flexibility and Rigid Alternatives
When we canceled a day-long cruise because we didn’t want to spend two full days on boats (which should not have been organized in the first place, given we had told Paula that two kids had motion sickness issues), we were offered another rigid, unsuitable alternative: an 8-hour tour to an Alpaca farm. This suggestion failed to account for the fact that we had rental cars and could have used that day for a more flexible, self-guided itinerary. We felt that there was a lack of creative, personalized alternatives when changes were requested.

No Local Expertise or On-the-Ground Support
Our trip planner was based in the U.S., not in New Zealand, leading to a significant disconnect. There was no local contact who could provide timely advice or support. When we had the airport fiasco, Paula was in bed as it was midnight in the US. This is unacceptable. We were told to deal with the "local person" Sherry Li, who does not work for kimkim. It seems that Kimkim relies on outsourcing to third-party operators, which added confusion as we never knew who to call for specific issues, and left us feeling stranded when problems arose.

Excessive Markup Without Justifiable Value
Kimkim acts more like a middleman, outsourcing tasks rather than providing direct, hands-on service.
For the premium price we paid (including what appears to be a 50% markup), we expected seamless service and personalized support. Instead, we received vague guidance, poor communication, and a frustrating lack of accountability.

Summary
While Kimkim excelled in planning the macro-level logistics of our trip—such as hotels and wine tastings—their lack of communication, inflexibility, and absence of local expertise made the experience less enjoyable than it could have been. The complete absence of follow-up during the trip, no day-to-day advice or support, and reliance on third-party operators detracted from what should have been a smooth and enjoyable experience. For the price we paid, Kimkim should have provided comprehensive support, timely communication, and a personalized touch. Instead, they acted as a middleman, adding complexity rather than simplifying our journey. Given these issues, we cannot recommend Kimkim and will not use their services again.

Hotel Review

Adina Apartment Hotel Auckland Britomart

Auckland

Excellent penthouse 3-bedroom apartment. Great amenities and good location. Ultra modern design. The breakfast can be avoided - lots of local places near the hotel.

Authenticity & Character

Very modern and clean.

Location

Close to harbor and local restaurants.

Staff

Cleanliness & Comfort

Nice kitchen, appliances, bathrooms

Activity Reviews

Skyline Gondola Ride

Queenstown (NZ)

Excellent views! Must do in Queenstown to see the whole town from the top of the hill.

Quality of Experience

Guides, Drivers and Staff

No guide used.

Transport

Could not get Uber to work!

Doubtful Sound Wilderness Cruise (ex Queenstown)

Queenstown (NZ)

Beautiful views. Excellent natural beauty. A bit long (4 steps - bus, boat, bus, boat!) and the actual cruise is only 3 hours out of a 12 hour trip!

Quality of Experience

Guides, Drivers and Staff

Transport

Too long!

Half Day Private Luxury Wine Tour

Blenheim

Cloudy Bay is a must-visit for wine lovers. And our private tasting at the "Shack" was outstanding!!!

Quality of Experience

Guides, Drivers and Staff

Our host was amazing! Ask for Swafka

Transport

We drove ourselves!!

Paula was very responsive and helpful and chose good hotels and activities. We had a good time.

But there were some issues that she did not take care of adequately:
1. She misread our request for two single rooms and all the original quotes were based on a shared room. So the trip ended up costing quite a bit more than expected - we only found this our after paying the deposit and seeing what was arranged. Paula said that she gave us a discount but given that KimKim does not disclose the individual costs of items, we were unable to see if this was the case.
2. There was a problem between the local agents in New Zealand and the care hire people. The car hire people needed some information which the local agents would not/could not give. This resulted in us waiting for an hour to get the car by which time it was dark. Given that it was out first experience of driving in New Zealand, in Auckland, a big city, we had timed the flight so that we could drive before dark, but given the delay we had to drive in the dark. After some time of asking for an explanation, which we did not get, we were given a small refund for our troubles but would have preferred that this had not happened.
3. Although Paula knew we had a car, she booked us into a hotel where overnight parking was exorbitant. We believe that she should have told us that we would have to pay for parking and how much. KimKim customer service did pay for the parking, once we asked, and we appreciate that, but would have preferred for them to offer.
4. Paula went away just before our trip, and we still had some important questions. Although she did tell us some time before that this would happen, she did not remind us before the date and did not indicate who would take over, even though we were in the middle of discussing an important issue with her. She just disappeared. So we went without a response for about 3 days and had to contact customer service for someone to check on Paula's trips. When Liz did respond she was extremely helpful, but again, we should not have had to ask.

The response time from both Paula, Liz and customer service was excellent (except when Paula went away). Unfortunately the substance of the service was not always that good. I suggest that KimKim work on the latter.

Hotel Reviews

Chalet Queenstown

Queenstown

Excellent. Wonderful service from the manager. Well located.

Authenticity & Character

Location

Staff

Deborah was helpful and fun

Cleanliness & Comfort

Rydges Rotorua

Rotorua

A really nice hotel, close to the forest with nice walks for those who want. Excellent food.

Authenticity & Character

Not really a character hotel, but a nice place to stay.

Location

We liked the location because it was close to the forest, but if you want to be close to town then this may not be best.

Staff

Extremely helpful and friendly.

Cleanliness & Comfort

Quest Napier

Napier

Authenticity & Character

A lovely place.

Location

Very close to town and the beach. everything in walking distance.

Staff

The proprieter was extremely friendly and helpful.

Cleanliness & Comfort

Holiday Inn Express Auckland City Centre

Auckland

The breakfast could have been more varied.

Authenticity & Character

Its a Holiday Inn. We did not expect character.

Location

Very central. easy to get about the city

Staff

The desk staff were extremely helpful and friendly.

Cleanliness & Comfort

Activity Reviews

Afternoon Wilderness Experience

Auckland

A fun activity. Good to get out of Auckland. but we wondered if we were really in a rainfeorst - it was not as dense or wet as we expected.

Quality of Experience

Guides, Drivers and Staff

Transport

Full Day Milford Sound Glass Roof Van/CruiseVan

Queenstown (NZ)

long but beautiful.

Quality of Experience

Food

Guides, Drivers and Staff

Transport

Welcome to Rotorua

Rotorua

Quality of Experience

Guides, Drivers and Staff

Mitai Cultural Experience & Dinner

Rotorua

Quality of Experience

Food

Guides, Drivers and Staff

Transport

The Hell's Gate Experience

Rotorua

Quality of Experience

Guides, Drivers and Staff

Transport

Twilight Glow Worm Kayak Experience - 3 hour guided

Rotorua

Quality of Experience

Guides, Drivers and Staff

The guides were extremely friendly and helpful.

Transport

Our trip to Australia can be described in one word, exceptional! We have traveled with many companies like Tauck, Gate1, Viking, Oceania, Arctic Adventures, etc. This trip and its format is my favorite to date. It starts with the best travel agent or as Kim Kim calls it, Local Specialist we have ever had in 30 plus years of booking trips. Not only was she organized and communicative, she also very helpful and caring. She developed the perfect itinerary for us and our desires. Everything from Wine tours in the Barossa Valley and Ybarra to dinner under the stars in Uluru. We participated in feeding nocturnal animals at the Bonorong Wildlife Sanctuary and then received an extra gift of seeing the Aurora Australis!!! We took fast rib boats around the tallest sea walls in the southern hemisphere and snorkeled out on the Great Barrier Reef. Simply amazing. Being the shoulder season, the majority of our small group tours ended up being private tours which was an added bonus. Our accommodations on the trip were fun eclectic places that were all perfectly situated to be within convenient walking distance to everything you would want to see including a perfect view of Sydney Opera House from our hotel window, amazing. Speaking of amazing, we planned our trip 7 months in advance and everything went off perfectly from the drivers picking us up and dropping us off at the airport to all our tours, there was never a hiccup and everyone was on time, truly mindboggling!! Without a doubt, Paula will be my first call when I head back to the Southern Hemesphere because even with 23 days in country it was only a taste and I want more!!

Hotel Reviews

Adabco Boutique Hotel

Adelaide

I stayed at the Adabco Boutique Hotel in Adelaide for a total of four nights, split over two stays. The hotel was perfectly situated, making it really convenient for exploring the city. The accommodations were top-notch, exactly what we asked for in terms of comfort and amenities. Everything was clean and well-maintained, and we felt very comfortable during our stay. Overall, it was a fantastic experience and I would highly recommend it.

Harbour Rocks Hotel

The Rocks, Sydney NSW

Our stay at the Harbour Rocks Hotel in Sydney was incredible, especially because we could see the Opera House from our window. The location was excellent, making it really easy to walk around and see everything the city has to offer. The convenience and the view made our stay in Sydney truly memorable.

Location

Mercure Kangaroo Island Lodge

American River

Our stay at the Mercure Kangaroo Island Lodge was fantastic. The location was beautiful, especially being right down on the water. The natural beauty of the surroundings really added to the charm of the place. It was a memorable part of our trip, and the lodge itself was very comfortable and welcoming.

Laneways by Ovolo

Melbourne

We absolutely loved our stay at Laneways by Ovolo in Melbourne. The hotel was super hip and had a really cool vibe. Plus, it was right in the middle of Chinatown, so there was so much to explore right at our doorstep. The location was perfect for immersing ourselves in the local culture and enjoying all the vibrant activities around. This place really stood out as a highlight of our trip.

Port Douglas Peninsula Boutique Hotel

Port Douglas

Our stay at the Port Douglas Peninsula Boutique Hotel was amazing. The hotel was beautiful and it really felt like a luxurious retreat. The location was ideal, close to the beach and other attractions. The accommodations exceeded our expectations and contributed to making this part of the trip truly special.

Freycinet Lodge

Coles Bay

Our stay at Freycinet Lodge was spectacular. The lodge was beautiful and the surroundings were stunning. It was a perfect place to relax and take in the natural beauty of Tasmania. This was definitely one of the standout accommodations of our trip, and we thoroughly enjoyed our time there.

Adina Apartment Hotel Brisbane Anzac Square

Brisbane

The Adina Apartment Hotel in Brisbane was more of a standard hotel, but it was very nice and comfortable. What made it exceptional was its location. It was perfectly situated for easy access to the main highways, which was very convenient as I was driving in Brisbane. The ease of getting around from the hotel made it a great choice for our stay.

Lenna of Hobart

Battery Point

We stayed at the Lenna of Hobart for a few nights, and it was perfectly located. It was literally around the corner from the huge Saturday market and lots of restaurants and things to do, all within very easy walking distance. The convenience and comfort of this hotel made our stay in Hobart very enjoyable.

Activity Reviews

Barossa Valley Wine Tasting Day Trip

Adelaide

Tom our guide was super friendly and informative and took us to the smaller boutique wineries in the area which we prefer. We also had one of the best meals of our entire trip at Vino Lokal, wow!

Quality of Experience

Food

Vino Lokal was one of the best meals we had in Australia

Guides, Drivers and Staff

Tom was funny and informative. He had a great sense of humor when I would talk too long with staff and he was worried we would miss our next appointment.

Transport

New Mercedes van

Full-Day Great Barrier Reef & Coral Cays Boat Tour

Port Douglas

Very professional company and guides. Modern ship and great food. Definitely a must if you are in Port Douglas

Quality of Experience

Food

Guides, Drivers and Staff

Transport

Night Tour of the Bonorong Wildlife Sanctuary & Tasmanian Devils

Hobart

How often does one get to feed a Tasmanian Devil and see the oldest Cockatoo in the world at 109 years old? In addition we got to pet a Wombat and feed many other nocturnal animals. An added bonus we got to see the Aurora Australis!

A Night at Field of Light

Uluru

Absolutely magical experience under the stars in Uluru. Great food and lecture about the southern night sky. Incredible art installation in the middle of nowhere.

Quality of Experience

Food

Guides, Drivers and Staff

Transport

3 Hour Wilderness Cruise

Australia

Absolutely spectacular scenery and plus it was exhilarating on fast rib boats.

Quality of Experience

Guides, Drivers and Staff

Transport

A Taste of Chinatown - Evening

Sydney

So much fun and delicious too! Went into places I may have passed by and was given absolutely amazing food.

Quality of Experience

Food

Guides, Drivers and Staff

Transport

Full Day Mt. Conner Outback 4WD Adventure

Uluru

Incredible and humbling to see the vastness of the outback on a 1.25 million acre cattle station. Fascinating to hear how it all started and how the manage cattle out here.

Quality of Experience

Food

Guides, Drivers and Staff

Transport

Australia is a wide country and we had the perfect itineary charted out thanks to Paula from kimkim. We are from India and the response time was seamless and she really helped us narrow in on best experiences that will suit our family. I will highly recommend kimkim tours for a perfect holiday!

The whole trip was exceptional from the beginning to end!
Paula really took the time to understand how we wanted to spend our two weeks in Australia and she nailed it.
We started in Melbourne and had a fantastic guide (Bronson) who took us down the Great Ocean Road. He provided a lot of historical information and was super fun and easy going too!
We then went to the Healesville Animal Sanctuary the next day which was equally wonderful. We saw so many amazing animals and the guide, Steffi was extremely knowledgeable and kind. I will post some of the amazing pics!
We then headed to Uluru which was my favorite part of the whole trip. I could not get enough of the endless gorgeous night sky with the stars that went on forever. I will post those pics too.
The Field of Lights was well worth it so I highly recommend doing that. The tour the next morning was phenomenal. I was in Uluru for my birthday and I couldn’t have asked for a better memory. You have to take the time to visit this special place in the Outback.
The next day we were off to Cairns. This was another incredibly beautiful destination where we were able to enjoy a great amount of time in the water. Paula set us up to go snorkeling and diving for the day and it was a lot of fun. Make sure you pack some motion, sickness meds because the water is pretty rough. The day after the great barrier reef, we went to the Daintree rainforest, which was also pretty spectacular. We took a tour and our guide was a sweet older man by the name of Daniel and it was a very long day. There was a lot of sleeping on the van and the day was rainy so it wasn’t my favorite of the trip after we headed to Sydney, which was my second favorite destination. In Sydney, we did a wine tour one day where we hit three different wineries, which were wonderful and then the next day we did a blue Mountain tour, which was pretty spectacular. Our guide for the Blue Mountain tour was named Matthew and he was exceptional. He knew the history so well and was able to convey so much information in that short period of time . I highly recommend the Blue Mountain tour when in Sydney. The next favorite part of the trip for me was the Sydney Harbor cruise. We had no idea what to expect and it truly exceeded our expectations. The views were absolutely stunning and the restaurant we went to for dinner was incredible. The boat crew was wonderful and we were served champagne and wine and hors d’oeuvres. That were truly spectacular, the views of the opera house and the Sydney Harbour Bridge were absolutely breathtaking especially at night with all the lovely lights. It is a must do activity in Sydney. The restaurants in Sydney were also quite extraordinary. We had some of the best food that we’ve ever had in the world in Sydney. we went to an Italian restaurant named Alfredo’s and had one of the best Italian meals of our lives and we had gone to Italy two years ago and had pretty spectacular food there. The other restaurant that we really enjoyed was Mu Mu 4 You. This was a combination of Malaysian Singaporean in Indonesian St., Food and simply delicious. And then on our last night, we went to a restaurant called Boop and Tone, which was also spectacular.
We could not have had a better trip and are so grateful to Paula and Kim Kim for making all the arrangements.

We had an amazing and magical vacation to Australia. Since it was our first time visiting, we really wanted to optimize our time there. Paula was so helpful and made our trip so amazing. Some highlights included the Great Ocean Road trip out of Melbourne where our guide Bronson was so fun and engaging. Loved visiting the Healsville sanctuary where we were able to feed the loveliest kangaroo named Flo- our guide Stephie was so passionate about the animals. Cairns was such a fun beach town and we had an amazing time snorkeling at the Great Barrier Reef. Don’t skip Uluru at sunrise and sunset- the Field of Lights were amazing and we were able to see the most gorgeous night sky. Sydney has some of the best food and night life. We loved taking the ferry to Manly Beach. The private dinner cruise around the Sydney Harbour may have been my favorite experience.