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Springboard Vacations

At Springboard we believe in travel experiences that are far from ordinary – vacations that are indulgent, fun and stress-free. We believe in making sure every detail is just right, that where you lay your head at night is not just a bed but a place to with a story. We believe in authentic experiences that change our outlook on the world and enrich us.

We believe in designing unique itineraries as individual as every person we have the privilege of creating a trip for. No two are the same. We understand that this may be your only time to a part of the world that we love, so we want to make sure it’s unforgettable for all the right reasons. We love to share our passion with you as much as we love discovering new experiences during our own travel – things that you can fall in love with too. This keeps our work fresh and our passion high.

We understand that planning a trip can be an overwhelming task with way too much information to sort through and way too much at stake to get it wrong. We understand that you want value for money and someone who really understands both the destination and you, the traveler - to draw on their experience to guide you through this process. You need an advocate to find the best options for you and deliver you everything you have dreamed of. Because this is not just a trip it’s your bucket list coming to life!

Springboard Vacations is part of the following groups: Australia Travel Agents, Fiji Travel Agents, French Polynesia Travel Agents

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Recent Trip Reviews for Springboard Vacations

5 stars to everybody involved
New Zealand | Oct 22 - Nov 15, 2024

Nikola
Nikola J.
Vietnam | Reviewed on Nov 16, 2024
I went with the idea to explore the nature of New Zealand and boy did it deliever. I am extremely happy with how things were organized; with all the guides involved and Ruth and Sherry for helping to put everything together and help with the glitches.
I do suggest to anybody doing the same trip to leave some days extra for added exploring on the scene, some things will amaze you on the way, and to leave some extra time to reschedule tours that unfortunately don’t happen due to unforeseen...
Read more

I went with the idea to explore the nature of New Zealand and boy did it deliever. I am extremely happy with how things were organized; with all the guides involved and Ruth and Sherry for helping to put everything together and help with the glitches.
I do suggest to anybody doing the same trip to leave some days extra for added exploring on the scene, some things will amaze you on the way, and to leave some extra time to reschedule tours that unfortunately don’t happen due to unforeseen reasons.
I missed a few things due to weather conditions and had no time to reschedule, but I also found some things on the way that were a surprise.

Activity Reviews
Half Day Black Abyss Trip
Half Day Black Abyss Trip
Waitomo

Unbelievable experience. A friend recommended me this and she was spot on for this. One of the highlights of the whole trip was going back on the tubes, looking at the lighted ceiling and listening to history of the cave and glow worms.

Quality of Experience
Guides, Drivers and Staff
Hobbiton Movie Set Tour
Hobbiton Movie Set Tour
New Zealand

When I first booked this, I was a bit skeptical, but I was very wrong. The tour is well organized, the village is really beautiful and the scenery does get you to Hobbit/Lord of the rings mood.

Quality of Experience
Guides, Drivers and Staff
Transport
Morning Cultural Food Tours City Meander
Morning Cultural Food Tours City Meander
Christchurch

Really nice city tour with a local. She showed us small, easy to miss details of the city that were very interesting.

Quality of Experience
Guides, Drivers and Staff
Transport
Local specialist: Ruth Grau
Ruth
Ruth Grau
Local specialist in Adelaide, Australia, & Palm Springs, USA | Replied on Nov 17, 2024

Yah!!!! I am so happy to read your review and hear that you loved all your experiences!! New Zealand really is an awesome place (even if the weather does not always do what we want 100% of the time!) Welcome home and thanks for booking with me.

Ruth

Connie and Sherry were great! We had an amaz...
New Zealand | Sep 30 - Oct 6, 2024

D
Dennis S.
Denver, CO | Reviewed on Oct 08, 2024

Connie and Sherry were great! We had an amazing time in New Zealand and our trip couldn’t have been any better. We loved all of the recommendations, accommodations, and tours and we would love to return to NZ again and of course work with Connie and Sherry.

Local specialist: Connie Campos
Connie
Connie Campos
Local specialist in Washington and New Zealand | Replied on Oct 08, 2024

Hello Mr. & Mrs. Smythe,

Thank you so much for your kind words! I truly appreciate your compliment. It means a lot to me.
I am pleased to hear everything was top-notch and you enjoyed the trip.
Your support encourages me to continue doing my best. I’m grateful to have you in my corner!

We look forward to assisting you in the future.

Best regards
Connie

Australia and New Zealand September 2024
Australia | Sep 15 - Oct 5, 2024

G
Genevieve R.
Canada | Reviewed on Oct 07, 2024
The trip was everything we hoped for. All booked tours , transfers and hotels were seamless. We were welcomed in both countries with a welcome package with all important information. When we needed to get in touch with agents both Paula and Sherri were helpful and timely with their responses.
We had friendly and Knowledgeable guides for each excursion. One who particularly stood out was our guide Dandy in Melbourne. He took us on the Great Ocean Road, entertained us and was attentive to...
Read more

The trip was everything we hoped for. All booked tours , transfers and hotels were seamless. We were welcomed in both countries with a welcome package with all important information. When we needed to get in touch with agents both Paula and Sherri were helpful and timely with their responses.
We had friendly and Knowledgeable guides for each excursion. One who particularly stood out was our guide Dandy in Melbourne. He took us on the Great Ocean Road, entertained us and was attentive to the needs of everyone on the tour.
We could not be more thrilled with our experience.

Hotel Review
The Grace Hotel
Sydney, NSW

Beautifully located with Friendly and attentive taff. a mix of old and new.

Authenticity & Character
Historic charm well updated
Location
Central in the CBD. Easy walking distance to warf and central
Staff
very friendly
Cleanliness & Comfort
Mini bar replenished daily. Large room and nepresso
Local specialist: Paula Adams
Paula
Paula Adams
Local specialist in California and Australia | Replied on Oct 12, 2024

G'day Genevieve,

Thank you so much for taking the time to write a review and providing feedback on your recent trip. It truly makes me happy knowing that your vacation to New Zealand and Australia was successful and wonderful memories were made.
Thank you again for trusting me in help plan your vacation and I look forward to planning your next trip to the South Pacific. Take care and keep in touch!

Cheers,
Paula

Liz did a wonderful job helping us with our d...
Australia | Sep 13 - Sep 19, 2024

P
penny t.
Denver, CO | Reviewed on Sep 23, 2024

Liz did a wonderful job helping us with our delightful trip to see 4 very different regions of Australia. All of the accommodations and transfers as well as the air arrangements went off like clockwork. Using Liz and Kim Kim really helped us maximize our time and have us a great flavor of the places, people and foods of Australia. We will definitely be using KimKim and Liz for future trips. Next on our South Pacific bucket list: New Zealand!
Well done,
Tob and Penny Trickey

Local specialist: Liz Neal
Liz
Liz Neal
Local specialist in Sydney-Auckland-Los Angeles | Replied on Oct 05, 2024

Hello Tob and Penny,
It was a pleasure working with you in the Australia Trip and thank you very much for the wonderful review !

I would love to be able to arrange your next trip: New Zealand so please reach out to me when you are ready.

Again, thank you for your business and it was a pleasure !

Liz

Paula was a huge help with the planning of ou...
Australia | May 13 - May 29, 2024

K
K M.
Flagami, FL | Reviewed on Sep 15, 2024
Paula was a huge help with the planning of our trip to Australia. We only had 2.5 weeks and were at a loss of where to go and what to see beyond Sydney. She helped us come up with a really nice itinerary to see as much of the culture and wildlife of Sydney, Outer brisbane and GBR. We loved sydney as a city...beautiful. We stayed out in the glass house mountains while in Brisbane region and loved our accommodations at the Crocodile Hunter lodge and all of the wildlife experiences if... Read more

Paula was a huge help with the planning of our trip to Australia. We only had 2.5 weeks and were at a loss of where to go and what to see beyond Sydney. She helped us come up with a really nice itinerary to see as much of the culture and wildlife of Sydney, Outer brisbane and GBR. We loved sydney as a city...beautiful. We stayed out in the glass house mountains while in Brisbane region and loved our accommodations at the Crocodile Hunter lodge and all of the wildlife experiences if offered. Our time in Port Douglas was also lovely, with a few days out on the barrier reef. We combined stays at both hotels and Airbnb's. The only place we did not care for was our one night hotel in Brisbane...under construction and not clean. Aside from that, all were great, and we appreciated the help booking tours and adventures.

Hotel Reviews
Mercure Brisbane Spring Hill (was Pacific Hotel Brisbane)
Spring Hill

hotel room was tired (in need of a refresh) and dirty, especially bathroom with a soiled toilet. Lots of construction and the location was average...not much near by. Would not recommend staying

Authenticity & Character
Location
Staff
Cleanliness & Comfort
clean the bathrooms!
Parkroyal Darling Harbour
Sydney

we were just here for a quick overnight before our international flight early in the morning. We liked the location and ability to walk to many restaurants and sights.

Authenticity & Character
Location
Staff
Cleanliness & Comfort
very nice room in a great location. updated bathrooms and comfortable beds
The Crocodile Hunter Lodge
Beerwah, Queensland
Authenticity & Character
attention to detail
Location
beautiful area
Staff
Cleanliness & Comfort
Activity Reviews
Climb the Harbor Bridge
Climb the Harbor Bridge
Sydney

we really liked this!

Guides, Drivers and Staff
Full Day Private Blue Mountains Diamond Day
Full Day Private Blue Mountains Diamond Day
Sydney

enjoyed the farm visit as this is where we spotted our first koalas and kangaroos. Learned a bit about the state/national rehab and breeding program of the koalas. The mountains are beautiful. This trip was primarily a drive and see with little opportunity to get out and explore. We would have loved an hour or so to do a hike. lunch was delicious.

Quality of Experience
beautiful scenery
Food
delicious lunch!
Guides, Drivers and Staff
if the drivers offered more information...meaning if information was volunteered. our guide was quite knowledgeable, but only if we asked the questions.
Transport
spacious and comfortable
Full Day Daintree Cape Tribulation 4WD Bloomfield Track Tour
Full Day Daintree Cape Tribulation 4WD Bloomfield Track Tour
Australia

it was a long day and not much opportunity to get out and explore, with the exception of the boat tour.

Quality of Experience
Food
Guides, Drivers and Staff
Transport
Local specialist: Paula Adams
Paula
Paula Adams
Local specialist in California and Australia | Replied on Sep 16, 2024

Hi Kristyn,

Thank you so much for taking the time to write a wonderful review and feedback on your services. I truly appreciate it. I'm so happy to hear you and your family loved Australia. Sydney is one of my favorite places to visit also. The harbor is spectacular, and the food is AMAZING! I enjoyed working with you and hope to plan another trip for you and your family in the near future. Take care and please keep in touch.

Cheers,
Paula

Liz was terrific in planning our month long t...
Australia | Aug 1 - Aug 29, 2024

P
Patricia W.
Santa Clara, CA | Reviewed on Sep 05, 2024

Liz was terrific in planning our month long trip to Australia. Very knowledgeable with great local connections on the east coast and the more remote west coast. From big cities to remote national parks, all arrangements were flawless. Definitely recommend working with Liz.

Local specialist: Liz Neal
Liz
Liz Neal
Local specialist in Sydney-Auckland-Los Angeles | Replied on Sep 05, 2024

Thank you Patricia!!!
Very kind words and I loved working with you to make this trip special. Thank you also to call to chat personally about your trip. It means a lot to us ! I hope to work with you in the future.
Liz

We are very happy with kimkim's help on our r...
Australia | Aug 10 - Aug 17, 2024

D
Doug P.
Seattle, WA | Reviewed on Aug 26, 2024
We are very happy with kimkim's help on our recent Australia vacation. Connie was super helpful in helping me to arrange a fairly last-minute trip to Sydney and Melbourne. She is incredibly responsive and knowledgeable, and the tours she arranged were top notch! We enjoyed every aspect, including the Blue Mountains, Opera House, Great Ocean Road and wildlife park visits. While we had reasonably good insights into what Sydney might offer from my earlier visit some years ago, our tour... Read more

We are very happy with kimkim's help on our recent Australia vacation. Connie was super helpful in helping me to arrange a fairly last-minute trip to Sydney and Melbourne. She is incredibly responsive and knowledgeable, and the tours she arranged were top notch! We enjoyed every aspect, including the Blue Mountains, Opera House, Great Ocean Road and wildlife park visits. While we had reasonably good insights into what Sydney might offer from my earlier visit some years ago, our tour guide Judy in Melbourne truly familiarized that wonderful city to us in a way that we would have missed had we just wandered about on our own.

Hotel Reviews
Furama Darling Harbour
Haymarket

Clean spacious rooms; wonderful breakfast, friendly helpful staff.

Location
Staff
Cleanliness & Comfort
Batman's Hill On Collins
Melbourne, VIC

Very nice and clean accommodation. Our room was quite small and looked into a nearby wall, but we were mostly gone. The breakfast was quite good and friendly helpful staff.

Authenticity & Character
Location
Staff
Cleanliness & Comfort
Activity Reviews
Sydney Opera House Tour
Sydney Opera House Tour
Sydney

What a story! Our guide Michael was knowledgeable and an excellent presenter.

Quality of Experience
Guides, Drivers and Staff
Full Day Blue Mountains Deluxe Day
Full Day Blue Mountains Deluxe Day
Sydney

Karyn is super knowledgeable and made us feel extremely comfortable. Great stories about the mountains and the towns within them.

Quality of Experience
Food
Excellent lunch stop!
Guides, Drivers and Staff
Transport
Full-Day Great Ocean Road Trip
Full-Day Great Ocean Road Trip
Melbourne

Well worth the time and money. The Great Ocean Road is awesome and our guide Bluey was very personable and entertaining! A few points for improvement for a kimkim customer: 1. Our pickup at the Great Southern Hotel was one of the very last meaning we had no choice but to be at the very back of the bus. We were concerned that the winding roads might be uncomfortable from there but that aspect turned out okay. 2. The meal stops were too rushed.

Quality of Experience
Food
Guides, Drivers and Staff
Transport
Afternoon Lanes and Arcades Tour
Afternoon Lanes and Arcades Tour
Melbourne

We had our guide Judy all to ourselves, and spent three hours getting to know wonderful Melbourne and her. It was like visiting with a local friend - we loved it.

Quality of Experience
Guides, Drivers and Staff
Full Day Phillip Island Penguin Parade Ultimate Eco Tour
Full Day Phillip Island Penguin Parade Ultimate Eco Tour
Melbourne

We loved it. An easier pace than the Great Ocean Road and more relaxing stops, especially at the Wildlife Park. Graeme was another wonderful guide! Like the Great Ocean Road, our Great southern Hotel pickup spot was one of the last, so we did not sit together. But we were more up front on the single side, which was better.

Quality of Experience
Guides, Drivers and Staff
Transport
Local specialist: Connie Campos
Connie
Connie Campos
Local specialist in Washington and New Zealand | Replied on Aug 30, 2024

Hi Doug,
We appreciate your feedback. It was great to hear that you had a wonderful time and made some fantastic memories. Assisting you was a pleasure, and we hope to see you on another one of our fabulous trips at Kimkim.
Best Regards
Connie

Perfect trip!
Fiji | Jul 29 - Aug 19, 2024

Ashley
Ashley B.
Denver, CO | Reviewed on Aug 22, 2024
Perfect trip! Hopped around to a couple of the islands and had zero troubles with any of the transfers or resorts. Awesome, thanks! Read more

Perfect trip! Hopped around to a couple of the islands and had zero troubles with any of the transfers or resorts. Awesome, thanks!

Hotel Reviews
Fiji Gateway Hotel
Nadi

We stayed in 4.5 star hotels around Fiji and for some reason the Gateway just hits different! We loved our two stops here while breaking up the trip between different islands. The food was great, bed comfy, rooms cold, the chai tea was to die for and the music was awesome. My hubby and I joked we would be back and just stay and hang at the Gateway!

Authenticity & Character
Location
walking to airport
Staff
Cleanliness & Comfort
Fiji Gateway Hotel
Nadi

We stayed in 4.5 star hotels around Fiji and for some reason the Gateway just hits different! We loved our two stops here while breaking up the trip between different islands. The food was great, bed comfy, rooms cold, the chai tea was to die for and the music was awesome. My hubby and I joked we would be back and just stay and hang at the Gateway!

Authenticity & Character
Location
Staff
Cleanliness & Comfort
Matamanoa Island Resort
Mamanuca Islands, Nadi

Healthy, breath taking reef! For those new or in love with snorkeling you couldn't pick a better location. Shallow, gorgeous coral surround the island. We loved the massages and walking around the island. Rooms were amazinggggg. Only downside is no dogs on the island. Silly I know but we loved playing with the dogs on the other islands :)

Authenticity & Character
Location
Staff
Cleanliness & Comfort
Navutu Stars
Yaqeta Island

If my husband ever goes missing, I know to look for him at Navutu stars. Yes, I loved the resort too, but he said of all the places we have traveled around the world, this place just felt different. The people are authentic. Yes, they are in hospitality and you can tell but they were also just genuine and kind. I have worked in hospitality and nothing from them felt forced. Just great people. AND GREAT DOGS! If you love dogs, just stay here your entire vacation. I was about to pack Elsa in my suitcase, Dolly, Rocky and Snow White could come too. If you don't like dogs, they will leave you alone. I can say, of the 10 bures... those dogs had 9 of us fighting over them. Excursions were fun and adventurous. We hold very fond memories of this place, the people and the pups!

Authenticity & Character
What amazing people. I wish I would have went to the village to meet more of them.
Location
wow! Worth the long boat ride.
Staff
Authentic
Cleanliness & Comfort
Note, there is no air conditioning however the breeze is strong and the rooms were comfortable
Matangi Private Island Resort
Matangi Island

So much fun. Daily free snorkels and meals included. The BEST food we have had around Fiji by FAR and we stayed at many nice resorts. Everything was yummy. The ridge hike kicked our A$$ in the best way. (don't do it if you're scared of spiders, they do give you sticks). The shoreline hike was peaceful. The village singers and dancers were awesome and the little dance part after was a blast. Even the people who said they wouldn't participate were dancing and having a great time. How could you not. The massage was amazingggggggg and all the animals were awesome. Give Missy, Mary and Lucky some pats for me! I also loved that the visitors all enjoyed the friendly game of stealing the orange cat off of each others front porches. Such a friendly little sweetie! All the staff were great but we definitely enjoyed our free diving chats with bartender Jon, Dan telling us his story and about his time here in Colorado and our snorkels with the activity shack boys. The private time on the bay is a MUST for those who love snorkeling. Well done.

Authenticity & Character
Location
Staff
Jons the man!
Cleanliness & Comfort
Activity Reviews
Navutu Stars Complimentary Activities
Navutu Stars Complimentary Activities
Yasawa

Honestly everything was perfect and the dogs were great adventure buddies if you wanted them there. Hiking, kayak or laying on the beach. They would hang if you asked them to :)

Quality of Experience
Guides, Drivers and Staff
Transport
Navutu Stars Charged Activities
Navutu Stars Charged Activities
Yasawa

ADVENTURE! So fun! Loved the cave but long, wet, boat rides. Snorkeling tends to not be from a beach but a boat so check with them about that if you are scared of deep water. Beautiful reef!

Quality of Experience
Guides, Drivers and Staff
Transport
Welcome to Taveuni
Welcome to Taveuni
Taveuni

Wow that was a small plane (but safe and fun!). The views were awesome!!!!

Quality of Experience
Guides, Drivers and Staff
Transport
Local specialist: Ruth Grau
Ruth
Ruth Grau
Local specialist in Adelaide, Australia, & Palm Springs, USA | Replied on Sep 01, 2024

I really enjoyed working with Ashley on this trip and I am so pleased that you loved everything! Thanks also for your great feedback! Anytime the South Pacific calls to you again I am here for you! I loved that you knew the feel of what you wanted the trip to be so I could match locations that suited you!

We had a wonderful time in NZ!
New Zealand | Aug 9 - Aug 18, 2024

Kimberly
Kimberly B.
Japan | Reviewed on Aug 19, 2024
Our family had a really wonderful time in New Zealand! Liz helped us build a plan with something for everyone and a good balance of activity and time to relax. All of the transportation booked for us was wonderful, especially Damian and Etson. They were friendly, super knowledgeable and really worked hard to make sure we were taken care of while we were with them. Both the All Blacks experience and Whale & Dolphin Conservation Safari and Auckland were great. Hobbiton was simply... Read more

Our family had a really wonderful time in New Zealand! Liz helped us build a plan with something for everyone and a good balance of activity and time to relax.

All of the transportation booked for us was wonderful, especially Damian and Etson. They were friendly, super knowledgeable and really worked hard to make sure we were taken care of while we were with them.

Both the All Blacks experience and Whale & Dolphin Conservation Safari and Auckland were great. Hobbiton was simply amazing and wish we could have spent even more time there. We enjoyed Te Puia as well. Queenstown was really the icing on the cake. The Rees was an incredible resort and so extremely helpful. We enjoyed all of our activities and all the food, drink and shopping the town had to offer. I am so glad we worked with KimKim to book everything; we never would have been able to manage it all on our own. It was an incredible 10 days!

Hotel Review
The Rees Hotel
Queenstown

We have been fortunate to travel a lot and stay at some amazing hotels. The Rees is now at the top of that list! The entire property is beautiful and impeccably maintained. The rooms were well appointed, with a wonderful kitchen and laundry facilities, plus plenty of detergent. Which matters when you are taking part in a lot of outdoor activities with kids! The staff was exceptional; everyone was focused on making sure our stay was great. And the shuttle into town was so convenient. I would recommend The Rees to anyone traveling to Queenstown.

Authenticity & Character
Location
Staff
Cleanliness & Comfort
Local specialist: Liz Neal
Liz
Liz Neal
Local specialist in Sydney-Auckland-Los Angeles | Replied on Aug 19, 2024

Hello Kimberly and thank you for the wonderful review.

I will definitely share it with all involved in destination. We are lucky to have great relationships with our suppliers and they take good care of our customers ! It was a pleasure to work with your family and looking forward to helping in another adventure in the future. Really, call me anytime!

Thank you again!
Liz

A good holiday with some major challenges
New Zealand | Jun 30 - Jul 7, 2024

K
Karin B.
South Africa | Reviewed on Jul 17, 2024
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...
Read more

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
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
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
Welcome to Rotorua
Rotorua
Quality of Experience
Guides, Drivers and Staff
Mitai Cultural Experience & Dinner
Mitai Cultural Experience & Dinner
Rotorua
Quality of Experience
Food
Guides, Drivers and Staff
Transport
The Hell's Gate Experience
The Hell's Gate Experience
Rotorua
Quality of Experience
Guides, Drivers and Staff
Transport
Twilight Glow Worm Kayak Experience - 3 hour guided
Twilight Glow Worm Kayak Experience - 3 hour guided
Rotorua
Quality of Experience
Guides, Drivers and Staff
The guides were extremely friendly and helpful.
Transport
Local specialist: Paula Adams
Paula
Paula Adams
Local specialist in California and Australia | Replied on Jul 20, 2024
Dear Karin, Thank you for your detailed feedback. I'm glad to hear that you had a generally positive experience and appreciated the responsiveness and helpfulness of our team. However, I regret the issues you encountered and any inconvenience they caused. Regarding the room miscommunication, I understand how this unexpected cost impacted your budget. Initially, we reserved and charged for one room based on our understanding of your request, but when it became clear that you needed two... Read more

Dear Karin,

Thank you for your detailed feedback. I'm glad to hear that you had a generally positive experience and appreciated the responsiveness and helpfulness of our team. However, I regret the issues you encountered and any inconvenience they caused.

Regarding the room miscommunication, I understand how this unexpected cost impacted your budget. Initially, we reserved and charged for one room based on our understanding of your request, but when it became clear that you needed two rooms, we did our best to communicate proactively and did send an updated price that included the second room. The total cost would have been the same from the beginning had we known about the need for two rooms upfront. Additionally, the extra amount charged did not fully cover the cost of the second room, and we absorbed the remaining cost to help you.

The delay in getting your car was indeed a frustrating experience, and not something we've ever encountered before. The car company requested information they did not need, which could have been resolved with a phone call to our operations department. via the contact numbers we included in the final documents we sent you. After addressing this with the car company, they acknowledged the error in their system and offered a significant refund, enough to cover the parking fees and more.

While it is generally understood that parking and tolls need to be paid directly, I see how specific information could have been helpful. This is the first time in 20 years that we've received such feedback, and I appreciate the opportunity to improve our communication on this matter.

Regarding the breakdown of costs and discounts, we did provide a detailed breakdown of the additional discounts secured, totaling $454, explained tour by tour. We aim to be transparent about the value of your trip and will continue provide clarity in our pricing and discount disclosures.

In terms of communication, we exchanged hundreds of messages over the 6 months we worked together to ensure we helped address every question you had—we also wanted to go the extra mile for you by sending pictures of your temporary driver's license and international license to the car company to ensure there would be no issues with the car pickup. Our goal is always to provide comprehensive support, and we believe we did everything possible to help you have a good trip.

Thank you for recognizing Liz's efforts and the overall responsiveness of our team as well! Your feedback highlights areas where we can improve, and we'll work diligently to enhance the quality and substance of our service as always. Thank you for your understanding and patience.

Regards,
Paula