Visite privée de la tortue de Rarotonga

Kia Orana, Thank you for taking the time to provide such detailed feedback. We’re genuinely disappointed to hear that your private tour did not meet your expectations, particularly given the level of service we expect our private guests to receive. We would like to clarify that our turtle experience is intentionally a shore-entry snorkeling tour rather than a boat tour. Avaavaroa Passage is a natural ocean environment, and access can involve walking across the shallow lagoon and reef depending on the tide. However, your feedback makes it clear that we need to ensure this is communicated more prominently before guests book, particularly for anyone with medical, mobility or personal-item requirements. We are also concerned by your comments regarding the welcome and communication from the guides. Regardless of a team member’s age, every guest should receive a professional introduction, clear safety briefing and attentive service. A private tour should provide particularly close attention, and we will be addressing this feedback directly with our team. Regarding the currents, conditions at Avaavaroa can change throughout the day. Our guides’ responsibility is to keep guests together and respond when conditions require it. Using the paddleboard to assist you back was an appropriate safety measure. However, we understand that having to concentrate on the current meant the experience was not the relaxed private snorkel you had expected. We also take your comments regarding your Type 1 diabetes seriously. Had our team been aware that you needed immediate access to essential medical equipment, this should have been discussed with you before entering the water so an appropriate plan could be made. Finally, our underwater photography is complimentary and is not guaranteed, as the guides’ first responsibility is guest safety and we photograph wildlife only when it can be done without disturbing the turtles. That said, if you were specifically told your photographs would be available within a few days, we understand why you expected to receive them and why the delay has been frustrating. You have raised several useful points about the overall private-tour experience — including the initial welcome, pre-tour information, refreshments, communication and the level of service after returning to shore. We are reviewing these areas with our team. We’re pleased you were able to see several rays and beautiful turtles, but we recognise from your review that the overall experience did not meet the standard you expected from a NZ$620 private tour. Thank you for giving us the opportunity to learn from your experience and improve. Kia manuia, Snorkel Cook Islands

Thank you!! We’re so happy you enjoyed the turtles and the whole experience, even with the clouds hanging around. Your words about the team and the respect for the ocean really mean a lot. Much love to the MacDonald Whanau! 🐢🩵

We’re sorry to hear that you left disappointed, as this doesn’t sound like the experience we aim to provide for our guests. Our team is usually very hands-on in the water, with guides positioned throughout the group to help with safety, directions, and support when needed. We also don’t use boats or sea scooters during our tours, as protecting the reef and marine life is very important to us. All of our tours are swim-based and eco-friendly. We also noticed this review was left under our private tour listing, however we’re unable to find your name in our private tour guest records, so at the moment we’re not fully sure if you joined one of our tours. Regarding refunds, we do have our cancellation and refund policy clearly stated in our FAQs and booking terms. If you did join us, please reach out directly so we can properly look into this and address your concerns.

Thank you so much for celebrating such a special milestone with us! It’s wonderful to hear you had a fantastic 70th birthday surrounded by family and friends. We’re so glad you enjoyed your stay at Moana Villa and that the weather and setting made it even more memorable. Wishing you many more beautiful celebrations ahead! 🎉

Thank you Kim! 🤿 We’re so glad you enjoyed the family vibe and had the chance to see lots of turtles. 🐢 We hope the photos help keep those memories alive, and we’d love to welcome you back for another unforgettable adventure soon! 🌊

Thank you for your review! 🤿🐢 We’re glad you had a blast and captured some great memories. Can’t wait to have you back for more adventure fun soon!

Vielen Dank für Ihre Bewertung! 🤿 Wir freuen uns sehr, dass Sie das Erlebnis mit Charlotte und Josh so genossen haben und viele Schildkröten beobachten konnten. 🐢 Schön, dass Ihnen die private Tour Ruhe und Zeit zum Entdecken bot. Wir würden uns freuen, Sie bald wieder bei uns willkommen zu heißen! 🌊

Thank you for your kind words! 🤿 It’s wonderful to hear your family enjoyed the tour, felt safe, and appreciated the friendly, genuine approach of our team. We’d love to welcome you back for more unforgettable experiences soon!

Thank you for sharing your experience! 🤿 We’re thrilled you enjoyed the tour and felt welcomed by the team. Your kind words about our hospitality and care mean a lot, and we’re so glad the day left you with lasting memories. 🌊

Es ist fantastisch zu hören, dass ihr ein so magisches Erlebnis hattet! 🤿 Wir freuen uns, dass Charlotte euren Tag so besonders gemacht hat und die Begegnung mit den Schildkröten unvergesslich war.