Not enough time at Hell's Gate in the actual springs/baths. Although the tour was informative and interesting it didn't leave us with enough time to enjoy the springs and baths. Also, the driver wasn't aware of ongoing road construction so we were delayed over an hour and half causing everything else we were supposed to do to be rushed. There was little communication between us and the driver about the plan once the construction delays happened. Some of this construction had been going on for a while so the tour company should have been aware of it and warned us as well as made alternative plans to avoid it if possible or at least communicated it to us in advance. Had I not reached out during the drive to corporate we wouldn't have known anything at all.
Hi Heidi, Thank you for your feedback—we truly appreciate you taking the time to share your experience. We are aware of the ongoing roadworks, as we travel to Rotorua daily. However, on that particular day, an unexpected issue occurred further down the route, approximately 10 km ahead, causing a significant delay. We completely understand how frustrating this must have been, and this is why we personally reached out to reassure you and provide updates. During this time, our team was actively communicating with the New Zealand Transport Authority to assess the situation and explore alternative routes. While we were working to find solutions, we also received multiple messages through the Viator platform. As our driver was seeking backend assistance to navigate the delay, these messages made it more challenging to coordinate efficiently. Despite the difficulties, we made a special diversion to ensure you arrived at Hell’s Gate before 10:30 AM, prioritizing your experience while balancing the needs of the rest of the group. Regarding your time at Hell’s Gate, the itinerary included the full allocated duration for the guided tour, mud spa, and hot pools. We also coordinated with Hell’s Gate staff to arrange a special guide who ensured you seamlessly joined the ongoing tour. The time recommended for the pools is set by Hell’s Gate for health and safety reasons, as the sulphur-rich waters require limited exposure. As this was a group tour, we had to adhere to the scheduled itinerary to accommodate all travelers while complying with New Zealand’s driving regulations, which restrict the total working hours of our drivers. If you were looking for a more flexible schedule with extended time at Hell’s Gate, a private tour would have been the better option, allowing for a fully customized experience. We value your feedback and will continue striving to improve our communication and planning. Our goal is always to provide an enjoyable and seamless experience for all our guests. Regards, ENZOY TOURS
