Guides were amazing, but they should reconsider their front desk staff - choose another company
Today I did the half-day canyoning trip as well as the via ferrata climbing. While the guides were spectacular and the trip itself was fabulous, the front desk staff were the exact opposite and left me with a horrible taste in my mouth about this company. I spent well over $300 on the two tours, and added on a GoPro rental (which was for both tours) to capture amazing video footage of my once in a lifetime adventure. Well, the staff (Eve, or so that's what she told me when I asked her for her name - lighter hair, freckles, American - so am I, so there's no bias when I say that) gave me the rented GoPro for the canyoning trip and I didn't know until we had already left and were at the destination that it had a DEAD battery and none of the guides could get it to turn on so they confirmed that - how did she not check that it was charged? When I returned to the office after the tour I shared my disappoint in the lack of footage, as I do not plan to pay and do the tour again so I will never have those memories on film. Well, Eve gave me a refund for the GoPro (40 NZD) but not the SD card (25 NZD) that had no footage on it... thanks., that's helpful to have. Then, when I went to use it during the climbing tour, not even halfway through it said the SD card was full (even when turning off when I didn't want certain footage) ... when she never told me how much memory or amount of hours available. Again, I didn't even get to capture what I wanted out of the SECOND tour. I went back to the office disappointed once again. This is where things got extremely unprofessional. Eve tells me that the GoPro was set to burst mode (never set it to that) and that I had photos after all - well Eve, none of which I purposely took. I wanted a video, the purpose of my rental. She would not even give me the stills that the guides took for free to fix the situation. Poor customer service - no remorse, no remedy, no responsibility. Too bad so sad is what I got. Not what I deserve after flying halfway around the world and all of the 6 companies and tours I already went on were absolutely fabulous and gave me none of these issues. There are SO many other tours like this all over Queenstown - save yourself the disappointment and the lack of respect they will give you and book with ANYONE else. read more