I was a part of the PREMIUM NEW ZEALAND GUIDED TOUR- SOUTHERN PIONEER from December 23, 2022 to Jan 1 2023, paying $NZ 3,599. Advertised as being “created for travellers in their mid-thirties and upwards”, it was stated that “the biggest difference on a Haka Plus New Zealand small group tour is the style of accommodation. You’ll stay in trendy hotels, boutique motels, lodges, and rainforest retreats - no backpackers and no dorm rooms. Unfortunately, this certainly was not the case. We were to be provided “A Night of Glamping Under Southern Stars: Luxury camping experience on a historic farm surrounded by breathtaking scenery and enjoying high country hospitality. We were advised by email a week beforehand by Haka tours, that instead of staying at Premium accommodation at the Oasis Yurts for two nights, “Unfortunately, we have recently been informed that our main glamping accommodation provider has had to decline some of our groups due to unforeseen maintenance needs to the property. We have tried to find an alternative Glamping solution but sadly were unable to get space during this peak season with other providers. Not to worry we have got your accommodation sorted, which will fully protect you from the elements at another Wanaka location for those nights. This accommodation is closer to the centre of town and within walking distance from the lake and all restaurants and bars in town, so you can take full advantage of what the town of Wanaka has to offer during your stay.” The alternative accommodation provided was completely unacceptable. Instead of twin share accommodation in a comfortable, hygienic setting with a private bathroom, we were presented with a rooms in the YHA Backpackers hostel with unclean shared bathrooms- toothpaste had been left in the sink; odorous dorm rooms with old and worn furnishings, and wifi unavailable in the rooms. Feeling unsafe being in this unhygienic Backpackers accommodation setting with no privacy or cleanliness, we paid $450 out of our own pocket for these two nights for accommodation in Wanaka of the standard that was promised- NOT BACKPACKERS & DORM ROOMS- as stated on the website regarding Haka Plus Tours. We were promised Twin-share hotel style accommodation and this was not provided at Wanaka. As a compensation we were promised a dinner paid for by Haka Tours at the Pub on Dec 28th 2022 - not including drinks. The tour group attended this dinner at Lake Bar, Wanaka. As we had finished eating, the tour guide left with the 2 male members of the group to play pool and left the girls at the table. As everyone was leaving and settling the tabs for their own drinks, the last lady to pay for her drinks was then told that none of the starters had been paid for by the Haka Tour guide and that she would be financially responsible for this. This is unacceptable, underhanded and dishonest behaviour on behalf of the tour guide and shows a complete lack of responsibility or care for the wellbeing of the tour group participants. As stated on the Haka tours website: “ All these New Zealand escorted tours come with an experienced and knowledgeable driver guide who is extremely passionate about showing off New Zealand. In their safe hands you will be sure to fall in love with the gorgeous country that we at Haka Tours call our home.” On the whole, the behaviour of our tour group leader was very flippant and juvenile; and he seemed disorganised and disinterested in giving us information or providing tour participants an educational as well as enjoyable experience. For example, when asked if the tour group members were staying at the YHA Backpackers Hostel Accommodation at Wanaka, he refused to answer the question and said that he would talk about that issue later, constantly deferring and deflecting when asked for information. He also repeatedly used expletives when speaking, spoke about getting ‘shitfaced’ and drinking- where his favourite drinking holes were and listened to heavy metal rock music in the bus where swearing was featured constantly. There were mature ladies in their 50s and 60s as part of the tour group. Vaping was a constant activity on his part and care was not taken to avoid exposure of the tour participants to the nicotine vapours. He certainly did not present as a “Passionate and knowledgeable local Kiwi guide” as stated on the Haka tours website. We had Adventure activities booked for Christmas Day but apparently Haka Tours was unaware of the fact that none of the Adventure Activity Companies were open and available for the Public Holiday. All these activities had to be cancelled. The website boasts that “Haka Plus New Zealand group tours also feature a selection of included activities that our classic adventure tours do not: sunset boat cruises, wine tastings, suspension-bridge tree walks, and scenic bicycle experiences to name a few. Regarding our Wanaka stay, the website stated: “There are breathtaking hikes and easy bike rides for a welcome chance to relax- we were not provided with the guided bike tour of Wanaka that was advertised and indeed forced to ride in a self guided way in the middle of a very hot and sunny 35 degree day, without any flexibility with timing. A number of us were suffering from heatstroke from an unsheltered 3 hour outdoor activity that had taken part earlier in the day and had had nothing to eat before the bikes were abruptly presented to us. Being very fatigued and hungry, we would have been unable to ride in an enjoyable or relaxing way but were not offered any other opportunity to complete this activity despite being very keen to delay the bike ride to later in the day. There has been no refund offered for this. Continental breakfasts were supposedly provided as part of the tour but with a number of people with Coeliac Disease and Gluten intolerance, the breakfasts at Queenstown Blue Peaks accommodation consisted of 2 pieces of bread (non gluten-free) with 2 boxes of cereal (non gluten-free), milk, yoghurt and a serving of diced fruit in juice. There was no real attempt at Queenstown at catering for the guests who were unable to tolerate Gluten. “Comfortable and air-conditioned bus transport” was to be provided but our tour group was given a standard van with basic amenities and were told that the usual more luxurious bus for Haka Plus Tours was unavailable. We are still awaiting our refunds for the Heli Hike Tour that understandably did not go ahead at Franz Josef Glacier due to unsuitable weather conditions- $499 x 2 people that were already paid for and booked months in advance. I was very disappointed by the standard of care, consideration and planning that were shown as part of this Haka Plus Tour of New Zealand and would not recommend using this company. Sadly, this has been the worst experience of using Holiday Tours and Guides over the past decade and although understandably there have been many Covid- related difficulties in the industry, there was not enough done by the company to ensure tour participants were safe, comfortable and satisfied- especially as an experience sold as a ‘premium’ product.