Hi Ashley,
As I have already spoken with you in regards to your complaint - I am going to post the exact same reply I have already given you.
I am sorry to read that you did not enjoy your day yesterday. I have spoken with your guide and he has told me he went to every place and stop on our itinerary other than cafe at lake area and Okere Trout pool and falls. Reason being cafe takes too long to take orders and do coffees for 11 people and you were short on time yesterday due to your sbip leaving at 5.30 which means we have to plan to have you back by 4.30. The foodcourt in The Mall is quickest option to feed a group of 11 at same time, as there are multiple food outlets and choices of food styles., including multiple bathrooms. The food is always very fresh as turnover is high. In regards to homeless people being there, unfortunately a sign of the times, like all countries in the world, NZ is no exception to homelessness, however The Mall is one of the safest places to be in Rotorua as they have security staff on site.
Okere Trout pool and falls and rapids, Willem opted to not stop here on your return journey to your ship because he didnt have enough time to comfortably let you all out there to wander and ensure you didnt run into traffic congestion on return drive to ship. This area is still 1 hr drive from your ship, we need min of 25 mins at Trout pool and falls area. When your guide got closer to your ship he still had 15 mins so he took you to the beach, NZ's most popular beach with its 22 kms of white sandy beach and surf. Our major concern on every tour is to not take risks that you miss your ship, so the guide has the right to amend an itinerary to ensure your guarantee to return to ship on time. In regards to vehicle, traffic incident you referred to, Willem was not aware that at any time you nearly got "T boned" as you have quoted. and I am sure he would have remembered this incident if it happened. I note you are from US so our road rules are definitely different here in NZ, and I am sure Willem would have known if any driver did anything crazy and you had a near miss. In NZ we dont give refunds unless we fail to comply with our Consumner Guarantee laws around Services, and it looks like we met all of the criteria so there is no refund due. The major component of your tour was to visit Maori Village and get up close to Geothermal activity which is where you spent most of your time. All the other stops are extras we add on for interest. Travel time from port of Tauranga to Rotorua city to see the geothermal is minimum of 1hour and 20 mins, each way, if we encounter road works we easily need to add on another 15 to 20 mins, which we have to make allowances for. Willem was very surprised to hear that you had not enjoyed the day as you had not expressed any if this to him throughout your day.
Jan