The service was poor and uncoordinated. We took the 8:30 am package. The website told us to reach 5 mins earlier (i.e. 8.25 am) which we did. But due to a “road work”, some of the staff were late to report to work and we were told there would be a 10-min delay. The lady told us that everything would be pushed back by 10 mins. We had no issue about this though I did experience the road work driving to the venue and noted that it was nothing at all. It was 8 am and minimal traffic. The road work was very short. We spent the extra time at the souvenir area but no staff came to tell us that they were ready to check us in. We had to approach the reception ourselves. The young lady in glasses told us that the cruise ship would leave exactly at 10.25 am. No pushing back. After the check in, we started the hike at 9 am and rushed through the first few check points as we wanted to make it for the 10.25 am cruise. When we realised that we could be late, we stopped at Bus Stop 2 to take the 10.15 am bus to the lake. (The bus would reach the lake at 10.20 am in time for us to catch the 10.25 am cruise.) We were at Bus Stop 2 at 10.10 am and waited for close to 20 mins. As there was no bus, i called +64 7 366 6137 and told them that there was no bus. Knowing that we had missed the 10.25 am cruise, my family went to visit the Warbrick terrace. On our way back to bus stop 2, we saw the bus going in the opposite direction. The bus driver lady claimed that she was at the bus stop, saw nobody and drove on. This was clearly not true. Why would I make a phone call and write reviews just to pick a fight over the bus timing? We are simply upset with the service. To make matters worse, while waiting for the 11.25 am cruise, we saw that the 10.25 am cruise had only one passenger. We should have been on that cruise! And the 11.25 am cruise was packed and only left at 11.36 am. This was because they needed to wait for a tour group.
Advice to all future travellers: Don’t pick the 8.30 am package. The staff need some time to get their system going. Don’t bother with the irrelevant advisory about reaching the information centre 5 mins before your package time. It is inconsequential. And if you are not part of any tour group, expect zero service.