Customer service (by Mary and Marie) were excellent from start to end, be it it terms of enquiring about accomm or refunding or activities.
The guide (Summer) was extremely helpful, often going to extra mile to lend a special touch (arranging for Christmas dinner & decorations).
Highly recommended to read description of details of the various add-ons. E.g., the LoTR 4-wheel drive half-day drove to Glenorchy, which had spectacular views, is an add-on; a coach-cruise-coach to Milford Sound is a full day (about 9-9), etc.
Similarly for accommodations, be aware and adjust your expectations accordingly. However, all the places I stayed in were clean.
If you plan to do weather-dependent activities (e.g., heli-hikes), plan for wet/adverse weather activities is not a bad idea.