❌ **Premium in price only
❌ **Premium in price only – disappointing service and safety issues**
I booked the **NZ Highlights – Premium** tour with Wild Kiwi Tours (10,545 NZD, two weeks), expecting a high-quality, well-managed premium experience. Unfortunately, the tour delivered falls **significantly below what is marketed and paid for**.
**Guiding and added value**
The guide functioned largely as a driver, with very limited interpretation or contextual information about New Zealand’s history, culture, landscapes, or destinations. On several occasions, guests were encouraged to look up information online themselves. When activities were cancelled, there were no meaningful alternatives, resulting in entire days with little or no added value.
**Safety concerns**
This was the most serious issue. Several seatbelts in the vehicle did not function correctly, including the one I was using. These concerns were raised by multiple participants and persisted during the tour. This is unacceptable in any guided trip, and especially in a product sold as premium.
**Vehicle and comfort**
The van was uncomfortable and clearly not premium, with worn elements and worrying noises when braking.
**Accommodation and logistics**
Most accommodations were standard category at best, with very small rooms, poor locations (noise from parking or waste collection areas), and in one case no hot water. Several hotels had no elevators. Guests were required to load and unload luggage daily and to help carry bags upstairs, including assisting older participants.
**Customer service and response to complaints**
Issues were formally raised during the tour, but responses were slow and defensive, with no clear corrective actions or compensation offered. The company attempted to justify shortcomings by redefining what “premium” means according to “local standards,” despite marketing the tour internationally as *Premium* and never describing it as a 3–4 star product on their website.
**Conclusion**
This tour does not meet premium standards in terms of service, safety, comfort, or customer care. Multiple participants expressed similar dissatisfaction. New Zealand is an incredible destination, but this tour does not justify its premium price, and I would not recommend it.
