It is hard to answer a review which can only be described as a litany of lies and misunderstanding
Let me address this in order - Late afternoon the day before the tour we emailed the client and explained that because of the weather forecast whitewater rafting on the 2nd day was no longer possible because of rising water levels but they could swap things around and do this on day 1. We also made the decision to move the Waitomo caves to 1st day to make they would have access to the caves as these have flooded and been closed on multiple occasions this summer.
Our driver also had a laminated itinerary with our contact number on it which she tried to give to this client - who threw it back at her.
My driver phoned me and said they do not want to go to Te Puia - do not want to do a tour which includes walking. There did seem to be clash between this client and my driver - but other passengers on this tour who were on the same overnight tour understood the changes were for their benefit and they were losing nothing. They have also verified that this client started objecting the moment they were told the order of events was changing.
The more normal order is Day 1 Hobbiton, Te Puia, Mitai Day 2 free morning - Day afternoon Waitomo Caves
The order this tour was scheduled for was as follows Day 1 Waitomo Te Puia, Mitai Day 2 free morning - Day 2 afternoon Hobbiton.
I am sorry but even this clients daughter told her to be quiet when talking to me and acknowledged they had mis-understood what was happening.
WE were doing our best to make sure all attractions would happen and to avoid missing the glow-worms because of potential flooding.
I am sorry you did not take the time to read the email sent to you while you were in your hotel with free Wifi -
I am sorry that because of this you did not understand what is happening. THere are 100's of reviews praising Rebecca so I am not sure why you and she did not communicate well with each other.
Getting upset with a company that is trying to do the best for you is truly unfair