RealNZ Queenstown Visitor Centre — Attraction in South Island

I don't know how they managed to delete my comment hoping it wouldn't be seen by anyone else? Instead of being sorry. It was really infuriating and I had to post it again with my itinerary attached. "My family and I booked TSS Earnslaw to a farm tour. Because the steamship was undergoing maintenance, they replaced it with a different ship. This morning, we boarded the ship , which was incredibly small, nothing like the TSS. Plus, it was windy and rainy, and the ship was a bit bumpy, which made me seasick, so I canceled my trip, but my family continued. I went to the RealNZ Queenstown Visitor Centre to inquire about a refund. Upon entering, there were three employees, two guys and one lady. The lady was greeting visitors. I waited nearby. Just as she finished, a white woman came in and greeted her warmly. I was the first in, but she was serving the next customer. It didn't matter; I didn't mind; I wanted to be nice. The woman finished and left. At that point, there was no one else in there , just me. I approached the counter, watching the female employee waiting for me to be served. But she turned her head to the left and stared out the window for about ten seconds, then moved her head closer to her computer screen, obscuring her face and continuing to stare out the window for another ten seconds. She then stood up, walked to a nearby table, flipped through some papers, and returned to her seat. She never offered to serve me. The colleague sitting next to her seemed to be on the phone, but instead of signaling for the female employee or another colleague to serve me, she simply ignored me. I had no choice to speak up, but was told my refund wasn't possible. She said she'd check and get back to me. I asked how long it would take, but she said she didn't know. So what was the point of asking? Was she going to wait until I left New Zealand to tell me? We all knew this was probably a lie; she wouldn't ask and respond. Why didn't you just say it? Did you think it was fun to tease me in person? I didn't care if they offered a refund and understanding. I was just at the dock and came to check. But their staff was completely disappointing. From start to finish, not one of the three employees greeted me, offered to serve me, or even remind me. They left me alone to serve white customers. Is this blatant racism because I'm not white? New Zealand's scenery is truly beautiful, but these people are terrible. I won't choose this company again, and I won't be returning to New...

HORRIBLE HORRIBLE experience. I recommend booking with Southern Discoveries instead. RealNZ lacks communication skills and puts their business above customer priorities and comfort.

We booked a Milford Sound tour with RealNZ through Klook and the coach driver did not show up at the stated timeslot (6:30 am). We tried calling RealNZ and emailing them but they did not respond until 7am when the bus has left town. RealNZ operator (Mel) claimed to have contacted us but we did receive any call from her (we have call records to prove). Asked them to provide the call records as proof but they were unwilling. Subsequently they offered to schedule a taxi for us to catch up to the coach, but they dropped the line and did not inform us when and where to find the taxi. When we call back again they told us the taxi was trying to find us. Ultimately we managed to find the taxi and board it but was then told that we wouldn’t be able to catch up to the coach anymore and that it was our fault. We were shell shocked as the operator did not even inform us where and when the taxi is initially and now is blaming us for now showing up on time. In the end we had to pay for our taxi back to our holiday park, without visiting Milford Sound. The final straw was when we asked for a refund for both the tour and taxi. RealNZ operator told us that they cannot refund us the taxi but can do so for the tour, given that they already incurred loss of revenue for not being able to sell our seats (their customer service really has no empathy or EQ at all, talking about business PnL to tourists on a holiday). We then proceeded to raise a refund through Klook, and Klook informed us that RealNZ is not willing to refund even our tour saying it’s our fault. We were really infuriated that RealNZ does not honour their words as a business. Ultimately, after several rounds of negotiations, providing call records and evidence that we were punctual at the pickup point, we decided to step away and be a better man, without any refund. RealNZ really needs to improve on their communication and staff training in handling situations like this. RealNZ may rebut this review with a political answer, but ultimately you will notice they have no proof to show.

Photos from SOUTHERN DISCOVERIES. Book with them! With booked through southern discoveries the next day and had an amazing tour with no hiccups. I give credit where...

My recent experience at the RealNZ Tourist Centre was nothing short of exceptional. From the moment I walked through the door, I was met with a warm and welcoming atmosphere, and the outstanding service made my visit truly memorable.

The staff at RealNZ went above and beyond to assist me with all my travel inquiries and needs. Their knowledge and expertise were evident as they provided me with valuable information about Queenstown and the surrounding areas. They were not only professional but also genuinely friendly, creating a pleasant and inviting environment.

The Tourist Centre's commitment to delivering excellent service was evident in the way they catered to each customer's unique needs, I can see that when I was waiting for my turn. They took the time to understand my preferences and interests, offering tailored recommendations that ensured I made the most of my time in Queenstown.

The attention to detail and the dedication of the staff were remarkable. They helped me with bookings, provided maps, and answered my questions patiently. It's clear that they take pride in representing their beautiful region and ensuring that every visitor has a positive experience.

The Tourist Centre's location is also convenient, making it an ideal starting point for anyone exploring Queenstown and its surroundings. The well-organized layout and comprehensive information available on local attractions, activities, and accommodations further added to the overall positive impression.

In conclusion, the RealNZ Tourist Centre in Queenstown offers a top-notch service that sets the standard for excellence in tourism. Their friendly and knowledgeable staff are a true asset, and their commitment to ensuring visitors have a memorable experience in Queenstown is evident in every interaction. Whether you're a first-time visitor or a repeat traveler, this Tourist Centre is a must-visit for all your tourism needs. My visit to RealNZ was a highlight of my trip to Queenstown, and I highly recommend it to others seeking a great...