Paul T.
What a terrible company.
What a terrible company. Motorcycle tour of New Zealand. No hotel booked or booked for the wrong year. We were lucky to find accommodation ourselves. We paid for all our accommodation up front. However some of the hotels wanted us to pay. They tried to phone the company in Florida but no answer. Our insurance type was changed from full comprehensive to having to pay $2500 up front. The whole holiday was an absolute disaster. 1 if you knew anything about rental you would know that when you purchase full comprehensive insurance you do not have to leave a damage deposit. You did not tell us up front that we could no longer get full comprehensive insurance. I do not know what reviews you are looking at but they are certainly not mine. You also failed to mention or apologize that you forgot to book hotels, and also book hotels on the wrong date. You and your company are all about one thing the $, nothing else matters. PLEASE READ THE TOTALLY ONE SIDED TERMS AND CONDITIONS BEFORE YOU DO BUSINESS WITH THIS COMPANY.
Response from pohutukawatours.comJun 20, 2023
Hello Paul, The team here is confused with your review. Based on your comments in your reviews on your Google review site, of various hotels, restaurants and our motorcycle rental partner in New Zealand where you gave 4 & 5 star / positive reviews; you said you had a great time and would be back again and also rent from our motorcycle rental partner. Therefore, we’re not clear on your comment “The whole holiday was an absolute disaster.” As explained to you at the time of booking, the motorcycle you selected from category C was not available; however, you were given a motorcycle from category B (a higher category) at the Cat. C rate. Due to all rental motorcycles within our network in NZ being fully booked, it was extremely lucky to find an available motorcycle. We were happy to hold the price for you. Regarding the full comprehensive insurance, the motorcycle you rented was covered under “Full Comprehensive Insurance” with a $2,500 bond/insurance excess – Our rental partner offered to show you the insurance policy; however, you declined to look at it. The $2,500 bond is normal practice. In fact, this is less than other rental companies in NZ. As explained before you arrived in NZ the bond is secured against your credit card in the event that the motorcycle is damaged. In your case the bond was never secured against your card as you picked up the motorcycle in Auckland, and we had no way of take a preauthorization for your card; therefore, you were not charged for the bond. Please note, it is standard practice; worldwide for vehicle rental companies to secure your credit card details against any damages. During discussions with you regarding the insurance and bond coverage, we did offer to allow you to cancel with a fully refund, despite being within our cancellation period. You declined our offer. A waiver is normal practice when undertaking tours that do have a risk factor, i.e. motorcycle touring. However, I’m not clear on your comments regarding Florida as we are not based in Florida. These issues/concerns could have been resolved well before the point of no return for you & us, however you didn’t provide the pre-tour information we repeatedly requested, and in fact we made an exception to our 30 day payment deadline for you (as you had not paid for the tour at that time) to make it possible for you to enjoy the tour. Based on your other reviews, we’re glad to know that you would go back to NZ as it is a great place to tour/ride.