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Train trip was good. Bad experience with the booking company though. I purchased a return trip voucher through Groupon. 2 weeks before the journey, I was called by the Greymouth I-Site to confirm the trip. I travelled to Greymouth on Saturday. I turned up at the I-Site on Sunday for the return trip. When I went to check in, the person working didn't even look at me and just said "there's no train today". I went on to explain that I-site had made the booking. I asked what they were going to do about it and the person stuck their head out the door, pointed to the road, and said "a coach will arrive soon". unbelievable.!? My partner and I then hired a car at our own expense (The Avis site was incredibly helpful and understanding). When i went to follow the situation up, i was offered a measly discount that didn't even meet what the single leg of the journey was worth. When trying to talk through the compensation and understand how the I-Site believed this to be fair, I was replied to with smoke and mirrors and no answers to the specific questions i was asking. They had the audacity to suggest taking the event to the small claims court - as if that would happen with me living on the opposite coast... Eventually, the I-Site (I was speaking with the director at this point) just stopped responding to me and the questions i was asking. It was made clear through e-mail with evidence that they had not looked after the customer properly. Even so, they were unwilling to do the right thing and rectify the situation. Be careful making your booking - As a paying customer, I was made to feel like a nuisance. Happy to share the e-mail train should anyone want the evidence.…
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Date of experience: July 2020
Helpful
We spent a wonderful day with Bob who showed us some great spots on the west coast, including the Tree Top walk, Hokitika Gorge, Punakaiki rocks, Truman Track and beach. He kept us informed and entertained with a commentary based on his life time on the coast. Thanks for a great day Bob.…
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Date of experience: October 2020
Helpful
Kelly is wonderful! After purchasing a Grab One deal I worked with Kelly to.book our trip to Lake Brunner . All was well until the train got cancelled due to Covid and the fun began! Kelly was very accommodating and ensured that we had shuttles to get us to and from the lake, along with sorting out the tours for us, one of which we had to cancel due to returning earlier that expected. She arranged a credit at the hotel for us to spend on dinner which was great. We can't thank you enough for making our 37th wedding anniversary special.…
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Date of experience: September 2020
Helpful
The staff here were so friendly and helpful you couldn't ask for more. Has everything you need for a great start to your West Coast adventure!
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Date of experience: July 2020
Helpful
+1
My wife and I were on our way to Franz Joseph and stopped here. As usual this location offered all the information you may need about the surrounding area. great information available.
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Date of experience: March 2020
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