Booked a 9:30pm time slot around three weeks before arriving. I've seen some reviews already about customer service and I will vouch now, the service was excellent for us. From the time of booking, I received very clear details about my booking and how to get to the location. So of people just read instructions clearly, they won't have an issue finding this place, yet in some reviews, it appears some people have no navigational skills.
We arrived about 20 minutes early and greeted at the door by a friendly staff member, we were then escorted down stairs to our room and explained the whole process. No issues here.
I opted for the candle package for an extra $20. On the Onsen website, they explained this package as "The most amazing thing you'll do together during your stay in Queenstown! Surround yourself with the warm glow of candles and be hypnotised as the night sky wheels past slowly overhead".
Well let me tell you, there was no warm glow in these candles as they were all battery operated! I understand there maybe health a safety rules surrounding this, but really? $20 for one of your staff members to flick an on switch on around 25 battery operated candles? There was nothing romantic about this at all. Happy to pay an extra $5-$10 for something like this, but not $20. I'd want the real thing for that much!
All in a all, it was a nice experience, no complaints about the water, appeared clean. Facilities were clean and water temp was just right. Was a nice clear night and nice view of the mountains and stars in the sky. Something I'd only do once.
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