Response from Host, Apr 2026

Thank you for your feedback. We’re glad to hear that Hell’s Gate staff were able to locate your jacket. Please note the shipping cost was quoted directly by Hell’s Gate and reflects their international postage rates. We have always found the Hell’s Gate team to be friendly and professional, and there was certainly no intent to overcharge. Regarding the sulfur and mud pools, these are natural features of the geothermal park and the strong smell is part of that environment. We do advise guests that the smell can cling to clothing and recommend bringing suitable gear. Hireage options are also available on-site, and Hell’s Gate staff provide a full orientation on arrival, including guidance on what to expect before entering the pools. We appreciate you sharing your experience.

Response from Host, Feb 2026

Kia ora and thank you for choosing Tino Pai Tours. Hells Gate is impressive so glad you thought so too. Thank you for your positive feedback I will be sure to pass it on. Delighted you enjoyed your day with us. Safe travels.

Response from Host, Jan 2026

Thank you for your feedback. We would like to provide clarification regarding the events and decisions made during your tour. You arrived at Hell’s Gate at approximately 2:00pm. Upon arrival, the driver provided a briefing advising that the planned departure from Hell’s Gate would be around 5:00pm. While the tour description allocates approximately two hours at Hell’s Gate, on this occasion we allowed closer to three hours at the site. The Hell’s Gate guides also conducted a briefing, outlining approximately one hour for the walk, around 20 minutes in the mud pools, and advising that the remaining time could be spent in the sulphur pools. At approximately 4:30pm, we received notification of deteriorating weather conditions approaching the port, along with advice that your ship would be required to disembark earlier than originally scheduled. Based on this information, I instructed all drivers that vehicles were to return to port to ensure passengers arrived safely and on time. According to the port schedule, the ship did depart earlier, and all passengers were returned to port safely only minutes before the storm began. The total time spent on the tour that day was approximately seven hours, which is consistent with the advertised 6–7 hour duration. Passenger safety is our highest priority, and we work closely with port authorities to ensure guests are returned safely and in a timely manner, particularly when weather conditions change unexpectedly.

Response from Host, Jan 2026

Kia ora Teresa, many thanks for choosing Tino Pai Tours. We will take the suggestion about lunch on board thank you. The baths are great and super relaxing so glad you enjoyed the experience. NZ has alot to offer hope you get to see more of it.