We had a disappointing experience with Rotorua Retreats. They emailed us we just arrived in Rotorua (3 hours after scheduled check in) saying there was a water issue and the property was unavailable. They offered us a temporary replacement property that was way out of town and wasn’t suitable for our holiday. After negotiating with them they made another property available in town which was suitable (not sure why this wasn’t offered in the first place) They said they will repair the issue and hope to get us in as soon as possible. During the next day we continued with our holiday schedule, they had informed us they would call us at midday for an update. They didn’t call. I called them at approx 12:30 and they said they will call me at 2pm for an update. I didn’t hear from them and called them at 2:30pm when they said they should have the property ready late that afternoon for check in. To their credit they did refund the first night, they did have a replacement property available, and once we got into the property it was amazing, but overall it was a frustrating experience.