Questions about our tours
Where do we stay each night?
We understand the importance of a good night’s rest after an exciting day discovering the great New Zealand countryside, and that’s why we’ve personally handpicked all of our accommodation. We stay in four star accommodation wherever available – with all the facilities you would expect and private en suite bathrooms.
Do the hotels have internet access?
Never fear – you won’t ever be disconnected when you travel with us. Most of the hotels we stay in offer you a Wifi connection in your room – for free. However, keep in mind that internet might sometimes be limited by a data cap. In some of the more remote areas we visit, such as the South Island’s West Coast, you may experience slow internet speeds.
If all you want to do while on tour is check email and do some light browsing you will be fine. If you have an essential need to do something online during your trip, ask your guide in advance and they will help you get connected.
Where do we eat? What meals are included?
We pride ourselves on the standard of food provided. A main point of difference is that all meals are included, breakfast, lunch and dinner each day. You’ll love wining and dining with the locals in private homes and lodges in unique locations – a great opportunity to meet the locals as well as enjoy a delicious meal. Please refer to the specific tour you have selected to see more about the meals included in your tour.
What kind of vehicle will I be on?
You will relax in comfort on mid-sized, modern, turbo-diesel coaches, the oldest coach was built in 2014. You’ll enjoy comfort on the road with climate control, customised interiors, reclining seats and lap belts.
The great thing about these compact coaches is that we will be able to take you to places off the beaten track where the larger coaches can’t go – such as the Okarito Lagoon or the back road to Waitangi.
When it comes to storing your luggage, we have a trailer or a purpose-built luggage compartment. There is also enough room inside the coach for you to bring along a day bag with the essentials that you need on board.
Although there are no toilets on the coach itself, we will be stopping at least every couple of hours.
How do the seating arrangements in the coach work?
We know that you want to get a chance to see the beautiful New Zealand countryside from all of the different seating positions, so we have a seat rotation policy on our tours. We can’t guarantee seats close to the front but we will all take turns which is fair to everyone.
If you tend to suffer from motion sickness while on the road, we recommend bringing your medication for this and choosing a seat near the centre of the bus where there is less movement.
What about safety on tour?
We are a Qualmark Approved Visitor Service. This means we are independently reviewed each year and found to have the required systems and policies for a safe and enjoyable holiday in New Zealand. We are a member of the Bus and Coach Association of New Zealand and adhere to best industry practice as recommended by this association. Our vehicles are maintained to the highest possible standard and in line with recommendations from the Bus and Coach Association. Our vehicles are equipped with seatbelts (compulsory to wear), a medical kit, fire extinguisher and emergency exits. Our Health and Safety policy is reviewed annually with all employees having input in order to ensure MoaTours is operating as safely as possible. All of our Kiwi Guides have completed a certificate in basic first-aid training and are experienced in the operation of our vehicles and undergo a thorough Health and Safety induction prior to commencing work, and all are members of ProGuides New Zealand, the Association for professional tour guides and drivers-guides in New Zealand. All our guests are briefed in Health and Safety issues by the Kiwi Guide on the first day of their tour.
To see more about our safe tour operating procedures please read this page on our website.
What is included in the tours?
Your tour is fully inclusive of all your domestic air or land travel, accommodation, meals, activities and entrance fees plus the care and attention of your Kiwi Guide for the entire trip. For specific inclusions on each tour, check the “What’s Included” tab on the tour page.
Where do our tours start and finish?
Our tours start in Auckland, the “City of Sails”, our home town. If you live in Auckland then it’s super easy, you’ll start and finish close to home. If you live in another part of New Zealand, or overseas, then let us know and we’ll find the best solution for you. We regularly have people joining our tours from Australia and further afield so it’s not a problem.
How often do we stop when we're on the road?
There are so many exciting things to see on the road in New Zealand, so we will be stopping on a regular basis. Generally, we will stop at least every two or three hours and you will have a chance to use the toilet, grab a cup of coffee and take some gorgeous photos.
Where do I meet my tour guide?
From September 2022 we are no longer offering a courtesy pick up and drop off in Auckland.
Our North Island tours depart from our new tour hub at Central Park, 666 Great South Road, Ellerslie, Auckland.
Find out all about this new location by clicking here
Our Aotea Great Barrier and South Island tours still depart from Auckland Airport and our teams will be on hand to assist with check in.
Questions about booking, payments and conditions
How do I book and pay for my tour?
Ready to book your adventure? You can arrange your travel over the phone via our toll free number, just give us a call at 0800 662 462 in New Zealand and 1800 449 596 in Australia. You can also send us an email at info@moatours.co.nz or through this form on our website. To confirm your reservation, you’ll need to pay a 20% deposit per person to hold your spot.
The rest of the payment will be due 60 days before your tour begins and we will send a final invoice to remind you.
We can accept your deposit payment by bank transfer or credit card with no fees (Mastercard or Visa), depending on which is more convenient for you. If you choose to pay by credit card we will take your details over the phone or you can input them into our secure website. A two percent surcharge is added to credit card payments for all balance of fare payments. It is also possible to make your payment (without fees) by using a bank transfer via your online banking.
What are the booking terms and conditions?
What happens if I have to cancel?
Cancellation charges do apply so it is essential you have travel insurance in case you need to cancel for whatever reason.
Cancellation policy
Cancellation fees depend on when MoaTours receives notification of a cancellation:
The 20% deposit is not refundable or transferable.
Bookings cancelled between 59 days and 45 days 50% of tour cost.
Bookings cancelled between 44 days and 31 days 75% of tour cost.
Bookings cancelled within 30 days or less of tour departure 100% of tour cost.
No refunds will be made after travel has commenced.
Do I need a travel insurance?
Yes, we strongly recommend that all New Zealander travelling domestically are covered by a comprehensive cancellation travel insurance plan. Insurance is necessary to protect your tour payment in case you were forced to cancel due to illness, or if your travel was interrupted for some unforeseen reason. Tour cancellations received will be charged according to our terms and conditions.
You can read more about travel insurance in our article here.
How far in advance should I book?
Our popular trips such as Wanaka Warbirds and the World of WearableArt Awards Show tour get fully booked every year, so if you want to make sure that you get a spot we would recommend booking well in advance. As our tours are small groups, they can fill up quite quickly, especially since many of our travellers book 6-9 months in advance.
Are departures for the tours guaranteed?
Yes. Once your booking is confirmed, you can be reassured that the tour will go ahead. The tour is 100% guaranteed, which will give you the security you need.
Questions about our groups and people on our tours
How many people will be on my tour?
The maximum amount of people you will have on any tour is 18, but most of our tours will have between 16 -18 people (plus your guide). These small groups are ideal because they allow us to travel off the beaten path and visit quirky little spots all over New Zealand that the big tour buses don’t stop at. Also, you’ll have plenty of chances to get to know your fellow travel mates and make new friends.
How old are people on our tours?
Most people on our tour are retired folks living in New Zealand or Australia, people in their 60s, 70s and even 80s enjoy our small group escapes with many coming back year after year for more. Because each group is small in number, we tailor our tour itinerary to the interests and tastes of each individual group.
What level of mobility is required?
You will enjoy our tours if you have good health and mobility. It’s important for Health & Safety reasons that you can use the steps to get on and off our coach with minimal or no assistance. All our tours require a certain amount of walking and you need to be comfortable walking on uneven ground and be able to walk at least 100 metres unassisted. We strongly recommend bringing a walking stick or a hiking style walking pole for extra stability and to help prevent tripping.
Our Kiwi Guides are not able to provide individual support so if you need assistance of any type it’s important you are accompanied by a friend or family member or a travelling companion provided by an assistance company. For Health & Safety reasons we are not able to cater for walking frames, mobility scooters, wheelchairs or crutches on our tours. If you have any concerns, please call our office team, we are happy to answer your queries.
Do many single travellers join your tours?
Our tours are a mixture of singles, couples and those travelling with friends so travelling solo are no problem at all. Our tours are small and friendly – all managed by your Kiwi Guide so you will feel part of the group in no time.
Who will the guide be?
Your “Kiwi Guide” is a local expert and is there to help with anything you need along the journey. Our guides love to show you the highlights of their home country. Each guide is highly trained and experienced in first aid, tour driving and hospitality. They’re a lot of fun too and will entertain you with intriguing stories and facts along the way. You can get to know more about the Kiwi Guides here.
Do you accept children on your tours?
Questions about getting ready for your tour, what to bring
What should I pack?
Smart, casual clothes are practical for most occasions.
Pack clothes that you can wear in layers as the temperature can vary widely, particularly in the South Island even in the summer months.
Always bring sunglasses, sunscreen and a hat.
Don’t forget comfortable walking shoes and a waterproof jacket for short walks and boat trips.
As we often visit gardens and other areas where underfoot conditions are variable we strongly recommend bringing a walking stick/hiking pole for additional safety.
We are always on hand to answer any questions you may have while packing – just give us a call.
How much luggage can I bring?
Our coaches are mid-sized, which is an advantage as it allows us to visit more remote and interesting places. However, it means that you will need to pack light! Please limit your luggage to one medium-sized suitcase with a maximum weight of 23 kg (50 lbs). We will store your large bag in the luggage compartment which will not be accessible during the day, but you can bring a day bag or backpack on the coach with your essentials (such as sun hat, sunscreen, camera, purse, wallet, etc).
Questions about MoaTours
Who is MoaTours?
We are MoaTours, a unique and creative tour company based in Auckland – aka the “City of Sails.” We are a family business, founded in 1971 by Ena Hutchinson – who is still involved today designing the tours with lots of help from the other members of the MoaTours team. You can learn about the history of the company here or meet our team.
Where is the MoaTours office?
In August 2022 we moved to our new central hub for pick ups and drop offs.
This is Central Park, Great South Rd, Ellerslie, Auckland
What about sustainability?
We support the Whangarei Native Bird Recovery Centre. Every guest that travels with us we directly contributes to the rescue and rehabilitation of injured native birds.
We are a Qualmark Approved Visitor Service. This means MoaTours has been independently reviewed and deemed to operate in an ethical, professional and environmentally sustainable way.
Wherever possible, we select hotels and other operators that are also Qualmark-approved and therefore deemed to operate in an ethical, professional and environmentally sustainable way.
We are committed to operating environmentally sustainable tours. By nature, small-group touring using one vehicle to transport multiple clients is more environmentally friendly than usual modes of travel including, rental car or campervan. We have monitoring systems in place to ensure our vehicles are serviced and driven in line with manufacturer’s guidelines, making the running of our fleet as efficient as possible.
We have official accreditation to operate on Department of Conservation land which demonstrates our commitment to the environment and sustainability.
