My sister and I did the Black Labyrinth tour and w...

My sister and I did the Black Labyrinth tour and we actually had a very good time despite the caves being extremely cold. The guides did a good job being engaging and enthusiastic about the experience.

I'm only giving 2 stars because Blackwater Rafting does not allow you to bring cameras or cell phones on the tour, for "safety reasons" according to their website. Instead, the guides take plenty of photos and then the company makes them available to you for purchase later. A good business model to generate a lot of extra side revenue.

The disappointing part is that the company lost our group's photos immediately after the tour ended (seriously, immediately). So we now have no record of the event that we paid so much money to enjoy.

To add insult to injury, the company said they would follow up when they had found the photos, but never did. Instead, after several days, I had to email them to inquire again. A company representative responded that our pictures were still lost, but instead (as if this was adequate consolation) cheerfully included copies of the promotional photos of complete strangers from their website.

It's fine that the photos would have cost extra, but what is not fine is terrible customer service when people are legitimately disappointed to have no record of the adventure they had in the Waitomo Caves. Not even a token offer of a partial refund or voucher for a return visit was extended.

It was fun that day, but this disappointment and frustration has distinctly soured the experience. I wouldn't recommend this company or these tours to anyone.