Overall, it was not value for money and the customer service was average. We lashed out and stayed 2 nights in an over-water bungalow on the resort in June 2015 which was nice, but for NZ $2,000 it did not meet our expectations. There was no welcome fruit bowl like the video in our room showed, it wouldn't have taken much to provide fruit, a bottle of wine or even a free 30 minute voucher for the spa which runs all day for what you spend on the room. There was no mini-bar, although the shop sells spirits and bottles of wine and snacks, and no filtered coffee which is standard at another resort. The ladder into the water was slippery and covered with slime and the deckchairs not as good quality as those on the beach, or at the other resort. The room was nice, but it is the view that makes the bungalow stunning. We felt we were putting people out with a simple request, such as ordering eggs from the other menu not provided automatically at breakfast, as we didn't want to spend $45 each on the breakfast daily. The first day we ordered one item off the breakfast menu and were charged $90 which took awhile and a supervisor to sort out. The resort was half full and they ran out of beach towels by 11am on one day, and we observed one girl in the activities hut being rude to guests. While the room package encourages you to notify the manager of complaints, it is difficult to do so without a phone or free wifi. It was overcast and rainy throughout the day so we kayaked and swam as the weather is outside everyone's control, but it is definitely not value for money when rainy. We will not stay here again, and intend to return and stay at the self-contained units on Aitutaki that overlook the resort at a lot lower cost and go to Koru Cafe for breakfast and lunch and Boatshed Bar and Grill for dinner.
The resort has a great location for good weather, it is on the lagoon which makes it a 5 star resort, although it is a 3 star resort in terms of facilities and customer service. It is walking distance from the barge to the best cafe on Aitutaki and a good restaurant for dinner. It was great to have kayaks, snorkeling gear and reef boots to use, showers for those flying out late in the day and daily activities which we attended. Pauline and Kristen showed excellent customer service, going above and beyond. The scenery on the lagoon is stunning although it is not value for money when overcast and rainy which it was for our 2 nights in June 2015.