To explain that a little more, we had been on the Highland Paradise Tour a couple night's previous. It was after Pa's hike so we were already a bit on the exhausted side ("a bit" was putting it mildly). We just went with the flow. There was some confusion on our tickets (which were comped by the Palm Grove) and then our tour was cut short to stand in line for a wedding party. Then there was a shortage of food and liquid refreshment (unless you wanted to stand in a really long line) and it was just run with a wee-bit of chaos.
In all honesty, we were too numb to care. It was a free dinner.
Until the next morning when we got a call from reception at the Palm Grove asking about our experience. Apparently another group had complained about the experience (hence, our German friends) and Betsy knew we would lay it out in all honesty. It was out of the blue and we're really not complainers so we just stated a couple of the fore-mentioned facts.
And got ourselves invited back that afternoon.
The owner/Managing Director, Teuira Pirangi, met us and asked us what they could have done to make the experience better. Being owners of small businesses and customer service reps ourselves, we gave her some feedback. The fact that she opened herself to criticism said something huge in the first place!
From there she offered a full fledged look around. We had free run of the place. With three Nikon D300 cameras with empty SD cards, we all took off in a different direction.