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Rotorua-based Wai Ariki Hot Springs and Spa has taken out Best Day Spa in both the Oceania and New Zealand categories at this year’s World Spa Awards, standing out in a pool of roughly 700 competitors.
But winning two titles doesn’t mean winning one prize twice, and each category was contested and judged on its own terms.
Wai Ariki general manager Debbie Robertson says, “The New Zealand category recognises Wai Ariki as a leading spa within Aotearoa, while the Oceania category places it among the leading spas across the wider area.”
And getting there meant putting the work in behind the scenes. “Wai Ariki submitted an entry for the World Spa Awards, providing information about our offering, facilities, guest experience and what makes the spa distinctive,” Debbie says. “The awards are then determined through the World Spa Awards’ voting process, with votes cast by industry professionals, media and consumers.”
Wai Ariki’s appeal is its foundation in te ao Māori, something Debbie says resonates differently depending on who’s walking through the door — but never in a way that’s confined to one type of guest.
“We have people from all different backgrounds coming through Wai Ariki. For our international guests in particular, experiencing Māori culture as the Indigenous culture of Aotearoa is a really meaningful and interesting part of their visit – they want to understand the stories, the tikanga and what makes this place different from anywhere else in the world. We see that same appreciation and deeper sense of pride from our domestic New Zealand visitors too, particularly our Māori guests.
“Creating a cultural experience definitely is an interest we see reflected in our visitors, but I wouldn’t say it’s about one particular demographic. It’s about creating an experience that is genuinely grounded in who we are and where we come from. That has a universal appeal, whether you’re Māori, from another part of Aotearoa, or visiting us from the other side of the world.” she says.
The core to that experience is the Restorative Journey, the spa’s main offering, and one Debbie has no plans to expand despite its popularity.
“The Restorative Journey has been really well received, and we’re proud of the experience we’ve created. It’s designed for 16 people at a time, and part of what makes it special is that sense of space and luxury. We wouldn’t want to lose that by trying to expand on it or put more people through within that timeframe.”
This year marks Wai Ariki’s third year in operation. “So, for now, it’s about refining our offer and letting it evolve naturally,” Debbie says
But none of that works without the people in the room which is why that authenticity extends to how staff are trained to deliver the cultural side of the experience, something Debbie is says doesn’t come down to performance.
“For us, training staff to deliver the cultural side of the experience starts with understanding that Māori culture isn’t something we put on for our guests – it’s who we are. Eighty per cent of our staff whakapapa Māori, but across the full team, we are intentional in making sure everyone understands the meaning behind what we share, so they can feel confident in telling those stories in an authentic way.
“That takes time, education and relationships. Our people are supported to understand the tikanga, the pūrākau and the reasons behind what we do, and we work closely with our cultural leadership to make sure what we’re sharing is appropriate and respectful.” she says.
Wai Ariki’s next chapter is already in motion where Pukeroa Lakefront Holdings – the Ngāti Whakaue commercial trust behind the spa is developing a five-star hotel next door as part of a wider vision for the Rotorua lakefront.
Pukeroa Lakefront Holdings chair David Tapsell says “Once the hotel is completed and operational, there will be numerous opportunities for the two to work together, including shared guest and wellness experiences,”
“Wai Ariki will continue to be a world-class wellness experience in its own right. The addition of premium accommodation next door will complement that offering and contribute to an exciting lakefront destination. Ultimately, our city’s collective objective is to give manuhiri another reason to stay longer and experience more of what Rotorua has to offer.” he says.
