"Some people [in other quarantine facilities] are getting healths checks on every second day by a nurse and receiving regular wellbeing phone checks, being asked if the food is okay, if you're feeling okay, if your mental health is okay, and getting temperatures taken.
"We got nothing. We sat here for three days waiting to hear from them. We hadn't even heard if we were going to get tested or have a regular check-up.
"It was like they didn't know we were here. They lost us."
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By day three they still hadn't had any communication or information about getting tested for Covid or received any health and well-being checks by nurses.
Fed up at a lack of communication, they had to call authorities to ask if they were going to be tested and checked over.
It was then that they were offered an apology and were swiftly sent to get tested.
But the couple says their trust in the system has gone after effectively being unaccounted for.
"I called the reception and nurses on day three. No answer. I called the New Zealand Defence Force and a nurse arrived within minutes to take our first temperature check.
"They apologised and organised for us to get a Covid-19 test straight away. But when we arrived we were told we couldn't get tested without having our consent forms and passports with us. Not once did they tell us what we needed to get tested.
"They had lost us for three days with no enquiries, no checks and no communication between departments.
"How do you lose guests for three days and not check on them? How do I trust these people with my health when I'm in care with them?"
In a response to the Herald, a Managed Isolation and Quarantine (MIQ) spokesperson confirmed they were aware of the couple's situation and "addressed them immediately".
The spokesperson said their communication was "below standard".
"On this occasion, the communication with the individuals was below expected standards and we have apologised to them for that.
"While we are aware of some instances where information or communication has been delayed, we are confident our overall systems are working very well. We are constantly working to improve our processes to simplify things for returnees and to ensure information is communicated accurately and effectively."
After their Covid tests, the pair say they were told they could expect their results within a couple of days.
Two days later they still haven't received their results and called to follow up.
That's when they claim a different staff member informed them they wouldn't hear back unless they tested positive.
The couple finally received their negative test results via text message the evening of day six.
The spokesperson for MIQ confirmed to the Herald everyone who tests negative is notified by via text message or phone, or by the on-site nursing team, while anyone who tests positive will be contacted in person.
After a series of silence and miscommunication, the couple's stay in quarantine was also negatively impacted after one of them suffered food poisoning, which they suspected was caused by a hotel pork belly dinner.
Their breakfast also failed to arrive on day one.
While they don't expect five-star service, the couple wants to speak out in the hope others won't fall through the cracks like them.
"I want it to improve for others who come through quarantine. Imagine being elderly and alone in this situation, you'd be screwed.
"You wouldn't know what the process is, you wouldn't know if you're going to get fed or receive the right health checks."
"Imagine having to pay for this, only to fall through the cracks. If you don't have your wits about you some people would feel so alone.
"I understand it's a big operation behind the scenes but it shouldn't happen. People shouldn't fall through the cracks in quarantine."
The couple have one week left in quarantine and hope the rest of their stay will be "boring and non-eventual".
The incident comes a month after Minister for MIQ Megan Woods received heat for not making day three testing mandatory.
She said day three tests were not compulsory but were being done in "high numbers nonetheless".
From July 18 to August 24, 95 per cent of people were tested on day three.
MANAGED ISOLATION WELLBEING PROTOCOLS:
MIQ confirmed to the Herald health and wellbeing assessments are carried out on arrival, followed by daily health checks carried out in person or on the phone. These are led by the on-site nursing team.
"While health checks are usually carried out daily, they can be postponed by one day. This is usually because the nursing team was unsuccessful in trying to contact the returnee. In this case the health check will be carried out the next day," the spokesperson said.
Upon arrival, each person in managed isolation will receive a Welcome Pack that contains key information, including how their health is monitored, testing requirements, food and services available and guidance on how to stay safe.
They are also provided with information about mental health and wellbeing.
"Nurses are available 24/7 at the facilities to support returnees and help them access care. While returnees are in managed isolation they receive regular health checks.
"If a returnee feels they are not getting enough information throughout their stay we encourage them to raise their concerns with the Facility Manager or Wellbeing Co-ordinator."
