This tour operated on InterCity buses (essentially a NZ Greyhound). I didn't realize I probably could have just booked the bus tickets on my own. They offered to book hotels for me, but it was cheaper to do it on my own. There was the option to get transfers from hotels to the bus station for $30. Two of my transfers NEVER showed, and I had to call them (I almost missed my bus connection!). In addition to bus fare, included in the price was a local tour of Napier, a visit to Waitomo caves, and a wine tour in Hawkes Bay. Some of the Intercity coach drivers did provide tour commentary, but this was not on all buses.
I would not recommend this tour operator. You can probably book all the pieces of the tour on your own for less. If you don't have the time to do the research, then this was a decent option, but I would recommend confirming ALL bookings once you arrive in NZ. I will say that the customer service office was very nice and reconfirmed the rest of my trip with all the local operators after the debacle with my hotel transfers.