Hi Kay, thank you for your feedback. We are sorry that you are dissapointed that you can not use a private pool on your own. This is due to a health & safety regualtion which has been in place at Polynesian Spa since 2007. Waikitie Valley also requires 2 adults to use a private pool. We are sorry you felt that our customer service was inadequate – we would appreciate if you would be able to provide us with any further information on what happened (to marketing@polynesianspa.co.nz) as we would like to address it.