The duo said the decision to withdraw the Rotorua business from the U-Fly brand was hard to make. "We were very clear from the start of the franchise with the team in Rotorua that they had to follow U-Fly Wanaka's stringent procedures that we have in place.
"Those procedures exist to enable us to deliver top quality service and an amazing overall visitor experience," Ms Presland said.
"The U-Fly Rotorua team showed an inability to be able to follow those procedures which would then result in our visitors not gaining the satisfying experience that we work so hard to offer."
Ms Presland said the Rotorua franchisee had planned on the business being a full-time operation but said the management team were only available on a part-time basis.
The employees were left to run the business without management on site and this was affecting customer service, she said.
"As owners, we have an incredible passion for our business and we spend a lot of time working to make it the product that it is.
"We felt the team in Rotorua were not able to commit to the business as much as we needed them to."
The Daily Post tried to contact the Rotorua franchise owner, but a spokeswoman, who did not want to be identified, said the business was closing due to the owner falling ill.
She said the business was now officially closed but would honour any bookings which had been made in advance.
Ms Presland and Mr Allanson said they would still be looking to expand but would be more cautious in the future.
"Our product is great, we have a deep passion for what we do and we want others to share in that passion.
"It was hard to make this decision, but this was our livelihood and reputation on the line and we were not prepared to put the U-Fly brand at risk by anything that would not deliver 110 per cent for the customer."
