There are claims maintenance workers at the Rydges managed isolation facility have been going into rooms occupied by returnees with no personal protective equipment (PPE).
It follows news a worker at the Rydges Auckland hotel has tested positive for COVID-19, connected not to the community cluster but a returnee from the US.
Hotel workers are among those at the front-line of protecting New Zealand's border, in close quarters with returnees in managed isolation.
Yet it appears they're being put at risk.
On Tuesday the Director-General of Health said a maintenance worker "doesn't have interaction directly with any of the guests".
"The man carries out maintenance tasks on the rooms there between bookings, that is following full infection prevention and control and disinfection of the rooms and while wearing appropriate PPE," says Dr Ashley Bloomfield.
But it's a far cry from what past guests have told Newshub. One recent returnee, who wants to remain anonymous, stayed at the Rydges facility six weeks ago.
"My television wasn't working so we called downstairs to the reception, they sent up a maintenance man to fix our television about 30 minutes later," the returnee tells Newshub.
He says while the rest of the staff wore PPE, the maintenance man wore none. He was sent to his room, not once but twice.
"Once again I was rather surprised he had no PPE gear at all on," the returnee says. "He just came in as he was and fixed the television, had a conversation with us and left again."
Another returnee completed his 14 days in isolation at the Rydges in Auckland in June and says a maintenance worker replaced a faulty chair in his room.
"I was in the room when the maintenance person came in, they weren't wearing a mask or PPE or anything like that," he tells Newshub. "I stood aside to make sure that I don't have contact with him but they certainly came into the room without it being cleaned."
He adds "It's a total stuff-up" and "an absolute miracle that we haven't had an outbreak before this".
Managed Isolation Minister Megan Woods says she'd like more details.
"The policy at all the facilities is that maintenance workers only enter vacant rooms so I'd like to know more details, I'd like to know on what dates and what rooms," she says.
Auckland's current cluster in the community increased by five on Wednesday. It led to the closure of two Countdown supermarkets; the Auckland City store in Quay St and the St Lukes mall store.
The stores have been closed for deep cleaning as a precaution after visits from two positive cases.
With no new cases linked to the Rydges case on Wednesday, the Prime Minister is hoping the resurgence remains at one cluster but says no system is foolproof.
"As with our response with all things COVID - we've identified gaps or issues we have moved at speed to fill them," says Jacinda Ardern.
Maintenance may be another gap in managed isolation the Prime Minister will want to fill.
