I bought tickets for myself and the children to Cholpan Ata. I wrote the address where I need to get to. The operator replied very quickly that there were places and they needed to pay urgently and very quickly. She asked where we needed to go, but indicated a completely different stop on the ticket, very far from the specified address. On the morning of the trip, I asked to change the landing point. She said it was impossible to do that. When asked why she indicated this particular stop, she said that they were not Yandex maps here and it was not their responsibility to look at where the nearest stop was. I warned you that I would write a review saying that the service is terrible. If you answered, please write. I really do not recommend this company.
I got seasick on the bus.
They promised that the seating would be free. We arrived in advance to take seats in the front, which are less seasick. At the same time, it turned out on the spot that the places were determined in advance. I couldn't change places with anyone on the bus. I got seasick. The trip is ruined.
As it turned out later, the company sells tours from other companies with its own margin, so there is no point in buying tours from them. Moreover, the attitude towards customers is terrible (they completely lose interest after payment), and the purchased tours do not match their description on the website.
We bought two one–day tours from them in August 2023 - to Kapchagai and to Monakhovo Gorge. In the description of the tour to Kapchagai, a vacation at a campsite with an equipped beach and a cafe was announced. As a result, they were brought for the whole day to an abandoned beach with old uncomfortable sun beds and dirty water in the reservoir. There was no camp site or infrastructure nearby. We called the travel agency. They did not accept any claims, and they did not even talk about any compensation for violating the terms of the contract. We wanted to cancel the second tour we bought, but we refused to return the money for it.
The tour to Monakhovo Gorge also did not match his description. The travel time and the total travel time turned out to be different in general. Instead of the rest announced in the second half of the trip, there is another 3-hour hike with an uphill climb.
I do not recommend this company. It is better to buy tours from those who organize them directly.
Before the trip to Kazakhstan, we asked this company for the availability of seats on two excursions. In response, we received: pay the cost, then we book and send vouchers. You can pay either at the office (considering that we were in another city - not an option), or by transfer to a card (are you a tourist and you don't have a Kazakh card? I don't care! at least ask a passerby!). Cash on the spot - no, you can't do that (although in fact there were people who paid on the spot - apparently, there are rules for everyone).
As a result, we paid for everything, received a voucher for the first tour. But there are no places for the second one, and this is two days before it (and the payment was received five days before!). That is, to take an advance payment - yes, but to find out if there are places and drop them off - and why?!!
We ourselves contacted the tour operator (to whom we were attached on the first day) and found out that there are just two places. Why should a tourist do the work of a travel agent???
My offer to transfer money immediately to the operator, instead of returning it to us, at first there were sharp refusals. And only after a long and nervous correspondence Onyx Tour deigned to do it.
Total: interest in the client and the level of service is at zero!!! What kind of tourism development can we talk about if a foreigner is forced to run around the city, sticking out his tongue, in search of a terminal for translation (transfers to Caspi Bank are generally a disease of the whole country), or someone who can help, and at the same time not guarantee a place? The whole world has been using acquiring for a long time and simply sends links to online card payments so that the guests of the country are as comfortable as possible.
Невыполнение условий договора, неадекватная замена объектов туризма, отказ в общении с клиентом, отказ от компенсации в связи с частичным неисполнении условий договора.