Rude attitude towards customers.

The boorish attitude of the manager of the Arfa travel agency, Olga Zinovieva, is outraged. We used the services of the tour operator "Pak Group" by calling the number indicated on the site, I was switched to the office closest to us. We talked with the manager Olga Zinovieva. We chose the hotel (30.12. 2013). The manager made a booking request. Since the New Year holidays were approaching, we were persuaded to bring an advance payment. We arrived at the office on December 31, 2013 at 14:30, the operator on duty issued an agreement (prepared by Zinovieva), we left an advance payment (50 thousand). They promised to send confirmation of the hotel to our mail. On the second and third of January I write to Zinoviev in response to silence. On the fourth of January at 21.35 he answers - do not worry, the reservation was requested, I will write to you on the ninth. On the ninth, it turns out that the hotel is not responding. On the tenth, Zinoviev, he suggests waiting or looking for alternatives, despite the fact that the tenth is the last day for submitting documents for a visa (passports are already in the travel agency).

Of the options proposed by her (the price of which is higher than ours and the conditions are worse), we choose one. Zinoviev, guarantees that until 12:00 01/13/2014 the hotel is booked. On Saturday 01/11/2014 we are going back to the agency, with the operator on duty we are looking for more options, as the deadlines are running out. With us, the operator calls Zinovieva (to get in the know), she yells into the phone - they say what else they want and how we got her, everything was heard perfectly. Having chosen a hotel, we leave it on request until Monday. On Monday, Zinovieva writes that the hotel has not been confirmed, sends alternative options while we are considering them, she, without calling us, removes the guaranteed hotel from the reservation. Wait a minute, today is already Monday and the documents, as they say, are gone for a visa, and we are without a hotel. You can’t reschedule the trip, the holidays are signed. Deadlines are running out, hotels are becoming more expensive, and there are fewer of them. We decide to take the money and documents.

From the first call, they refused to give the passports, they say, you will receive them tomorrow. Money, in general, after the signature of the director, who is not there today. After a second, tougher conversation, they decided to return the passports. Arriving at the office, they ran into Zinovieva, who in a boorish form showed her displeasure. You can return the money tomorrow if there is a director. We call the next day, the director is not there, and today he will not be. Again we have to speak harshly while we hang on the phone, Zinovieva's conversation with the director on the phone is heard. Zinovieva screamed that she had spent a whole month on us, we refused the hotels she had booked, it was hard to please us, etc. realizing that I hear everything, my call was transferred to waiting, then the girl offered to come and collect the money. Bottom line, if you want to get on your nerves, contact Olga Zinovieva.

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