Я считаю, что такой отель не должен принимать туристов в подобном состоянии. I believe that such a hotel should not accept tourists in such a condition.

Good afternoon.

I'd like to point out that this hotel was a complete disappointment for us. I've never encountered such a lackadaisical attitude towards guests anywhere before.

We chose this hotel through a tour operator. When we booked the tour, we were told it was a 4-star hotel, but in reality, it falls far short of the advertised standard.

On our first day, when we checked in, reception didn't provide us with the Wi-Fi password; we were told it was a paid service. We were okay with that, but when we got to our room, we were horrified. As you can see from the photos, the refrigerator doesn't work and is in terrible condition, the shower is worn out, the sofa is old and hideous, and the closet doesn't even have basic hangers. There's no trash can or toilet paper in the shower. We asked several times for toilet paper and a trash can, but nothing was done.


The refrigerator is very old, and the elevator doesn't work. The worst part is that the staff completely ignores all of these issues. They pretend they don't understand anything, just look at your face and don't react.
If a hotel advertises itself as good and welcomes tourists, why doesn't it address such basic issues? The food, desserts, and sweets also leave a bad impression—it's clear they use cheap ingredients.

We've been asking for our room to be cleaned for five days now, but it hasn't been done properly. I wanted to get a refund, but the tour operator said it wasn't possible. We then asked to change hotels. They offered us a 5-star hotel for an additional 37.000 tenge. We didn't agree to this amount because we'd already spent a fair amount on the tour and excursions.

We were later told that there's a huge difference between 4-star and 5-star hotels and that they can't be compared. But when we initially purchased the tour, this hotel was presented to us as a decent 4-star option. After the purchase, we read the reviews and immediately asked to change the hotel, but they said it wasn't possible. When we arrived and saw everything with our own eyes, we again asked for the issue to be resolved, but we never received any real help.
I'm completely disappointed. The hotel doesn't even have dry cleaning. The staff doesn't speak any foreign languages ​ ​ and can't communicate properly with foreign guests. So why accommodate foreigners if they can't understand even the most basic requests? When I asked for toothpicks, the staff just looked at each other, confused, and then said they didn't have any.

I believe a hotel like this shouldn't accept tourists in such a state. I want this hotel to be looked into, investigated, and addressed.