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Experience12****
A deeply distressing experience with our replacement guide
Song-Kol Adventure的点评
点评：We booked a private, premium-priced tour with Kanat through IndyGuide, specifically to visit Chatyr-Kol and Kel Suu, which were the main highlights we were looking forward to in Kyrgyzstan.
Unfortunately, Kanat handed the tour over to a replacement guide, Mellis, and the experience deteriorated very quickly.
We completely understand that the roads in this region can be difficult and that safety should always come first. Our concerns were not about cautious driving, but about Mellis’s behaviour, attitude and the way he treated us throughout the tour.
From the beginning there were basic service issues. We were supposed to leave Naryn at 10:00 AM but did not actually depart until around 11:00 AM while permits, water and fuel were being arranged. We also had to pay 185 KGS for drinking water that was supposed to be included.
At Tash Rabat, intoxicated people were making noise outside our room until around 2:00 AM. At approximately 12:30 AM I had to ask them myself to move away from our room, while Mellis was sitting with them socialising. We consequently had less than three hours of sleep.
The situation became much more serious on the way to Kel Suu. After being repeatedly overtaken by other vehicles, my friend politely asked Mellis if he could drive a little faster. He became extremely defensive, saying we had not paid “$100,000 for the trip”, that it was his car and that he would drive how he wanted. He also complained that the gravel roads were damaging his tyres and indicated that his vehicle was not properly suited to the terrain.
Most concerningly, he threatened to leave us on the roadside and told us we would have to find our own way back because he had “already been paid”.
As two international travellers in an extremely remote area, this was genuinely frightening. From that point onwards we were afraid to challenge him further.
There were also questions around the cancellation of Chatyr-Kol. We accepted the €200 refund offered for the cancelled destination and understand that weather and road conditions can affect these routes. However, Chatyr-Kol was one of the main reasons we booked the tour. Kanat had even discussed the possibility of coming from Kochkor himself to take over the driving.
We also encountered a German family travelling the same route with two young children. We crossed paths with them again in Naryn several days later and they confirmed they had successfully completed the route. Combined with Mellis’s repeated concerns about his tyres and vehicle, this left us wondering whether the route was actually impossible or whether Mellis was simply unwilling or not confident enough to undertake it. We cannot know his exact motivation, but the circumstances certainly raised questions.
At Kel Suu, Mellis told us we had to stay in a basic yurt while he took a proper guesthouse room, claiming the rooms were reserved for drivers. We later discovered this was not the case. After Kanat intervened, we were given a room, but it was in the older section near the noisy dining area while Mellis retained the newer, quieter room.
Lunch was also supposed to be included. Instead, Mellis told us we were on our own. We were willing to pay ourselves simply to avoid another confrontation, but were then told the camp had run out of food. We went without lunch while Mellis ate. Kanat later agreed to reimburse the missed lunches, but this was never received.
Before the horse excursion to Kel Suu lake, Mellis again told us that he would decide our pace, stops and their duration and that he would not tolerate “toxic behaviour”. Given the earlier threat to leave us stranded, this was extremely intimidating.
At the lake, Mellis disappeared. We returned to the horses after around 30 minutes, but he did not return for another 43 minutes. He initially said he had been looking for us, but later admitted that he had actually gone to try to get onto a boat ride himself, which was too busy and expensive.
After parting ways with Mellis, we did not feel comfortable pursuing the matter further while still in Kyrgyzstan. We simply wanted to get safely back to Naryn and leave the situation behind us. This is also why we initially agreed with Kanat that we would not post a negative review.
Once safely home, we raised the full matter with IndyGuide and provided the relevant correspondence. We have also retained screenshots of rude and unacceptable WhatsApp messages Mellis sent after we raised our concerns with Kanat.
We originally did not want to write this review because we had given Kanat our word that we would keep the matter private. However, after the matter was reviewed, we did not feel that the resolution adequately reflected the seriousness of what had happened.
I would not normally write a review of this nature, but I feel other travellers considering a remote tour should know about our experience. The scenery and destinations themselves are spectacular, but on a tour this remote you are completely dependent on your guide. Unfortunately, our experience with Mellis left us feeling intimidated, uncomfortable and genuinely concerned for our safety.
I hope Kanat takes this feedback seriously and ensures that future travellers are provided with a guide who is properly equipped, professional and, above all, understands the responsibility that comes with taking clients into such remote areas.
Unfortunately, Kanat handed the tour over to a replacement guide, Mellis, and the experience deteriorated very quickly.
We completely understand that the roads in this region can be difficult and that safety should always come first. Our concerns were not about cautious driving, but about Mellis’s behaviour, attitude and the way he treated us throughout the tour.
From the beginning there were basic service issues. We were supposed to leave Naryn at 10:00 AM but did not actually depart until around 11:00 AM while permits, water and fuel were being arranged. We also had to pay 185 KGS for drinking water that was supposed to be included.
At Tash Rabat, intoxicated people were making noise outside our room until around 2:00 AM. At approximately 12:30 AM I had to ask them myself to move away from our room, while Mellis was sitting with them socialising. We consequently had less than three hours of sleep.
The situation became much more serious on the way to Kel Suu. After being repeatedly overtaken by other vehicles, my friend politely asked Mellis if he could drive a little faster. He became extremely defensive, saying we had not paid “$100,000 for the trip”, that it was his car and that he would drive how he wanted. He also complained that the gravel roads were damaging his tyres and indicated that his vehicle was not properly suited to the terrain.
Most concerningly, he threatened to leave us on the roadside and told us we would have to find our own way back because he had “already been paid”.
As two international travellers in an extremely remote area, this was genuinely frightening. From that point onwards we were afraid to challenge him further.
There were also questions around the cancellation of Chatyr-Kol. We accepted the €200 refund offered for the cancelled destination and understand that weather and road conditions can affect these routes. However, Chatyr-Kol was one of the main reasons we booked the tour. Kanat had even discussed the possibility of coming from Kochkor himself to take over the driving.
We also encountered a German family travelling the same route with two young children. We crossed paths with them again in Naryn several days later and they confirmed they had successfully completed the route. Combined with Mellis’s repeated concerns about his tyres and vehicle, this left us wondering whether the route was actually impossible or whether Mellis was simply unwilling or not confident enough to undertake it. We cannot know his exact motivation, but the circumstances certainly raised questions.
At Kel Suu, Mellis told us we had to stay in a basic yurt while he took a proper guesthouse room, claiming the rooms were reserved for drivers. We later discovered this was not the case. After Kanat intervened, we were given a room, but it was in the older section near the noisy dining area while Mellis retained the newer, quieter room.
Lunch was also supposed to be included. Instead, Mellis told us we were on our own. We were willing to pay ourselves simply to avoid another confrontation, but were then told the camp had run out of food. We went without lunch while Mellis ate. Kanat later agreed to reimburse the missed lunches, but this was never received.
Before the horse excursion to Kel Suu lake, Mellis again told us that he would decide our pace, stops and their duration and that he would not tolerate “toxic behaviour”. Given the earlier threat to leave us stranded, this was extremely intimidating.
At the lake, Mellis disappeared. We returned to the horses after around 30 minutes, but he did not return for another 43 minutes. He initially said he had been looking for us, but later admitted that he had actually gone to try to get onto a boat ride himself, which was too busy and expensive.
After parting ways with Mellis, we did not feel comfortable pursuing the matter further while still in Kyrgyzstan. We simply wanted to get safely back to Naryn and leave the situation behind us. This is also why we initially agreed with Kanat that we would not post a negative review.
Once safely home, we raised the full matter with IndyGuide and provided the relevant correspondence. We have also retained screenshots of rude and unacceptable WhatsApp messages Mellis sent after we raised our concerns with Kanat.
We originally did not want to write this review because we had given Kanat our word that we would keep the matter private. However, after the matter was reviewed, we did not feel that the resolution adequately reflected the seriousness of what had happened.
I would not normally write a review of this nature, but I feel other travellers considering a remote tour should know about our experience. The scenery and destinations themselves are spectacular, but on a tour this remote you are completely dependent on your guide. Unfortunately, our experience with Mellis left us feeling intimidated, uncomfortable and genuinely concerned for our safety.
I hope Kanat takes this feedback seriously and ensures that future travellers are provided with a guide who is properly equipped, professional and, above all, understands the responsibility that comes with taking clients into such remote areas.
翻译：我们通过IndyGuide预订了由Kanat带领的私人定制高价旅游团，目的就是为了参观Chatyr-Kol和Kel Suu——这两个地方正是我们在吉尔吉斯斯坦最期待游览的景点。
遗憾的是，Kanat把导游工作交给了代班导游Mellis，此后我们的旅行体验便迅速变差。
我们完全理解该地区的道路状况较为恶劣，也明白安全始终应置于首位。我们的担忧并非针对谨慎驾驶这一点。而是关于梅利斯的行为、态度，以及他在整个行程中对待我们的方式。
从一开始就有一些基本的服务问题。我们原定上午10点从纳伦出发，但实际上直到11点左右才启程，因为当时还在办理许可证、准备水和燃料。我们还不得不支付185索姆来购买理应包含在内的饮用水。
在塔什·拉巴特，喝醉的人在我们房间外喧闹到凌晨2点左右。凌晨12点半左右，由于梅利斯正和他们坐在一起聊天，我不得不亲自请求他们离开我们的房间。结果我们只睡了不到三个小时。
在前往凯尔苏的路上，情况变得更加糟糕。在被其他车辆多次超越后，我的朋友礼貌地询问梅利斯能否开快一点。他立刻变得极为抵触，声称我们并没有支付“10万美元的行程费用”，还说那是他的车，他想怎么开就怎么开。他还抱怨碎石路损坏了他的轮胎，并指出他的车并不适合在这种地形上行驶。
最令人担忧的是，他威胁说要把我们丢在路边，还声称我们得自己想办法回去，因为他“已经拿到报酬了”。
作为身处极其偏僻地区的两名国际旅行者，这种情况真的令人恐惧。从那以后，我们再也不敢违逆他了。关于取消查蒂尔-科尔这一行程也引发了诸多疑问。我们接受了针对该取消行程提供的200欧元退款，也理解天气和道路状况确实会影响这些路线。然而，查蒂尔-科尔正是我们预订此次旅行的主要原因之一。卡纳特甚至曾经提到过，他本人有可能从科奇科尔赶来接手驾驶工作。
我们还遇到了一个带着两个年幼孩子的德国家庭，他们也在走同一条路线。几天后，我们在纳伦再次碰到了他们，他们证实自己已成功走完整个路线。再结合梅利斯多次对轮胎及车辆状况表示的担忧，这让我们不禁疑惑：这条路线究竟是真的无法通行，还是梅利斯只是不愿意或没有足够的信心去尝试呢？我们虽无法知晓他的真实动机，但这些情况确实引发了诸多疑问。
在凯尔苏。梅利斯告诉我们，他要住条件较好的宾馆房间，而我们则必须住在简陋的蒙古包里，还声称那些好房间是专门留给司机的。后来我们发现事实并非如此。在卡纳特介入后，我们才得到一间房间，但这间房位于靠近嘈杂餐厅的旧区，而梅利斯则继续享用着崭新且安静的房间。
原本午餐也应该是包含在内的。然而，梅利斯却让我们自己解决用餐问题。为了避免再次发生争执，我们宁愿自掏腰包。但后来我们得知营地里的食物已经用完了。我们没吃午饭，而梅利斯则吃了。后来卡纳特同意赔偿我们错过的午餐费用，但我们始终没收到这笔钱。
在前往凯尔苏湖的骑马之旅前，梅利斯再次告诉我们，他会决定行进速度、停留地点及时长，还表示绝不容忍“不良行为”。考虑到他之前曾威胁要把我们丢下不管，这着实令人心惊胆寒。
到了湖边，梅利斯不见了。大约30分钟后我们回到了马群旁，但他又过了43分钟才回来。起初他说自己在找我们，后来才承认其实他是去尝试自己乘船游玩，但当时船上人太多且票价太贵。
与梅利斯分别后，我们在吉尔吉斯斯坦境内时觉得不宜再深究此事。我们只希望能安全返回纳伦，把这一切都抛在身后。也正因如此，我们起初与Kanat达成约定：不会发布负面评价。
安全回到家后，我们向IndyGuide详尽说明了整个事件的经过，并提供了相关的通信记录。我们还保存了Mellis在我们向Kanat反映问题后所发送的那些粗鲁且不可接受的WhatsApp消息的截图。
起初我们并不想写这条评价，因为我们已向Kanat承诺会对此事保密。然而，在事情经过审查之后，我们认为该解决方案未能充分体现所发生事件的严重性。
通常我不会撰写此类评论，但我觉得其他打算参加偏远地区旅游的旅客应该了解一下我们的经历。那里的风景和目的地确实很壮观，但在如此偏远的地区旅游，游客完全要依赖导游。遗憾的是，与Mellis导游的接触让我们感到惶恐不安、不自在，甚至真的为自身安全担忧。我希望Kanat能认真对待这一反馈，确保今后的游客能配备装备齐全、专业素养过硬的向导，最重要的是，这位向导要明白带领客户进入如此偏僻地区所肩负的责任。
遗憾的是，Kanat把导游工作交给了代班导游Mellis，此后我们的旅行体验便迅速变差。
我们完全理解该地区的道路状况较为恶劣，也明白安全始终应置于首位。我们的担忧并非针对谨慎驾驶这一点。而是关于梅利斯的行为、态度，以及他在整个行程中对待我们的方式。
从一开始就有一些基本的服务问题。我们原定上午10点从纳伦出发，但实际上直到11点左右才启程，因为当时还在办理许可证、准备水和燃料。我们还不得不支付185索姆来购买理应包含在内的饮用水。
在塔什·拉巴特，喝醉的人在我们房间外喧闹到凌晨2点左右。凌晨12点半左右，由于梅利斯正和他们坐在一起聊天，我不得不亲自请求他们离开我们的房间。结果我们只睡了不到三个小时。
在前往凯尔苏的路上，情况变得更加糟糕。在被其他车辆多次超越后，我的朋友礼貌地询问梅利斯能否开快一点。他立刻变得极为抵触，声称我们并没有支付“10万美元的行程费用”，还说那是他的车，他想怎么开就怎么开。他还抱怨碎石路损坏了他的轮胎，并指出他的车并不适合在这种地形上行驶。
最令人担忧的是，他威胁说要把我们丢在路边，还声称我们得自己想办法回去，因为他“已经拿到报酬了”。
作为身处极其偏僻地区的两名国际旅行者，这种情况真的令人恐惧。从那以后，我们再也不敢违逆他了。关于取消查蒂尔-科尔这一行程也引发了诸多疑问。我们接受了针对该取消行程提供的200欧元退款，也理解天气和道路状况确实会影响这些路线。然而，查蒂尔-科尔正是我们预订此次旅行的主要原因之一。卡纳特甚至曾经提到过，他本人有可能从科奇科尔赶来接手驾驶工作。
我们还遇到了一个带着两个年幼孩子的德国家庭，他们也在走同一条路线。几天后，我们在纳伦再次碰到了他们，他们证实自己已成功走完整个路线。再结合梅利斯多次对轮胎及车辆状况表示的担忧，这让我们不禁疑惑：这条路线究竟是真的无法通行，还是梅利斯只是不愿意或没有足够的信心去尝试呢？我们虽无法知晓他的真实动机，但这些情况确实引发了诸多疑问。
在凯尔苏。梅利斯告诉我们，他要住条件较好的宾馆房间，而我们则必须住在简陋的蒙古包里，还声称那些好房间是专门留给司机的。后来我们发现事实并非如此。在卡纳特介入后，我们才得到一间房间，但这间房位于靠近嘈杂餐厅的旧区，而梅利斯则继续享用着崭新且安静的房间。
原本午餐也应该是包含在内的。然而，梅利斯却让我们自己解决用餐问题。为了避免再次发生争执，我们宁愿自掏腰包。但后来我们得知营地里的食物已经用完了。我们没吃午饭，而梅利斯则吃了。后来卡纳特同意赔偿我们错过的午餐费用，但我们始终没收到这笔钱。
在前往凯尔苏湖的骑马之旅前，梅利斯再次告诉我们，他会决定行进速度、停留地点及时长，还表示绝不容忍“不良行为”。考虑到他之前曾威胁要把我们丢下不管，这着实令人心惊胆寒。
到了湖边，梅利斯不见了。大约30分钟后我们回到了马群旁，但他又过了43分钟才回来。起初他说自己在找我们，后来才承认其实他是去尝试自己乘船游玩，但当时船上人太多且票价太贵。
与梅利斯分别后，我们在吉尔吉斯斯坦境内时觉得不宜再深究此事。我们只希望能安全返回纳伦，把这一切都抛在身后。也正因如此，我们起初与Kanat达成约定：不会发布负面评价。
安全回到家后，我们向IndyGuide详尽说明了整个事件的经过，并提供了相关的通信记录。我们还保存了Mellis在我们向Kanat反映问题后所发送的那些粗鲁且不可接受的WhatsApp消息的截图。
起初我们并不想写这条评价，因为我们已向Kanat承诺会对此事保密。然而，在事情经过审查之后，我们认为该解决方案未能充分体现所发生事件的严重性。
通常我不会撰写此类评论，但我觉得其他打算参加偏远地区旅游的旅客应该了解一下我们的经历。那里的风景和目的地确实很壮观，但在如此偏远的地区旅游，游客完全要依赖导游。遗憾的是，与Mellis导游的接触让我们感到惶恐不安、不自在，甚至真的为自身安全担忧。我希望Kanat能认真对待这一反馈，确保今后的游客能配备装备齐全、专业素养过硬的向导，最重要的是，这位向导要明白带领客户进入如此偏僻地区所肩负的责任。
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