Help and questions
Booking on Ontripo
Who am I booking with?
Tours marked “Operated by Ontripo” are run by our own team in Istanbul and Trabzon. You book them directly with us.
Can I book hotels and flights on Ontripo itself?
Yes. For hotels and flights you search, choose and pay here on Ontripo. Your confirmation, and for flights your ticket, is sent to your email.
Who do I contact about a hotel or flight booked on Ontripo?
Write to us on WhatsApp or by email with your booking number. We follow your request until it is answered. Changes and refunds follow the cancellation policy or fare rules shown before you paid.
My booking was made on another website. Who do I contact?
Contact that website first, using the details in your confirmation email. If you cannot reach them, write to us and we will help you.
Is the price on Ontripo the final price?
The price shown at the moment you book is the one that counts. Prices can change, so we show options side by side to help you compare price and cancellation terms.
About our own tours (“Operated by Ontripo”)
How do I book one of your tours?
Press the WhatsApp button on the tour, or write to +90 501 073 07 30. Send the date, number of adults, children’s ages and your hotel. Our team confirms your booking and sends your pickup time and place. A request on its own is not a booking.
Do I need to pay a deposit?
No. There is no deposit and no online payment. You pay on the day of the trip.
How do I pay?
In cash, on the day of the trip. Any currency is accepted.
Can I cancel?
Yes. Cancel at least 12 hours before the start and you pay nothing. If you cancel later, or do not show up, the full amount is due. Full details are in our Booking and cancellation policy.
Can I change the date or the number of people?
Yes, free of charge, up to 12 hours before the trip starts.
Do you pick me up from my hotel?
Yes, at your hotel door inside the tour’s service area. In Istanbul this is Fatih, Beyoğlu and Şişli on the European side. Outside that area an extra fee may apply, agreed when you book.
Are children free?
Children aged 0 to 3 are free, without their own seat or meal. From age 4, the adult price applies. Please tell us each child’s age when you book.
What if the weather is bad?
The route and timing may change with the weather and operating conditions.
If we cancel a trip because of the weather, we offer you another date. If you prefer, we cancel the booking and you pay nothing.
Account and data
Do I need an account?
No. You can browse and book without one. An account lets you save places and tours. Members also get 5% off the tours we run ourselves.
How do I delete my account?
Sign in, open “My account” and press “Delete my account”. It is removed immediately and permanently.
How do I reach a person?
WhatsApp or phone +90 501 073 07 30, or email info@ontripo.com. A person answers on WhatsApp. Our team answers in Arabic and English.
Our team answers messages every day from 8:00 to 23:00 (Istanbul time).