Tourism is a rapidly growing sector in Kazakhstan, yet Almaty city and its surrounding region have experienced stagnant growth despite rich natural and cultural assets. This study identifies governance-related barriers that impede sustainable tourism development and effective stakeholder participation. Using a mixed-methods design centered on semi-structured interviews with stakeholders from government, business, NGOs (Non-Governmental Organization), and community organizations conducted in 2018 and 2024, and supplemented by PEST (Political, Economic, Sociocultural, and Technological factors) analysis and stakeholder mapping, we distill recurring constraints and opportunities. The findings show that, while digitalization, through digital platforms, improved some administrative processes by 2024, the fundamental obstacles identified in 2018 remained largely unchanged. Three core constraints persisted across both periods: fragmented institutional governance, prolonged and opaque permitting procedures that deter investment, and a deep-seated lack of trust between the private sector and public authorities. These systemic failures continue to limit the sector’s potential, especially amid rapid post-pandemic visitor growth. This paper proposes actionable measures to address these challenges: establishing a unified regional tourism coordination authority, streamlining and standardizing regulations and approval processes, and offering targeted capacity building for SMEs (Small and Medium-sized Enterprises) and local administrations. Implemented together, these reforms can align Almaty’s tourism governance with international good practices and foster more inclusive, resilient, and sustainable tourism growth.

People who experience social exclusion often face barriers to participation in recreation and tourism and tend to have limited engagement with culture and heritage. Yet, both sets of activities have been linked to a range of positive outcomes. This study focuses on heritage tours, a tourism product at the crossroads of culture, tourism and recreation. It examines how heritage tours can be designed and delivered in a way that promotes inclusion: removing barriers, creating a judgement-free environment, fostering inclusive oral communication, and providing an equitable experience for all participants. Addressing a gap in the tourism literature, the paper draws on audience development strategies that have been used in culture and the arts, including product-led and marketled approaches. It analyzes a case study initiative in Edinburgh, Scotland, to explore the effectiveness of its approach and evaluate whether it offers any good practices that can be replicated in other destinations or contexts.