Full-day Vitosha Mountain Snowshoe Hiking Tour from Sofia

Amazing Experience

This was an amazing experience, so worth the money! Pirin snowshoeing by Maria was exceptional and i highly recommend!

via Tripadvisor

Never picked us up

Never arrived to pick us up and contact number wouldn't work, so we contacted TripAdvisor who luckily gave us a refund, but said the company cancelled the session. We hadn't been emailed/messaged about this at all

Response from the operator: Dear Jess, My name is Kiril Kostov and I am the manager of the agency. I would like to sincerely apologize for the inconvenience and frustration you experienced. I am personally responsible for organizing our day trips, but at the time of your booking I went through an extremely serious and unforeseen medical emergency in Morocco. I suffered a severe accident that required multiple surgeries, including head surgery to remove hematomas and surgery for facial fractures, followed by more than 10 days in the intensive care unit at a hospital in Casablanca and additional hospitalization afterward. During this period, I had no access to a phone or any electronic devices. The hospital informed only the Bulgarian Consulate in Rabat and my family. Unfortunately, no one else — including my colleagues and mountain guides in Sofia — was aware of my condition, and therefore new reservations and tour logistics were not properly received or managed. This is the reason your tour was missed and why our contact phone number was unreachable. I completely understand how unacceptable this must have felt from your perspective. All affected guests were fully refunded, but I deeply regret the disruption to your plans. This situation was extreme and unprecedented. As you can see from our many years of reviews, this is the first time such an incident has ever occurred in over 10 years of operation. I am currently still recovering in Casablanca and awaiting medical clearance to fly back to Bulgaria, while my team has now taken over full operational control to ensure this never happens again. Once again, I am truly sorry for what happened and thank you for your understanding. Kind regards, Kiril Kostov Manager

via Tripadvisor

They didn’t arrive to pick us up and haven’t gone in touch since

I waited 24hours to write this review incase they contacted me with an explanation but they have not done so. Myself and my partner booked onto the Vitosha winter snowshoeing hike guide course. Sadly our guide did not arrive to pick us up! We waited outside the hotel as requested, 10 minutes early, for 2 hours and they didn’t show up. The phone number doesn’t work, WhatsApp’s don’t deliver and they didn’t reply to my email. Very disappointing as the reviews looked good before, although I did find 2 more reviews in the last few weeks where the same thing happened, they just didn’t show up. Thankfully Expedia are handling the refund so we have protection there. I imagine we’d struggle getting a refund direct from the company as they seem to have gone AWOL

Response from the operator: Dear Josh, My name is Kiril Kostov and I am the manager of the agency. I sincerely apologize for the experience you and your partner had and fully understand how disappointing and frustrating this must have been. At the time of your booking, I personally suffered an extremely serious and completely unforeseen medical emergency in Morocco. I am responsible for organizing our day tours and handling customer support. Following the accident, I underwent multiple surgeries, including head surgery to remove hematomas and surgery for facial fractures, and spent more than 10 days in the intensive care unit at Al Maghreb Hospital in Casablanca, followed by additional hospitalization. During this entire period, I had no access to my phone, WhatsApp, email, or any electronic devices. The phone number provided to guests is our customer support line, which I personally manage, and this is why it was unreachable. Unfortunately, only my family and the Bulgarian Consulate in Rabat were informed of my condition. My colleagues and mountain guides in Sofia were unaware of what had happened and therefore did not receive timely information about new reservations and tour logistics. This is why the pickup did not take place. I completely understand why, from your perspective, it appeared that the company had gone silent. This was not abandonment, but the result of an extreme and exceptional medical situation. All affected guests, including yourselves, were fully refunded through our partners, and we have never refused refunds. We have been operating for over 10 years with a strong record of positive reviews, and this situation is unprecedented for us. I can fully support everything stated above with official medical documents from Al Maghreb Hospital in Casablanca and, if required, even personal photos taken during my hospitalization. Once again, I am truly sorry for the inconvenience caused and appreciate your understanding. Kind regards, Kiril Kostov Manager

via Tripadvisor

Untrustworthy

We were not picked up by our guide. The calls weren't answered and no one got back to me by email.

Response from the operator: Dear David, My name is Kiril Kostov and I am the manager of the agency. I sincerely apologize for your experience. At the time of your booking, I suffered an extremely serious and unforeseen medical emergency in Morocco. I am personally responsible for organizing our day tours and handling customer support. Due to this, I underwent multiple surgeries and spent more than 10 days in intensive care in Casablanca, during which I had no access to my phone, email, or any electronic devices. The phone number provided to guests is our customer support line, which I personally manage, and this is why calls were not answered. Unfortunately, my colleagues and guides were unaware of my condition and did not receive timely information about new bookings, which resulted in the missed pickup. All affected guests were fully refunded through our partners. We have been operating for over 10 years with a strong record of positive reviews, and this situation is unprecedented for us. I can fully support the above with official medical documents from Al Maghreb Hospital in Casablanca if required. I am truly sorry for the inconvenience caused and thank you for your understanding. Kind regards, Kiril Kostov Manager

via Tripadvisor (translated)

Great !

We had an amazing snowshoeing experience in the Vitosha Mountains thanks to our Bulgarian guide, Alex. He was extremely professional, caring, and very friendly, with a calm and reassuring presence throughout the tour. Alex took the time to accompany us properly, always making sure everyone was comfortable and enjoying the experience. His strength, experience, and attention to detail really showed, and he made the whole tour feel safe and well organized. He even picked us up from the city center and drove us to Vitosha in a very gentle and professional manner, which immediately made us feel at ease. Beyond being a great guide, Alex is also a genuinely kind and gentle person. We highly recommend Alex to anyone looking for a memorable and well-guided snowshoeing adventure in Bulgaria

via Tripadvisor