Heldags Vitosha Mountain snowshoe-vandretur fra Sofia

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

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

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