This is a scam. Booked it through GetYourGuide but we never got picked up. Waited about an hour, tried calling the number but no answer. Emailed too and still no response. I ended up contacting GetYourGuide who were helpful and are refunding me. I would avoid booking this tour.
事業者からの返答
Dear Demi,
My name is Kiril Kostov and I am the manager of the agency. I am truly sorry for the experience you had and I understand why the situation felt unacceptable.
I would like to clarify that this was absolutely not a scam, but the result of an extremely serious and unforeseen medical emergency on my side. I am personally responsible for the organization of our day tours, and at the time of your booking I suffered a severe accident in Morocco that required multiple surgeries, including head surgery and treatment for facial fractures, followed by more than 10 days in the intensive care unit in Casablanca.
During this period, I had no access to my phone, email, or any electronic devices. Only my family and the Bulgarian Consulate in Rabat were informed. Unfortunately, my colleagues and guides in Sofia were unaware of my condition and therefore did not receive timely information about new reservations or tour logistics. This is why the pickup did not happen and why you were unable to reach ме by phone or email.
I completely understand your frustration. All affected guests, including yourself, were fully refunded through GetYourGuide. We have been operating tours for over 10 years with hundreds of positive reviews, and this is the first time such a situation has ever occurred.
I sincerely apologize for the inconvenience and thank you for your understanding.
Kind regards,
Kiril Kostov
Manager
J
jaap_van_diggele
January 21, 2026 · via Tripadvisor
SCAM
Nobody showed up and the number was switched off.
事業者からの返答
Dear Jaap,
My name is Kiril Kostov and I am the manager of the agency. I am truly sorry for your experience.
This was not a scam, but the result of an extremely serious and unforeseen medical emergency. I personally manage the organization of our day tours, and at that time I suffered a severe accident in Morocco that required multiple surgeries and more than 10 days in intensive care in Casablanca. During this period, I had no access to my phone or any electronic devices.
The phone number provided to guests is our customer support line, which I personally manage, and it was therefore unreachable during my hospitalization. This is why the pickup did not take place.
All affected guests were fully refunded. We have been operating for over 10 years with a strong history of positive reviews, and this situation is unprecedented for us.
I can provide evidences from the hospital as well as scary photos of myself as a proof of my words if necessary.
I sincerely apologize for the inconvenience caused and thank you for your understanding.
Kind regards,
Kiril Kostov
Manager
E
Elizabeth_B
January 17, 2026 · via Viator
No communication from vendor
In advance of the tour, we sent multiple Viator messages, wrote an email, and called the provided number 5+ times. We did not select a pickup point because we were already going to be in Rila and wanted to meet there, so we asked where would be best to meet the local guide. No one responded to any of these inquiries, no one reached out to us via the phone number I provided, and so ultimately my husband and I did not go on this tour. (Despite having paid for it!) We had a great day in Rila by ourselves, but there was absolutely no communication from the vendor which was really disappointing.
H
H9613ECpaigeb
November 29, 2025 · via Tripadvisor
Amazing experience!
We had the best day! Guider was very helpful and explained everything we saw. We would really like to do this all over again. Thank you for an amazing day Velko!
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jabessouguie
May 15, 2025 · via Tripadvisor
A great hike
I had a great time. I highly recommend to visit Rila and all the lakes.
Experience of a great quality.
The guide is an expert and I felt quite safe
Everything went according to the plan.
The price is fair
1人が参考になったと回答
3
303arielk
April 26, 2025 · via Tripadvisor
A great experience
Alex was a great guide, picked me up from my hotel and drove us to a point on the mountain, and then we took a jeep up as the chairlift was closed, jeep cost the same as the chairlift. We then hiked around four of the seven lakes, partially with regular hiking boots and partially with snow shoes. Amazing views, had a great time! (visited in late April 2025)
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charlottedC9557QR
March 24, 2025 · via Tripadvisor
Very nice experience
Yesterday we have the opportunity to participate in the excursion and it was a magical experience for us. Accompanied by Alex, our private guide, we climbed to the peak of Mount Rila to have a magnificent view of the lakes. The weather did not allow to complete the entire hike but we highly recommend you to test it! Then we were able to relax in the hot spring thermal baths to perfect this great day. Again thank you to Alex for his kindness and patience.
1人が参考になったと回答
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globalfoodie13
March 18, 2025 · via Tripadvisor
Unique way to experience both the cold and hot in the mountains
There was an initial scheduling issue. However, the company stepped up and made it absolutely right. We had a great snowshoeing and thermal bath trip. Our guide was interesting, a good leader and safety focused. We had a great time
1人が参考になったと回答
J
janeeV5352XC
February 22, 2025 · via Tripadvisor
Totally epic!!!
Was so great!! The lakes were frozen over and had snow on them but given the time of year, it was still worth doing! I really enjoyed! I would recommend this. Alex was the mountain guide and driver. Alex was friendly, kind and caring. He drove very safely and was a fantastic guide. The tour started later due to safety reasons as the weather was very cold. I liked that he took safety very seriously as I know being in the mountains 🏔️ can be a very dangerous territory. I personally wasn’t bothered for the hot springs pool as I don’t like being in the water nor swimming. I did the trip only for the 7 lakes. The rest of the group wanted to do the pools and Alex let me sit with him and we had lunch instead which I was grateful for as I was hungry anyway. What a great day. Totally loved it and would highly recommend it. The views were lush!!!!! I’m a mountain girl and just loved this Trek.
1人が参考になったと回答
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annepN7193UH
February 16, 2025 · via Tripadvisor
Lovers in snowshoes
The snowshoeing was great! The landscapes are beautiful even if the fog was there. Our guide Alexander was great, super nice and very helpful! After hiking small SPA well relaxing! A wonderful day in the past.
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