Grand Hotel Murgavets — Hotel in Chepelare

⚠️ Disappointing Experience Marked by Unprofessional Conduct and Billing Confusion

We had a disappointing experience at this hotel, and I want to share the details so other travelers are aware and can avoid being misled or overcharged.

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What happened: We called ahead to confirm our booking and were told breakfast was included in the room rate. When we checked out, we received a confusing and unclear bill — not itemized the way reputable hotels (like Marriott or InterContinental) would present it. We politely asked the front desk agent to explain the charges, but she became defensive and said she didn’t know because “it’s confusing.” Instead of clarifying, she acted panicked and argumentative, interpreting our calm request for an explanation as a personal attack. We later discovered that breakfast was not included, and the hotel charged us for breakfast for all guests — even though two people in our group did not eat breakfast at all. When we asked for those charges to be removed, the hotel refused. Shockingly, the same front desk employee told us we needed to apologize to her for asking questions about our bill.

Be aware of the following before staying here: • ✅ Get all room and meal inclusions in writing (email confirmation with prices and breakfast terms). • ⚠️ Double-check your bill carefully before paying — the format can be confusing and vague. • ❌ Don’t assume breakfast is included even if they tell you it is over the phone. • 🚫 Be cautious of staff behavior — defensiveness or confusion about billing is a red flag. • 💳 Pay by credit card for protection in case you need to dispute charges later.

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Bottom line: This experience left us with serious concerns about transparency and professionalism at this property. Guests deserve clear communication and accurate billing, not confusion, hidden fees, and emotional reactions when asking for clarification.

She also made an offensive remark when I explained that I cannot read in Bulgarian. Despite my efforts to communicate respectfully, she responded by saying it was “very sad” that I couldn’t read the language — an unnecessarily condescending comment. As a Harvard alumna, I found her attitude both unprofessional and discourteous.

We are NEVER...

The breakfast was quite monotonous—during our 4-day stay, there was no variety, and each day, the selection decreased. For instance, the banitsa, which was one of the more reasonable options, was available only on the first day and in small quantities. There should be more homemade options, not just fried bread from old loaves. It would be great to offer nut milks and choices for vegetarians and people with lactose intolerance. The fruit wasn’t very good either. There was no hot water kettle for tea, and there was always a long wait for the coffee machine. The breakfast options should be more varied, with at least some changes each day. On the last day, we were left eating whatever was left. The staff did a good job cleaning the tables and were responsive when needed.

The person on the reception I believe he was also the Manager was really kind and supportive.

As for the lobby bar, there was never anyone present, so we couldn't use it. It was odd that hotel guests had to pay extra to use the foosball table and pool tables. If there's a charge, it should be more symbolic.

The hotel has been renovated inside, which is nice, and our room was great. However, the balcony lacked basic amenities—no table or chairs, making it unusable. Additionally, the room was uncomfortably hot, and we couldn’t sleep even with the balcony door open. We had to call reception to adjust the temperature.

We didn’t use the spa, so I can’t comment on that.

Our biggest issue was the presence of numerous stray dogs right outside the hotel entrance. Every time we went in or out, it was stressful, especially because we had our own dog with us. One day, two large dogs attacked us right at the door, and we were lucky the door closed before they...

❌ Very disappointing experience – definitely not a 4-star hotel ❌||We stayed at Murgavets Hotel in Pamporovo for three nights with a friend and our dog. We paid an extra 90 BGN (30 BGN per night) for our pet, expecting a comfortable and peaceful stay. Unfortunately, it turned into a stressful and exhausting experience.||✅ Positives: We were accommodated in a maisonette, and the view from the room was beautiful. That was the only good part.||❌ Major issues:| • There was a large pack of 10–12 stray dogs right outside the hotel entrance every day. Some of them were quite big (~30 kg). Every time we went out with our dog, we were afraid of being attacked. Instead of comfort, we got anxiety and constant alertness.| • We tried calling 112 for help, but no one answered. The hotel manager apologized and said they would “try to do something,” but it was obvious the dogs were being fed by hotel staff – clearly, there was no intention of removing them.| • Most shocking of all: the receptionist told us to take a firecracker and use it to protect ourselves when passing the dogs. Absolutely unacceptable and unprofessional for a 4-star hotel!| • At night, we couldn’t sleep because the stray dogs were barking, growling, and fighting just below our window. Our room had no air conditioning, so we had to choose between unbearable heat with the terrace door closed or loud noise with it open.||👉 Bottom line: We left more exhausted than when we arrived. What was meant to be a relaxing vacation turned into a nightmare. We absolutely do not recommend this hotel and will never return. Urgent action is needed to address safety, comfort, and proper...