Murgavets

Your location Grand Hotel Murgavets Pamporovo centre, Pamporovo, 4870 Смолян, Bulgaria Hotel Claudia Sandu 164 points   Edited 7 minutes ago Reply to Hotel answer: This was not a family friendly environment! You allowed just a couple of guests to make all this noise! We brought this to your attention and you did nothing! On check out the receptionist and hitel manager said they wanted to call the police for all the noise, so you cant say you are trying to make the environment ok for all guests cause that is simply not TRUE! We just asked for a room change to be away for all the noise and we were completely ignored! 1/5 – One of the Worst Hotel Experiences We’ve Ever Had Our stay at Grand Hotel Murgavets was extremely disappointing from start to finish. This hotel is absolutely not a 4‑star property, and the management seems completely disconnected from what proper hospitality should look like. Constant Noise, Zero Control, No Respect for Guests Every single night, groups of unsupervised children were yelling, screaming, running through the hallways, knocking on doors, and playing with the elevator for hours. Their parents were sitting in the lobby drinking and cracking seeds, ignoring everything. There were around 10 kids running wild at 23:00. We also have a child, so we are not unreasonable — but this level of chaos is unacceptable in any hotel, especially one claiming to be 4 stars. Customer Service That Simply Doesn’t Exist We reported the issue to the receptionist (a young boy who tried, but had no authority or effectiveness). We asked for a room change. The next morning, we went again to the reception. The main receptionist, who spoke very poor English, told us he would “check” and call us by 10:00. No one called. At 12:00, I went back myself. I was told maybe after 14:00 there would be rooms — on the ground floor, right next to the lobby where all the noise happens. This felt like a joke. We waited until after 14:00. No call. No update. No solution. Our problem was simply ignored. The customer service is extremely poor, unprofessional, and far below any acceptable standard. More Noise From Outside Right in front of the hotel there is a pub/restaurant called The White Hart that plays extremely loud music late into the night. Combined with the chaos inside the hotel, sleeping was almost impossible. Room Quality – Acceptable at First Glance, Terrible in Reality The room was ok-ish when we first walked in, but the details tell a different story: - very small room - tiny bathroom with nowhere to hang towels or bathrobes - bathroom door that doesn’t close properly - ceiling visibly deteriorating - room door also not closing properly - wallpaper peeling off in several places - the shower battery was coming out of the wall, and you had to hold it while showering - a grotesque, old refrigerator that does not belong in a 4‑star hotel - cardboard cups provided, but no spoon or stick to stir anything Everything felt old, neglected, and poorly maintained. Final Verdict The hotel is noisy, poorly managed, and absolutely not worth the price. Our issue was never resolved, the staff showed no initiative, and the management’s English level made communication unnecessarily difficult. Between the chaos, the lack of control, the poor room conditions, and the complete absence of customer service, this hotel does not deserve its 4‑star rating. I strongly do NOT recommend Grand Hotel Murgavets. P.S: shuttle bus goes to Malina, nothing to Studenets, so if you are not skiing, taxi is your only option.

Excellent facilities, beautiful room. Efficient shuttle service to the ski slopes. Lovely breakfast and spa. The staff at reception and at the bar are really friendly and helpful. Will be back!

❌ 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 service standards.