Our tour with Nikola started off with a guide who wasn’t prepared. The van arrived late (he did call and let us know 👍🏼) and wasn’t ready as the driver had to spend 15 minutes moving his personal stuff around so we could all fit, while telling us to “be patient” when we offered to help him. We stopped at a petrol station and grocery store while he got stuff for the trip, since we’re already prepared. He questioned us multiple times if we had enough food and we assured him WE were fine. He spent at least 15 minutes talking to the worker at the petrol station, AFTER filling the car up, which we found was wasting our time.
Upon arrival at Rila Mountains, we took the chairlift up, and decided on our plan. We finally told Nikola we wanted to see at least one lake since that’s what we came here for, but he encouraged us to do other things since the weather was bad. We finally made our way to the first lake, after him taking us off trail multiple times because he “knew a shortcut”. We made it to the lakes with 2 of us using google maps/satellite to do so. Nikolas phone had died, which we believe was a safety hazard since he was our guide. He seemed clueless at multiple occasions while on trail, we took another one of his shortcuts and had to cross a raging river by taking our shoes off and wading knee deep through, this wasn’t on course.
We finally made it back to the hut and left for the spa. At the spa, Nikola and the worker talked about the plan but they both were having trouble with translations which seemed odd. We spent a good amount of time trying to figure out what they offered and for what price. Finally we stepped up and decided on the pools only and got on with our spa day.
The next day we emailed the company and put in our complaints. We were told to take it up with Viator for a refund because they could not. Kiril replied agreeing with us and that they would do an investigation (this mainly because our guide had been smoking weed on the chairlift and even told us it wasn’t legal here). He said some harsh words about his own guide, which we think was unprofessional from a business standpoint.
So we took our complaint to viator LIKE HE TOLD US TO and when they approached him he changed some of his responses. I had already forwarded the original Email to viator so they could see our conversation. He made it seem like we were trying to scam the company by asking for a refund. He also took out his personal reply to us about Nikola coming to work with red eyes.
He also recommended that we called the police while with Nikola, why would any group of young women do this?! It would’ve made the day even worse/longer dealing with foreign police, etc.
I personally wouldn’t recommend this company as we had a terrible day, then when we sent our concerns we were redirected to another company and then accused of trying to scam. The whole ordeal was extremely unprofessional.