Room in B&B - Hotel Moura Double Room

Hotel is close to Gondola lift, wifi is very slow almost not working in every room,it works only in lobby. Staff working at the reception are very cold and without any interest to guests,only guy at the lobby bar is smiling.Beds are all twin in all rooms and they are uncomfortable,they put them together if there is a couple but when you turn around they separate and creak.We had a plug in and the socket just behind our pillow.There is no shelf in the bathroom,so the toiletries has to stand on the floor and the shower curtain is short and the whole bathroom gets splashed.Housekeeping ladies are nice,they make beds every day and change towels.Hotel is warm and breakfast is good.

I recommend avoiding this hotel. Awful attitude, rude personnel/manager, disrespectful and not client oriented. Troubles started when we booked this hotel in Sept 2024 through travel agency, for the holidays between 27.12.2024-02.01.2025 for a total of 4 families). Due to overbooking we were announced, 2 weeks before our holiday and after we fully paid the package, that due to some misunderstanding/overbooking at the hotel, out of the group, our family didn’t have the reservation valid anymore and we had to accept to be accommodated with another hotel, apart from the group. Nevertheless, we still had with Moura the reservation for New Years Eve festive dinner. On the 31.12.2024, in the morning I went to Moura Hotel to check if everything is ok with our dinner reservation – the personnel at the reception checked their system and confirmed the dinner reservation. Despite this, on 31.12.2024, in the evening when we arrived at Moura for the festive dinner, the manager who was coordinating the event, effectively took us out of the restaurant, yelling at us and treating very disrespectful saying that we have no reservation, because they did not receive the money for our dinner reservation and we are not his problem as we are not guests of his hotel (repeating this for several times on a very high tone, very offensive and treating treated with disrespect and verbal aggression). After one hour of waiting in the reception, as the representative of the travel agency kept saying and reconfirming to me that everything is paid and they should accept us for dinner, the Hotel representative, still yelling and with angry attitude agreed to our reservation (seemed that the intermediary Bulgarian agency made a mess and did not paid in time to Moura), but as they still had not any places setup for us remaining to see where they would make some room for us in the restaurant, we chose to leave and find another place to spend the New Year’s Eve. Bottom line, the problem is the personnel attitude and rudeness, aggressive approach (verbally), and the fact that they did not tell us about the problem in the first hand, in the morning on the 31.12.2024, when we checked with them and their willingness to solve the problem was debatable, without any client-oriented attitude (we felt like we were beggars, despite the fact we were only asking for a service we had paid for).

The quality of this hotel and it's staff is very poor. We booked three rooms, all of which looked nothing like as advertised. The mattresses were old and extremely uncomfortable. The fixtures and fittings were old, broken, and in some cases like the shower we are actually dangerous. Complaining to the staff was pointless, they are just not interested and come across as rude and hostile. As for the service, the bar in the hotel is not manned so not easy even to order a coffee or a beer. After waiting for 15 minutes to be served I asked a staff member if I could get served, they smirked and said, "Can't you wait a minute. The room.service is awful. They don't wash the coffee cups, replace the coffee, shower gel etc. Water was provided on check in but not afterwards. All in all, one of the worst hotels I've ever stayed in.

It's a total scam! Totally non professionals! They never refund cancelled reservations and they don't even communicate. They are the best in charging you the first day of booking but even 15 days after the cancelation still to return the money. Avoid them!!!

Due to unexpected engagements at work, one week in advance we tried to change dates and someone who rather sounded like mobster told us in very disrespectful way over the phone that we will probably loose our reservation fee. So, we changed business plans instead and finally came to Moura hotel. The experience in summary: rude staff, poor hygiene, terrible dinner. Stay away from this hotel if you are looking for lodging in Borovets.

At first glance, Hotel Moura seems decent, but it's a letdown once you're inside. The standard double rooms are tiny and not very nice, with basic mattresses that feel like they could fall apart. The staff are pretty rude and pushy. We had a situation where my daughter had a nosebleed, and they charged us a whopping 70 euros just to replace a basic bed sheet for a single bed. To top it off they tried to charge me extra for drinks I never had. It's pretty clear all they care about is extroting money from guests.