Emerald Hotel    

The Internet worked for only 1 day of 7; we paid 7 days and it was impossible to be reimbursed. It rained in the corridor of the hotel, just near the reception and the hotel staff was very serene. The first day they put 2 pails, the second day 3 pails and after 4. After 8 days of stayed in the hotel, it still rained in the hotel and the pails were still there near the reception.
The room was very cold the first day of arrival, after we succeded to warm the room, but we shaked the first day.
The milk in the restaurant was undrinkable - white water... We brang every morning our milk bought at the market for our children, the food quality and quantity completely unsatisfactory. It was not our first stay in Bulgaria, but this hotel and the staff&manager behaviour change completely our impression on your country.
We will not return in Bulgaria in the near future, as we need several years to forgot this experience.
We read the comments about this hotel on Trip Advisor and unfortunately everything written there is true... only bad comments.

I had stayed at the Emerald Spa Hotel over the 2012 Feb UK school half term with my two sons aged 14 and 11. The hotel has a good spa a relaxation area within the basement of the hotel. The pool was somewhat small but adequate for a quick dip. Breakfast typically was a continental self service affair with the usual scrambled/boiled eggs, cereal's cold meats and cheeses etc which we were more than happy with. Evening meal's tended to be typically local (Bulgarian) but as we have stayed in Bulgaria previously, the boys and myself enjoyed the varied stewed meats, pasta and fresh salad's. The location was perfect and as stated on the web site, a short shimmy around the Kempinski hotel had you arriving at the Gondola within a 5 min walk. Snow condictions were perfect with great snow all the way down the mountain.
I don't want to harp on about the obvious Gondola queu's, but as we were relativle close to the Gondola, we settled into a quick routine, arriving at around 8ish in the morning and had no problems (Even though it was UK half term).
From the boys and myself, I would like to thank BulgariaSki for a faultless process from on-line booking, transfers, flights, lift passes, ski hire and tuition.
Great holiday and would recommend more UK residents looking for a good value ski holiday at considerable cheaper prices than our usual high street booking agents, to make contact with Bulgaria Ski before leaping into overpriced travel agents.
Thanks again,
See you next year.
L.K.