When I go skiing i tend to book through a tour operator in England. However, I have been to Bulgaria in the summer and booked things seperately (flights, hotels ect...). I had similar problems as you have had (delay to emails) but it all worked out in the end. I think things are just done differently over there. Have a great time, borovets is amazing.
Thanks Sam, It's reassuring to know that - thanks to all the posts on here I am happier about dealing with the agents and hope to have our accommodation confirmed in the not too distant future.
Darrell