KEMPINSKI HOTEL GRAND ARENA

Excellent hotel and facilities, amazing breakfast just by the gondola. Really enjoyed it. However, was disappointed by the room which was room 319 which is not on par with other Deluxe rooms with a mountain view due to the cooling machine (I think that's what it was) that is just by it and being just above the restaurant which means bar-b-que smoke during summer weekends. I was even more frustrated when I found out that the hotel management is aware of this. You can read this review: https://www.tripadvisor.com/ShowUserReviews-g318870-d551018-r942257370-Kempinski_Hotel_Grand_Arena_Bansko-Bansko_Blagoevgrad_Province.html I think this room should be offered for a lower price.

I would like to extend a special thank you to the team at Kempinski Hotel Grand Arena Bansko for the warm and personal welcome. My husband and I were celebrating our wedding anniversary, and we were pleasantly surprised by a wonderful gesture from the hotel – a small cake with a lovely message. We were truly touched by this thoughtful gesture and will definitely visit you again.

We recently stayed at Kempinski Hotel and unfortunately our experience did not meet the expectations of a 5-star property. First, the overall service was disappointing. The staff did not show the level of professionalism, attentiveness, or hospitality that guests normally expect from a luxury hotel. Communication was poor and when we raised concerns, they were not handled properly. In addition, we had a very negative experience with the ski rental service arranged through the hotel. We were charged for the rental, but when the service did not meet what was promised and we requested a refund, it was refused without a proper explanation. This was very frustrating and left us feeling that customer satisfaction was not a priority. For a hotel of this reputation and category, we expected much better service and more responsible handling of guest complaints. Unfortunately, this experience left us very disappointed. They lost us as a customers!!!