Kempinski Hotel Grand Arena Bansko

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!!!

We loved the Kempinski! The spa was exceptional with every room you could think of (multiple different saunas, steam rooms, snow room, indoor and outdoor jacuzzis, shower experiences, relaxation rooms and pools) and the restaurant food was lovely with different themes each night (Saturday Italian, Sunday Bulgarian, Monday Alps, Tuesday Asian etc). The best part of staying at the Kempinski is the VIP pass - if you are skiing during school holidays this is a must! Gondola queues have been between 2-3 hours a day and with VIP we have gone straight through-it’s worth a stay in the hotel for this alone! And the price was not much more than the normal pass price at about €75 per days for adults (less for children 11 and under). The gondola is next door to the hotel and and you can ski straight back into the ski room at the end of the day.The ski shops in the foyer and the ski room all make the experience easy The rooms are nice but dated but the hotel itself is beautiful and like a winter wonderland. The view from our room (shown in photo) was stunning. I’d def recommend a stay here!

The hotel is really beautiful, with a cozy chalet feel and lovely furniture throughout. I stayed there twice in one month, each time for a long weekend. On both visits, they acknowledged my loyalty status and upgraded me to a nicer room, which I appreciated. During my first stay there was a welcome amenity, but surprisingly there wasn’t one the second time. The staff were friendly overall, though they didn’t always feel as experienced as you’d expect from a true five-star luxury hotel. There was also no turndown service which is strange for Kempinski or any luxury hotel chain. On the positive side, the spa is excellent and the hotel has a great atmosphere. Breakfast was also very good, with plenty of variety and high-quality options. I hope the hotel will develop their employees because this beautiful property deserves it.