Kempinski Hotel Grand Arena Bansko

Recent Reviews: 1270

• User:ivonag632

  Trip type: Family

  Disappointed

  16 Mar 2026

  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!!! Kempinski Hotel Grand Arena Bansko, at Kempinski Hotel Grand Arena Bansko, responded to this review Dear Ivona G,Thank you for your detailed feedback. We are sorry to hear that you were disappointed with your stay, especially regarding the service and communication you experienced.We particularly regret the frustration caused by the ski rental charges and the lack of a proper explanation regarding your refund. We are currently reviewing this internally with our team and rental partners to ensure such issues are handled more responsibly in the future.We would value the chance to discuss this with you directly. Please feel free to reach out to us at reception.grandarena@kempinski.com so we can look into your case further.Kind regards,Rene DetzenGeneral ManagerKempinski Hotel Grand Arena Bansko

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• User:Alexis B

  Trip type: Family

  Perfect ski hotel

  18 Feb 2026

  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 easyThe 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! Kempinski Hotel Grand Arena, Owner at Kempinski Hotel Grand Arena Bansko, responded to this review Dear Alexis B,Thank you so much for your wonderful review! We are thrilled to hear that you had such a fantastic stay at Kempinski Hotel Grand Arena Bansko.It is great to know you enjoyed our extensive spa facilities and the variety of our themed dinner nights. We are especially glad that the VIP gondola pass made your holiday so much smoother - avoiding those holiday queues is truly a game-changer for any skier!Your kind words about our winter wonderland atmosphere mean the world to us. We can't wait to welcome you back for another seamless ski season!Kind regards,Rene DetzenGeneral ManagerKempinski Hotel Grand Arena Bansko

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• User:Peter R

  Trip type: Family

  Mediocre experience at a beautiful property

  14 Jan 2026

  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. Kempinski Hotel Grand Arena Bansko, at Kempinski Hotel Grand Arena Bansko, responded to this review Dear Petar R,Thank you for choosing our hotel twice within a month and for taking the time to share such a detailed review. We are truly pleased that you appreciated the cozy atmosphere of our chalet, the quality of our breakfasts, and the standard of our spa complex.At the same time, we are sorry that the lack of a complimentary arrival and turndown service left you feeling unfulfilled. We have already passed your comments on to the heads of the relevant departments.Your feedback on staff training is a valuable contribution. We truly strive to ensure that the team's professionalism matches the level of the hotel itself, and your comments will encourage further training for our employees.We look forward to your next visit and the opportunity to exceed your expectations in every aspect of your stay.Kind regards,Rene DetzenGeneral ManagerKempinski Hotel Grand Arena Bansko

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• User:785iliyak

  Trip type: Family

  Lackluster service.

  03 Jan 2026

  We stopped by the Kempinski Hotel & Resort Bansko for a quick brunch on the last day of our vacation. The restaurant was not busy, yet the service felt rushed and somewhat disorganized.We ordered two hot chocolates for our daughters and coffee for the adults and our son. While serving the drinks, the server accidentally spilled an entire hot chocolate onto our youngest daughter and her red winter jacket. Our daughter remained calm, but the server appeared very flustered. My wife immediately stepped in to reassure her, saying that everyone was okay, that accidents happen, and even checking to make sure the server’s hand was not hurt.The server did apologize verbally and brought a replacement hot chocolate, which we appreciated. However, beyond that initial moment, there was no real acknowledgment of the situation. There was no follow up, no check in, and no attempt to address the fact that a hot drink had been spilled on a child and her clothing. What stood out most was that the concern we showed for the server seemed greater than the concern shown for our daughter afterward.When we returned to the table, the food itself was good, and we made an effort to move on. Still, the lack of any further response or recognition was surprising given the setting.When it came time to leave, my wife paid the bill of 80.18 BGN in cash, giving 90 BGN to the same server involved in the incident. The remaining amount was assumed to be a tip. Nothing was comped, and no gesture of goodwill was offered. While we were not expecting compensation, some acknowledgment would have gone a long way.To add to this, when we left, our table still had wet napkins and chocolate milk on the floor. Nearly an hour later, it still had not been cleaned up, which reinforced the feeling that the situation had simply been overlooked.Accidents happen, and we understand that completely. What made this experience disappointing was not the spill itself, but how little care was shown afterward. For a hotel presenting itself as a five star resort, this was a surprising and disheartening experience.Incident happened at the Bansko Kimpinksi hotel lobby coffee bar on Dec. 21, 2025 ~11am - 12:30 pm. Kempinski Hotel Grand Arena Bansko, at Kempinski Hotel Grand Arena Bansko, responded to this review Dear Iliya K!Thank you for taking the time to share such a detailed account of your recent visit to our Lobby Bar. Please accept our sincerest apologies for the incident involving your daughter and the subsequent lack of care you experienced.It is disheartening to learn that the compassion your family showed our staff member was not met with the same level of concern and proactive service from our side. While accidents can happen, the true measure of our hospitality lies in how we respond to them. The fact that the spill was not properly cleaned and that no gesture of goodwill was offered is unacceptable. We have already addressed this specific incident with our Food & Beverage management team to ensure that such a lack of follow-up never recurs. The safety and comfort of our guests, especially children, must always be the priority.We would very much like the opportunity to make this right and regain your trust. Could you please contact us directly at reception.grandarena@kempinski.com or +359 749 88888? We would like to discuss how we can offer a proper gesture of apology for your daughter and your family.Thank you again for your patience and for your exemplary kindness towards our team member, even in such a stressful moment. We hope to have the chance to welcome you back under much better circumstances.Kind regards,Rene DetzenGeneral ManagerKempinski Hotel Grand Arena Bansko

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• User:ThomasKirch

  Trip type: Family

  Down's and Up's

  19 Oct 2025

  I stayed at the Kempinski Grand Arena Bansko for 8 nights. Check-in was friendly and smooth, with a personal greeting from the lady in red. The hotel is certainly showing its age, but it is gradually being renovated. I had a spacious 2-room suite with an additional room, both with a view of the small town. The new furnishings in these two rooms were good. However, even this 3-year-old room was already showing very clear signs of wear. My previously communicated requests were very well implemented. Unfortunately, the cleanliness and maintenance of the room were rather mediocre and not worthy of the standards of a 5-star Kempinski hotel. Torn topper, dust on the headboard of the bed, thick dust on the picture frames in the living room, hair on the topper as well as obvious stains, obvious stains on the bidet, dirty walls in the bathroom, water stains on the mirror, rusty toilet brush container, dirt on the shelf with the glasses, dirt on the shelves, a curtain could not be closed, the sliding door to the walk-in closet was removed, broken skirting boards in the living room, sticky residue on the carpet, dirty windows and cobwebs, a broken telephone, and the light in the second room was very difficult to turn on and off because the switch for the bathroom light was broken (so after the room was cleaned, the fan and light ran until I turned it off again). I could expand this list, but that would be too much. Everything was reported to the hotel immediately, and whatever was wrong was fixed immediately. (Maintenance could only replace the telephone with an old one.) Turndown service wasn't always immediate; sometimes everything was done, sometimes almost nothing.Room cleaning was often poor. Glasses/cups weren't replaced or weren't cleaned properly.The breakfast is extensive and there's something for everyone. However, they could use some new hot dishes, and the quality of some items (sausages, hummus, quacamole, some fruits) was poor. The staff were friendly, but some were extremely pushy. Unfortunately, all the sausages, white beans in tomato sauce, scrambled eggs, and Asian noodles were often cold (the warmer didn't work).The lobby bar service was also inconsistent. I can recommend the cakes, though; they're really excellent.The Come Prima Restaurant is certainly on the more expensive side, but it's worth a visit if you want to try something different from traditional dishes (although there are a few classics here too). The quality is good to very good, with a few minor exceptions. The service was truly excellent and attentive.The food from the room service was one of the worst which I ever get in a hotel. What stopped me from giving it a 3-star rating, however, are the many long-standing employees and some new ones who truly live and breathe service. After 4 years, it's starting to feel like coming home.Unfortunately, the prices for overnight stays are not in line with the basic services you receive (cleanliness/maintenance). Everything is also inconsistent in its execution.I plan to book again, however, to finally get the great overall product I received four years ago. Elena Gemkova, Revenue Management at Kempinski Hotel Grand Arena Bansko, responded to this review Dear ThomasKirch,Thank you for taking the time to provide such a detailed and honest review of your recent stay at Kempinski Hotel Grand Arena Bansko!We apologise for the issues you experienced with room cleanliness, maintenance, and the inconsistency of services. Your feedback is shared with the team and it will help to improve the quality of our hotel product and services.We value your loyalty, and we hope to have the chance to welcome you back as our guests!Kind regards,Rene DetzenGeneral Manager Kempinski Hotel Grand Arena Bansko

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