Best hotel in Bansko by far; close to Kempinski standards. Perfect location right next to ski lift - easy walking distance.
As GHA platium member I did not receive the benefits (upgrade to next room category). Reception replied fully booked but online booking sites showed availability. Had to remind them of room service once. Breakfast very good. Personnel appeared strained, requires somewhat more training reg. Kempinski standards - only Kempinski Mongolia was worse. Need new matrazes.
Comment from Hotel Management
07-Jan-2016 by Kempinski Hotel Grand Arena Bansko, Hotel Management
Thank you for evaluating your experience at Kempinski Hotel Grand Arena Bansko this winter season and for sharing your feedback with us on expedia.com!
It is our pleasure to hear that you remained impressed with the lavish breakfast and the excellent location of our hotel, being the only ski-in ski-out property in Bansko.
On the other hand, it is with regret to learn that certain of our facilities and services did not meet your expectations. As a valued GHA Platinum member, please accept our apologies for not being able to provide you with a next room category upgrade due to high hotel occupancy. If possible, I would be pleased to receive more details in order to personally investigate and further clarify the case for you. The rest of your comments regarding our staff, room service and mattresses will also be communicated to the relevant departments for immediate follow-up and improvement.
We hope that despite the inconvenience you have managed to enjoy your stay with us and trust to have the opportunity to welcome you again as our guests in the near future!
With warmest regards from snowy Bansko,