Ratings based on 92 Verified Reviews

They paid and stayed. We double-checked.
4.6 out of 5
99% of guests recommend
4.7 Room cleanliness
4.7 Service & staff
4.5 Room comfort
4.6 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by A verified traveller

Great ski hotel

Posted 24-Jan-2016
A great experience hope to return next year. Out door pool and hot tub were great after a day on the slopes
Comment from Hotel Management
25-Jan-2016 by Kempinski Hotel Grand Arena Bansko, Hotel Management
Dear Valued Guest, Greetings from Bansko and thank you for the nice review you have shared with us and your fellow expedia.com travellers! I am more than delighted to hear that you have experienced a great stay at our hotel. I also could not agree more with your comment regarding our outdoor spa facilities- it is indeed ​a true​ pleasure to relax in a warm pool and Jacuzzi outdoors after an exciting day up on the slopes. ​Thank you for you patronage and we are sincerely looking forward to having you again as our guest hopefully next year! ​With warmest regards, Carsten Seubert General Manager​
4 out of 5
Recommended
for Families
by A verified traveller from paris

Un hôtel de très grande qualité

Posted 28-Dec-2015
Pros: L'hôtel est idéalement situé. Les prestations sont de grande qualité.
Cons: Le restaurant est trop cher. Les prix y sont prohibitifs pour la Bulgarie. Le niveau de qualité est au rendez-vous. Mais c'est 4 fois le prix normal.
Location: En plein centre de Bansko. Idéal pour le ski. On est aux pieds des pistes.
J'ai réservé quatre nuits dont celle de Noël. Cet hôtel est parfaitement adapté aux familles. Tout y est pensé avec délicatesse et intelligence. Le jour de Noël était organisé une remise de cadeaux pour les enfants avec un spectacle de chants de Noël.
3 out of 5
Recommended
for Everyone
by A verified traveller

Best of Bansko but not quite Kempinski standard

Posted 28-Dec-2015
Pros: Excellent location next to ski lift. Very good breakfast.
Cons: Should better honor GHA Memberships - these people are not just any guests but obviously regular guests at other Kempinski destinations worldwide
Location: perfect location next to ski lift. Walking distance to old town (15-20 mins). Close to restaurants.
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
Dear Guest, 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, Carsten Seubert General Manager
4 out of 5
Recommended
for Everyone
by A verified traveller from Munich, Bavaria

Only place with good service in Bansko

Posted 22-Dec-2015
Kempinski in Bansko ist the only place with service of good quality in Bansko. Great breakfast and perfectly located to the overpriced ski circus with no serious customer orientation. Service personel in the hotel does care for the guests and their wishes.
Comment from Hotel Management
28-Dec-2015 by Kempinski Hotel Grand Arena Bansko, Hotel Management
Dear N., Thank you very much for taking the time to share valuable feedback regarding your latest ski holiday at our hotel! It gives us great pleasure knowing that our personalised service, beneficial location and lavish breakfast indeed managed to impress you. We look forward to the next opportunity of welcoming you back for another remarkable experience in Bulgaria’s best ski hotel- Kempinski Hotel Grand Arena Bansko! With warmest regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Everyone
by A verified traveller from Sofia, Bulgaria

Absolutely wonderful!

Posted 23-Nov-2015
Pros: A great place for a quality vacation.
A great staff making you feel at home, incredible quality of restaurants and lobby bar, swimming pools, etc, perfect service and room view, great location, beautiful interior. One of the best Kempinski hotels in Europe.
Comment from Hotel Management
30-Nov-2015 by Kempinski Hotel Grand Arena Bansko, Hotel Management
Dear Elisaveta, We would like to thank you for the fantastic review you have shared on expedia.com about Kempinski Hotel Grand Arena Bansko- the only member of the Kempinski family in Bulgaria! Thank you for your kind words of appreciation for both our staff and hotel facilities. It is indeed with great pleasure to learn that we have managed to provide you with a truly remarkable stay. We are grateful for your patronage and are very much looking forward to the next opportunity of welcoming you back! With warmest regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Business Travellers
by Raymond

Lost keys

Posted 26-Oct-2015 on Hotels
The hotel was first class and I would recommend it to my friends I had one issue when staying in the hotel. The front counter lost my car keys and it took thirty minutes to find them after scearching my room twice they found them in a bottom drawer .
Comment from Hotel Management
04-Nov-2015 by Kempinski Bansko, Hotel Management
Dear Raymond, Thank you for choosing to stay at Kempinski Hotel Grand Arena Bansko and for taking the time to write this review. We are glad to hear that you generally enjoyed our hotel. On the other hand, we would like to apologise regarding the situation with your car keys, which I will personally follow up on and ensure that this does not happen again. We trust to have the opportunity of welcoming you back as our guests! Kind regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Families
by A verified traveller

Posted 03-Oct-2015 on Hotels
Good hotel, great sevices
Comment from Hotel Management
05-Oct-2015 by Kempinski Bansko, Hotel Management
Dear Guest, Thank you for choosing Kempinski Hotel Grand Arena Bansko for your autumn vacation in the Pirin Mountains. We are delighted to learn that you have had an enjoyable stay with us and are looking forward to welcoming you back in the nearest future! Best regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Families
by Georgi from Sofia

Best Mountain Hotel in Bulgaria

Posted 24-Sep-2015 on Hotels
A 5 star hotel with all the advantages of renowned chain franchise - top service, good rooms and beds, excellent breakfast and great location. This is my third stay at this hotel and for the first time there were minor hick ups with the cleaning service. Another disadvantage of the stay was the presence of the Bulgarian version of "Gumball Rally" participants who were creating too much noise late at night.
Comment from Hotel Management
25-Sep-2015 by Kempinski Bansko, Hotel Management
Dear Georgi, Allow me to begin by thanking you for your loyalty throughout the years and for sharing your valuable feedback from your recent stay with us. We were very pleased to read about your positive impressions of our hotel facilities and in particular of our luxury rooms, lavish breakfast, beneficial location and personalised service. We also sincerely appreciate your feedback regarding the room cleaning as it gives us the opportunity to follow up on your experience and ensure that our services are up to the usual Kempinski standards. Thank you once again for choosing Kempinski Hotel Grand Arena Bansko and we are looking forward to your next vacation with us! Kind regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Couples
by Robert from Holland

Excellent Hotel

Posted 23-Sep-2015 on Hotels
Our stay was short but we are definitely coming back. The hotel has the real Kempinski standards. The quality of service food and accommodation meet our expectations. Keeping in mind that I am a Swiss Hotel Management Graduate. Good job to the team of Kempinski Grand Arena.
Comment from Hotel Management
25-Sep-2015 by Kempinski Bansko, Hotel Management
Dear Robert, Thank you for the flattering review you have shared with us regarding your recent stay at Kempinski Hotel Grand Arena Bansko. Ensuring the satisfaction and comfort of each guest is indeed our top priority for the entire team and it gives us all great pleasure knowing we have managed to accomplish this purpose. Thank you for your patronage and we are looking forward to welcoming you back for a longer vacation at the foot of the majestic Pirin Mountains! With warmest regards, Carsten Seubert General Manager
5 out of 5
Recommended
for Everyone
by A verified traveller from London

Bansko relaxation at its best!

Posted 05-Sep-2015
Pros: Everything. Breakfast on the patio. Great pools to relax in.
Cons: Can't think of anything.
Location: Hiking in Prin National Park is most recommended. Head up in the Gondola or drive up to Vihren and then get your hiking boots on!
Excellent facilities. Excellent location next to the start of the Gondola that allows easy access to the ski resort and wilderness beyond. You can either cycle or walk through the forests around the hotel or head up to Vihren and into the Pirin National Park. Bansko has plent of places to eat. The hotel has indoor and out door pools, jacuzzis to relax those weary muscles at the end of a day of hiking, an excellent morning breakfast spread, and restaurants if you so wish to eat in the hotel. Rooms are clean, specious and modern. Staff attentive. No complaints. Hopefully head back there again.
Comment from Hotel Management
08-Sep-2015 by Kempinski Hotel Grand Arena Bansko, Hotel Management
Dear Nigel, Thank you very much for taking the time to write such an excellent review regarding your stay at Kempinski Hotel Grand Arena Bansko this summer. We are very pleased to hear that you had a truly remarkable experience with us and that you enjoyed all of our hotel facilities. Our team is daily striving to ensure the best luxury service to our guests and there is no greater reward than knowing that our efforts have been appreciated. We are sincerely hoping to welcome you back for another rewarding vacation in the picturesque resort of Bansko! Best regards, Carsten Seubert General Manager