Kempinski Hotel Grand Arena    

This is one of the best hotels I have ever visited in Bulgaria. Brilliant service all around - from the valet parking, through front desk and restaurant staff, as well as housekeeping. The room was spacious and had all amenities needed for a comfortable stay. Luxury bathroom featuring both a bath and a shower with all sorts of toiletries that were replenished twice a day. Fast and reliable WiFi all around the complex. The breakfast was fresh and plentiful even on lower occupancy days when guests had to choose from a menu. I quite enjoyed the freshly squeezed grapefruit juice and the complimentary lemon juice shots at breakfast. All in all, a brilliant and perfectly run hotel in every aspect.

The only thing I can identify as a negative is the fact that the restaurant and mini bar are rather overpriced. The value for money there just doesn't quite match, in my personal opinion.

Everything was excellent.A True 5 star hotel

mountain view

housekeeping

Perfect location next to the gondola lift and the end of the ski track so you start and finish skiing directly at the hotel. Beautiful mountain view (if you chose a room with one). Plenty of typical restaurants around. In the summer you can have a bicycle for free from the hotel. Nice indoor and outdoor swimming pools (one of the outdoor can be used in the winter as well). Kids club (very important if you have couple of them). Good and fast service. Nice breakfasts in the package.

The matrasses were not very comfortable and here and there you can see everyday wears and tears but the hotel will be renovated this may and those will be fixed or at least I hope so.

Room size ,balcony,food,friendly staff

We had finished our breakfast before we were offered tea or coffee and asked 3 times before it arrived.A Man was walking naked in the spa.

Kempinski Bansko location location location!!! We stayed in a room with mountain view over looking the ski road. The view was amazing. For this hotel to be a 5 star we felt very at home. The staff were helpful and friendly. Spa area is world class, pure luxury. We both had treatments not expensive for what you get. Don't leave without getting a massage, best ever! Will go back cant rate this hotel highly enough.

Tea or coffee facilities not in room!

Excellent location, comfortable room, nice breakfast, great SPA-facilities, good service

Service during breakfast was odd: tea/coffe could be served one day and not offered another, tables were cleaned only upon special request...

Friendly staff, large variety in the breakfast buffet . Location was the best next to all restaurants , bars and shops. The best was the gondola vip pass where u skip the large lines waiting. The view from the rooms to the arena was fantastic xxx

Everything was perfect, especially staff! They were very kind and friendly, and have answered on every our request in a minute. Nice,large room; all spa facilities without extra charge.

Maybe there should be a pool for children; because some parents took their children into hot tube, despite it isn´t allowed.

Amazing hotel! The best in Bansko.

Very good value for money, best location in Bansko, great SPA, with professional therapists and those warm stone beds for relaxation...

Maybe the staff should practice their English, as sometimes they nod but their actions show that they didn't understand what the request was. Otherwise they're friendly and polite.

All was great!

the service of the staff.

rooms shall be technical checked- hairdryer was not working. ventilation system control shall be improved.

Very friendly staff, perfect English. Very good SPA, clean and well organized.

A very nice hotel - the quality was as a five star hotel should have.

There were contruction workers that were using the elevator for the guests and we had to use the stairs.The same re-construction was sometimes noisy and disturbing.

service

everything is clean, the staff is excellent , room service ok.

The energy of the hotel is without love, and you do not feel very relaxed .

Nicely located. Out of season but all operational. Friendly staff.

We visited out of season to see its viability for ski-ing. First-rate hardly does the hotel justice everything is the best We are ski-ing there in February.

Excellent all round

Nothing. Dinner menu set meal was restrictive, especially for children.

The size of the room, the comfortable bed and good breakfast. The Spa and beauty facilities were very good.

I have stayed in many hotels in Bansko, Bulgaria and this is definitely the best hotel there. Everything was perfect, from the stuff to the location. High 10!

Everything is great and I can't say a single bad word.

Very good hotel for the reasonable price (in the summer). All the staff are very polite and careful. Room are great, restaurant food is delicious, very good breakfast!

The vip entrance to the lifts is really smart and can increase skiing time in winter especially in week ends, but not useful in no snow period. Management has taken really good care of the cleanliness both of the rooms and the public areas. We have seen much better spas but seems to be exceptionally good for Bulgaria, since the place has got a lot of awards. The kit for the babies (including bath cream and shower gel as well as bathrobe and slippers) is one of the best offered.

Breakfast variety was ok and food fresh but in a busy week-end you have to wait ten minutes in the queue to serve yourself and many times to find out that refilling takes also long time. Most annoying thing ever happened to me is to be stopped, in front of all people around, by the waiter cause we took one banana, one kiwi and one orange to blend later for our 14 month old daughter. This was according to the policy of the hotel and first time in my life I felt like a thief. Aditionally, our two rooms had been arranged to be in diferent buildings of the hotel. In the request to be in the same building it was offered as alternative the upgrading from junior suite to executive with the additional normal charge (not happy at all). Manager on duty explanations insufficient "That staff has to follow policies in the hotel for first issue and my omission during booking to explain that our rooms should be close eah other for the second". Behavior of people can spoil your week end. I will not visit again the place. There are a lot of descent hotels in the area with much lower prices. First Kempinski hotel that left us with disappointing feelings.

It`s just fine, definitely the best hotel in Bulgaria.