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Reviews of Kempinski Hotel Grand Arena

5 out of 5
Kempinski Hotel Grand Arena
Pirin Street 96, Bansko

Reviews

9.4

Exceptional

Rating 10 - Excellent. 208 out of 271 reviews" "
Rating 8 - Good. 48 out of 271 reviews" "
Rating 6 - Okay. 11 out of 271 reviews" "
Rating 4 - Poor. 2 out of 271 reviews" "
Rating 2 - Terrible. 2 out of 271 reviews" "

9.4/10

Cleanliness

9.6/10

Staff & service

9.2/10

Amenities

9.4/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

8/10 Good

Julian Michael

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location and lovely staff.
Stayed 6 nights in Jan 2024
Response from Rene Detzen, General Manager on Feb 6, 2024
Dear Julian Michael,Thank you for your positive feedback!We are glad to hear that you had a nice stay with us and we look forward to welcoming you back again in the future!

10/10 Excellent

Elvis

Stayed 7 nights in Jan 2024
Response from Rene Detzen, General Manager on Feb 5, 2024
Dear Elvis,Thank you for being our valued guest and for taking the time to share your positive experience at Kempinski Hotel Grand Arena Bansko.We hope to have the pleasure of welcoming you as our guests again.Kind regards,Rene DetzenGeneral ManagerKempinski Hotel Grand Arena Bansko

8/10 Good

Albena

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Jan 2024
Response from Rene Detzen on Jan 17, 2024
Thank you for choosing Kempinski Hotel Grand Arena for your stay in Bansko and for sharing your feedback!We will be glad to welcome you back in the future.Kind regards, Rene DetzenGeneral Manager Kempinski Hotel Grand Arena Bansko

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Kempinski Bansko on Aug 8, 2023
Dear Michael,Thank you for being our guest and sharing your feedback with us.We are pleased to know that you have enjoyed your stay and we hope to welcome you back in the future.Best regards,Rene DetzenGeneral Manager

10/10 Excellent

Aneta

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jul 2023
Response from Kempinski Bansko on Jul 30, 2023
Dear Aneta,Thank you for being our valued guest and taking the time to rate us!We look forward to welcoming you back in the future!Best regards,Christian RugeGeneral Manager

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Mar 2023
Response from Kempinski Bansko on Apr 6, 2023
Dear Valued Guest,Thank you for the high score and we hope to welcome you back in the future!Best regards,Christian RugeGeneral Manager

10/10 Excellent

moshe

Stayed 4 nights in Feb 2023
Response from Kempinski Bansko on Mar 27, 2023
Dear Moshe,Thank you for being our guest and for taking the time to share your feedback with us.We are happy to know that you have enjoyed your stay at Kempinski Hotel Grand Arena Bansko and we hope to welcome you back in the future.Best regards,Christian RugeGeneral Manager

10/10 Excellent

Kristine

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great ski hotel
Very good stay right on the ski slopes, great wellness facilities after days of skiing. Outstanding breakfast. Very professional and helpful staff. Probably better visited outside school holidays as it gets very busy and slopes are crowded.
Stayed 7 nights in Feb 2023
Response from Kempinski Bansko on Feb 21, 2023
Dear Kristine,Thank you for choosing Kempinski Hotel Grand Arena for your recent stay in Bansko and for sharing your feedback with us.We are happy to know that you have enjoyed your stay and we hope to welcome you back in the future!Best regards,Christian RugeGeneral Manager

10/10 Excellent

Gabi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jan 2023
Response from Kempinski Bansko on Jan 15, 2023
Dear Gabi,Thank you for being our valued guest and taking the time to share your feedback with us.We are happy to know that you have enjoyed your stay and we hope to welcome you back soon.Best regards,Christian RugeGeneral Manager

10/10 Excellent

Svetoslav

Stayed 2 nights in Aug 2022

10/10 Excellent

Edward

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The best customer service ever!
Stayed 3 nights in Jul 2022
Response from Kempinski Bansko on Aug 1, 2022
Dear Edward, Thank you for being our valued guest and taking the time to share your feedback with us. We are happy to know that you have enjoyed your stay at Kempinski Hotel Grand Arena Bansko and we hope to welcome you back in the future. Thank you! Best regards, Christian Ruge General Manager

6/10 Okay

Marc

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
The hotel has no air conditioning so beware if you go in the summer...it can be very uncomfortable.
Stayed 1 night in Jul 2022
Response from Kempinski Bansko on Jul 21, 2022
Dear Marc, Thank you for sharing your opinion. Please note that we do have a central air conditioning system in our hotel and it does properly work throughout the whole summer season. Best regards, Christian Ruge General Manager

10/10 Excellent

David

Stayed 3 nights in Jun 2022
Response from Kempinski Bansko on Jun 20, 2022
Dear David, Thank you for being our valued guest and for taking the time to share your feedback with us. We are pleased to know that you have enjoyed your stay with us and we hope to welcome you back in the future. Thank you! Best regards, Christian Ruge General Manager

10/10 Excellent

Bozhidar

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Mar 2022
Response from Kempinski Bansko on Apr 6, 2022
Dear Bozhidar, Thank you for being our valued guest and for sharing your feedback with us! We are pleased to know that you have enjoyed your stay and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

8/10 Good

Eyal Yoli

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Mar 2022
Response from Kempinski Bansko on Mar 31, 2022
Dear Eyal Yoli, Thank you for being our valued guest. We hope that you have enjoyed your stay and you will visit us once again in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

Daniel

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing stay
I’ve stayed here many times and have never been disappointed. The hotel, staff and facilities are exceptional. It’s the only hotel to stay in at Bansko
Stayed 3 nights in Mar 2022
Response from Kempinski Bansko on Mar 30, 2022
Dear Daniel, Thank you for visiting is once again and taking the time to share your experience with us. We are happy to know that you have enjoyed your stay with us and we hope to welcome you back in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

Cristi

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very good raport service - money
Service is excellent 👍
Stayed 5 nights in Jan 2022
Response from Kempinski Bansko on Jan 20, 2022
Dear Cristi, Thank you for being our guests and for sharing your feedback with us. We are happy to know that you have enjoyed your stay and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

8/10 Good

Anna

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Dec 2021
Response from Kempinski Bansko on Dec 26, 2021
Dear Anna, Thank you for being our guest. We hope to welcome you back in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel in a great location.
Stayed 6 nights in Dec 2021
Response from Kempinski Bansko on Dec 25, 2021
Dear Valued Guest, Thank you for the high rating review! We are happy to know that you have enjoyed your stay in Kempinski Hotel Grand Arena Bansko and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

10/10 Excellent

Graham, Singapore

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a very nice property set in a fine location overlooking the Pirin mountains and next to the ski lift (although I went in the off-season). The property was pretty empty because of Covid but the staff were very attentive and trying to keep up good spirits in spite of the depressing situation, with limited business and a worrying spike in cases in Bulgaria. I would highly recommend this hotel, even if you don't go in the ski season. The views of the Pirin mountains are spectacular. There are walks and other activities from the doorstep. The spa is very nice with indoor and outdoor facilities that are on a par with what you might find in Thailand. There is a fine dining restaurant that seems to attract the finest trainee chefs and waitstaff from the area, as the standard of food and service was very good, especially for the price. The rooms are maybe a little dated now but still good and have nice balconies. It is also a 10-minute walk from the main street in Bansko with many more restaurants (although most were closed when I visited). In better times, a great place to go for a holiday in the Pirin mountains.
Stayed 2 nights in Oct 2021
Response from Kempinski Bansko on Oct 24, 2021
Dear Maq Graham, Thank you for being our guest and for sharing your feedback with us. We are pleased to know that you have enjoyed your stay and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

10/10 Excellent

Galina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Aug 2021

10/10 Excellent

AMMAR AHMED

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent place compared to the rest of available hotels in the area. Don’t risk your holiday, only stay here.
Stayed 1 night in Aug 2021
Response from Kempinski Bansko on Aug 10, 2021
Dear Ammar Ahmed, Thank you for choosing Kempinski Hotel Grand Arena for your recent summer vacation in Bansko. We are happy to know that you have enjoyed your stay and we hope to welcome you back in the future. Best regards, Christian Ruge General Manager

8/10 Good

Biljana

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Summer Weekend in Bansko
I booked for a twin beds room and we got a double one, but I didn’t complain since it was a short stay. The cleaning of the room was not as we expected. The mattress on the bad was too hard for me… Anyhow the location of the hotel and the view of the rooms with mountain view was excellent. The breakfast is also very good with excellent variety of food. I can comment only that the bread and croissants were not as fresh as one can expect from a 5* hotel.
View from the room 145
Stayed 3 nights in Jul 2021
Response from Kempinski Bansko on Aug 15, 2021
Dear Biljana, Thank you for being our guest and for sharing your feedback with us. Your opinion is important to us and it will reach the attention of our management team. We hope to welcome you back soon. Best regards, Christian Ruge General Manager

10/10 Excellent

Moshe

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jul 2021
Response from Kempinski Bansko on Sep 19, 2021
Dear Moshe, Thank you for being our guest and taking the time to share your feedback with us. We are pleased to know that you have enjoyed your stay and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

6/10 Okay

Andrey

Traveled with family
Stayed 1 night in Jul 2021
Response from Kempinski Bansko on Aug 18, 2021
Dear Andrey, Thank you for being our guest and for sharing your feedback with us. We hope to welcome you back in the future. Best regards, Christian Ruge General Manager

8/10 Good

Graeme

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
20210612
All staff and facilities excellent but could provide better for Vegans, with at least a choice from each selection at breakfast.
Stayed 1 night in Jun 2021
Response from Kempinski Bansko on Jun 14, 2021
Dear Graeme, Thank you for choosing Kempinski Hotel Grand Arena for your recent spring vacation in Bansko. We are happy to know that you have enjoyed our facilities and you have left with an excellent impressions of our dedicated employees. It is unfortunate to know that you were not completely satisfied with our lavish buffet breakfast with more than 100 items. For your next stay, we will be more than happy to prepare various vegan options for your morning meal. We hope to welcome you back soon! Best regards, Christian Ruge General Manager

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service, outstanding spa center with hot swimming pools.
Stayed 2 nights in May 2021
Response from Kempinski Bansko on May 31, 2021
Dear Valued Guest, Thank you for choosing Kempinski Hotel Grand Arena for your recent stay in Bansko. We are pleased to know that you have enjoyed your experience in town and we hope to welcome you back soon. Best regards, Christian Ruge General Manager

10/10 Excellent

dikla

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
חווייה נהדרת
חובה להיות במלון הזה! מלון מקסים על צלע ההר, חדרים גדולים עם מרפסת לנוף. ספא מפנק עם ג׳קוזי חיצוני חם ופנימי, בריכה חיצונית חמה, שאונות וחדר שלג לאמיצים. ארוחת בוקר מעולה. המלון ממוקם על הרכבל בחורף זה מעולה לסקי. ממליצה מאוד! אין ספק שנחזור. אחד המלונות הכי מפנקים שיש
Stayed 2 nights in Oct 2020
Response from Kempinski Bansko on Oct 20, 2020
Dear dikla, Thank you for being our guest and for taking the time to share your feedback with us. We are happy to know that you have enjoyed your stay at Kempinski Hotel Grand Arena Bansko. We look forward to welcoming you once again in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

Ram

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel
A truly wonderful - great rooms, breakfast and spa area. Autumn prices made it a real bargain. Only thing I didn't like: they charge for parking even when the parking is made in the adjacent ski gondola parking which is closed and therefore free of charge off season.
Stayed 2 nights in Oct 2020
Response from Kempinski Bansko on Oct 19, 2020
Dear Ram, Thank you for being our guest and for the wonderful feedback. We are pleased to know that you have enjoyed your stay, our spacious rooms, the lavish breakfast buffet and the Kempinski The Spa state-of-the-art facilities. We hope to welcome you back in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

guy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Sep 2020
Response from Kempinski Bansko on Oct 6, 2020
Dear guy, Thank you for being our guest and for the high score. We hope to welcome you back in the future. Best regards, Christian Ruge General Manager

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
amazing hotel
It is my fourth time in Kempinski Bansko and I always feel it is the only hotel I would ever consider to stay The breakfast is amazing , the pools areas are great , the proximity to the gondola , the Supreme service by all staff , the hotel areas are always very clean , the rooms are large and comfortable
Stayed 3 nights in Sep 2020
Response from Kempinski Bansko on Sep 25, 2020
Dear Daniel, Thank you for choosing Kempinski Hotel Grand Arena Bansko once again and for the positive feedback shared online. We are happy to read that you consider our breakfast being amazing and that you are pleased with our professional service and hotel facilities. We look forward to your next visit. Best regards, Christian Ruge General Manager

10/10 Excellent

William

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2020
Response from Kempinski Bansko on Sep 18, 2020
Dear William, Thank you for being our valued guest and for the high score! We hope to welcome you back in the future! Best regards, Christian Ruge General Manager

10/10 Excellent

Oleg

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Aug 2020
Response from Kempinski Bansko on Aug 18, 2020
Dear Oleg, Thank you for being our guest and for the high score! We hope to welcome you back in the future! Best regards, Christian Ruge General Manager

10/10 Excellent

Victoria

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2020
Response from Kempinski Bansko on Aug 10, 2020
Dear Victoria, Thank you for being our valued guest and for taking the time to rate us online. We hope to welcome you back soon! Best regards, Christian Ruge General Manager

10/10 Excellent

Oliver, Sofia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing location, amenities and service. Highly recommend this hotel
Stayed 2 nights in Jun 2020
Response from Kempinski Bansko on Jun 15, 2020
Dear Oliver, Thank you for being our guest and for taking the time to share your feedback with us! We are pleased to know that you have enjoyed your stay and we hope to welcome you back soon! Best regards, Christian Ruge General Manager

10/10 Excellent

Rossi, Pennsylvania, USA

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great location and excellent staff. Some areas need renovation but still a beautiful hotel.
Stayed 1 night in Mar 2020
Response from Kempinski Bansko on Mar 16, 2020
Dear Rossi, Thank you for being our guest and for taking the time to share your feedback with us! We are happy to know that you have enjoyed your stay and we hope to welcome you back in the future! Best regards, Christian Ruge General Manager

10/10 Excellent

Andrew, Nottingham

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were excellent The receptionist was very helpful We will stay again
Stayed 1 night in Mar 2020
Response from Kempinski Bansko on Mar 13, 2020
Dear Andrew, Thank you for being our guest and for the wonderful feedback! We hope to welcome you back soon! Best regards, Christian Ruge General Manager

6/10 Okay

KENNETH

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Let down by the food
Hotel as good as ever in evert respect but evening meal in the Gallery restaurant and breakfast was very poor. Spoilt the whole stay.
Stayed 1 night in Mar 2020
Response from Kempinski Bansko on Mar 10, 2020
Dear Kenneth, Thank you for being our guest and for taking the time to share your feedback with us. We are happy that your overall experience at Kempinski Hotel Grand Arena Bansko has been satisfactory. It is a surprise to read that our lavish buffet breakfast with more than 100 items and our different themed dinner buffets were not up to your expectations. Your opinion is important to us and it will reach the attention of our management team. We hope to welcome you back in the future! Best regards, Christian Ruge General Manager

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Very old they need to renovate the rooms
The service is good but the rooms are old and beds are bad..
Stayed 2 nights in Dec 2019
Response from Kempinski Bansko on Dec 16, 2019
Dear Valued Guest, Thank you for taking the time to rate our hotel and to share some feedback with us. We are pleased to know that you have enjoyed our professional service. We look forward to welcoming you back in the future! Best regards, Christian Ruge General Manager

8/10 Good

yaakov

Stayed 2 nights in Nov 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Nov 2019
Response from Kempinski Bansko on Dec 16, 2019
Greetings from Kempinski Hotel Grand Arena Bansko, Thank you for being our valued guest and for taking the time to rate our hotel! We look forward to welcoming you back in the future! Best regards, Christian Ruge General Manager

10/10 Excellent

Alexandru

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2019
Response from Kempinski Bansko on Oct 22, 2019
Dear Alexandru, Thank you for being our guest and for the rating review! Best regards, Nevena

10/10 Excellent

Alexandru

Stayed 2 nights in Oct 2019

10/10 Excellent

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Everything exceptional service and staff exceptional rooms, restaurant, spa
Stayed 3 nights in Oct 2019
Response from Kempinski Bansko on Oct 22, 2019
Dear Customer, Thank you for being our guest and for the rating review! Best regards, Christian Ruge General Manager

10/10 Excellent

Oliver

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The staff here are incredible, everyone from the valet to the receptionist were so friendly, helpful and welcoming. It’s a lovely hotel anyway but the staff really make it.
Stayed 1 night in Sep 2019
Response from Kempinski Bansko on Sep 28, 2019
Dear Oliver, Thank you for being our valued guest and for taking the time to share your feedback with us! We are pleased to know that you have enjoyed our hotel and most of all our impeccable service. We hope to see you soon! Best regards, Christian Ruge General Manager

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019
Response from Kempinski Bansko on Sep 17, 2019
Dear Paul, Thank you for being our guest and for the high rating review! Best regards, Christian Ruge General Manager

10/10 Excellent

Kamelia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
even we had a birthday cake in the room for our daughter's birthday!
Stayed 1 night in Aug 2019

10/10 Excellent

Verified traveler

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing location, well maintained facilities and excellent service.
Stayed 2 nights in Aug 2019
Response from Kempinski Bansko on Aug 27, 2019
Dear Valued Guest, Thank you for the 5-star rating review and for the warm words! We are pleased to know that you have enjoyed our prime location, our luxurious facilities and the professional service we provide! We hope to welcome you back soon! Best regards, Natalia Kashirskaya General Manager

10/10 Excellent

Meir

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
מעולה
מלון מצויין , שירות מעולה, ארוחת בוקר מצויינת , חדרים נקיים ,שירות מעל ומעבר
Stayed 3 nights in Aug 2019

10/10 Excellent

Verified traveler

Stayed 1 night in Jul 2019
Response from Kempinski Bansko on Aug 7, 2019
Dear Valued Guest, Thank you for the high score and we hope to welcome you back soon! Best regards, Natalia Kashirskaya General Manager