Kempinski Hotel Grand Arena Bansko — Hotel in Bansko

I have frequented this hotel multiple times a year since its grand opening two decades ago—a loyal guest, now left thoroughly disappointed. What was once a shining example of luxury and impeccable service has turned into a woeful parody of its former self.

To begin: the so-called Presidential Suite—a title that currently reads more like satire than prestige—offered no welcome amenities whatsoever. No snacks, no personal note from the general manager, not even the ghost of a greeting. The absence of any meaningful benefit was only further underscored by the startling reality that approximately 90% of the staff no longer speak Bulgarian and make no attempt to apologise for the communication barrier.

The reception staff—traditionally the face and heartbeat of any respectable hotel—have apparently been instructed to perfect the art of indifference. Their demeanour swayed between apathetic and actively dismissive. The esteemed Kempinski hospitality? It appears to have checked out long before I did.

There is still no concierge, which might explain why a hotel claiming five-star status is unable to suggest a single activity or recommend a restaurant. Perhaps this is a strategic choice—given the state of the hotel’s own dining options, they may be desperately trying to hide all the better priced and tasting options outside.

Breakfast, for those hoping to start their day in peace, was served with a side of industrial roaring of a grass cutter diligently circling the tables at peak breakfast hour. A lovely touch, if one enjoys their pancakes paired with ear damage.

Lunch, curiously, is not considered a meal worth catering for. The only option, the lobby bar, offered cuisine so uninspired that we were left to make do with bread and butter. The sushi, meanwhile, wouldn’t feel out of place on a supermarket shelf—though perhaps that comparison is unfair to supermarkets.

The pool was a masterclass in disorder. Lifeguards stood by, smiling with serene detachment, as children repeatedly cannonballed into the water beside towering “No Jumping” signs. Give up any dreams of a relaxing time.

As for the hotel’s leisure offerings—well, let’s just say they remain locked away like relics of a better era. The piano bar? Closed. The sauna? Closed. The teppanyaki restaurant? Closed. The La Veranda terrace? Naturally, closed. The pool table was theoretically present, but unplayable due to broken cues that remained untouched for the entirety of our three-day stay.

The upper-deck pool might have offered respite—if one enjoys icy water, no loungers, and the ambiance of abandonment. The tennis court, meanwhile, seems to have returned to nature. Services such as a manicurist or hairdresser are simply not offered, because, evidently, these are no longer considered part of a luxury experience.

Dinner service was a test of patience and humility. Securing a waiter’s attention required multiple attempts; receiving water and a menu took an hour. Food eventually arrived—nearly two hours later—with all the enthusiasm of a forgotten room service tray.

At no point did any member of staff inquire about our stay, or if there was anything we needed. This silence, while consistent, was deeply telling.

The hotel’s infrastructure, much like its service, appears frozen in time. Not in a charming, nostalgic sense—but rather in the neglected, dust-covered way of something left behind and unloved. Even the bathroom light in the Presidential Suite contributed to the ambiance, flickering ominously as if plucked from the set of a low-budget horror film.

TL;DR: A thorough disappointment. Prices remain sky-high, though one assumes this is now simply for the view—certainly not the experience. Consider this a cautionary tale, and do yourself the kindness of...

Not even sure where to start, but this was nowhere close to a 5* hotel except for the fact they have spa and tons of branded amenities in the room. So... first of all it is very sad that I suggested this hotel for our team building. We were 13 people group and here is how it went: -3 of us arrive in the hotel first. In front there were two staff members, approximately 5 around reception and two walking in the hallway. Nobody said hi. We handed our IDs silently and were given access cards to our rooms. No explanation what time and where is breakfast; where and how does the spa operate or any information to make us feel welcome. Later when everyone came we wanted to chill by the big pool and order some bottles of sparkling wine to celebrate. No service. Some staff member passed around and we asked if we can order and we were told "This area is closed"... obviously it was nicely set-up with towels and chairs in line, but whatever. We were pointed to the nearby spa lounge where we could get a drink and a small bite. We finally got our wine and ordered some food. In my case this was the goat cheese ravioli priced around 40 leva which is understandable as we are in a 5* hotel. What I could not understand is how in the world you can ask for 40 leva for 7 pieces of deep frozen ravioli from Metro that were simply boiled in water and then just dried and put on the plate with no sauce whatsoever, just some old oil and frozen heated-up porcini. Very bad. My colleagues also did not finish their pasta dishes (they tried different)... Second day - second try to get service around the pool as we saw a guest being served a beer. We asked the waiter for 2 cokes and 2 waters plus ice. He said ok and came back 15 minutes later to tell us that "We are not open, I am sorry, you can go to the other end of the hotel if you want a drink"... and we decided that we will not bother... and then another 15 minutes later a lady came with our order out of the blue... which was nice from her... Later we had a night out and we came back in the hotel around midnight. We wanted to have a few drinks and maybe chill in some area where we can all gather. As you can imagine the lobby bar was closed. What a surprise. I asked at reception if we could order some drinks delivered to our room. The receptionist said "we don't have room service". I was pretty much prepared for this as I know very well the Bulgarian hospitality investors' mentality - "this night service is not profitable". But I would like to kindly remind everyone that the fifth star in Bulgaria is only given if you offer 24/7 food/beverage service... so here was another great example. Anyways I shared my thought with the receptionist and he said "Yes I know, I am sorry I can't help" I said ok please give us a bucket of ice and we will help ourselves from the minibar. And he again said "No, I can't" and I asked him why as obviously behind the bar counter in the lobby they have an ice machine... "We are not allowed to get behind the bar"... a typical example why micro-management only brings chaos. Doesn't sound any close to a 5* experience, right? Pretty absurd I would say. However everyone from housekeeping and breakfast service were very polite always greeting everyone - good job to these two teams. But the rest was far from expected. Check-out was smooth and fast. I know it's summer in Bansko and it feels like a ghost town but hey - no need to leave the impression of a ghost hotel. And once again - 24/7 room service is A MUST if you are categorised as a 5* hotel without looking for profit from it, but on the other hand pool service might be profitable if it exists. No hard feelings - hope this makes...

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...