FREQUENTLY ASKED QUESTIONS

Kempinski Hotel Grand Arena Bansko
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Dear Guest, here you can discover the answers to the most frequently asked questions about our hotel. If you have not found the answer to your inquiry below, please do not hesitate to contact our Guest Service team for further information at +359 749 88888 or guestservices.grandarena@kempinski.com. We would be glad to be of assistance!

Yes, we would be pleased to organise your trip from and to the airport. We can offer you a transfer with a luxurious Multivan for up to six people, as well as with an individual luxurious vehicle or with limousine services.

For prices and to book a transfer, please contact our Guest Services Department on +349 749 88888 or guestservices.grandarena@kempinski.com.

Our check-in time is 15:00h. Access to the rooms prior to this time will be offered depending on availability at the time of arrival and additional charges might apply.

The check-out time is 12:00 noon. Late check-out until 18:00h may be arranged by the hotel if permitted by occupancy levels. A charge of 50% from the regular price per night applies.

Yes, as our guests, you are entitled to a daily buffet-style breakfast at The Gallery Restaurant every morning from 7:00am to 10:30am.

Small pets up to 10 kg are more than welcome at our hotel. The pet fee per night is EUR 20 per pet, plus an additional EUR 25 for required cleaning and disinfection on departure. Our in-room amenities package includes sleeping mats and a bowl for food. We could also provide additional amenities for your four-pawed companion upon request with advance notice.

Please click here to read our full hotel Pet Policy.

Yes, as our guests, you can take advantage of our secured indoor and outdoor parking garages. Our bellboys will take care of your vehicle while you enjoy your stay with us.


The daily fee for indoor underground parking is EUR 10 per vehicle, and the daily fee for outdoor parking is EUR 5 per vehicle.

Bulgarian lev (BGN) is the currency that you will need to make payments in Bansko. At our hotel, we except Bulgarian lev for cash payments and all major credit and payment cards. You can exchange currency at the hotel’s reception or at any of the local bank branches.

Our Kids Club offers complimentary childcare for all hotel guests with children aged 2 to 12 and offers a daily programme with a variety of amusing activities. The hotel also offers a kids’ swimming pool of 0.5 m and a kids’ playground. Babysitting is available on request at an extra charge.

To make a booking, kindly contact our Guest Services team at guestservices.grandarena@kempinski.com or call +359 749 88888.

You can purchase regular and VIP ski passes, rent equipment and book a ski lesson from a designated ski desk, located in our hotel lobby.

For the ultimate convenience of all ski lovers, our hotel is located right next to the main ski road and the first station of the Gondola, which you need to use to get up on the slopes. Just pass directly through our ski room.

According to the policy of Kempinski The Spa, the minimum age for spa treatments and use of the gym and wellness area is 16 years of age. To use the swimming pool area, children under 16 years of age must be supervised.

Yes, extra beds are available upon request. There is no extra charge for children under 6 years of age. The rate for children from 6 - 12 years of age starts from 20 EUR per day.

Yes, we are delighted to welcome all non-hotel guests at Kempinski The Spa from 9:00 to 21:00 in summer and from 9:00 to 16:00 in winter. The respective applicable rates are BGN 30 per person and half price for children under 16 years of age in summer, and BGN 40 per person and half price for children under 16 years of age in winter.

Yes, luggage storage is available upon request.

Yes, our Wi-Fi is complimentary and available in all guestrooms, bars, restaurants and public areas of the hotel.

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