Kempinski Hotel Grand Arena

- very comfortable beds - rooms are quiet, spacious and well maintained - everyone from the staff was very polite

Unfortunately I have a lot of things to criticize - wouldn't mind these if I was in a budget hotel. I had much better experience in many hotels around Europe in the same price range: - they charged me a few EUR / day to get my car parked in an open-air public parking which is hundreds of meters away from the hotel. Guys you're not in London, this is Bansko in the mountains, so ridiculous! - I sent a few questions a few days before my reservation via the booking assistant - no response yet - requested a reservation in the piano bar a week before arrival - was told they don't take reservations. Came in, barely managed to get seated, they received me by asking me if I had a reservation - saw several reserved tables. - made a reservation for dinner, selected a table; came back a few hours later (I was sharp on time) and found out it had been given to someone else by mistake - got a nice apology though - they seriously lack enough umbrellas at the three pools - half of the seats are not shadowed at all - overall, service across all facilities was quite slow and not attentive