Dear Jallow, Thank you for your wonderful review and for giving us a perfect 100 rating. We are delighted to hear that you enjoyed your stay and appreciated the comfort of our rooms, chic décor, and superb spa experience. It is especially rewarding to know that our team made such a positive impression, and we truly appreciate your kind words about our General Manager. We are also pleased that our convenient location near the UN added to your experience. We look forward to welcoming you back to Gem Forest Hotel Nairobi – MGallery Collection for another exceptional stay. Warm regards, Fredrick Rugut, Duty Manager. Gem Forest Hotel Nairobi – MGallery Collection

Dear Sylvester, Thank you for your wonderful feedback and for rating your experience so highly. We are delighted to know that you had a very good stay with us at Gem Forest Hotel Nairobi – MGallery Collection. Your kind feedback is greatly appreciated and will be shared with our team. We look forward to welcoming you back for another enjoyable stay. Warm regards, Fredrick Rugut, Duty Manager, Gem Forest Hotel Nairobi – MGallery Collection

Dear Jolene, Thank you for sharing your feedback with us, and we are pleased to hear that you enjoyed the cleanliness of the hotel, our facilities, and the warm service from our team. We are truly sorry that your anniversary stay did not begin as expected. We understand how disappointing it must have been to arrive expecting a specific room type, only to be allocated an alternative room, particularly after you had made us aware of your fear of heights. We also acknowledge your frustration regarding the complimentary drinks and the confusion at the time of payment. Your comments regarding room allocation and the handling of your reservation have been shared with our team so that we can review what happened and improve our processes. We sincerely appreciate you bringing these concerns to our attention. We hope to have the opportunity to welcome you back and provide the seamless and memorable experience you had originally planned for your anniversary. Warm regards, Fredrick Rugut, The Management Team Gem Forest Hotel Nairobi – MGallery Collection

Dear Corina, Thank you for your lovely feedback and for your excellent 9/10 rating. We are delighted to hear that you enjoyed our friendly team, spacious and comfortable rooms, and the excellent water pressure in the shower. It is wonderful to know that you also enjoyed the food at our rooftop restaurant. We hope to have the pleasure of welcoming you back on a future visit, when we would be delighted to have you experience our breakfast as well. Thank you for choosing Gem Forest Hotel Nairobi – MGallery Collection. We look forward to welcoming you again. Warm regards, Fredrick Rugut, Duty Manager. Gem Forest Hotel Nairobi – MGallery Collection

Dear Valued Guest, Thank you, Peter, for your wonderful feedback and for choosing Gem Forest Hotel Nairobi – MGallery Collection. We’re delighted to hear that you had such a pleasant stay and enjoyed our new, clean rooms, comfortable bed, refreshing shower and excellent breakfast. It’s especially wonderful to know that our team’s service and attention to detail made a positive impression. We’ll be sure to share your kind words with Brian from our housekeeping team. We’re sure he’ll be delighted to know that his care and dedication helped ensure your room was immaculate throughout your stay. Thank you for recognizing our team, and we look forward to welcoming you back to Gem Forest for another wonderful stay. Warm regards, Robert Munialo, Front Office Manager. The Gem Forest Hotel Nairobi – MGallery Collection Team

Dear Nia, Thank you very much for taking the time to share your wonderful feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to know that you enjoyed the warm and friendly service from our Heartists, and particularly appreciate your kind mention of our breakfast hostess for making the effort to remember guests by name. We are also pleased that our Room Service team was able to accommodate your special request when you were unwell. It is moments such as these that reflect our commitment to providing thoughtful and personalized hospitality. We are especially grateful for your recognition of our team and for rating your overall experience so highly. I will be sure to share your kind comments with the entire team, including the manager you remembered as being particularly helpful and considerate. That said, please accept our sincere apologies regarding the television turning on automatically at 06:15 and 18:15. More importantly, we regret that despite bringing this to our attention three times, the issue was not resolved during your stay. This falls short of the level of responsiveness we expect from ourselves. We have taken note of your feedback and will reinforce the need for prompt escalation and follow-up of recurring technical issues to ensure that such matters are resolved without delay. Thank you once again for choosing Gem Forest Hotel Nairobi. We truly appreciate your recommendation and hope to have the pleasure of welcoming you back for an even more seamless experience. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Valued Guest, Thank you for your lovely feedback! We’re delighted to hear that you had a beautiful stay at Gem Forest Hotel Nairobi – MGallery Collection. It was our pleasure to have you with us, and we truly appreciate you taking the time to share your experience. We look forward to welcoming you back for another memorable stay. Warm regards, Robert Munialo, Front Office Manager. The Gem Forest Hotel Nairobi – MGallery Collection Team

Dear Maria, Thank you for sharing such wonderful feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to hear that you had a fantastic experience, from our warm welcome and early check-in to your beautiful, light and airy room. It is especially rewarding to know that you enjoyed the breakfast, pool bar and rooftop dining, with our team providing excellent service throughout your stay. We will be sure to share your kind recognition with Stephen and Antonio, as well as the entire team. Your recommendation means a great deal to us, and we are thrilled to know you would return and recommend us to others. We look forward to welcoming you back to Gem Forest Hotel Nairobi for another memorable stay. Warm regards, Robert Munialo, Front Office Manager. The Gem Forest Hotel Nairobi – MGallery Collection Team

Dear Wadzanayi M., Thank you for your kind words regarding your recent stay with us. We are delighted to hear that you felt welcomed and appreciated the personal touches throughout your visit. Your feedback motivates our team to continue providing exceptional service. Goodbye and best wishes, Robert Munialo, Front Office Manager. Gem Forest Hotel Nairobi - MGallery Collection

Dear Emma, Thank you for taking the time to share your detailed feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to know that you enjoyed our convenient location, spacious and inspiringly designed rooms, amenities, restaurants, and the warm, friendly service provided by our team. We are especially pleased that our breakfast team, including our Head Hostess, made such a positive impression and that you would recommend us to others. Please accept our sincere apologies for the inconvenience caused by the bathroom lighting issue. We appreciate your patience and understanding, particularly as you preferred not to change rooms during your busy stay. While we are pleased that the matter was eventually resolved, we acknowledge that it should have been addressed more promptly. We also appreciate your valuable comments regarding towel replacement and our sustainability efforts. Your suggestion about making towel non-replacement the default is appreciated, and we will share this feedback with the relevant teams as we continue to strengthen our sustainability practices. Thank you once again for your constructive feedback and for your loyalty as an ALL Accor member. We look forward to welcoming you back to Gem Forest Hotel Nairobi and providing you with an even more seamless experience. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi- Gallery Collection

Dear Daphne, Thank you very much for taking the time to share such detailed feedback following your ten-day stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to know that our team made you feel comfortable, welcomed, and at home throughout your extended business stay. It is especially gratifying to hear that our colleagues were consistently responsive, helpful, and always served you with a smile. Your kind recognition of the entire team is sincerely appreciated. We also value your constructive feedback. We acknowledge your comments regarding service speed and will continue working with our teams to improve efficiency while maintaining the warm and attentive service you experienced. We have also noted your suggestions regarding additional drawer space and providing a lighter blanket option for guests who prefer not to use air conditioning. Your feedback on the breakfast buffet is particularly valuable, and we regret that it did not meet your expectations. We will share your comments with our culinary team as we continue reviewing and enhancing our breakfast offering. As a valued ALL – Accor Live Limitless member, we also appreciate your loyalty and your recommendation of our hotel. Your feedback gives us an excellent opportunity to improve further. Thank you once again for making Gem Forest Hotel Nairobi your home for ten days. We hope to have the pleasure of welcoming you back and providing an even more seamless and enjoyable experience. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Ditta, Thank you very much for taking the time to share your wonderful feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to hear that you enjoyed our great location, the breakfast selection, and, most importantly, the warmth and friendliness of our team. It is especially rewarding to know that you loved your overall stay and would recommend us to your friends, colleagues, and family. Thank you as well for your constructive feedback regarding the room functionality for business travel. We appreciate your observation that the design and style can sometimes take precedence over practicality, and we will certainly share your comments with the relevant teams as we continuously look for ways to enhance our guests’ comfort and experience. We are also pleased to know that you had such a memorable spa experience, particularly with the Bali-style back massage. Your kind recognition will be shared with our Spa team. Thank you once again for choosing Gem Forest Hotel Nairobi. We truly hope to have the pleasure of welcoming you back for another enjoyable stay. Warm regards, Robert Munialo Front Office Manager, Gem Forest Hotel Nairobi – MGallery Collection

Dear Julie, Thank you very much for choosing Gem Forest Hotel Nairobi – MGallery Collection to celebrate your anniversary, and for taking the time to share such a lovely and detailed review. We are delighted to know that you and your husband enjoyed a relaxing, comfortable, and memorable stay with us. It is wonderful to hear that our team was attentive to your needs and that the special touches, including the bed décor, helped make your anniversary celebration even more meaningful. We are also pleased that you enjoyed the light lunches by the pool and, in particular, the steaks at Enchante. Your kind words about these experiences will certainly be shared with our culinary teams. We appreciate your feedback regarding Troy and the hostess experience. Your comments are important to us, and we will ensure they are shared with the relevant team so that we can provide the appropriate coaching and continue improving our service standards. As a valued ALL – Accor Live Limitless member, we also appreciate your continued loyalty and are pleased that you enjoyed your stay with us. Thank you once again for celebrating your special occasion at Gem Forest Hotel Nairobi. We hope to have the pleasure of welcoming you and your husband back for many more memorable moments. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Patrick, Thank you for taking the time to share your feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are pleased to know that you found our hotel comfortable, spacious, and well located in Nairobi, and that you had a positive experience with our team, arrival and departure, cleanliness, and Wi-Fi. We also appreciate your constructive ratings regarding the accommodation, breakfast selection, booking experience, and value for money. Your feedback is important to us as we continuously look for opportunities to enhance our facilities, services, and overall guest experience. Thank you once again for choosing Gem Forest Hotel Nairobi and for recommending us. We hope to have the pleasure of welcoming you back and providing an even more enjoyable experience on your next visit. Warm regards, Robert Munialo, Front Office Manager, Gem Forest Hotel Nairobi- MGallery Collection

Dear Gabriella, Thank you for taking the time to share your feedback. I am truly sorry to learn that your experience at Gem Forest Hotel Nairobi – MGallery Collection fell so far short of your expectations. Please accept our sincere apologies for the service you received, particularly regarding your experience at our restaurant. The level of service you described is certainly not reflective of the standards we strive to uphold, and we regret that we left you feeling disappointed and frustrated. We take your comments regarding the arrival experience, accommodation, cleanliness, breakfast, and overall service very seriously. Your feedback has been noted and will be shared with the relevant teams so that we can review what went wrong and identify the necessary improvements. We understand your disappointment and respect your decision regarding a future visit. Nevertheless, we would sincerely appreciate the opportunity to restore your confidence in our hotel should you reconsider in the future. Thank you again for bringing these concerns to our attention. Warm regards, Robert Munialo, Front Office Manager, Gem Forest Hotel Nairobi- MGallery Collection

Dear Amrita, Thank you for taking the time to share such a detailed review of your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to hear that you and your toddler had an amazing experience with us. It is wonderful to know that you enjoyed our ambience, dining experiences, room comfort, and the convenience of our location near Karura Forest. We are especially pleased that you enjoyed the steak so much that you chose to have it again during your stay — your kind words will be shared with our culinary team. We are also grateful for your lovely feedback regarding Shanta Spa. It is wonderful to hear that your prenatal massage was a highlight of your visit, and we will certainly share your appreciation with our spa therapist. Providing thoughtful and personalized wellness experiences for our guests is something we value greatly. At the same time, we sincerely appreciate your honest feedback regarding your breakfast experience. We understand how important timely service is, especially when travelling with a young child, and we regret that the delay in receiving your omelette caused frustration and inconvenience. Please be assured that your comments have been shared with our Food & Beverage team as we continue to improve our service delivery and ensure that every guest receives attentive and prompt care, regardless of the circumstances. Thank you once again for your generous recommendation and for highlighting both the memorable aspects of your stay and the areas where we can do better. We truly appreciate your feedback and hope to have the pleasure of welcoming you, your toddler, and your family back for an even more seamless experience in the future. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Mateo, Thank you for taking the time to share your feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are pleased to hear that you found our hotel amazing and that you appreciated the cleanliness, breakfast, and the service provided by our team. Your positive comments regarding our colleagues are truly appreciated and will be shared with them. At the same time, we sincerely apologize for the inconvenience you experienced with the air conditioning in your room. We fully understand how important a comfortable and restful environment is, especially during a short business stay when quality rest is essential. We regret that the AC malfunction affected your comfort throughout the night and that the solution provided did not fully meet your expectations. Please be assured that your feedback has been shared with our Engineering and Rooms teams, and the air conditioning system in room 811 is being reviewed to ensure the issue is addressed. We are committed to maintaining the highest standards of comfort and reliability for our guests. We appreciate your loyalty as an ALL – Accor member and thank you for bringing this matter to our attention. We hope to have the opportunity to welcome you back in the future and provide you with the seamless and comfortable experience you deserve. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Paul, Thank you for taking the time to share your wonderful feedback following your stay at Gem Forest Hotel Nairobi – MGallery Collection. We are delighted to hear that you enjoyed your experience with us and that you found our hotel, rooms, and facilities to be modern, elegant, and comfortable. Your kind words describing your stay as “Very Posh” are truly appreciated, and we are pleased that our design, attention to detail, and service standards contributed to a memorable visit. It is wonderful to know that you enjoyed your accommodation, cleanliness, dining experiences, and the warm service provided by our team. We also appreciate your feedback regarding breakfast selection, in-room dining, and ALL member recognition. Your comments are valuable as we continue to enhance every aspect of our guest experience. Thank you for your loyalty as an ALL member and for recommending us with a perfect likelihood score. We look forward to welcoming you and your partner back to Gem Forest Hotel Nairobi for another exceptional stay. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection

Dear Padmaben, Thank you for sharing your exceptional feedback following your family stay at Gem Forest Hotel Nairobi – MGallery Collection. We are truly delighted to receive your perfect 100/100 rating and to know that you enjoyed our spacious rooms, exceptional service, and our beautiful location overlooking the forest. It is wonderful to hear that your stay was precious and memorable, and that our team contributed to making your experience so special. Your kind words about our colleagues are greatly appreciated. We are proud of our team’s dedication to delivering heartfelt hospitality, and we will share your encouragement with them as a reminder of the important role they play in creating meaningful guest experiences. We also appreciate your positive feedback on our sustainability initiatives, dining experiences, and overall facilities. Your support and recommendation mean a great deal to us, and we are grateful that you chose Gem Forest Hotel Nairobi for your family visit. We look forward to welcoming you and your family back for another exceptional stay in the future. Warm regards, Robert Munialo Front Office Manager Gem Forest Hotel Nairobi – MGallery Collection