Mercure Maldives Kooddoo Resort 4 Sterne

Dear Ms. Heidi, Thank you very much for taking the time to share such a comprehensive and thoughtful review of your stay with us. We truly appreciate your detailed feedback and are delighted to read that you enjoyed so many aspects of your holiday at Mercure Maldives Kooddoo Resort. It is wonderful to know that you found our team exceptionally friendly and helpful, that you enjoyed the quality of our food and beverages, and that you felt our all-inclusive offering was good value. We are also pleased that your Overwater Villa left such a positive impression and that you enjoyed the beautiful house reef and its healthy marine life. Congratulations on completing your first dive with us - we are especially proud that our dive center team contributed so positively to this memorable experience. Your kind recognition of host Abby and our housekeeping team is also sincerely appreciated and will be shared with them. At the same time, we deeply regret that the unexpected electrical issue on the final day of your stay had such a significant impact on your holiday. We fully understand how disappointing it must have been, especially with a four-night stay, to lose your last day to packing, waiting for information, and relocation. Please accept our sincere apologies for the inconvenience and frustration this caused. We would like to clarify that all guests at relocation stage had option to cancel their remaining nights and receive a refund if they so wished. However, as this situation occurred during a peak travel period, securing suitable last-minute accommodation in the Maldives was extremely challenging. In addition, due to the country’s unique geography, arranging transfers at very short notice is logistically complex. Under these difficult circumstances, our team worked intensively to provide what we believed to be the best possible solution, including relocation to 5-star resorts with all transfer arrangements fully organized, so that our guests would not have the added stress of finding alternative accommodation or managing logistics themselves. Your feedback regarding the communication during this situation and the expectation of a more guest-centric approach in cases beyond the guest’s control is very valuable to us. We also note your comments regarding the booking communication prior to arrival, particularly concerning flight and transfer details. We would like to kindly clarify that, due to the operational reality of the Maldives, domestic flight schedules are often finalized only a few days in advance, as they depend on the airline’s routing and operational planning. For this reason, confirmation of domestic flight timings and related transfer details can unfortunately only be shared closer to the arrival date. That said, we fully understand your expectation for earlier communication, especially when bookings are made well in advance, and we acknowledge that clearer and more proactive updates would help manage expectations better. All of these points have been shared with our management team and are being carefully reviewed as part of our ongoing improvement efforts. We would also like to thank you for your positive ratings on our sustainability initiatives, cleanliness standards, breakfast selection, and the professionalism of our team. While we regret that your check-out and departure experience did not meet expectations, we are grateful for your honesty, as it helps us identify areas where we can do better. Despite the challenges you encountered, we are pleased to know that you were overall satisfied with your stay. We sincerely hope to have the opportunity to welcome you back in the future and to provide you with a smoother, more seamless experience in our island paradise. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Mr. D., Thank you for taking the time to share such detailed feedback about your stay. We regret that the events during your vacation led to such strong disappointment, particularly the early termination of your stay. The decision to evacuate the resort was taken following an unexpected and critical power failure, with guest safety as the sole priority. We recognize that the relocation process felt rushed and insufficiently explained, and that the alternative resort did not meet your expectations. Your comments are taken very seriously and have been escalated for internal review. We would also like to clarify that at the time of relocation, guests were given the option - should they feel dissatisfied with the alternative accommodation - to cancel the remaining nights of their booking and make their own arrangements at a hotel of their preference. We regret that this option may not have been clearly communicated in your case. It is disappointing to read that your attempts to reach the hotel and brand teams did not result in timely responses, and we acknowledge the frustration this may have caused. While exceptional situations can be complex to manage, your experience clearly shows areas where coordination and communication must be strengthened. Thank you again for your candid feedback. We appreciate you highlighting both the positive aspects, such as the house reef, as well as the areas that require improvement. Kind regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Mrs. Martha, Thank you very much for sharing your wonderful feedback following your stay at Mercure Maldives Kooddoo Resort. We are delighted to hear that you enjoyed your 13-day holiday on Kooddoo Island and that our team, the cuisine, and the vibrant underwater world made a positive impression. We sincerely regret that your final five nights had to be spent at Pullman due to the unforeseen situation, and we understand it was not the experience you were hoping for. Your kind words and encouragement mean a lot to the team as we continue our operations. We look forward to welcoming you back to Mercure Maldives Kooddoo Resort soon for a complete and memorable stay. Wishing you and Mr. Samir Happy New Year! Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Mr. A., Thank you very much for taking the time to share your detailed feedback following your stay at Mercure Maldives Kooddoo Resort. We are delighted to know that you truly enjoyed your holiday and especially appreciated the quality and variety of our food, the beautiful beach, the available leisure activities, and our reliable standards of cleanliness and hygiene. Your positive comments about our team are highly valued and will be shared with them. At the same time, we sincerely apologize for the inconvenience you experienced during your departure. This is certainly not in line with our service standards. Please be assured that your feedback has been shared with the relevant teams so that these processes can be reviewed and improved. We truly hope to have the pleasure of welcoming you back in the future and providing you with an even more seamless and memorable experience. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Mr. Thomas, Thank you for taking the time to share your feedback and for choosing Mercure Maldives Kooddoo Resort. We are delighted to hear that you enjoyed the beautiful beaches, the balanced breakfast, and the intimate and private atmosphere of the resort, as well as the scenic views throughout your stay. At the same time, we sincerely apologize for the disruption caused by the power outage and the resulting need for guests to leave the island. We fully understand how frustrating and confusing the communication during this situation must have been. Please be assured that your feedback regarding the information flow and staff handling of the situation has been shared with our management team for review, so we can improve our response in future unforeseen events. We truly appreciate your recognition of our team’s efforts and your positive comments on the accommodation, cleanliness, and sustainable initiatives. Your feedback is invaluable as we continue to enhance the guest experience. Thank you again for your honest review, and we hope to have the opportunity to welcome you back for a seamless and relaxing stay in our island paradise. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort