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 Heidi C, Thank you very much for taking the time to share such a detailed and balanced review of your stay with us. We are truly pleased to read that you enjoyed many aspects of your holiday, especially our exceptionally friendly and helpful team, the quality of food and drinks, the value of the all-inclusive package, and your overwater villa experience. It is also wonderful to hear that you enjoyed the house reef and had such a positive first diving experience with our dive center team - congratulations on your first dive! At the same time, we sincerely regret the challenges you experienced on the final day of your stay. We fully understand how disappointing it must have been to lose valuable vacation time due to the unexpected electrical issue and subsequent relocation, particularly given the short duration of your holiday. Spending the day packing and waiting for updates is certainly not how any guest should conclude their stay, and we truly apologize for the frustration this caused. We would also like to kindly clarify that all guests had the right to cancel their remaining nights and receive a refund should they have preferred this option. However, we also recognize that during the peak festive season, it is extremely challenging to secure suitable last-minute accommodations in the Maldives. Additionally, due to the country’s unique geography, arranging transfers at very short notice can be complex and time-sensitive. With this in mind, our team worked under significant pressure to offer our valued guests what we believed to be the best possible solution, including upgrades to 5-star properties and full transfer arrangements, so that guests would not need to worry about finding alternative accommodation or managing logistics during an already stressful situation. Our intention was to ensure continuity of the holiday experience, even under very challenging circumstances. Your feedback regarding communication and the need for a more guest-centric approach is genuinely appreciated and has been shared with senior management for further review. While guest safety will always remain our top priority, we acknowledge that clearer communication and greater reassurance can make a meaningful difference in such situations. We also appreciate your honest comments regarding the airport proximity, which can affect certain areas of the island due to its location. Despite these challenges, we are grateful that you were overall satisfied with your stay, and we truly value your constructive feedback. We sincerely hope to have the opportunity to welcome you back in the future and provide you with the seamless, relaxing experience you deserve 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 Tina L, Thank you for taking the time to share your experience. We are truly sorry to read about the distress and disappointment caused during your stay, and we fully understand how upsetting and unsettling this situation must have been for you. The temporary evacuation was a precautionary decision taken with guest safety as the absolute priority following an unexpected and serious power-related incident on the island. Please be assured that the alternative resorts were carefully selected to provide the best possible experience, with 5-star standards to ensure comfort and safety during this unforeseen situation. We sincerely regret that, despite these efforts, the arrangements did not meet your expectations or reflect the stay you had originally booked with Mercure Maldives Kooddoo. We are particularly concerned to learn about your experience during the transfer and the difficulties you faced in reaching us at the time. This is not the level of communication, coordination, or care we strive to provide, especially in sensitive situations. Your comments regarding the replacement resort, transfer experience, and overall handling of the situation have been shared with our senior management for thorough review. Please rest assured that every effort was made under challenging circumstances to maintain safety, comfort, and fairness. Your feedback is invaluable in helping us improve our emergency procedures, communication, and guest support in the future. We sincerely regret that this experience overshadowed your stay and that we did not meet your expectations during such a critical moment. We hope there will be an opportunity to restore your confidence in us at a later time. Kind regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear K9998IDinfo, 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