Mercure Maldives Kooddoo Resort 4 Sterne

Dear Mr. A., Thank you for taking the time to share your feedback following your recent stay at Mercure Maldives Kooddoo Resort and for your continued loyalty to our resort over the years. While we are pleased that you still rated your overall experience positively and appreciated certain aspects such as the arrival experience and our team, we are truly sorry to learn that several elements of your stay did not meet your expectations this time. Please accept our sincere apologies for the concerns you raised regarding the condition of the villas and furniture, maintenance, the sun umbrellas and access to the sea from the water villas. Your comments have been shared with our management and engineering teams for careful review, as maintaining our facilities to the highest standards is very important to us. We also regret about your disappointment with the all-inclusive offering, cocktail preparation and communication from the team. Your feedback is extremely valuable and helps us identify areas where we must improve. We truly appreciate that you have chosen to return to our resort multiple times, and it is therefore particularly disappointing to know that this visit did not fully meet your expectations. We sincerely hope that we may have the opportunity to welcome you again in the future and provide you with a much improved experience. Kind regards. Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Ms. K., Sunny greetings from Mercure Maldives Kooddoo Resort ! Thank you very much for your beautiful review. We are truly delighted to read that your Maldives holiday felt like “paradise” from arrival to departure and that our small, personal atmosphere made your experience so special. It is wonderful to know that you enjoyed both the Beach Villa and the Ocean Villa, as well as our vibrant house reef. Spotting sharks, turtles, rays and even dolphins from your terrace certainly makes for unforgettable memories. Your kind words about the buffet at Alita and the quality and variety of our All-Inclusive offering mean a lot to us. We will proudly share your special compliments with Thiloma, Poppy and Ida - they will be thrilled to know they captured your heart. At the same time, we truly appreciate your constructive feedback regarding the villas and Wi-Fi speed. Please rest assured that your comments are taken seriously, as we continuously work on maintenance improvements and connectivity enhancements to elevate our guest experience further. Thank you once again for choosing us for your Maldives escape. We would be honored to welcome you back to our island paradise for another memorable stay. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

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