Mercure Maldives Kooddoo Resort 4 stars

Dear geelovethesea, Thank you for taking the time to share your feedback about your stay in Mercure Maldives Kooddoo. We are pleased to hear that the dedication and friendliness of our restaurant teams, including Jo-ann, Poppy, Ibrahim, Kori and our chefs, contributed positively to your stay. Your kind recognition will be shared with them. We are, however, sorry that certain interactions left you feeling disappointed, and we would like to clarify the points mentioned. Regarding the camera matter, the same explanation was provided both by Guest Experience Manager and later by our Security Manager. At no point was there any intention to dismiss your concern or to “push back.” Clear and transparent answers were given in response to your request, in line with established procedures. While we fully understand the frustration such a situation can cause, an official incident report can only be issued when there is clear confirmation that the damage occurred on the property. This requirement is procedural and was explained accordingly. Concerning the sunglasses, we sincerely understand how disappointing it can be to misplace a personal item. In order to support our search, we requested either a brief description or a photograph to help our team accurately identify the sunglasses; however, this information was unfortunately not provided. To date, no sunglasses matching an unclaimed item have been reported as found. All items that were recovered during this period were successfully returned to their respective owners upon verification through proof of ownership, such as photographs or witnesses. With regard to snorkeling equipment and excursion bookings, all water activities are managed independently by the dive and watersports center. For this reason, guests are advised to liaise directly with the dive center to receive accurate and up-to-date information, as this helps avoid misunderstandings and ensures support from the appropriate specialists. Regarding restaurant procedures, we would like to reassure you that our policy is very clear: team members are not permitted to dine in guest areas unless this is part of their duties. This policy is consistently respected, including during your stay. We genuinely appreciate your acknowledgement of the many team members who made your visit enjoyable and value your feedback as it helps us improve. While we understand your disappointment, we would like to emphasize that there was no intention to make you feel undervalued or uncomfortable in any way. We hope to have the opportunity to welcome you back in the future and to provide an experience that fully meets your expectations. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Mr. John & Mrs. Fiona, Thank you for your truly wonderful and touching review. Reading your words was an absolute pleasure, and your appreciation means more to us than we can express. It brings us great joy to know that your stay in Mercure Maldives Kooddoo in November was such a memorable and special experience. Your recognition of our team is incredibly meaningful. We firmly believe that genuine hospitality comes from the heart, and we are delighted that you felt the warmth, kindness, and sincerity of our colleagues across the entire resort. Knowing that you felt comfortable, respected, and truly cared for throughout your stay is the greatest compliment we could receive. Thank you for taking the time to mention so many of our team members by name. Your kind words about Sauhil, our minibar colleague, the bar team, the restaurant hosts and servers, our chefs, spa therapists Ida and Rena, Hammey, DJ Dulan, Youcef, Raushan, myself and many others will be shared with them proudly. They will be deeply touched to know how positively they impacted your holiday. Special recognition will also be passed on to Chef Roshan, who will be delighted to know that his passion and personal connection with guests stood out to you. It is also wonderful to hear that you enjoyed the food, service, spa experience, entertainment, and activities, and that the atmosphere of the island made you feel so relaxed and at home. Your comments truly reflect the spirit we strive to create at Mercure Maldives Kooddoo. Thank you once again for choosing to stay with us and for sharing such a heartfelt review. We sincerely hope to welcome you back one day to create even more unforgettable memories in our island paradise. Warmest regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Ms. Charlotte, Thank you very much for taking the time to share your feedback following your stay at Mercure Maldives Kooddoo. We are delighted to know that you had an amazing time with us and that you enjoyed the quality of our food, the friendly service, and the overall experience on the island. We are also pleased to hear that your booking process was smooth and that you appreciated our sustainable initiative allowing guests to choose whether or not to change bed linen. Your positive comments truly mean a lot to our team. At the same time, we are sorry to learn that the cleanliness of the curtains in your room did not meet your expectations. This is certainly not reflective of our usual standards, and we appreciate you bringing it to our attention. Our housekeeping team has been informed to ensure this is addressed immediately and does not occur again. Thank you once again for your kind words and constructive feedback. We hope to have the pleasure of welcoming you back for another relaxing and memorable stay in our island paradise. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Ms. Marilyn, Thank you very much for taking the time to share your feedback following your recent stay with us at Mercure Maldives Kooddoo. We are delighted to know that you enjoyed five blissful and relaxing days on our beautiful island. It is wonderful to hear that many aspects of your stay met your expectations - from the warm welcome at check-in, to the comfort of your villa, the quality of our dining options, and the friendliness of our team. Your kind mention of Shifa is especially appreciated; she will be very happy to know that her warm smile and attentive service made a positive difference during your stay. At the same time, we value your constructive comments about the limited activities available during rainy days. We understand how important it is to have engaging options regardless of the weather, and your suggestions regarding yoga sessions, wellness activities, and poolside events are extremely helpful. We are currently reviewing our activity program and will certainly take your recommendations into consideration to enhance the guest experience. We also note your feedback regarding the spa pricing and communication of scheduled activities, and we will work with our team to ensure information is clearer and more easily accessible. Thank you again for your thoughtful feedback and for recommending us. We truly hope to have the opportunity to welcome you back for an even more enjoyable and memorable stay. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Ms. Pei E. L., Thank you for taking the time to share your feedback. We are truly pleased to hear that the warm hospitality of our restaurant teams, including Jo-ann, Poppy, Ibrahim, Kori and our chefs, helped make your stay more enjoyable. Your kind words will certainly be shared with them. At the same time, we are sorry to learn that certain aspects of your experience did not meet your expectations, and we would like to clarify the points raised. With reference to the camera incident, we understand how upsetting it can be to have personal equipment damaged during a holiday. Our Security Manager also met with you personally and explained why an official incident report could not be issued - not due to disbelief, but because such documentation requires clear evidence that the damage occurred on property, in line with standard regulations. This was communicated transparently, and our intention was never to question your integrity. Concerning the snorkeling equipment and activity bookings, all water activities are operated directly by the dive and water sport center. For this reason, our reception team advises guests to liaise straight with the dive center to ensure accurate information regarding availability, timings and any alternative options they may be able to offer. This approach is intended to avoid miscommunication and to ensure guests receive assistance directly from the specialists on site. Regarding restaurant procedures, we assure you that our policy is very clear: no team member is allowed to dine in guest areas unless they are officially entitled to do so as part of their duties. This policy is consistently respected, including during your stay. We truly appreciate your recognition of the many team members who made your stay enjoyable, and we value your loyalty as frequent visitors to the Maldives. Your feedback allows us to continue improving and ensuring a smooth and memorable experience for all our guests. We hope to have the chance to welcome you again in our island paradise and restore your confidence in our service. Warm regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort