Mercure Maldives Kooddoo Resort 4 sterren

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 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

Dear Julie, Thank you for sharing your feedback. We are truly sorry that this situation affected the start of your honeymoon, a time that should have been memorable for all the right reasons. The temporary closure of the Mercure Maldives Kooddoo resort was due to an unexpected and critical technical issue that occurred shortly before your arrival. This decision was taken to ensure guest safety, though we fully understand the disappointment caused by such late changes after months of planning. Your comments regarding the villa, the relocation process, and the communication of important details have been carefully noted. They provide valuable insight and help us strengthen our procedures in exceptional circumstances. We appreciate you taking the time to share your experience and are pleased to know that the alternative resort was able to accommodate you. We hope the remainder of your honeymoon allowed you to create special memories despite this difficult beginning. Kind regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort

Dear Jaime E, Thank you for taking the time to share such detailed feedback with us. We truly appreciate your kind words about the Mercure Maldives Kooddoo Resort, our facilities, and especially your recognition of the care and professionalism shown by our management and medical teams. It is reassuring to know that these aspects of your stay left a positive impression. At the same time, we are genuinely concerned to learn about your experience with the dive center. Guest safety, transparency, and trust are of the highest importance to us, and your comments regarding pricing clarity, equipment condition, and air quality have been taken very seriously. We fully understand how upsetting this situation must have been, and we sincerely regret the concern it caused. Following a thorough internal review, we would like to reassure you that all required servicing, maintenance, and documentation related to our dive operations were fully up to date and compliant at the time of your dive. Our certified dive team operates in accordance with established professional standards, with guest safety always as the highest priority. Based on the assessment shared by our dive center team, it is possible that the discomfort you experienced was related to an imbalance in weighting during the dive. In certain conditions, particularly when currents are present, this may result in increased physical effort during descent and could lead to temporary hyperventilation or reduced oxygen balance, which may cause dizziness or nausea after surfacing. Most importantly, your well-being is what matters most to us. We are relieved to know that you received prompt medical attention and that your health and safety were ensured. Your feedback has been carefully reviewed and shared with our senior management and dive operations teams, and it is being used to further strengthen our procedures, communication, and guest briefings to help prevent similar situations in the future. We are grateful for your honesty and for acknowledging the support provided by our teams during this experience. While we regret that the diving activity did not meet your expectations, your feedback is invaluable in helping us improve and maintain the highest standards across our operations. Thank you once again for sharing your concerns. We sincerely wish you continued good health and hope there may be an opportunity to welcome you back in the future to our island paradise for a more seamless and reassuring experience. Kind regards, Kseniia Dolganova Guest Experience Manager Mercure Maldives Kooddoo Resort