Dear F., Thank you for choosing Fairmont Mount Kenya Safari Club once again and for taking the time to share your feedback following your fifth family stay with us. We are truly honoured by your continued loyalty and delighted to know that our resort remains one of your preferred family destinations. It is wonderful to hear that you appreciate the convenience of travelling from Nairobi and that you continue to enjoy the beauty of the property and the overall experience we strive to create for our guests. Thank you as well for your comments regarding the booking experience on the ALL App. We understand your concerns regarding availability and rate restrictions and will share your observations with the relevant teams for review. I would also like to sincerely thank you for your candid feedback regarding our food offering. While I am pleased that you found the variety extensive, I am disappointed to learn that the quality, flavour and preparation, particularly of the breakfast and dinner selections, did not meet your expectations. As a five-star destination, this is certainly not the impression we wish to leave, and your comments have been shared with our culinary leadership team for careful review. One point that particularly caught my attention was your rating of 30/100 for our team. This is difficult to reconcile with your comments describing our staff as amazing, and I would be genuinely grateful if you could provide a little more detail about your experience. Understanding the reasons behind this score would greatly help us identify any shortcomings and address them appropriately. If there were specific interactions, service moments or areas where we failed to meet your expectations, I would very much appreciate learning more. Thank you again for your valuable feedback and for your continued loyalty as an ALL Silver member. We sincerely hope to have the pleasure of welcoming you and your family back for a sixth stay, and to provide an experience that exceeds your expectations in every aspect. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Nita, Thank you for taking the time to share your feedback following your recent family stay at Fairmont Mount Kenya Safari Club. We are delighted to learn that you enjoyed the beauty of the property and that your overall experience was a positive one. We are also grateful for your excellent ratings regarding your accommodation, cleanliness, arrival experience and the service provided by our team. However, I was very concerned to read your comments regarding your food allergies and dietary requirements. Please accept my sincere apologies for the disappointment and inconvenience this caused during your stay. At Fairmont Mount Kenya Safari Club, we routinely cater for guests with food allergies, intolerances and special dietary requirements, and we always strive to provide suitable alternatives without compromising the guest experience. What you have described is certainly not in line with our usual practices or the level of care we aim to provide. I will personally review your comments with our culinary and restaurant teams to better understand what occurred and why appropriate alternatives were not offered. We take food allergies very seriously, and I regret that we failed to make you feel properly accommodated during your stay. Thank you for bringing this matter to our attention. Your feedback is invaluable as it helps us identify areas where we can improve. We sincerely hope to have the opportunity to welcome you and your family back in the future and provide you with the seamless and personalized dining experience that you should have received on this occasion. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Daniella, Thank you for taking the time to share your feedback. We are delighted to know that you enjoyed our facilities and that our team made a positive impression through their helpful and courteous service. At the same time, please accept our sincere apologies for the oversights you experienced regarding the minibar and the second room key. These are certainly not the standards we strive to deliver, and we have shared your comments with the relevant teams to ensure greater attention to detail in the future. Regarding your request for a late check-out, I completely understand your disappointment. As explained during your stay, your visit coincided with a particularly busy long weekend, with school holidays having just begun, and the resort was operating at full occupancy. While we always do our utmost to accommodate late check-out requests whenever possible, we must also ensure that arriving guests can access their rooms on time. Unfortunately, on this occasion, extending your departure time would have impacted the preparation of rooms for incoming guests. I appreciate your assumption that a Sunday would typically be a quieter day, and under normal circumstances this might well be the case. However, the holiday period created exceptionally high demand across the resort, limiting our flexibility more than usual. Thank you once again for your valuable feedback. We truly appreciate your understanding and hope to have the opportunity to welcome you back for a seamless and memorable stay in the future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Bernd, I hope you are doing well. Thank you for taking the time to share your feedback following your recent stay with us. I was particularly concerned to read your comments regarding what you perceived as a decline in our service standards, especially in terms of attentiveness, friendliness, and communication from our team. While I am pleased to see that you enjoyed the comfort and cleanliness of your accommodation, I was disappointed to note the ratings for your arrival experience, breakfast, interactions with our team, and departure process. Your overall score and reluctance to recommend us are especially troubling, as they are far from the experience we strive to create for our guests. As a valued ALL Gold member, your feedback carries significant importance to us, and I would be grateful if you could share a little more detail about your experience. In particular, I would like to better understand: What aspects of your check-in experience led to your low rating. Which interactions with our team left you feeling that attention to guests, friendliness, or communication were lacking. What disappointed you during breakfast. What aspects of the check-out process fell short of your expectations. The more specific information you can provide, the better we can investigate the matter with the relevant teams and address any shortcomings. Please accept my sincere apologies if we failed to deliver the warm, personalized service that Fairmont Mount Kenya Safari Club is known for. We value your loyalty and would greatly appreciate the opportunity to understand where we fell short and restore your confidence in us. Thank you again for your candid feedback. I look forward to hearing more about your experience. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Brigitta, Thank you for taking the time to share your feedback following your recent stay with us and for your kind comments regarding the Suite, our team, and the in-room amenities. I was delighted to read that you found the suite excellent, appreciated the service provided by our colleagues, and enjoyed the efficiency of your arrival experience. At the same time, I was surprised by some of the ratings provided and I would greatly appreciate the opportunity to better understand your experience. In particular, I would be grateful if you could elaborate on a few points: You rated your accommodation, cleanliness, and our team very highly, yet your overall experience was scored at 70/100. I would appreciate understanding what factors most influenced your overall impression. You mentioned your disappointment with the breakfast and dinner offerings. While I am sorry that the food presentation and variety did not meet your expectations, I would welcome any additional details that could help our culinary team better understand where we fell short. Regarding your departure experience, I noted your comments concerning our 10:00 a.m. check-out time. While this remains our standard departure time, I would be interested to know whether there were any other aspects of your check-out experience that contributed to your rating. You also rated our sustainability commitment at 50/100. As sustainability is a significant focus for us, from responsible resource management and local sourcing initiatives to conservation efforts within our unique environment, I would be very interested to understand what specifically led to this assessment. Was there something you felt was missing, or perhaps an expectation that was not met? Your perspective would be invaluable in helping us better communicate and enhance our sustainability efforts. I would also like to clarify the point regarding room service breakfast. Depending on the package booked, breakfast may be included when taken in our restaurant, while a tray delivery charge may apply to in-room dining. If this was not clearly explained, I sincerely apologize for any confusion caused. Thank you once again for your candid feedback. We genuinely value your observations and would greatly appreciate any additional insights you can provide, as they will help us continue improving the guest experience. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Elisabetta, Thank you for taking the time to share your feedback and for your beautiful description of Fairmont Mount Kenya Safari Club as a "corner of Paradise." I was delighted to read that you enjoyed your stay, particularly your accommodation, the cleanliness of the resort, the warmth of our team, and our commitment to sustainability. It is especially rewarding to know that you would recommend us to your friends and family. I also sincerely appreciate your observation regarding the experience of solo travelers. While many of our activities are designed around private experiences, I understand that some may become less accessible when enjoyed individually due to availability or pricing considerations. Your suggestion to expand options specifically tailored to solo guests is an excellent one, and I have shared it with our team for consideration as we continue to enhance our guest experiences. Thank you once again for your kind comments and constructive feedback. We are truly grateful that you chose to stay with us, and we hope to have the pleasure of welcoming you back to our little corner of paradise in the near future. If you have a few moments to spare, we would be delighted if you could also share your experience on Google or TripAdvisor. Reviews such as yours help fellow travelers discover the unique magic of Fairmont Mount Kenya Safari Club. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Amy, Thank you for your wonderful feedback. Reading your comments truly brought a smile to our faces. I am absolutely delighted that you chose Fairmont Mount Kenya Safari Club to celebrate your birthday and that our team helped make the occasion so special and memorable. Your kind recognition of Nellie, Faith, Maurine, Daniel, Peter, Egesa, Lincoln, Benson, and Marie is greatly appreciated, and I will personally ensure that your compliments are shared with each of them. Creating magical moments through genuine care, thoughtful touches, and warm hospitality is what we strive for every day, and I am thrilled to know that you felt so well looked after throughout your stay. Thank you once again for your incredibly kind words. If you have a few moments to spare, we would be truly grateful if you could share your experience on Google or TripAdvisor as well. Reviews such as yours mean a great deal to our team and help other travelers discover our little corner of paradise. We look forward to welcoming you back for another memorable celebration in the future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Sanjeev, Thank you for taking the time to share your feedback following your recent family stay with us. I am delighted to know that you found your experience both beautiful and rejuvenating and that you enjoyed our unique location at the foot of Mount Kenya. It is especially rewarding to see your excellent ratings for your accommodation, cleanliness, our team, check-in and departure experience, as well as our sustainability efforts. Your recommendation means a great deal to all of us, and I will be pleased to share your kind comments with the team, who will be encouraged to know they helped create such a memorable stay. Should you have a few moments to spare, we would be truly grateful if you could share your experience on Google or TripAdvisor. Recommendations from guests such as yourself are invaluable in helping other travelers discover Fairmont Mount Kenya Safari Club. Thank you once again for your support. We look forward to welcoming you and your family back for another rejuvenating stay in the near future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Fatum, Thank you for taking the time to share your feedback following your recent stay at Fairmont Mount Kenya Safari Club. I am delighted to learn that you enjoyed your experience with us and that our team contributed positively to your stay. Your kind words are truly appreciated and will be shared with our colleagues, who take great pride in creating memorable moments for our guests. Feedback such as yours is incredibly rewarding and motivates us to continue delivering exceptional experiences in this very special setting at the foot of Mount Kenya. If you have a few moments to spare, we would be truly grateful if you could share your experience on Google as well. Reviews from our guests help other travelers discover the resort and are a wonderful recognition of the efforts of our team. Thank you once again for your support. We look forward to welcoming you back to Fairmont Mount Kenya Safari Club very soon. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Martin A. C., Thank you for choosing Fairmont Mount Kenya Safari Club for your stay and for sharing your experience. We are delighted that you and your companion enjoyed the restful comfort of your room, the quality of our buffet and the attentive service provided by our team. We also appreciate your feedback regarding your arrival and check-in experience. We sincerely regret that this aspect of your stay did not meet your expectations and we will share your feedback with the relevant team as we continue striving to make every stage of the guest journey seamless and welcoming. Thank you for your recommendation and for allowing us to be part of your time in Nanyuki. We look forward to welcoming you back for another relaxing and memorable stay. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Benjamin, Thank you for your wonderful feedback and for choosing Fairmont Mount Kenya Safari Club. We are delighted to learn that you enjoyed your stay and that our team, facilities, and surroundings contributed to a memorable experience. Your kind words are truly appreciated and will be shared with our colleagues, who will be encouraged by your recognition. Should you have a few moments to spare, we would be most grateful if you could share your experience on Google as well. Reviews such as yours help future travelers discover our resort and mean a great deal to our team. Thank you once again for your support, and we look forward to welcoming you back to Fairmont Mount Kenya Safari Club in the near future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Ian J. C., Thank you for sharing such a thoughtful and detailed account of your stay at Fairmont Mount Kenya Safari Club. We are delighted that you and your wife enjoyed the beautiful grounds, the tranquil setting of your room, our wildlife and outdoor activities and the warm service at Tusks Bar. It is particularly encouraging to know that our team responded promptly to your wife’s health concerns and ensured she received appropriate medical attention and follow-up. We also appreciate your candid feedback on the dinner experience. While we are pleased that you enjoyed the quality of our food and service, we understand that the style of dining is an important part of the overall experience and we regret that the buffet format did not meet your expectations for a luxury evening. Your comments on the room layout and the access to a power socket near the full-length mirror are also well noted. We sincerely apologize for the lack of clarity regarding the price of the Kenyan gin. Guests should be clearly informed when a recommended option carries a premium price, allowing them to make an informed choice. We regret that this was not your experience and will share your feedback with our Food and Beverage team. We also appreciate you highlighting the water-filled potholes along the road, which will be brought to the attention of the relevant team. Thank you for recognizing the dedication of our gardeners, activity guides and wider team. Your feedback helps us understand both what made your stay special and where we can improve. We hope to have the pleasure of welcoming you and your wife back for an even more fulfilling experience. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Joan K., Thank you for returning to Fairmont Mount Kenya Safari Club for the third time and for sharing such a lovely recommendation. It is especially rewarding to know that you continue to find the journey worthwhile and that our team’s genuine care and attention make you feel comfortable on each visit. Your continued trust is a wonderful compliment to us. We also appreciate your candid feedback regarding the variety of our lunch and dinner offerings. While we are delighted that you enjoyed the property, our team’s service and the experiences available at the Club, we recognize that variety is an important part of a memorable dining experience. Your comments will be shared with our Food and Beverage team for consideration. Thank you for your loyalty and for choosing to return. We look forward to welcoming you back for your fourth visit and creating another exceptional experience. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Jean N., Thank you for sharing such a heartfelt account of your family’s stay at Fairmont Mount Kenya Safari Club. We are truly touched that you chose to celebrate your little boy’s milestone with us and it is especially meaningful to know that our team helped make the occasion special despite his not feeling well upon arrival. Your kind recognition of our security, Reception, restaurant and wider team reflects the spirit of hospitality we strive to uphold anticipating needs, extending kindness and ensuring every family feels genuinely cared for. We are delighted that the arrangements for your little one, from his meals to in-room dining, helped make your stay more comfortable. It is also wonderful to know that our conservation work, particularly our efforts to protect the endangered Mountain Bongo, left such a lasting impression on you. Inspiring a deeper connection with conservation is something we value greatly. We also appreciate your feedback regarding reaching us by telephone before arrival and we will share it with the relevant team. Thank you for your trust and recommendation. We look forward to welcoming you, your wife and your little boy back for many more cherished family memories as he grows. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Elizabeth N., Thank you for such wonderful feedback. We are delighted that your family enjoyed a truly memorable stay and that our thoughtful menus, exceptional team and exquisite surroundings made such a lasting impression. It is especially pleasing to know that your suite was everything you had hoped for and more. We are also grateful for your kind recognition of Francis and we will be delighted to share your appreciation with him and the wider team. We also appreciate your constructive feedback regarding email response times. We understand how important timely communication is, particularly when planning a stay and your comments will be shared with the relevant team as we continue to strengthen this part of the guest journey. Thank you for choosing Fairmont Mount Kenya Safari Club. We look forward to welcoming you and your family back for another exceptional experience. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Rosebell W., Thank you for sharing your thoughtful feedback with us. We are pleased to know that you enjoyed your room, the service and food overall and that you found your stay comfortable and satisfactory. We are, however, sorry that your experience on Sunday did not reflect the attentive service and culinary standards we strive to maintain. We particularly regret that you felt our team was less eager to assist and that the meals did not meet your expectations. Your feedback regarding greater variety at breakfast is also appreciated and will be shared with our Culinary team for consideration. We are grateful for your kind recognition of Kinyua and will be delighted to share your appreciation with them. Thank you for choosing Fairmont Mount Kenya Safari Club and we hope to have the pleasure of welcoming you back for an experience that is consistently exceptional throughout your stay. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear G. M., Thank you for sharing your experience with us. We are delighted to know that, while visiting as part of a business group, you found the beautiful setting, comfortable accommodation and most importantly, our team contributed to making your stay special. It is particularly heartening to hear your appreciation of our colleagues. Knowing that their friendliness and helpfulness added to your enjoyment is a wonderful compliment to the entire team. We truly appreciate you choosing Fairmont Mount Kenya Safari Club for your visit and hope to have the pleasure of welcoming you back on a future journey to Kenya. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Loreen K., Thank you for sharing such wonderful feedback following your first stay with us. We are delighted that you enjoyed the luxurious surroundings and most importantly, felt genuinely cared for by our team throughout your holiday. We are especially pleased to hear that Mariah and Collins made such a positive impression through their attentive and thoughtful service. Knowing that their care contributed to your decision to extend your stay is a wonderful compliment and we will be delighted to share your recognition with them. Thank you also for your constructive feedback. We appreciate your suggestion regarding greater vegetarian variety at breakfast and will share this with our culinary team for consideration. We also note your feedback regarding the clarity of our resident rates and will share this with the relevant team to help ensure the information is communicated as clearly as possible. It is wonderful to know that your first visit was such a memorable one and we are already looking forward to welcoming you back for another comfortable and luxurious stay. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Esther W., Thank you for sharing your feedback with us. We are pleased to know that you had an enjoyable stay overall and that you appreciated our team, cleanliness, breakfast and the various aspects of your experience. We are, however, sorry to learn that the mattress in your room did not provide the comfort you expected. We understand how important a restful night’s sleep is and we appreciate you bringing this to our attention. Your feedback will be shared with our Rooms Division and relevant teams for review. Thank you once again for choosing Fairmont Mount Kenya Safari Club and for your constructive feedback. We hope to have the pleasure of welcoming you and your family back for an even more comfortable and exceptional stay. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.