Dear Roma B., Thank you for your heartfelt review. We are delighted that you and your husband had such an extraordinary experience at Fairmont Mount Kenya Safari Club and that our surroundings, dining and the care of our team made your stay so special. Lincoln and Agnes will be especially pleased to know how much you appreciated their support. We will gladly share your kind recognition with them. We also appreciate you bringing the room amenities and bathroom temperature to our attention. Please accept our apologies that these aspects did not meet your expectations, particularly in the cool Mount Kenya climate. Your feedback has been shared with the relevant team for attention. Should you wish to share anything further, we would be pleased to hear from you directly and follow up personally. Thank you also for recognizing our conservation efforts, particularly the care of the animal orphanage. We hope to have the pleasure of welcoming you and your husband back for another memorable stay. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Catherine M., Thank you for continuing to make Fairmont Mount Kenya Safari Club your home away from home. We are delighted that you chose to celebrate your birthday weekend with your friends at the Club and that Daniel helped make the occasion so memorable. Your kind recognition will certainly be shared with him. We also appreciate your feedback regarding the access to the Riverside Suites and the breakfast selection. We regret that the condition of the driveway affected your comfort when moving to and from your room and we would welcome the opportunity to understand more about your experience and any suggestions you may have regarding breakfast. Please feel free to reach out to us directly, as we would value the opportunity to hear from you personally and make your next visit even more enjoyable. Thank you for your continued affection for the Club. We look forward to welcoming you and your friends back for many more celebrations and treasured moments. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Paul K. N., Thank you for your beautiful words. We are truly delighted that your family escape at Fairmont Mount Kenya Safari Club exceeded your expectations and left you with memories and moments to treasure. There is something special about stepping away from the everyday and finding time to reconnect with loved ones in the tranquility of our surroundings. Knowing that your stay offered exactly that is deeply rewarding to us. Thank you for choosing the Club and for your kind recommendation. It was a true pleasure hosting you and we look forward to welcoming you back again soon for another exceptional stay. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Prasad J., Thank you for your kind words. We are delighted that your stay at Fairmont Mount Kenya Safari Club was such a memorable experience. There is something truly special about unwinding in our cottages, surrounded by the tranquility of the forest beneath the majestic Mount Kenya and we are pleased that this unique setting, together with the warmth of our team, made your visit so rewarding. We also appreciate your feedback on the breakfast selection, as we continually seek to refine every aspect of the guest experience. Thank you for recommending us. We look forward to welcoming you back to the Club, where the beauty of our surroundings and the thoughtful care of our team await you once again. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Ahmed S. A., Thank you for choosing Fairmont Mount Kenya Safari Club for your family getaway. We are delighted that you enjoyed our beautiful surroundings and, most importantly, that your children were happy and your family had a wonderful time together. There is something special about sharing the beauty of our grounds and the wonders of nature with loved ones, and we are pleased that these moments contributed to your experience. Your feedback is sincerely appreciated and we look forward to welcoming you and your family back for another memorable stay filled with discovery, relaxation, and warm Fairmont hospitality. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Emma N., Thank you for such a heartwarming review. We are truly delighted that Fairmont Mount Kenya Safari Club has become your personal escape, a place where you can unwind, recharge and find a sense of tranquility. Knowing that our beautiful surroundings, the therapeutic experience of walking among the birds and wildlife and the care of our team make you feel so at home means a great deal to us. It is especially rewarding to know that you have already recommended the Club to your family and friends. Your intention to return for another relaxing stay before December is the loveliest compliment and we look forward to welcoming you back for two more nights of comfort, serenity and thoughtful hospitality. It was a true pleasure hosting you and we look forward to welcoming you back again soon for another exceptional stay. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Patrick E. M., Thank you for sharing such a wonderful reflection on your eight-day stay at Fairmont Mount Kenya Safari Club. We are delighted that every aspect of your experience, from the comfort of your accommodation and the quality of our dining to your safaris and the beauty of our grounds, made your time with us so memorable. What means the most to us, however, is knowing that our people made the greatest impression. The genuine warmth of our team, the thoughtful details and the personal connections formed throughout a stay are what make the Fairmont experience truly special. We will be delighted to share your kind recognition with Omondi and Francis, who will be pleased to know how much their care contributed to your visit. Thank you for choosing to stay with us and for allowing our team to make your time at the Club so special. We look forward to the pleasure of welcoming you both back for another exceptional stay. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Harsh V., Thank you for sharing your feedback following your stay at Fairmont Mount Kenya Safari Club. We are pleased that you appreciated our exceptional setting and the magnificent views and that Chef Sampath’s warmth and attentiveness added positively to your dining experience. Your kind recognition will be shared with him. We are, however, sorry that aspects of our food and beverage offering, particularly the buffet selection, did not fully meet your expectations. We also regret your concerns regarding the plumbing in the room bathrooms. Guest comfort is paramount and we recognise the importance of ensuring that our facilities are maintained to the standard expected of Fairmont. Please be assured that your observations have been shared with the relevant teams for attention. Thank you for bringing these areas to our attention. Your feedback is valuable as we continue working to improve the guest experience and we hope to have the pleasure of welcoming you back for a more satisfying stay. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Sharon C. P. L., Thank you for making Fairmont Mount Kenya Safari Club part of your family’s annual tradition. It is truly special to know that, since your first visit in 2023, the Club has continued to hold such a meaningful place for you, your wife, and your friends. We are delighted that the children had such a wonderful time and that Joshua and our wider team helped make the retreat memorable. We equally appreciate your candid feedback regarding the service delays during an exceptionally busy weekend, particularly with Royal Service and the children’s mealtimes. While we are pleased that our team responded with care and ownership, we recognize that the experience should be seamless even during periods of high occupancy. Please accept our sincere apologies for the inconvenience. Your generous recognition of so many colleagues across our restaurants, Tusks Bar, Front Office, Royal Service and guest activities is especially appreciated. We will ensure your kind words reach Francis, James, Oginga, Angeline, Llelempaa, Christine, Paul, Rachel, Jasper, Nympha, Mike and Humphrey, as well as Joshua and the wider team. Such recognition means a great deal to our colleagues and reinforces the value of the genuine connections they build with our guests. Sharon, thank you for your continued trust, your thoughtful feedback and for bringing your friends into the Fairmont family. We look forward to welcoming you all back soon for an even more seamless stay and to making your next annual retreat every bit as special as the tradition deserves. Warm regards, Veronique Delattre General Manager, Fairmont Mount Kenya Safari Club.

Dear Carol Y. T., Thank you for sharing such a heartfelt account of your family’s stay at Fairmont Mount Kenya Safari Club. We are delighted that our team made you and your children feel so well cared for and that we could make your daughter’s birthday a truly special occasion. Creating meaningful moments for our guests, especially those celebrating milestones with their loved ones, is a privilege we cherish. Your description of the riverside room, nestled among the trees with the soothing sound of the river, beautifully captures the tranquility that makes the Club so unique. It is equally rewarding to know that you enjoyed the cuisine and had the opportunity to meet our Executive Chef. Your kind words about the entire team, from our reception colleagues to our golf cart driver, will be shared with them all. Thank you for choosing to celebrate with us and for allowing us to be part of such precious family memories. We look forward to welcoming you and your family back for many more special moments. Warm regards, Véronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Evelyn, Thank you for taking the time to share your feedback following your family stay with us. We are delighted to know that you found the hotel quiet, peaceful and scenic, and that your children enjoyed seeing the animals and the beautiful grounds. It is also wonderful to hear that our reservations team was helpful and that you appreciated the many activities available throughout the resort. Thank you as well for your constructive suggestions regarding additional non-wheat options and more baby-friendly, healthy food choices. We have shared your comments with our culinary team as we continually look for ways to enhance our dining experiences for families travelling with young children. I was, however, particularly concerned to read your comments regarding your experience in the restaurant. Please allow me to sincerely apologize if the level of service you received did not meet your expectations. That said, I would like to reassure you that Fairmont Mount Kenya Safari Club is fully committed to welcoming and serving every guest with the same care, attention and respect, regardless of nationality, ethnicity or background. Discrimination of any kind has no place in our values, culture or service standards. While there may unfortunately have been occasions where the service was not as attentive as it should have been, this does not reflect discrimination, nor the standards we expect from our team. We take your feedback seriously and will review the concerns raised with our restaurant leadership team to better understand the circumstances and reinforce our service standards. I would also like to apologize if our team did not proactively engage with you regarding your children's dining needs. We generally encourage our colleagues to speak directly with parents of young children so that we can tailor meals to their preferences and requirements. Please note that we are able to prepare a wide range of baby-friendly and toddler-friendly dishes directly from our kitchen, including simple and nutritious options that may not always be displayed on the buffet. We regret if this was not communicated to you during your stay. Thank you for recognizing several aspects of your experience, including your accommodation, cleanliness, concierge service, booking experience, check-in process and our sustainability initiatives. As a valued ALL - Accor Live Limitless member, your feedback is extremely important to us. We truly appreciate your comments and hope to have the opportunity to welcome you and your family back in the future for an even more enjoyable and seamless experience. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Esther, Thank you for taking the time to share your feedback following your recent stay at Fairmont Mount Kenya Safari Club. We are delighted to learn that you enjoyed your riverside room, the horse-riding experience, and the opportunity to explore the property through peaceful walks. It is wonderful to know that the tranquil atmosphere of the resort contributed to a memorable stay. We are particularly pleased to read your kind recognition of our team members, especially Nderitu, James, Joseph, Eileen, Morris, Isaac, and Darrel. We will be sure to share your compliments with them, as such recognition is greatly appreciated. Thank you also for your valuable suggestions regarding breakfast variety. We appreciate your recommendation to introduce more regional and rotating breakfast options and will share this feedback with our culinary team for consideration. We are equally grateful for your observations regarding our sustainability initiatives. We particularly appreciate your suggestion concerning the use of a linen and towel change indicator. In fact, we do currently place a card on the bedside table inviting guests to indicate their preference regarding the replacement of towels and bed linen. Unfortunately, we recognize that the design and placement of this card may not make it sufficiently visible, and your comments are helpful as we review ways to improve communication around our sustainability practices. I also noticed that you rated your spa treatment experience at 70/100. While I am pleased that you chose to experience our spa, I would be most grateful if you could share a little more detail about your treatment and what we could have done to make the experience more enjoyable. Understanding your perspective will help us identify opportunities for improvement and ensure we continue to enhance the wellness experience we offer our guests. Thank you once again for your thoughtful feedback and for your loyalty as an ALL - Accor Live Limitless member. We are delighted that you would recommend us to friends and family, and we look forward to welcoming you back for another relaxing stay in the near future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Christopher, Thank you for taking the time to share your detailed feedback following your recent stay at Fairmont Mount Kenya Safari Club. We are delighted to know that you and your wife enjoyed your experience with us and appreciated the beautiful surroundings, relaxing ambiance, personalized touches, and warm service provided by our team. It is particularly rewarding to read your recognition of Jasper, Eileen, Jane, Oginga and Kanana. We will be delighted to share your kind comments with them. We are also pleased to hear that you enjoyed your riverside room, the fireplace, and the overall comfort of your accommodation. Thank you as well for your thoughtful comments regarding our dining experience. We regret that the variety of food offerings did not fully meet your expectations, particularly during lunch and breakfast. Your feedback regarding additional meat options and greater variety has been shared with our culinary team for review. I would also like to apologize for the confusion regarding beverages included in your Full Board package. As part of the Full Board experience, drinking water and the daily juice selection are available during lunch and dinner service at the Verandah. Unfortunately, it appears that this may not have been clearly communicated to you by our team, and for this we sincerely apologize. Regarding room service, we appreciate your comments and understand your preference to enjoy meals in the privacy and comfort of your chalet. At present, our Full Board package includes meals served in our restaurants, while the room service menu operates as a separate à la carte offering and is therefore chargeable. This approach is similar to that adopted by many resorts and hotels offering meal plans. That said, we fully appreciate your perspective and will certainly take your comments into consideration as we continue to review and enhance our guest experience. Thank you also for your kind words regarding our sustainability efforts and for sharing your memories of Mr. Ndegwa's hospitality legacy. Such heartfelt comments are truly appreciated. Once again, thank you for choosing Fairmont Mount Kenya Safari Club. We greatly value your feedback and sincerely hope to have the pleasure of welcoming you back for an even more enjoyable stay in the future. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

Dear Cynthia, Thank you for taking the time to share your wonderful feedback following your recent stay at Fairmont Mount Kenya Safari Club. We are absolutely delighted to learn that everything was perfect and that your stay was a "perfect getaway." Knowing that our resort has become one of your favourites is truly rewarding for the entire team. Your exceptional ratings across all aspects of your experience, from the booking process and arrival experience to your accommodation, dining, cleanliness, and our sustainability initiatives, are greatly appreciated. It is especially gratifying to know that our team contributed to making your stay so memorable. We are also delighted that you would highly recommend Fairmont Mount Kenya Safari Club to your family and friends. Recommendations such as yours are the greatest compliment we can receive and inspire us to continue delivering exceptional experiences to our guests. If you would be willing, we would be sincerely grateful if you could also share your experience on Google. Reviews from valued guests like yourself help other travellers discover Fairmont Mount Kenya Safari Club, and your recommendation would mean a great deal to our team. Thank you once again for choosing Fairmont Mount Kenya Safari Club. We look forward to welcoming you back very soon for another perfect getaway. Warm regards, Veronique Delattre General Manager Fairmont Mount Kenya Safari Club

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