Gem Forest Hotel Nairobi - MGallery Collection 5 stars

Dear Alexander, Thank you so much for sharing such a wonderful and detailed review of your stay with us. We are truly delighted to know that you had a comfortable, calm, and memorable experience. It means a lot to us that you appreciated the small personalized touches, from the handwritten cards to the birthday bed decoration and customized TV message—creating special moments for our guests is always our priority. A special thank you for recognizing David for his excellent room and bed decoration. We will be sure to share your kind words with him and the entire team, as it will be a great source of motivation. We also appreciate your feedback regarding breakfast, as well as your high ratings across all aspects of your stay. Your comments help us continue improving and delivering exceptional hospitality. Thank you once again for choosing us and for recommending our hotel so highly. We truly hope to welcome you back soon for another memorable stay. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Dear Jasmit, Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to hear that you had a lovely stay and that your overall experience was so positive. It’s especially rewarding to know that you appreciated our accommodation, cleanliness, breakfast selection, WiFi, and the service provided by our team. Your excellent ratings and your willingness to recommend our hotel truly mean a lot to us and motivate us to continue delivering memorable experiences. We are also pleased that you recognized our commitment to sustainability — this is an area we care deeply about, and your acknowledgment is greatly appreciated. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you back very soon for another great experience. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Dear Angela, Thank you for taking the time to share your detailed feedback regarding your recent stay at Gem Forest. We are truly sorry to hear that your second visit did not meet the high expectations set by your previous experience. Please accept our sincere apologies for the frustrations and inconveniences you encountered. We take your concerns very seriously: Happy Hour Miscommunication: We regret the confusion caused by the advertised promotion and the inconsistent information provided by our bar staff. This is not the experience we aim to provide, and we are reviewing how promotional materials are communicated and ensuring our team is fully informed about active offers. Fire Alarm Incident: We sincerely apologize for the lack of clear guidance during the alarm. Guest safety is our top priority, and we understand how stressful this situation must have been. We are reviewing our emergency communication procedures and staff training to ensure prompt and clear instructions are provided in any future incident. Room Service Menu Accuracy: Thank you for pointing this out. We will ensure that our room service menu reflects real-time availability to prevent confusion and provide a smoother experience for guests. Front Desk Interaction at Checkout: We regret that your concerns were not received with the attentiveness and professionalism you deserved. Your feedback has been shared with our front office management to improve how guest concerns are handled and to explore alternative channels for feedback when needed. We deeply regret that your recent stay did not reflect the high standards you experienced previously. Your observations are extremely valuable, and we are taking immediate steps to address the issues you raised. We hope you might consider giving us another opportunity in the future to provide the exceptional experience you remembered from your first visit. Please feel free to contact me directly should you wish to discuss your stay further. Once again, our sincere apologies, and thank you for bringing these matters to our attention. Kind regards, Gem Forest Hotel Nairobi- MGallery Collection!

Dear Linda, Thank you for taking the time to share your feedback regarding your recent stay with us. We are truly sorry to learn that your second visit did not meet your expectations, and we sincerely apologize for the inconveniences you experienced. We are especially concerned to hear about the rudeness you encountered from Stephen and Robert at the front desk, the cleanliness issues in the spa and mirrors upon check-in, as well as the closed pool bar. Your comments about breakfast, in-room dining, bar services, concierge, and WiFi speed are also taken very seriously. Please rest assured that these matters have been escalated to our management and departmental teams for immediate review and corrective action. This is certainly not the standard of service we aim to provide, and we deeply regret that your experience did not reflect the high standards we strive for at every touchpoint. We are taking steps to address service training, maintenance, and operational improvements to prevent similar issues in the future. We value your loyalty as an ALL Classic member and hope that, despite this experience, you might consider giving us another opportunity to restore your confidence in our hotel and provide the exceptional stay you expected. Should you wish to discuss your stay further, we would welcome the opportunity to speak with you directly. Once again, please accept our sincere apologies, and thank you for bringing these matters to our attention. Kind regards, Gem Forest Hotel Nairobi- MGallery Collection!

Dear Caroline, Thank you very much for sharing your wonderful feedback with us following your recent family stay. We are delighted to hear that you loved every bit of your stay and that you enjoyed the beautiful colours, décor, and comfort of your room. It is especially rewarding to know that our team—from reception to the dining area—provided you with friendly and attentive service that made your stay memorable. Thank you for your kind recognition of the receptionist who checked you in and the gentleman who served you at our Indian restaurant. We are pleased to hear that his patience and care made your dining experience enjoyable, especially for your daughter. Your compliments will certainly be shared with the team. We also appreciate your constructive feedback regarding breakfast variety and team ratings. Your comments have been noted and will help us review our offerings and service consistency to further enhance the guest experience. It is wonderful to know that you enjoyed our views, location, and overall atmosphere, and we are truly grateful for your recommendation. We look forward to welcoming you and your family back again for another happy stay. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!