Dear Karan, Thank you for your wonderful feedback and for your loyalty as an ALL-Accor Gold member. We are delighted that you felt at home and pampered throughout your stay. We sincerely appreciate your kind recognition of Anthony Mwaniki and his team, as well as Vanessa and Douglas. We will gladly share your words with each of them. Thank you for choosing Mercure Nairobi Hotel. We look forward to welcoming you back soon. Kind Regards, Ken Musili, General Manager.

Dear Victoria, Thank you for sharing your feedback and for your loyalty as an ALL-Accor Classic member. We are delighted that you had a great experience and appreciated the call to check on you in your room. Caring for our guests is at the heart of what we do, and your kind words mean a great motivation to us. We are especially pleased that Oscar Kipchumba at our restaurant provided great and respectful service. We will gladly share your recognition with him. Thank you for choosing Pullman Nairobi Hotel. We look forward to welcoming you back soon. Kind Regards, Ken Musili, General Manager.

Dear Abdiasis, Thank you for sharing your feedback and for your loyalty as an ALL-Accor Classic member. We sincerely apologise that your blanket and bed did not meet your expectations, and that you experienced discomfort because of dust and allergies. We also regret that the bed was not comfortable and that you felt the food selection lacked variety. This is not the standard we aim to provide. We have shared your feedback with our housekeeping and culinary teams so that they can review bedding cleanliness and our menu offerings. We also appreciate your suggestion regarding ease of access and will pass it on to the relevant teams. Thank you for choosing Pullman Nairobi Hotel. We hope to welcome you back and provide you with a much better experience. Kind Regards, Ken Musili, General Manager.

Dear Zira, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed a comfortable stay and that our restaurant, security and front desk teams delivered exceptional service. We will gladly pass on your kind words to each of these teams. Recognition like yours is a great source of motivation to them and to all of us as we continue to deliver warm and attentive hospitality. Thank you for choosing Pullman Nairobi Hotel. We look forward to welcoming you back for another comfortable stay. Kind Regards, Ken Musili, General Manager.

Dear Amir, Thank you for sharing your feedback and for your loyalty as an ALL-Accor Classic member. We are pleased to hear that your overall experience with us was good. We sincerely apologise that the Wi-Fi signal in your room did not meet your expectations. Reliable connectivity is important to our guests, and we have shared your feedback with our Engineering and IT teams so that they can review the connection speed in our rooms. Thank you for choosing Pullman Nairobi Hotel. We hope to welcome you back soon and provide you with an even better experience. Kind Regards, Ken Musili, General Manager.

Dear Grace, Thank you for taking the time to share your feedback following your stay at Pullman Nairobi. We are delighted to hear that you enjoyed a comfortable stay and excellent service, and that your Business Planning Meeting was well supported. We are especially pleased that Lilian Katunge from our Sales team and Alvin Ngugi and the Reservations team made such a positive contribution to your experience. We will gladly share your kind recognition with them. Thank you for choosing Pullman Nairobi. We look forward to welcoming you back for your next meeting or stay. Kind Regards, Ken Musili, General Manager.

Dear Zanele, Thank you for taking the time to share such a detailed and thoughtful review. We are delighted to learn that your stay was a positive one from the moment of check-in, and that you enjoyed your room, the breakfast and the warm, attentive service from our team. We are also pleased that the in-room amenities, including the iron and ironing board and personal essentials, added to your comfort. Providing a safe, comfortable and welcoming environment is at the heart of what we do. We greatly appreciate your recommendation and your continued support. It would be our pleasure to welcome you back for another memorable stay. Kind Regards, Ken Musili, General Manager.

Dear Peter, Thank you for taking the time to share your thoughtful feedback following your recent stay. We are delighted that you enjoyed the cleanliness of our rooms, the quality of our cuisine, and the warm service provided by our team. We are especially grateful for your recognition of Lilian Katunge. We are pleased that her attentive approach, her ability to listen, and her commitment to meeting your needs made such a positive impression, and we will be pleased to convey your appreciation to her and the team. We also value your feedback on our tea and coffee service. Your suggestion to offer a self-service option, in line with our other meal offerings, has been shared with the relevant team for consideration. Thank you for acknowledging our sustainability initiatives, including the use of wooden toothbrushes and more environmentally conscious packaging. We remain committed to reducing our environmental impact, and it is encouraging to know that these efforts are appreciated. As a valued ALL Accor Classic member, we sincerely thank you for your loyalty and continued support. We look forward to welcoming you back for another excellent and sustainable stay. Kind Regards, Ken Musili, General Manager.

Dear Sandra, Thank you for sharing such detailed and constructive feedback. We are pleased that you enjoyed a peaceful and comfortable stay and a warm welcome, and we will gladly pass on your kind words to Nicholas and Yvette. We are truly sorry that your housekeeping experience did not meet the standard you should expect from us. Having to ask more than once for something as essential as toothpaste should never have happened, and we sincerely apologise for the frustration and inconvenience this caused. Please be assured that your feedback has been shared with our housekeeping team, and we are taking steps to ensure greater attention to detail and consistency in the future. We also regret that your departure arrangements did not meet your expectations. After a week-long stay, we understand you had hoped for greater flexibility with your check-out, and your feedback on this has been shared with our management team for review. Thank you for your loyalty and for helping us improve. We would be honoured to welcome you back to Pullman Nairobi and provide a stay that reflects the standard you deserve. Kind Regards, Ken Musili, General Manager.

Dear Heriniaina, Thank you for taking the time to share your feedback. We are delighted that you enjoyed your stay and found our team welcoming and attentive, particularly Evet. We are pleased that you felt safe and comfortable throughout your visit, and that you appreciated our security measures, the in-room safe, the quality of our cuisine, and the tranquil, beautiful surroundings of the property. We are especially grateful that you chose to return for a second stay. Your continued trust and satisfaction are a meaningful recognition of our team's efforts and reinforce our commitment to maintaining the high standards of service our guests deserve. We sincerely appreciate your continued support and look forward to welcoming you back to Pullman for many more enjoyable stays. Kind Regards, Ken Musili, General Manager.

Dear David, Thank you for taking the time to share your feedback. We are pleased that you enjoyed your stay and the service you received. Regarding your ALL Accor Reward points, we sincerely apologise for any confusion. On this occasion, the reservation was made through a third party (your company), and the accommodation charges were settled directly by the company rather than by you as the registered guest. Consequently, the stay did not meet the programme's qualifying conditions for the accrual of points. We value your loyalty and appreciate your understanding. We look forward to welcoming you again and to supporting you in making the most of your ALL Accor membership. Kind Regards, Ken Musili, General Manager.

Dear Yvette, Thank you for sharing your feedback following your weekend stay at Pullman Nairobi Upper Hill. We are delighted to hear that you and your family had a comfortable and enjoyable experience with us. We are particularly pleased that Evet at our reception desk made such a positive impression through her warm, courteous, and solution-oriented approach. We are equally grateful for your kind words about our gym team, especially the colleague on duty on Sunday morning. We will be sure to share your appreciation with both team members. We are also glad that you enjoyed our tasteful décor, convenient location, and peaceful surroundings, which allowed you and your family to relax and enjoy a well-deserved rest. It is especially gratifying to learn that you consider Pullman Nairobi Upper Hill your preferred Accor hotel in Kenya. Your Feedback is a great encouragement to our entire team and inspires us to continue delivering warm and memorable experiences. We look forward to welcoming you and your family back for another exceptional stay. Kind Regards, Ken Musili, General Manager.

Dear Chistian, Thank you for taking the time to share your feedback following your recent stay at Pullman Nairobi Upper Hill. We are delighted that we have become your preferred choice when visiting Nairobi, and that our location and, above all, the service of our team continue to make your stays enjoyable. We are pleased that you appreciated the warm welcome, the efficient check-in, and your room upgrade. It is especially rewarding to hear that Vero and our Lounge team went the extra mile to ensure you could enjoy refreshments despite your late arrival. We will be sure to pass on your kind recognition to Vero. We are also glad that you enjoyed the comfort and design of your room, as well as our gym, pool, and breakfast. Knowing that Pullman Nairobi Upper Hill provided everything you needed for a comfortable layover is truly gratifying. Thank you again for your kind words about our team. We look forward to welcoming you back on your next visit to Nairobi and providing you with another exceptional stay. Kind Regards, Ken Musili, General Manager.

Dear Mike, Thank you for your kind feedback. We are delighted to hear that you found your stay comfortable and welcoming. Providing this level of experience for our guests is our goal, and we would be honoured to host you again in the future. We appreciate you taking the time to share your review. Thank you once again and we look forward to your next visit. Kind Regards, Ken Musili, General Manager.

Dear Antony, Thank you for taking the time to share such a detailed and kind review. We are delighted to hear that the honeymoon room met your expectations, from the comfort of the bed to the well-maintained shower facilities and the pleasant natural lighting throughout the room. Providing a clean and comfortable environment for our guests, particularly during such a special occasion, is something we take great pride in. We are equally pleased to hear about the excellent service you received from our team. Your kind words will be shared with our Restaurant Supervisor and Reception staff, whose warmth and dedication are truly appreciated. It was also my pleasure to have connected with you personally, and I'm delighted that small gesture left such a lasting impression. We look forward to welcoming you back for your full board experience and will be happy to assist in making your next stay just as memorable. Kind Regards, Ken Musili, General Manager.

Dear Anisa, Thank you for your detailed and honest feedback, and for celebrating your birthday with us. We're glad your stay began on a high note, and we sincerely apologize that it wasn't consistent throughout. We're delighted that Saida and our Front Office Manager arranged a room upgrade for your birthday, and that the bathroom, Perez and Elizabeth's service, housekeeping's turndown touches, and Evet's assistance at check-out all contributed positively to your stay. We will personally pass on your thanks to each of them. We also take your concerns seriously. The bones found in the fish fillet are a genuine safety issue, and we are addressing this directly with our Chef, along with the unavailability of French fries. We will also work on improving attentiveness at breakfast, ensuring the pool is heated for guest comfort, restocking bathroom amenities such as bar soap and bubble bath, and encouraging greater warmth from our team. Your feedback is invaluable in helping us improve, and we would welcome the opportunity to host you again and deliver the experience you deserve as a valued Silver member of the ALL Accor Live Limitless programme. Thank you once again for sharing your thoughts. We sincerely hope your next visit will be much more enjoyable, and we look forward to welcoming you back. Kind Regards, Ken Musili, General Manager.

Dear Jayanta, Thank you for the wonderful rating you shared following your recent visit to Pullman Nairobi Upper Hill, we are delighted to read that we were able to match your expectations. Thank you once again and we look forward to your next visit. Kind Regards, Ken Musili General Manager

Dear Widya, Thank you for sharing your detailed feedback following your stay with us after your Masai Mara safari. We're delighted to hear that George made such a positive impression from check-in and went above and beyond to accommodate your requests, we will be sure to share your kind words with him and the team. We're also pleased that you enjoyed the spacious room and found our breakfast selection varied and delicious. We appreciate your honest comments regarding our location. While we are ideally situated within a business and financial hub, we understand this may not suit every traveller's preference, particularly those looking to be closer to shopping and leisure attractions. We also apologize for any inconvenience caused by the nearby construction activity and appreciate your patience in this regard. Thank you as well for being a valued ALL, Accor Live Limitless member. As a Classic member, we hope to welcome you back soon and continue enhancing your experience with us on future stays. We look forward to hosting you again. Kind Regards, Ken Musili, General Manager.

Dear Mary, Thank you for taking the time to share your feedback, and please accept our sincere apologies for the experience you described during your recent stay. We regret that your initial room assignment did not reflect the standard of service we aim to provide, particularly for our valued ALL Accor loyalty members. As a Classic member, your membership details should have been acknowledged at check-in, and a more suitable room offered from the outset, we are sorry this was not the case. We also apologize for the delay in addressing your room change request. It should not have been necessary for you to return to the Front Desk to have this resolved, and we understand your frustration with this added inconvenience. Additionally, we regret that your ice requests were repeatedly overlooked during room service deliveries at dinner. Please be assured that your concerns have been shared with our Front Office and Room Service teams for review, particularly regarding how we recognize and prioritize our loyalty members at check-in. This is valuable feedback, and we are committed to improving in this area. We appreciate your continued loyalty as an ALL-Accor member and hope to have the opportunity to welcome you back for a stay that better reflects the experience you deserve. Kind Regards, Ken Musili, General Manager.