Hotel Mousai

Muy decepcionante. Casi no hay gestión allí para tratar un problema. Esperaba mucho más a este precio.

Mayormente profesional en tono pero no en acciones. Lamentablemente tuve que irme.

…. Seguimiento: a pesar del correo electrónico genérico del hotel en respuesta a esta publicación, no han hecho nada para solucionar el problema.

Me he alojado aquí cuatro veces. Más recientemente en octubre. ¡Me cobraron el doble por mi cena de cumpleaños y he estado intentando obtener un reembolso durante 3 meses! Yo no voy a volver

Me encanto la estancia en este hotel, es hermoso y el servicio es excepcional, sin duda regresaré a este lugar!

Excelentes instalaciones, el servicio al cuarto eficiente, la comida deliciosa y te atienden con toda la amabilidad del universo; si tuviera que elegir nuevamente donde pasar unas vacaciones sin dudarlo, descansas demasiado y toda la experiencia es increíble desde la llegada hasta el último día

Muy lindo el hotel y su visita ala playa de lujo.
El servicio muy agradables y servicial.
Y su ubicación muy fácil de llegar.

Su servicio de atención al cliente al intentar reservar una estancia es extremadamente deficiente. Necesito agregar un día adicional y envié un correo electrónico a la dirección de correo electrónico de reservas 3 veces sin respuesta. Cuando llamé, me dijeron que el equipo de "reservas del sitio web" estaba almorzando cada vez que llamé; llamé 3 veces en un día.

La mejor experiencia que pude llegar a tener, la vista es increíble no puedo esperar para volver

We stayed here from the 29th of May till the 5th of June and I have been sick with food poisoning since the 1st of June and still till today.: (After our dinner reservation at Bocados on the 1st, I QUICKLY became sick. We were confined to our room because I was so sick. Seeing as I’m pregnant and I could not keep anything in I had to end up going to the hospital on our last day after being stuck in bed for days. I’ve been taking two types medicine and i’m hoping i’m almost done after so many days of being sick. I was really embarrassed and feel horrible that my husband and I saved to come back to Mousai for a second year and we spent almost all the trip in our room. I tried to tell my husband to go enjoy the beach or pool without me because I felt so bad he had to be stuck inside in the beautiful weather and yet he stuck by and took care of me instead. I was mortified being so extremely sick for days on end with him having to tend to me and hear all of that. I just wanted a romantic getaway before such a big life change (first baby) and I feel really sad that thousands of dollars went to waste because of this.

We loved the beauty of Puerto Vallarta and the North Tower where we stayed is beautiful don’t get me wrong. Our butler was nice even though we ended up not needing any reservations after what happened. She even helped tell us a good hospital to go to. The staff everywhere you go is amazing. I could keep going. But truly, the past few days had me so worried for me and my baby and in so much pain that I wish that we never visited.

My husband and I are young so complaining to someone higher up is not our way. So with that being said I hope this review will be enough to inform someone to look into things for others sake. And I also hope this can just be taken into account by whoever is considering going.: (

BEWARE FOOD POISONING and TERRIBLE SERVICE. It looks like there have been other people who posted the same warning in the last 6 months, so I guess it's a theme here. I only wish I didn't miss those reviews before I booked this place

We had sashimi at the Japanese restaurant, Hiroshi, on our second to th3 last night. I'm pretty sure that's what caused probably the worst food poisoning I ever remember having. My friend and I took turns running to the bathroom all night, spewing from both ends (sorry for the graphic description). My friend and I have pretty strong stomachs, so neither of us had thrown up in years! Thankfully, we were recovered enough not to have a painful flight back, but our vacation basically ended 2 days early.

When we were checking out and asked them to give us credit for a night or two's stay since their food poisoned us and cut our vacation short, on top of all the gross suffering. They said they "analyzed our stay" and claimed we were HUNG OVER. I had such bad heartburn the night before, I couldn't even drink much the day of! It was actually because one of their servers mixed up our check with another group of 4 that had like 10 drinks - and he said he would get in trouble, so we said it's fine we can close out the other group's check. When I told them this, they said, "I trust you but we can't trust 99.9% of the people who make false claims. You should've gotten medical services when we offered it, so that you have a doctor's confirmation of food poisoning vs.alcohol poisoning.

There were so many other problems - our concierge was completely incompetent and messed up everything she was supposed to do, their recommendations were all to their commercialized partners, and they wasted so much of our time trying to rope us into one of those timeshare-like breakfast presentations with extra perks, which we ended up declining at the end because they required you to keep your entire days schedule open "in case you're interested and want more information. " I can keep going on and on, but hopefully this gives you a sense. DO NOT WASTE YOUR MONEY AT HOTEL MOUSAI.

Overall, our customer service was fine and the staff was always kind - from the bellman to the servers to the trolly drivers. We often exchanged smiles and good conversations.

My least favorite part was the fact that despite already paying a lot of money for the stay, you’re still handed a tab after every meal to sign and tip. The amount we spent on tip, for an all inclusive, felt excessive in my opinion.

$500 for one person / 7 days, for 3 meals a day, comes to about $23. So for two people, you can easily spend an additional $1,000 USD. Also considering tip for the days you go to the rooftop just for drinks, bellman, cleaning services, trolly drivers, any taxis you may take off the premises, or excursions.

There’s also VIP black card with a QR code providing 24-hour concierge services. I would sometimes have to call the front desk for requests to be met or go around the resort and ask multiple people to uncover the answer I was in search of, due to the lack of a response via WhatsApp. That’s the other area of improvement I would suggest - having someone regularly check the messages.

All in all, I liked the staff, amazing views, having the trolly option, 24/7 room service, having a variety of things to do, and the room automation services.

Also, there were no mosquitos.

Friday and Sunday nights, there’s Italian dining on the beach. I highly recommend that - the lasagna was my favorite thing I’ve eaten at the resort. Saturday nights, there’s Latin night on the South tower - I recommend that as well. & If you have an opportunity to do hydrotherapy and/or the massage at the spa, you won’t regret it!

I typically don’t revisit vacation stays, but I will return in the future and I do recommend this location to others.

An amazing hotel with bright, spacious, and complete rooms. The rooftop pool has amazing panoramic views. I really enjoyed this property.

BEWARE of food poisoning and total disregard for customer health and safety from management. Do not gamble your health, time, or money by staying here.

My girlfriend and I were very excited upon our arrival on Dec 29th but our experience took a u-turn after having our first meal at their Italian restaurant Noi. Both of us became violently ill with typical symptoms of food poisoning and didn't feel comfortable to leave our room until the 31st. (We suspect its their beef carpaccio) When we asked to speak with the GM, Cecilia, we were directed to the food and beverage manager, Cristobal, who promised us a resolution. After being confined to our room and suffering from excruciating physical pain for 3.5 days, Cristobal just informed us that they followed food safety best practices and the best they can do is to send medical assistance to our room even though we are checking out tomorrow. Even though their cleaning and support staff knew that we had food poisoning, they have refused to take accountability or provide any sort of restitution.

I was going to a wedding but ended up not going due to my wife having her baby early. So I transferred my reservation to another guest and was told that I would receive a refund. It's been almost two months and I have nothing in my account. Trying to get an answer from someone is almost impossible.

I would not recommend.

Everything is Perfect! Luxury at its best. Food, Drinks, Entertainment, and Location. Must visit as much as I can.

I never got the chance to experience Hotel Mousai because their policies are so horrible. We had a medical emergency in the family, and even though we were willing to provide documentation they refused to even consider moving our reservation. We weren't asking for a refund, just a change in dates!

If you're thinking about booking with Hotel Mousai - make sure you don't need ANY flexibility even in case of emergency. They won't allow it and you'll be out a TON of money. They lost a customer in me.

Side note - they also petitioned TripAdvisor to take down my review!

Beautiful views. Stunning corner suites with windowed walls. High tech controlled room features, including bluetooth speakers on the balcony, along with jacuzzi and hammocks.

Mousai is stunning, but unfortunately I cannot say I'll come back.

#1 concern, they provided us with a 1: 17 exchange rate. The exchange for USD has not been below 20 for all of 2022. This made for a $100 exchange fee that was not included as an exchange fee, or a hotel fee, and for which no one would speak to us or assist us in resolving. This is a worse rate than you would receive at the airport. For a 5-star hotel, this is NOT 5-star service. In addition, they tried to deny the excess charge. Check your itemized bills! We were also charged for services that were not received!

I'm a person who travels extensively. Personally, I don't mind the small places, backcountry camping is more my style. But when I travel with my partner, we do the all-inclusive stays. For this reason, we picked Mousai. The reviews seemed good enough, although some raised concern and for good reason. As for being a 5-star resort, this is a 4-star at best. There are different all-inclusive pricing options, but none include everything on every menu. They will try to upsell you on the steakhouse in the pavilion (not included in any AI package,) and there are menu options marked with a specific icon, usually the best ones, that come with an additional charge.

If you stay in the newest and nicest tower, the South tower, you'll also be far from the beach. There's a shuttle that takes you from tower to tower, but be careful if you wear anything too nice as they often transport beach goers and hikers, and the seats remain sweat stained and salty.

Our corner suite was beautiful and high tech, but also came with some high tech problems. The curtains, surround sound, and bluetooth would often malfunction.

The service at each of the restaurants is very good. However, the food is lackluster at a few. The Japanese restaurant is very good. The steak at the steakhouse was not very flavorful or easy to cut (we both order medium rare). Italian and Chinese are both skippable. The Blue restaurant on the beach offers modern Mexican and the mole and fish were very good. The roof top bars are also good choices and their drink menus are creative.

**Costco Travel Note: if you purchase the roundtrip transportation, you'll receive a standard airport taxi to the hotel. We did receive the private car we reserved, for our return trip to the airport.

We recently went to this beautiful resort, everything was top notch, the only issues we have is with the butler, he was ignoring our texts, thanks to friendly stuff who resolved the issues! Beach, service, food was 10, we celebrate our honeymoon there and it was the best choice of Puerto Vayarto

Just stayed for 4 nights at Hotel Mousai. It was a wonderful experience with top notch service. We experienced fantastic customer service from arrival to restaurants to drinks by the pool to departure. Would 10/10 recommend. Shoutout to Martin from tower 2 valet, Ramon and Alejandro from Garza Blanca pool waitstaff, and Juan from Tower 2 infinity pool waitstaff. EXCELLENT service!

We recently returned from celebrating my husband’s Birthday?
We had the All inclusive package & stayed @ the North Ultra suite with the Ocean view.
Our experience was great, shout out to Carlos, the butler assigned to us, who was very attentive & courteous. The servers @ the North roof top pool were impeccable.
The only issue I had was a problem of the a few staff inserting themselves when not needed.
For instance, I had an issue that I requested to speak with a Manager about. While the Manager & I were talking about it, some female staff from no where inserted herself into my conversation with the manager by interrupting me & trying to make excuses for the person I was reporting.
That was so irritating, I had to tell her to stay away from my conversation & have some manners or decorum.
The customer service or staff just need more training in approach. Their manner or articulation or communication skills is very important. It is rude to interrupt or jump into a conversation you are not invited to or does not concern you.
That was intolerable.

It was a great place to be all in all.

Stay was wonderful I would give them 4 and half stars. Room was fantastic, staff was very friendly, views were amazing, all the waiters at every spot were awesome,
shoutout to jose and all the staff at the rooftop pool (north). All inclusive was definitely worth it. We just had a couple hiccups, one being we did not hear from our concierge once the entire 6 days, and the only dinner we booked with her was not actually booked (bocados) which we were looking foward to going to the whole time and walked in all dressed up ready to eat just to be turned away and told we could come back in 2 and a half hours, and all they wanted to offer us was a bottle of their welcome sparkling wine. The vip card offer was a little pushy which is not something we want when we are trying to enjoy our vacation. Room service was awesome and had great options but I would have to say we did not finish about half of the stuff we ordered which was a bit disappointing seeing as it's a 5 diamond resort with high praise on gourmet food. But overall I would recommend to family and friends and hope to come back very soon.