Hotel Mousai

We had an extraordinary experience! The resort was beautiful, clean, and well appointed. All of the staff was kind and helpful! The restaurants were delicious, but our favorite was breakfast with Luis! He was the most thoughtful server, and made our stay so much more enjoyable! Thank you Luis!

I recently stayed at Hotel Mousai, and while there were some highlights during my visit, I feel compelled to share both the positive and negative aspects of my experience. My intention is to provide constructive feedback in the hope that it will help enhance the guest experience moving forward. Areas for Improvement 1. Check-In Experience Upon arrival, my husband and I waited at the check-in desk without being acknowledged by any staff members, despite the presence of multiple team members assisting others. When it was our turn, the interaction felt transactional rather than welcoming. • During the process, Rossio incorrectly informed us that we did not have butler service as part of our reservation. After some back-and-forth, I had to provide documentation to prove otherwise. This process was frustrating and diminished our confidence in the level of service. • To add to the inconvenience, I was initially checked into a lower room category than what I paid for. This error was corrected, but without any apology. 2. Customer Service Communication • There were several instances of miscommunication, particularly surrounding the butler services. At one point, Diego stopped responding to our requests, prompting my husband to inquire about a refund for the butler service. Shortly thereafter, Diego resumed communication, but the situation should not have escalated to that point. • Additionally, Rossio’s handling of the situation was disappointing. Her comments and demeanor felt dismissive, requiring us to repeatedly prove our position. This made us feel undervalued as guests. 3. Room Maintenance On Day 3, I discovered glass tile in the bottom of the hot tub and blood on the wall, which indicated that another guest had likely injured themselves. This was a serious safety and cleanliness issue that should have been addressed before our arrival. 4. Why are there fingerprint all over every door in our room. I have to question cleanliness. We were constantly met with no face towels. 5. The wet bar choices were below premium. We paid prestige price but the options didn’t align either way. When asked about swapping beverage “Here comes Rossio, you can get what you like at an open bar but we can’t swap anything out. Well Diego saw the need to provide a better service but upgrading my husbands Bourbon but took the other bottles of alcohol from the wet bar. When I inquired, Rossio yes Rossio stated you signed documents related to the wet bar and any upgrades. I’m over it at this point and I truly appreciate Diego trying to fair fix the problem. Highlights 1. Rooftop Team The rooftop team, particularly Cesar, Noe, and Alberto, provided exceptional service. They were attentive, friendly, and went above and beyond to make our experience enjoyable. Their efforts stood out as the highlight of our stay, and I want to specifically commend Cesar for his remarkable hospitality and personable nature. 2. Butler Service Resolution While Diego’s service was initially slow, he ultimately redeemed himself and provided excellent assistance for the remainder of our stay. Suggestions • Enhance staff training to ensure all team members provide a warm and consistent welcome to guests, especially during check-in. • Implement stronger communication protocols to prevent miscommunication regarding reservations and included services. • Ensure room maintenance and cleanliness checks are thorough before guests check in. While this was not the experience I had during my 2023 visit to Hotel Mousai, I know your resort is capable of delivering a higher standard of service. I hope my feedback helps to address the gaps I observed and ensure future guests have a consistently excellent experience. As a Travel Agent I vet resorts to share experiences with my clients. In this case the full picture is necessary to share.

Excellent food! Can't say enough about the food. Excellent service, especially Cesar (Alonso) and Nacho on South rooftop. Bedding, rooms very comfortable. Though, I'm sure you can get by just fine without a butler.. really didn't see much of a benefit there. Met and had fun with awesome people. Would definitely return and/orcheck out other Mousai's

We chose Hotel Mousai since it is the only AAA 5 Star property in the area (Jalisco State, Puerto Vallarta, Mexico), and it appeared to be nice from the photos. However, from the moment we arrived and throughout our stay, it was very evident that the property was deserving of just two or maybe three stars. Before I go further, I need to comment on the lovely and very helpful Mexican staff. All really really nice - just a great group of people for sure. The main issues we had with the hotel are as follows: 1. The food is very mediocre. Though all inclusive typically have poor food, we thought that Mousai would be better, given the higher price point and AAA 5 star rating. We were very disappointed. 2. They try to sell you on excursions/massages/etc etc as soon as you arrive. 3. The prices you pay are not transparent (there are hidden fees - a number of food items are not included as part of the ‘all inclusive’ package and neither is gratuity and there appear to be hidden fees too. 4. As soon as you access the beach, there are locals who try to sell you hats and other merchandise. Odd, for a 5 star AAA property. 5. The rooms are odd with strange furniture, very squishy beds (not good for bad backs) and just overall weird layout. 6. The hot tubs on our decks were both in poor condition with loose and crumbling floor tiles. — So, yes, AAA 5 star for the wonderful Mexican staff. But for a five star property in PV, choose the St Regis instead. But, the property needs to g

My husband and I spent 6 spectacular days at Hotel Mousi over Christmas in Ultra Suite North. Beautiful views amazing staff. Carlos our butler was extrodinary made stay even better! He helped with a few clitches in dinner reservations and off site fishing transportation. Over all would recommend and stay again.