Hotel Mousai

Our Butlers Ernesto and Diego really took care of us. Mgr of Noi Restaurant Arturo is amazing. And the hostess Michelle. Claudia and team at Noi breakfast, stop and see them. Wonderful experience

Dear Hotel Mousai Management, I am writing to formally document my recent stay and express my disappointment with several aspects of the experience. While there were positive moments, particularly the excellent food and the wonderful service from our beach waiter Roberto, the overall stay did not meet the standard I expected from a five-diamond luxury resort. My original room assignment was impacted by active construction, which woke us up and disrupted the start of our vacation. After we were moved, the experience remained inconsistent. We were never properly assigned a butler, multiple concierge and butler requests through the in-room iPad went unanswered, and when the iPad eventually died, no one followed through after we requested a charger. The timeshare presentation was also extremely disappointing. Although it was represented as a 75-minute commitment, it consumed a significant portion of the day and felt misleading. Additionally, I received conflicting information from staff regarding the room change, including being told by a timeshare representative that we had been downgraded when moved from the South tower to Mousai North. There were also several service details that did not align with a luxury resort experience, including unacceptable slippers, an inconvenient trolley system, uncomfortable comments at checkout, and staff repeatedly referring to me by a celebrity nickname after comparing me to Jenni Rivera. While perhaps intended as humor, it became overly familiar and unprofessional. I want to be fair and acknowledge that the food was excellent and some staff members were genuinely wonderful. However, the construction disruption, lack of butler service, unanswered requests, timeshare experience, and overall inconsistency left the stay feeling disappointing and below the standard advertised. I would appreciate a formal response from management regarding how these concerns will be addressed. Sincerely,

Beautiful atmosphere. Fabulous servers. Drinks were excellent.

Loved the food and service! Enrique was an amazing and funny server and the food was incredible! Affogato was awesome

We had a wonderful family holiday. The view from the North Rooftop was amazing and the food and service, particularly from Ernesto was exceptional. Every meal we had was delicious. Few issues with getting our room restocked but on balance it was a brilliant experience