Hotel Mousai

Excellent service and an amazing experience! A special thank you to Luis and Gerardo, our servers, for their outstanding service. They were friendly, attentive, and went above and beyond to make our experience memorable. The food was absolutely delicious beautifully prepared, flavorful, and enjoyable from start to finish. Thank you for taking such great care of us!

If you’re considering Hotel Mousai, don’t. We are TAFER members who bought because we genuinely loved Mousai and Garza Blanca. We now deeply regret it. The Mousai we bought into was sophisticated, warm and genuinely luxurious. That hotel is gone. What remains is an aging property charging five-star prices for a three-star experience, wrapped around what may be the most relentlessly efficient timeshare sales machine in Mexico. Our guests checked into a room with a broken shower. Our AC failed overnight and remained broken through the following evening despite maintenance insisting it was “fixed.” Housekeeping left dirty cups behind. Body wash remained empty for two days. The concierge desk was routinely unattended, replaced by a plastic sign telling guests to call another tower. Five stars, everyone. Then there was room service. Our guests ordered food. It never arrived. Two days later, Mousai tried to deliver it. Then they delivered someone else’s order to the same room. At some point, incompetence becomes performance art. But fear not: while Mousai may have difficulty locating your room with food, the timeshare sales staff will have absolutely no difficulty locating you. The pressure starts almost the moment you arrive. They actually forgot our welcome drinks while pressuring us and our guests about presentations. Then a member of the sales staff interrupted our guest during a business call, followed her to the rooftop, accused her of “cheating the program,” and told her complimentary massages were canceled. Imagine paying luxury-resort prices to be followed around and reprimanded by a timeshare salesperson. This isn’t hospitality. It’s harassment with an infinity pool. After repeatedly raising it with management, the “solution” was an offer to discount massages. We spent roughly $3,000 on incidentals and add-ons during this stay. We didn’t care about $500 in massages. We cared about our guests not being chased around the resort. The deterioration extends beyond the rooms. We paid for an overpriced “Mexican wine tasting” at DAO, a Chinese restaurant, featuring four wines, two from the same winemaker, paired with spring rolls. Try imagining that experience at a Four Seasons or St. Regis. Our best meals were at Café des Artistes and Tintoque. Our best activities were Islas Marietas and jet skiing offshore. In other words, the best parts of our Mousai vacation were the parts that had nothing to do with Mousai. There ARE excellent employees, and they deserve recognition. Diego, Daniel and the butler staff were wonderful. Gabriel, Arturo and the Tower North rooftop team were excellent. Ulisses with the excursion team went out of his way to accommodate us. They are the remnants of the Mousai we remember. Unfortunately, you cannot book a vacation at Diego, Daniel, Gabriel, Arturo and Ulisses. You have to book Hotel Mousai. And I wouldn’t. TAFER keeps building more towers, resorts and brands while the product it already sold members deteriorates. There is something almost poetic about being pitched the next luxury property while standing inside one where the shower is broken, the bedroom is a sauna, the concierge desk is empty, and yesterday’s room service might arrive tomorrow. We thought we bought into an exceptional hospitality company. Increasingly, it feels like we bought into a timeshare sales organization that happens to own hotels. Puerto Vallarta has too many genuinely excellent places to stay to waste five-star money here. I’ve had better maintenance, warmer service and considerably less harassment at basic Marriott properties in the middle of Ohio. If you don’t already own at TAFER, you have an advantage we no longer have: you can simply stay somewhere else. Do that. Skip Mousai.

Beautiful views and a nice hotel with so much potential. I brought someone here for their birthday and the customer service or lack there of ruined the entire experience. I booked two massages and upon arriving to the spa the spa personnel told us we had an additional complimentary massage with our reservation to which i was a bit taken aback because i had never read that anywhere when i booked.. so naturally i said ok I’d let the birthday person have the additional massage but for another day. We proceeded to get the two massages we came for and the birthday person didn’t enjoy the lack of pressure in the massage. (Not a problem we had already paid for these just didnt enjoy). So with this experience she no longer desires to return for the “complimentary” massage considering she didn’t like it the first time.. the spa manager calls our room and says since she didn’t want the “free one” he would swap the free one with the one she actually did get basically staying we would only be charged for one massage (mine). We then get to the day of check out and the front desk tells us we owe $300 usd for an additional massage! So we’re confused because again we had already paid for our massages upon booking so how do we now have a balance? Lo no story short the spa personnel told us the wrong information to begin with and we technically never had a complimentary massage. They kept us at the front desk for over 45min going back and forth on the phone with the spa team “trying to figure this issue out”. Mind you we had a flight to catch and a driver that we already paid for waiting on us outside this entire time!!! They kept us at the front desk so long the driver ended up leaving us!!! After about 50min the spa manager “finally” comes to the realization that the error was from his staff and told the front desk to remove the additional charges from our account so that we could leave. 50min, a prepaid black truck driver who left us and a lobby full of embarrassment later the hotel manager ARMANDO STILL doesn’t apologize to us for any of this inconvenience and infact he insisted that we wait even longer while he checks another couple in instead of offering us a free taxi a discount a water literally offered us NOTHING!!!!!! We had to demand they give us a free taxi to the airport and only after we raised our voices and started to record them and create a scene on the lobby did he flag down a taxi and tell them to take us to the airport but that was it!!!! Saying all of this to say, the hotel itself is nice but the hassle, the finessing and HORRIFYING customer service just isn’t worth it. 0/10 and in addition to this the jacuzzi didn’t work half the stay and the bottom of it in the inside has came apart and has little pebbles inside the bottom o it and will hurt your feet. The best and only 10/10 part is the rooftop views that’s it

We chose Hotel Mousai in Puerto Vallarta for our wedding on March 22, 2026, and overall our stay was exceptional. The resort is beautiful, the dining was outstanding, and our butlers truly went above and beyond to make our stay enjoyable. Our photographers were fantastic and helped make the day special. However, our experience with our wedding planner, Zarely, was disappointing. Communication leading up to the wedding was difficult, and coordination on the day fell below expectations. Our seating chart was incorrect, our grand entrance was significantly delayed, and the reception started almost an hour late. Because of those delays, we weren’t able to fully enjoy several services we’d paid for, such as the photo booth, which was only available for a short time. Most frustrating was the lack of communication before and after the wedding. We reached out afterwards regarding the photo booth and the issues we experienced, hoping to discuss a possible refund, but never received a response. We loved the resort and are grateful to the butlers, restaurant staff, and photographers. However, based on our experience, we’d encourage future couples to ask detailed questions in advance about wedding coordination and communication expectations.

Outstanding atmosphere and delicious food