Hotel 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

I came to Hotel Massai for a 4-night relaxing getaway before starting nursing school. I left more exhausted than when I arrived and honestly, still unsettled thinking about it. On my second night, I saw a giant cockroach crawl out of my shower onto the bathroom floor while I was getting ready for bed. I immediately called the front desk, but staff didn't seem to treat it as a serious issue. The manager apologized and said, "Due to the rainy season sometimes insects come out, not trying to make excuses.” I asked about switching rooms, but the only availability was in the South Tower (opposite side of the property from my ocean-view North Tower room), and since it was already 10:30 PM, I decided to stay put and simply asked for someone to clean the bathroom instead. The situation got worse from there. The staff member sent to clean arrived with only a bucket and a towel, and didn't seem to understand what he'd been sent to do. He called the front desk from my room phone and spoke in Spanish. I used my Google Translate to understand their conversation and I realized he was complaining about being annoyed and confused about the task, while I stood right there. I asked him to bring his manager, who apologized on his behalf and had the bathroom cleaned. I let it go and didn't want to make a bigger issue of it, but I was unsettled. The manager assured me the room would be fully cleaned and fumigated by 10 AM the next day (which did not happen). I couldn't sleep afterward, by midnight, feeling like my skin was crawling and worried there might be more insects, I called the front desk again and asked to switch rooms. The manager personally walked me to a new room in the South Tower and assured me it had been properly cleaned and was ready. When I got there, I found diarrhea stains in the toilet left by a previous guest. At that point I was appalled. This was supposed to be a fresh, prepared room. I called the front desk again, and the manager returned with the same cleaning staff to fix it. Afterward, the manager apologized and asked if there was anything else he could do. I pointed to the complimentary guacamole and chips still sitting on the table, since I’d checked into this room at midnight, this snack had clearly been sitting out since standard check-in time that afternoon. The guacamole hadn’t just browned, it was completely black and oxidized. When I asked how long it had been out, the manager insisted it hadn't been sitting there all day, which clearly wasn't true given its condition. It struck me that leaving uncovered, unrefrigerated food out for hours in guest rooms is exactly the kind of thing that invites an insect problem in the first place; no amount of blaming the rainy season changes that. Throughout the entire ordeal, what stood out most was the lack of genuine concern. There was no real "how can we make this right," no meaningful apology or gesture to accommodate the disruption — just a passive attitude, like this was a minor inconvenience rather than a legitimate health and safety issue. The final morning summed up the whole stay. Checking out, I greeted the on-duty manager, Alejandro, with a simple "good morning." His response was "good morning, you look tired" - an odd and unprofessional thing to say to a guest, especially one he didn't know personally, and especially after the two horrible nights I'd just had. I didn't make an issue of it and just replied that yes, I was very tired. Honestly, I almost didn't write this review. I don't take pleasure in speaking negatively about a business, and it's not in my nature to want to disparage anyone. But I'm sharing this experience so that no one else has to go through what I went through - to feel unsafe on their vacation, dismissed when they raise real concerns, and exhausted instead of restored after what should have been a relaxing trip. For a property charging five-star, five-diamond prices, the actual level of care, cleanliness, and basic guest courtesy fell far short of that standard.

Fantastic service! Gerardo is Amazing at Noi! I enjoy my stay every time we come. Food is delish, drinks are amazing but service from the spa to the rooftop pool to the wait staff amd front desk, all amazing wonderful people.