Hotel Mousai

SCAM- I can't believe how much the service has deteriorated on this property due to completely incompetent management. First let's start with a horrible booking experience that i had to dispute on my credit card. Book a room in February of 2024. cancelled this reservation to rebook for a better pricing room in October. They said refund should be 15 days. 45 days later with them not responding to my emails, hanging up on me..I had to dispute the charge to get my money back - at this point it should have been enough of a red flag not to go, however we stayed at this property multiple times in the past and i wrote this off as a one off - BIG MISTAKE AT arrival - we came with a group of 8, had 4 rooms booked in the south tower corner suits. Only one of our rooms was available, the rest they insisted we book north tower, after arguing with lying from desk manager (no customer service skills what's so ever) - they finally admitted they had an overbooking issue. Made us all stay in north tower in the rooms that are $150 cheaper and we had to argued yet again that we are entitled to refunds..which they said they will process and of course we are yet to see. (they did give us 200 per room resort credit....after wasting our time for 4 hours!!!!!) Once we go into the room: no new toiletry, no towels, mini fridge is not restocked. and the better part the room is still signed in under the old guest. They kept on calling us by the wrong name as we were trying to resolve this new ISSUE of service - horrendous violation of privacy. POOL - they closed the pool in our tower and made two towers squeezed into one, well guess what no daybeds and a complete overcrowding.....again horrible SPA - for my 55 minute massage the therapists was 15 minutes late, only petted me for 40 minutes (you can't call what that was a massage) and afterward i walked out to a dirty tea counter with no cups or anyone to help HOW CAN YOU CHARGE 4k for 3 nights end be so HORRIBLE OF A RESPORT?!?!? can't wait to get one of those cookie cutter responses from management to this review say we will improve...after coming here for years, after this experience NEVER AGAIN

We just came back from our 6th visit to Hotel Mousai. We had an Ultra corner suite in the South tower, and it was perfect! We ate at Hiroshi (2x), Dao, Bocados and Noi. All restaurants are great, but Hiroshi and Dao were our favorites. We also had an amazing couples massage at Spa Imagine. We spent most of our time at the South rooftop pool, enjoying the fantastic weather, views (we saw lots of whales) and service. So many things make Hotel Mousai our favorite place to come, but none more than the incredible service. The staff works very hard and are always so warm and friendly. They make us feel so special and treat us like family. It's not possible to thank them all, but I do want to acknowledge as many as I can: Orlando (bell hop) -- He's usually the first person we see when we arrive, and we have really enjoyed getting to know him over these past few years. Greta -- she was our butler this time (previously, we knew her when she was a Pool Concierge). She did an amazing job!! Every time we had a question or request, she was on it immediately and that made everything go so smoothly. We love Greta! South rooftop pool -- everyone there does a fantastic job, keeping the drinks and food coming, adjusting the umbrellas for shade and sun as desired, and bringing out special treats throughout the day. Special thanks to Alan (pool concierge), Cesar Alonso (a/k/a Doctor Sunglasses, since he will come and clean your glasses periodically), Eduardo, and Ignacio. Jennifer (Jenny, Penny) -- she is a member concierge and is always so warm and welcoming to us! We love Jennifer! David -- he was our server at Dao and had such a great spirit, and made our night there such an enjoyable experience. I'm running out of superlatives for this review, but rest assured we are already planning our next trip back to Mousai.

This place is a real paradise and hard to beat: on one side the ocean and on the other the jungle, in between Tierra Luna with its magnificent gardens and exotic birds Service in every area is perfect.We could include every employee’s name but will only mention Claudia at the north tower pool. Food divine , even better than last year The Spa Imagine not to be missed, my wife had the Diamond facial with Maria and still saw the benefits a week after The bed and the Toto toilets are fantastic Mousai is certainly one of the best hotel we have been to in over 30 years of luxury travels. Guy, Montreal

Hotel Mousai is amazing. My husband and I have stayed here 4 times now and it’s such a beautiful and special place. The rooms are breathtaking and the food is delicious. Especially for an all inclusive resort it is unmatched. The service is always great, especially with Alan at the rooftop pool. He always takes the best care of us! He is so friendly, attentive, and genuine!

This trip was amazing!!!! Truly mesmerizing views and an incredible spa with the best hydrofacial ive ever had. The neighboring resorts make it easy to explore new resorts with out having to make a far drive or pay more money there is trolleys that make round trips to every resort and restaurant to make it easier. Tierra luna gardens offers a beautiful view and a wonderful place to visit walk around while you have your morning coffee . Hiroshi is an impeccable sushi restaurant and some of the best sushi ive tried in a while also dao offers high end chinese food which was delicious and noi had amazing pizza and pasta dishes. There is so many activities you can never get bored also the view of the spa is amazing. I took the first three of the pictures below on my drone but all the others are taken from the hotel