Hotel Mousai

This is the 3rd time I visited this hotel and I am also a member. To start with, Karla is the worst Members Concierge I have met for 13 years since I started my timeshare. I explained to the front desk staff that I came to Hotel Mousai PV since 2022 and again in 2024. Both times I got the beach bag hence I did not bother to bring one. I booked a better room this time (more points used) and when asked for one politely, Karla simply ignored me. On Wed, Karla came to roof top 3 times to confirm I will attend the members meeting on Thursday which I know I do not have to as I did my update in Cancun last year. When I told her I will not, she was not happy and said let her know what she can do for us the rest of the trip and I said we did for TWO DAYs. I do not intend to come back to PV Hotel Mousai again for the rest of my timeshare contract time. GB seems to be a better choice and I hope if I choose to go to Hotel Mousai at Cancun I will have a better experience. Please note though Alejandro and staffs at DAO and NOI are amazing I sure will miss them (hence the 4 stars otherwise will be 3) and please ensure you keep them before you loose more amazing staffs.

Hotel Mousai in Puerto Vallarta is absolutely beautiful and truly feels like a luxury escape. It’s nestled high on a hill as part of a larger resort complex, with Garza Blanca located down by the beach and connected via a walkway for easy access between properties. This is an adults-only resort, and it’s spread across three towers featuring multiple restaurants, a rooftop pool and bar, and a really nice spa. The TarraLuna Gardens area also adds a lot to the experience with additional restaurants, shopping, and occasional events, giving you plenty to explore without ever leaving the property. The location at the top of the hill is stunning, but it does come with some physical challenges. The cobblestone roads are steep and uneven, and there are a lot of stairs throughout the property, which can make walking a bit intense. Thankfully, they offer a trolley service every 15 minutes, which makes getting around much easier if you don’t want to walk everywhere. The room itself was outstanding, spacious, beautifully designed, with a private plunge pool and incredible views. The butler service added an extra level of luxury and convenience that really elevated the stay. Overall, everything was exceptional, and I would highly recommend the adults-only Ultra Mousai Suite for a truly high-end experience.

I planned a trip for my birthday to Puerto Vallarta during 9/30-10/4. I reserved and prepaid for a room at Hotel Mousai for my actual birthday from 9/30 to 10/2. I was charged for my hotel stay before I arrived at the hotel with the money coming out of my account. During my stay I was forced to make another payment by Ulysses (a front desk agent) for the nights I stayed even though I had already paid. The hotel room was very nice, however I spent very little time enjoying the room or the property because I was constantly harassed by the "concierge" people who wanted me to purchase a time share. There was construction all over the place which I was told would be going on for the next 3 years. My trip was ruined and the duplicate transaction has not been resolved, and Hotel Mousai is unwilling to work with me to get my money back. I've spoken to them on the phone and they hang up in my face without a return phone call.

A little bit of background about me I am a nurse, and I came with my partner we are in our 40s and 50s and both professionals. We have experience with adult only all-inclusive resorts as well as family all-inclusive resort. First impression was, it was very beautiful very clean. When we checked in, there was only one staff member checking people in and a whole bunch of Concierge just sitting around phones. We had booked the North Tower, which has the best views of the ocean, but upon checking in they told us it wasn’t opened because it was a slow season. They didn’t compensate us for that at all. Like all resorts, they try to sell us the residence or timeshare so we can get our massage services for 25% of the cost, but we don’t like spending our time with things we aren’t going to purchase. needless to say the Resort massages were the most expensive I’ve ever seen so we opted to go to the romantic zone to get our massages. You can’t even use the sauna or the spa even though we are staying at the resort. After checking in, the Concierge helped us make dinner reservations, but she had to confirm with us later the times the next day I got no phone call and I had to initiate and ask the Concierge to confirm the times. she wrote down the dinners the dates and the times on a map. Our TV remote didn’t work and we like this Resort because of the bidet, but it didn’t work. There was a iPad to control the room, but no instructions on how to use it. You can attach your phone to the Bluetooth but no instructions on how to do it so maintenance had to come to our room several times once we discovered the TV remote didn’t work or the bidet or we didn’t know how to use the iPad to control the curtains, music, etc. It took about three days for them to fix everything. There are no maps of the facility found and there are no schedules of activities anywhere to be found. When you are navigating between towers, there are not enough signs posted to know how to get there. There is poor lighting at night. They brag about their transportation, which is a trolley and it is convenient, but with the cobblestones a very uncomfortable ride the trolley only goes in One Direction so if you want to go the other way, you have to go all the way around the grounds To get to the beach, you have to take the trolley or you can take a 10 to 15 minute walk down steep roads and stairs, and you kinda have to guess which direction to go in because of lack of signage. We went in September and this time of year the sand was very rough, and I had to wear my sandals into the ocean. We wanted to rest and relax, but we didn’t want to be bored. There were little activities at night. The pool top area became a hookah lounge with some louder music and some of the outdoor patio areas in the other towers had hookah lounges with loud music, but there was no schedule so we didn’t know what day this would happen and it was not consistent. During the day there were no activities. No one tells you what restaurants are open for breakfast lunch and dinner so you kinda have to figure that out on your own. There was no activity coordinators. There was only live music at certain restaurants at night. There was no karaoke there was no dancing. It was a very quiet experience. In terms of the all-inclusive portion, it’s very deceptive because they have premium items on the dinner menu where you have to pay extra. Room service was very inconsistent. Sometimes they would change hand towels sometimes we wouldn’t have any hand towels and one time we came back to our room with our door wide open when we address this issue the manager appeared to be very concerned, but didn’t follow us to our room right away we had to wait about 30 minutes to an hour to get an explanation. Apparently a housekeeper forgot to close the door after Cleaning. They advertise a butler service, but we never saw one and it seemed like there wasn’t one. They were very inconsistent with times they came to clean our room and restock our bar. After three days, we began to get restless so we went to downtown and outside of the resort to find some entertainment, but that was 15 minutes away and about $12-$13 US one way each time. The staff didn’t seem in a hurry to greet us and see if everything was OK. They seemed more interested on being on their phones or talking to one another. This place was very underwhelming and not near the score. I would give that it shows. One star for cleanliness and one star for the variety of food, but I can’t give any stars for Service, activities, or convenience. I had higher expectations for this place based on the other reviews that I read, but maybe if you’re in a life stage or you don’t want to do anything but sleep and eat and be in a pool I guess this would be the place for you.

We were so excited to return to Hotel Mousai nearly four years after spending our honeymoon here, and somehow, this incredible place exceeded our memories and expectations all over again. ❤️ From the moment we arrived, we were reminded of just how special Hotel Mousai truly is. The beautiful setting, exceptional service, attention to detail, and genuine warmth of the staff make this place unlike anywhere else. A very special thank you to our wonderful butlers, Daniel and Diego, who made our stay effortless and extra special. They anticipated our needs, took care of every detail, and made us feel so well cared for. When my husband became sick during our stay, they went above and beyond—bringing him special soups and remedies and checking on him regularly. Their kindness and genuine care meant so much to us. Gabriel and Omar, our pool waiters, were another highlight of our stay. They provided wonderful service, and we truly enjoyed getting to know them. And a special shout-out to Orlando, our bellman, who was incredibly kind and always went out of his way to make sure we had a ride whenever we needed one. We are already looking forward to our next visit and feel so lucky to have experienced this incredible place once again. We absolutely cannot wait to return! ❤️