Hotel Mousai

This was our second visit to Hotel Mousai and it was just as amazing as we remembered it. Service here at the resort is top notch. The property and grounds are tucked away into a beautiful nature preserve. Food is fantastic and the view from the rooftop pools are to die for. We want to extend our heartfelt gratitude to those who welcome us so graciously and took care of us! Specifically: Our Rooftop Pool team: Vianey, Omar, Ernesto, Jorge, Gillermo - thanks for taking such great care of us every day! Noi: Karen, Pilar, Ramon, Orlando Hiroshi: Irving, Diego And a special thanks to Yovanny for so kindly shuttling us down to breakfast every morning. We can’t wait to come back!

I've been to Mousai over 15 times. I have brought countless friends there and convinced several friends to go there on their own. Obviously I like the resort, but now I need to reconsider if I return because their new "resort credit" system is either a scam or just incredibly poorly run. I've heard others complain about this too, so hopefully Mousai will actually take this seriously and reach out to me rather than just say “we take your feedback seriously” and then do nothing. My trip included a resort credit from Costco. The check-in person told me that, when using the credit , I need to tell the restaurant staff, because the credit could not be applied at checkout. I used the credit twice, and each time I told the waiter and then the restaurant manager about the credit and they applied it to my check. I wanted to make sure that the credit was, in fact, applied, so I checked with the front desk the next morning. The credit had not been applied. The front desk said there was nothing they could do about it, even after I showed them the zeroed-out receipts, and I would need to take it up with the restaurant (NOI) manager. So, I went back to the restaurant manager, who was flummoxed and had me wait while he wandered off to "check with his supervisor". When I finally found that same manager again 40 minutes later, he said I needed to take it up with the front desk. So, I tried the front desk again, and they said there was nothing they could do. They even said I should call Costco (!), which is laughable. My wife and I wasted over 2 hours of our vacation on this nonsense. If Mousai doesn’t want its visitors to use resort credits, then it shouldn’t offer them.

This was the most disappointing experience we have ever encountered. We had been to Hotel Mousai a couple of years back and we had the most amazing experience staying in the penthouse. We chose this venue (over several other choices that we have been to for our celebration because of our previous experience here). First and foremost, the reason we had to leave the resort immediately was because it was an ACTIVE construction site and the room we chose (corner ultimate suite south tower) was sandwiched between 2 high rises actively being built. We are talking 100’s of construction workers right outside of our balcony to the left and right on cranes, using drills, etc… and also seen from the window directly across from the bed. We were absolutely shocked that this was not disclosed to us (in all of the multiple emails my husband sent to the butler scheduling meals, making arrangements for our anniversary celebration etc…). Unbelievable! We asked for a manager immediately and they told us none were available. The salesgirl Rocio said there was one other room available (she showed us the room and it was not nearly as nice and also in the midst of all of the construction chaos!). After our long day of travel, we had to scramble and pay for more transportation to get to another resort that was not under construction and then pay astronomical fees to book another place last minute for Easter weekend. What a disaster. My husband reached out to the manager Cassandra the next day via email and she apologized and offered to refund us but nothing was offered to us for putting us through all of the stress and expenses of changing properties. He was also trying to set up a call with her but she didn’t follow up with the phone call. Also, this is a small complaint compared to the construction nightmare but I do think it’s worth mentioning. Upon our arrival, (before we realized what was going on), Rocio, the sales rep was extremely rude to us. We were asking her about reserving lounge chairs (they did this for us last time we stayed), and she told us the loungers could only be reserved by members and we should have done some research and should have become members prior to coming if we were expecting loungers (there is literally nothing else to do at this resort but to enjoy the pool and views and to relax in the loungers). We were very put off by her attitude and told her this and she was dismissive and defensive. In summary, please be warned, this construction was in the early phase and it looked like the completion of this project will be years and years away. Ask for full disclosure before booking. There will be nothing relaxing about your vacation at Hotel Mousai given these circumstances.

We were staying at the hotel from 04/08/2025- 04/12/2025 Room 6016 . The first two days were great the last two days they were doing construction next door and literally they were chipping one inch x one inch tiles from the hotub next door for 8 hours at a time. They were also using very toxic chemicals that would permeate the entire floor and of course our room. We were unable to use our room for the last two days and were sick for the last two days, we were lucky it did not kill us.The manager on duty 4/11 came up to the room and said this is unacceptable and he would credit us two days and promised another room but never did follow through When checked out these clowns knew nothing about the credit and offered us a 100 credit . To get checked out will still had to sign the full bill under duress. We waited to complain until we were back in our country for obvious reasons

My wife and I stayed here to celebrate our 20th wedding anniversary. We booked through Costco, and stayed in an Ultra suite in the North tower on the 10th floor with the all inclusive package. The entire experience was incredible! The views from the resort are amazing. All the restaurants were much better than I would have expected from an all inclusive. The spa was lovely, with beautiful views and great service. The rooftop bar and pool were amazing, with fantastic seafood and great drinks with perfect views. Every single staff member was incredibly friendly and helpful. We had zero problems the whole trip, and are already planning to go back!