Hotel Mousai

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! ❤️

Recently returned from 10 days in an ultra corner suite in the South Tower, our second stay at Mousai this year. The staff is the reason we keep coming back. Almost everyone we dealt with, on this trip and on earlier ones, went out of their way to make it memorable. Depending on your package and room, a butler can be included, and we opted for it. Lilith took care of us on our first trip, and this time we were happy to see she'd been promoted and now leads the entire department. It's well deserved. She and her colleagues Greta and Alan made sure we were taken care of. They checked in with us every day, handled even the smallest request, and we always felt like they were there for us. Every restaurant is good, a few are excellent, and none disappointed. Hiroshi, the sushi restaurant, is the one I'd send people to first. We ate there two nights and got to know our server, Jaime, whose service was outstanding and who is a big part of why this trip stood out. The resort is lucky to have him and people like him. We also met Chef Juan, who runs the kitchen. He talked us through what he's doing with the menu and the restaurant, and we learned more about sushi and food prep in one conversation than I expected to. Can't say enough about those two. We spent every day at the rooftop pool. Rafael, Antonio, Omar, Eduardo and the rest of the pool team anticipated what we needed before we asked, and we got to know most of them over the 10 days, which made leaving bittersweet. There's plenty to do beyond the pool. The gym is great, and every time I went there were two or three people in it, max. A lot of the activities are free, others are paid. My wife and I tried several spa experiences, including massages and the hydrotherapy, which is incredible if you've never done it. I kayaked to Los Arcos, which was a great experience, but you need to be physically up for it. I also did several of the hikes, tough and rewarding, especially on a 90 degree day in the Puerto Vallarta sun. Two things I'd ask them to fix. The timeshare pitch. I understand they have memberships and packages they're required to sell. When I politely say I'm not interested, that doesn't mean try harder. It means leave me alone. I'll spend plenty of money on the property and keep coming back, just respect the answer. Adults only. Having Mousai as the adults-only side and Garza Blanca for families is one of the best things about the setup. A couple of days we saw kids around the property and in the restaurants, and on other days we watched families get turned away. I have nothing against kids or families, but Mousai is sold as adults only, so enforce it the same way every day. Those are just some refinements I'd make to move this from an 8-out-of-10 experience to a 10-out-of-10 experience. We're already looking forward to our next trip and plan to come back a couple of times a year for the people, the food and the hospitality. It feels like a home away from home.

We just got back from Hotel Mousai and it was an amazing trip. One of the things that made it great was our personal butler Daniel Ohara who was very attentive to our needs. He was courteous, kind, and timely and you can tell he really cares about his guests.

We just came from Puerto vallarta and stayed at Musai, beautiful hotel, best customer service. My butler Daniel and Diego are awesome, always trying to help, they are the best!!! Excellent food, beautiful views , I will definitely go back. Lucy Saucedo.