Hotel Mousai

It's probably one of the best rooms I've stayed in. Large with several amenities and features. The view from the wrap around patio was a wonderful plus! I loved chilling there at night and in the mornings. The food and service were 5 stars as well as room service. The only downside was the limited activities. There is only so much sitting pool side you can do. The hike was good but not a whole lot to do and no real music anywhere past 1030pm.

It is said that “Beauty is only skin deep,” and this idiom unfortunately applies to Puerto Vallarta’s Hotel Mousai. While the hotel, grounds, and smiling staff may radiate beauty, underneath the surface lies an ugly truth. It is all a façade. Our son and his fiancée had a destination wedding at Hotel Mousai in November 2024. We were to arrive the day before the wedding rehearsal. Unfortunately, we missed our connecting flight to Puerto Vallarta due to weather conditions and had to stay the night in Houston, Texas. This required us to pay for a hotel and meals in Houston. And to miss our first night at Hotel Mousai. I immediately called the hotel to notify them that we would not be able to arrive until the following afternoon. Upon our arrival in the late afternoon the next day, just in the nick of time to change our clothes to make the rehearsal, our room was not ready. We had to wait an hour to get into the room. The following morning I spoke to a manager, requesting a $718 refund for our first night. I was told that the manager would get back to me. No one did. I spoke to numerous employees for three days but all they did was tell me that management would respond to me. No one did. When we returned home, I began to make phone calls and send emails to management, all with the promise that someone would respond. My phone calls and emails went unanswered until many days later when finally, an employee in the wedding department told me that I needed to give 89 days’ notice to cancel. Tell that to Mother Nature. Who the heck knows 89 days in advance that an airport will be shut down due to weather conditions? Here are our issues: • The lack of communication from Hotel Mousai staff is inexcusable • The refusal of our reasonable request for compensation is appalling, especially since we were charged for a room that was not ready for us the following day • We paid over $5000 for the rehearsal dinner, adding to Hotel Mousai’s profits • The cost of the wedding was very expensive, adding to Hotel Mousai’s profits • Approximately 50 guests attended the wedding, adding to Hotel Mousai’s profits My husband and I have spent considerable time and effort trying to communicate with the hotel and request a refund for our first night. The hotel requested a rating but when I attempted to put one star for service, the website rejected this review. Sometimes beauty is only on the surface. As is Hotel Mousai’s customer service and reputation in our eyes. We will never be back.

If you’re an early riser or like to be woken up to loud contruction noise at 7am then this is the place for you! I was so excited to spend my December vacation here but on our first morning we were rudely awakened by loud construction noise right outside our room…at first I thought we left the window or door open but No it was just regular construction right outside. Normally when a resort or hotel is experiencing construction nearby they left guests know ahead of time or it’s listed on their website but not here. Complete bait & switch. After our first night here I let management know how this was severely unprofessional…first they said they would try to move me to another tower…then they said they were completely booked but even if they moved me there was construction at the other tower too. So save yourself this property thinks it’s okay to ruin your morning with loud noise without warning. Oh I also booked an ultra room with a concierge that is non existent. Greta, you e been of no help. I’m still here and this resort has not tried to remedy this huge inconvenience.

This was our third time visiting Hotel Mousai. It is about 45 minutes from the airport, and we were glad to be away from the main downtown and near the gorgeous rainforest. As we prefer to stay at the resort for all of our meals, the all-inclusive option was a great plan, and the restaurants and food were top-tier. We were especially impressed with the Japanese restaurant and the new Chinese restaurant. Kudos to whoever made the decision to give "honest" drinks now compared to the very watered-down drinks they had the last two times we were at the hotel. Our goal for this trip was "forced relaxation," and that was exactly what we got. Making our trip extraordinary was the superb service we consistently received at the South Tower Rooftop pool. Alonso (Cesar) Ibara was quintessential in making our trip fabulous. He was attentive, professional, and personable--Alonso deserves a raise! Also at the pool, and giving exceptional service were pool manager, Omar; servers, Noe and Jorge; and bartender, Guillermo (Memo). I only had one very tiny complaint about Hotel Mousai: After spending so much money to have top-level food, drinks, service, and amenities, I thought it was a little silly that they had very cheap hairdryers in the rooms. It had so little power that it took me a ridiculously long time to dry my hair!

My best friends and I went to Mousai to celebrate our 50th birthdays and it was absolutely amazing!! This was my 4th or 5th time back to Mousai if that tells you anything. The rooms are lavish and beautiful with very big bathrooms and great technology. I’ve never had a bad view of the ocean there. The service was incredible from the minute we walked in. We felt so celebrated and so taken care of. Every single meal was perfection. I can’t say enough good things about our stay and the way we were taken care of and the memories that were made for us forever. Very special thanks to Alonso, the rooftop pool concierge who made sure our days were perfection. He made the trip so special and Mousai is lucky to have him! Can’t wait to go back!!! Thank you to all the staff for the best experience!