Hotel Mousai

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 972 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Incredible!

    Reviewed by jasonbL2111OX(Lincolnshire, United Kingdom) on Nov 06, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We visited Hotel Mousai and found it to be one of the best hotels we’ve stayed in. From the moment we arrived, the service was impeccable. We stayed in a corner suite and the space, amenities and views were incredible. The rooftop pool and bar was out of this world and Hiroshi, the Japanese restaurant, was amazing. We stayed on an all-inclusive basis and it was excellent value for money. No scrimping on food or drinks - everything you could see/want was part of the package. I can’t remember all the names, but: Cesar our butler was incredible Mateo, Angel, Veronica and “skinny boy” Eduardo on the Terrance were brilliant Jose at the rooftop pool was exactly what you wanted as your pool boy I cannot recommend this hotel enough!!!

    Paradise

    Reviewed by Kelly M(Beaumont, Texas) on Nov 06, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Everything about this hotel is excellent. They went out of their way to make us happy. The food was fab, the service over the top, the view amazing. Our corner suite room was awesome and we loved the bed. I wish I would have brought some friend couples because my only complaint is there is no live music or dancing at night so we got a bit bored. We know there is plenty to do in town but it would have been cool if they had a live trio for dancing a few nights a week. Loved the sax player that went around and played with the background music in the evening at the restaurant and in the lobby. It is really a special place.

    World's Most Outstanding Luxury Resort!

    Reviewed by Jeffrey G() on Nov 05, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I consider luxury travel our hobby and are quite discerning - not to be confused with picky - travelers. Ever since discovering Hotel Mousai a few years ago we keep being drawn back. Physically the property is gorgeous and in an unbelievable setting with one of the best views in the world. However, what exceeds the physical beauty is the experience provided by the beautiful, warm and amazing staff that work at Mousai. The Mousai experience is unparalleled and exceeds that of other AAA Five Diamond properties such as the Four Seasons. I believe this is a reflection of management. General Manager Cecilia Bustos does an incredible job. There are so many staff members who made our stay special. In particular the concierges Alex, Elisa, Jennifer and Paulina are remarkable. Our butler Jairo was over the top. We really enjoy the sushi restaurant Hiroshi which is on site. Poolside service on the rooftop is the best of any resort I've ever stayed at and the quality and presentation of food and drink is outstanding. The resort is immaculate and extremely well maintained. If there were higher than a five star rating I would definitely give it to Hotel Mousai.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Value

    Value-5

    The BEST resort EVER! 2nd visit!

    Reviewed by 398nataliea(Prosper, Texas) on Oct 28, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We just got home from our stay at Hotel Mousai for the 2nd time. The first visit was so amazing we knew when we got free time again, Hotel Mousai was where we were going. Everything was 5 star service from the second we arrived. Greeted by familiar faces of the valet concierge who gave us a speciality drink and cold towel. We got to the resort before the 3pm check in time so we had them hold our bags and we went up to the beautiful rooftop for snacks and drinks. The resort was a lot busier than our previous visit and we were surprised that there wasn’t any available pool side chairs. Thankfully Rigo, pool concierge, was super eager to help us out. He was able to get us 4 chairs right next to each other in no time. Let me brag on Rigo for a minute.... he was hands down the super star staff member that made our trip amazing to EXCEPTIONAL! You can tell his has a passion and love for his job. So attentive, hard working, and made us feel like royalty. As the sun was moving so was the shade. He would make sure we had the perfect amount of sun & shade, always made sure we had full drinks, the best spot at the pool, and would as what time we plan on arrive the following day to make sure our seats were toweled and ready for a relaxing day pool side. We loved Rigo and look forward to seeing him our next visit! All the pool side servers were great too! Ignacio, Enrique, and Guillermo! We were a 6 person group of needy and thirsty people. They kept our drinks full and fulfilled all of our creative drink request! Thank you!! Making dinner reservations was super easy with the concierge service. Even though We never had the pleasure of Alex assisting with these needs, he was nice on the eyes ??. The late night room service my husband enjoyed! Food is amazing even at 3am! A few of our favorites and tips of things to do and eat on the resort: #1 find Wendy on the beach (she’s a beach vendor) and get your $25 beach side massage! We did it 2 days in a row and it was one of the best massages we have ever had. Her hands are like butter! We call her our little hidden gem and she doesn’t work for the hotel. #2 our favorite restaurants in order... first harochi, second the steak house, 3rd Garza Azul, and last the Italian restaurant. I would has passed going here if I knew before hand. Wasn’t awful but doesn’t even hold a flame next to the other restaurants which food are excellent! #3 if you plan on doing an excursion, book the day you arrive with the hotel. I forget her name but she was super sweet and patient with us as we did not plan in advance and she did everything g she could to book us a very last minute excursion. Favorite excursion of ours (we have done it 3 times already) is the Vallarta Adventures, outdoor zip line adventure. It’s a MUST but books up quick! #4 there’s no need to leave the resort bc the food is better than any restaurant you will find in town however if you are looking for night life after dinner then you may want to consider venturing off the resort. The rooftop bar stays open till late but it’s more lounge atmosphere. Our favorite spot in town , which Rigo recommended, was La Bodeguita Del Medio. It’s a cute little Cuban bar where they have live Cuban music and dancing! So fun and such a great ambiance. We felt totally safe while in town and Hotel Mousia made sure to arrange taxi service which our driver was super professional. We visited during the time of construction and this didn’t bother us at all. We were a corner suit and happened to be right next to where they were doing construction but from inside our room you couldn’t hear anything. Excited to see whAt big new expansions are going on at Mousai! Thanks for another great visit!

    Not as good the second time.

    Reviewed by Peter Z() on Oct 28, 2019

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We visited for a week in February and again this past October, thus I think we have a pretty good feel for the hotel and what it has to offer. First I would like to commend the staff. Once again, Ignacio and Jose did a phenomenal job the days they worked on the rooftop. Allen took great care of us as did Rueben. Mateo was great and attentive for breakfast and Alejandro at Garza Blanca beach side was attentive and always had a smile on his face. We really did appreciate all your efforts and hard work! Here is where the misses happened. We had the all inclusive package and in Feb as well as the first 2 days of this trip our preferred Tequila Don Julio 70 was included. On the 3rd day we went into town and returned for lunch and ordered a Margarita with Don Julio 70 and were told now that is top shelf and not included in your package, if you still want it there is an up charge. While change certainly happens, I would say it is not 5 diamond service to change the rules on guests during their stay, grandfathering them in for the remainder of the trip would have been the better choice. There was one day on the rooftop where a group gathered and was constantly ordering shots and food and monopolizing the person assigned to the area. Unfortunately, other guests were ignored that day because the hotel had no mechanism in place to add an additional waiter to compensate and take care of the other guests properly. There were quite a few couples voicing their displeasure at the poor service that day. Luckily, it was only for one day as the group was not there very long. The air conditioning in our room did not work very well. We called down after a few days and it seemed to work better for a night or two, then it was back to being slightly hot again. Additionally, my sister and brother in law were traveling with us and the IPAD in their room didn't work properly. They called about it and the service person used my sisters charger and said all is fixed. Well, it wasn't....the battery just would not charge and no replacement unit was provided for them. Lastly, what really bothered me was the conversion of peso and dollars. Typically we leave cash each day for our tips. We missed on two occasions and signed off on $30 to tips. The hotel then converts the tips into pesos. When you check out they show you what you owe in pesos and if you wish to pay in dollars do another conversion. Well, needless to say the when we checked out we owed $32 not $30 for the tips left. While not a big difference for us, it is for everyone else who leaves their tips in dollars and then pays in dollars upon leaving. Probably best to leave your tips in pesos, although the conversion at checkout is not the best. Overall a good experience, but I would not say this stay was as good as our trip in Feb due to the above issues. Again though, the staff works hard and does a great job and if not for them my review would be at least one less star. I think the issues we had have more to do with the managerial decisions that were made during our stay.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5