TripAdvisor Traveler Rating

Service was amazing ernesto from the rooftop was very accommodating.. everyone took care of us but the north tower rooftop was the best experience.

We stayed at Hotel Mousai in May 2025. Overall, it was a pleasant experience. The rooftop pool was indeed the star of the show. Great views, good vibe, the service was always consistently solid. Staff throughout the resort were kind, attentive, and professional. Farther away from the city, the dining experience at the resort restaurants didn’t quite measure up. Dishes were hit or miss, at one restaurant the AC was out. Not pleasant to eat and sweat at the same time. For a property of this caliber, we expected more consistency and polish. Check-in, the launch of our stay, was another low point. It was clunky and frustrating. The room we booked—and paid for—wasn’t available when we arrived. We were ultimately placed on the first floor North Tower, even though a high floor was promised. (promise was never fulfilled.) The grounds were fine. The location; okay. Nothing particularly memorable, but nothing terrible either. There is active construction on site, but honestly can say it did not impact us much. In the end, we left feeling a bit mixed. There were certainly moments of luxury, but also moments of letdown. A generous four stars out of five.

The staff was amazing, the food was some of the most delicious food we’ve ever eaten, and the decor is beautiful!! The attention to detail that went into every room is like nothing we’ve ever seen before. Very romantic and sexy vibe! We will be back soon and often!!!

Our recent experience at Hotel Mousai in Puerto Vallarta was incredibly frustrating and left us feeling completely let down. We had booked a suite through Agoda and received a confirmed reservation for February 28, 2025. However, upon arrival, we were informed that our suite was not available. While mistakes can happen, it's how they are handled that truly defines a hotel's service. Hotel manager Alejandro Chavarin offered us a written reimbursement of $400 USD, promising to transfer the amount to our credit card. He collected all necessary information, including our phone number, email, and credit card details. Unfortunately, it's now June 2025, and we have yet to receive the promised reimbursement. We have called the hotel multiple times, only to be met with an inability to locate or connect us with Mr. Chavarin. This lack of accountability and follow-through is completely unacceptable. We chose Hotel Mousai for what we anticipated would be a luxurious and hassle-free stay, but instead, we were met with inconvenience and broken promises. This experience has significantly impacted our perception of the hotel, and we would caution other travelers to be wary.

This was THE most relaxing week we have spent in Mexico so far. The staff was very attentive to our needs and had great personalities. Special shout outs to our butler Greta who tended to our every need, pool concierge Vianey who made sure we were comfortable and our waiters at the pool who kept us hydrated and full from the amazing menu! Can’t wait to go back!!!!