TripAdvisor Traveler Rating

We have typically been ‘loyal’ to a couple of all-inclusive brands and decided to try something different for this trip. We were excited to discover this location and were so quick to finalize the booking that we immediately realized we’d selected the wrong date! We were only off by one day and rather than double book and then cancel we attempted to contact the hotel to make the change. This is where the problems began. We were unable to modify the reservation online, our attempts to contact the property via phone were unsuccessful as option 3 (speak to an operator) immediately disconnects, there were no responses to our email inquiries and chat requests, and the only option where an actual human would answer led to either a language barrier breakdown or them attempting to transfer us and AGAIN the immediate disconnection occurring. We also could not view the existing booking on our account because, as we were eventually told, they are updating their site and this is causing problems. After 72 hours of attempting to reach someone who could help, sending multiple chat and email messages, etc. and getting nowhere I was able to have a coworker sit with me as we attempted to call so that he could serve as a translator as needed. When we finally reached a human and explained the situation she asked for us to hold while she transferred us and – surprise – the call disconnected. After a few more attempts we were able to reach someone else who simply resent the same confirmation email with the incorrect dates that I already had and then told us that the entire team was in a meeting and that we should try to call back in an hour. Yes….the entire team is in a meeting. He stated that he could not have someone call us back and that, again, we would need to dial back in an hour or so and try again. We reached yet another representative on the next call and explained the entire situation again. Fortunately she agreed to stay on the line while transferring us to make sure that there were no further disconnections and we eventually reached someone who said they could make the simple change to the reservation. Again, the only change was shifting the reservation by one single day. I should also point out that, at the time of booking, the dates that we wanted were actually priced LOWER than the ones that we actually booked. So, had anyone been accessible/responsive or if any platform such as the website was functioning then this would not only have been resolved days earlier and with much less headache but would have been at a LOWER rate than what we were fine with paying. The representative who we reached put us on hold and eventually returned to notify us that the price would INCREASE by roughly 30% if we made this change. This was clear attempt at a price gouge, which we confirmed by bringing up the same dates and booking online while on the call and pointing out that the online rate at the time WAS higher than what we’d paid at booking but was only half of the increase that she was attempting to charge us! We made it clear that we were not looking to pay LESS for the switch but that we certainly did not expect to pay MORE for making a simple change that had been such an unnecessary headache to initiate. She simply stated that this was the rate that she saw (even though it was even higher than what was visible to us online in that exact moment) and that there was nothing she could do. We asked to speak with someone else (yes, sadly I found myself pulling the ‘speak to the manager’ card … not a good moment) and were told that there was no management on duty (in the middle of the afternoon). As we were on the phone with her a cancellation email came across my inbox….. I cannot comment on the food, views, or amenities at the property. Unfortunately the trip that we booked with such high hopes was derailed before it even started by a level of customer service that I’ve only heard stories about and never actually experienced. I’m sure that there are great staff members onsite at the property. It’s possible that as long as you do not have any need to deal with their service team prior to arrival then you will have a wonderful experience. However, given the nightmare that this has turned into for us I felt compelled to share the experience for those considering their first trip to this location.

Dinner at Hiroshi was phenomenal. Thanks to Samai for the warm welcome and thanks to Aley and Diego for the excellent service and top shelf recommendations. Diego knows his tequila - lots of fun trying out his favourites. Great night out, great team of staff!

Diego Silva and Miguel Aleta the Hirsohi team had 5 star service. We would definitely recommend this place to eat couldn’t ask for better service. They made our experience well worth it and we will come back for sure. Can’t wait the sushi was delicious.

Literally the worse hotel I have ever stayed at. There was blood in the sheets and when we called the manager to come check it out, they yelled at my wife when she said she wanted all of the sheets changed. They told her that is not her decision and the manager will decide what to change or not. They also threatened to call the Police to have us kicked out because we objected to their tone. This place sucks. i can't believe anyone would ever stay here.

My husband and I planned a last minute getaway to Puerto Vallarta the first week of April 2024. We could only do a 3 night trip so we wanted to do an all inclusive and our main goal was just relaxation. From the minute we arrived at Mousai we were blown away! It is a bit outside of town (about 40 minutes from the airport) but we loved the beautiful jungle that was the backdrop for the stunning property. The gentleman at the valet were so welcoming and helpful. We arrived early (around 12:30) so our room was not ready yet but the front desk got us set up with our passes so we could use the all inclusive upstairs at the pool while we waited. Pool/Beach We spent most of our time at the rooftop pool on the South tower and had a great experience. The view is amazing and the temperature of the pool was perfect. The service was also great. From the minute you arrived at the pool they set up your loungers to your comfort and began by bringing you drinks or anything else you needed. I was pleaseantly surprised that on each day there were always pool loungers available...no need to get up early to race to the pool for a spot. Our server Ignacio was amazing and really made our time at the pool amazing. We did go down to the beach and to check out the pools below at the sister property and the beach and pool were nice but we preferred the adults only aspect of the rooftop pool. Food We were a little hesitant to book an all inclusive because in our past experience the food typically isn't great. We were very pleased with the food overall. We ate at the Steakhouse, the Italian Restuarant and the Japanese restuarant. They were all very good and had plenty of excellent choices on the menu. I was also very impressed by the level of cocktails they served...each restuarant had a creative curated list of cocktails to try. We also had breakfast at the Steakhouse and the Terrace twice and the breakfast food was amazing as well. I loved that they had a smoothie menu at breakfast. Room I typically like to stay at high end resorts and the room at Mousai blew me away. We had a corner suite on the 5th floor of the South tower and the views were stunning. We were greeted with jungle views walking into the suite and then a wraparound ocean view on our deck. The jacuzzi on the deck was the perfect addition to the room. Since there really isn't much night life to speak of at the hotel we enjoyed coming back to our room after dinner and relaxing on our deck and hitting the jacuzzi. I'm not a great sleeper at hotels and almost always dislike the comfort of the bed and pillows and I was amazed at how comfortable and cozy the bed was. I dare say I slept better at Mousai then at home. The room was really perfect in every way. Spa I enjoyed the hydrotherapy circuit and the massage at the spa. Very relaxing and I felt the price was reasonable for a hotel massage especially since the hydrotherapy was included. When I was researching hotels for this trip and saw so many amazing reviews for Mousai I really thought they might be paying people to write the reviews but I can assure you the property is that good. The only negative I can think of is that there aren't a ton of activities and/or nightlife so if that's what you are looking for you may be dissapointed. If your looking for relaxation and top tier service then Mousai is your place. I've been back less then a week and I'm already looking at prices to return in September.