Overview
Hotel Mousai in Puerto Vallarta, Mexico, sets the pace for a new generation of designer hotels for guests, offering exclusive experiences by the beach and delicious pampering in unrivalled tropical surroundings. Hotel Mousai’s fresh flirtatious aesthetics and cutting-edge comfort will inspire you to live sensationally. A splendid yet precise fusion of imagination, contemporary design and inventive functionality generates spaces of artistic magnitude and dazzling personality – a gallery of experiences and creativity that will make you feel like a million dollars and pampered like a VIP. Each area is its own showcase, each room is a distinct work of art, each space evokes a discrete emotion and character, each one of you becomes part of Hotel Mousai’s uniquely lavish fabric.
Guests of Hotel Mousai have access to the services and amenities of Garza Blanca Preserve Resort & Spa.
Check in
4 p.m.
Check out
11 a.m.
Rooms
73
Inclusions
- Daily activities
- Round-trip airport transfers
- All taxes
Rooms
- 1 king bed
- Ocean view
- 1 king bed
- Ocean view
- South tower
- Minimum 1 adult, maximum 2 adults
- Maximum 2 children
- Walk in rain shower
- 24 hour room service
- A/C
- Bathrobes
- Coffee maker
- Complimentary coffee/tea
- Iron/Ironing board
- Rollaway bed (on request, $)
- Safe
- Slippers
- Turndown service
- TV
- Private terrace with jetted pool and hammock
- 1 king bed
- Jungle view, Ocean view or Resort view
- No more than 2 guests in the room
- 1 king bed
- Jungle view, Ocean view or Resort view
- North tower
- Maximum 2 adults
- No more than 2 guests in the room
- 24 hour room service
- A/C
- Bathrobes
- Coffee maker
- Complimentary coffee/tea
- Iron/Ironing board
- Rollaway bed (on request, $)
- Safe
- Slippers
- Turndown service
- TV
- Private terrace with jetted pool and hammock
- 1 king bed
- Jungle view or Ocean view
- No more than 2 guests in the room
- 1 king bed
- Jungle view or Ocean view
- North tower
- Minimum 1 adult, maximum 2 adults
- No more than 2 guests in the room
- 24 hour room service
- A/C
- Bathrobes
- Coffee maker
- Complimentary coffee/tea
- Iron/Ironing board
- Rollaway bed (on request, $)
- Safe
- Slippers
- Turndown service
- TV
- Private terrace with jetted pool and hammock
Amenities
Lobby
Rooftop Pool
Rooftop Bar
The Terrace
Hiroshi
Orange Deck
Red Room meeting room
Fitness centre
Fitness facilities
Spa
Spa
Exterior
Location
Reviews
0 Star Service - Over Before It Started
batson618 on Apr 17, 2024
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.
Great dinner experience at Hiroshi
Michael O on Apr 16, 2024
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!
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