Hotel Mousai Puerto Vallarta Adults Only

9.4

Exceptional

902 Guest reviews

9.4

Exceptional

902 Verified Reviews

Read all reviews

Cleanliness9.6/10

Service9.4/10

Comfort9.6/10

Condition9.6/10

location7.0/10

Neighborhood9.2/10

Value8.0/10

Amenities9.6/10

Excellent customer service. Amazing experience

We just returned from our second trip to Hotel Mousai. The food and service are excellent. The check in was quick and easy and the property is clean and well kept. There is construction at the beach that can be heard from your room. Other than that, the stay was perfect.

Todo muy bien gracias

Stunning views and top notch service. Everyone was wonderful from the room staff, bell boys and desk attendants to the personal concierge. Would definitely recommend. Make sure you hit the rooftop bar and pool on the north tower!!

Second time staying here and everything was great except one setback. After room was cleaned mini bar was not restocked. Found housekeeper and asked to have water re filled in mini bar seeing room was cleaned but mini bar wasn’t restocked, she said no problem give her a minute and she’ll be right back, this was 4 pm. 5 o clock she never returned, called front desk to explain they said so sorry somewhere will be there shortly, never showed up. Called back at 1800 and once again they said someone would be right there, 1930 nobody had showed up yet. Went down to front desk at 2000 to explain we been trying to get mini fridge restocked sense 1600 and all we cared about was water seeing we had none and can’t drink outta tap. They gave us two warm waters and said someone would be up shortly. Explained we were tired and wanted to just go to bed seeing we been out all day and just wanted a few more waters and didn’t want to be bothered as we were tired. They insisted and had someone in our room within 10 min to restock our fridge. After housekeeping was done we noticed they did not give us any water which was our number one request, housekeeper apologized and had to go get water and come back. Very disappointing that getting water turned into over four hours, did not feel like a luxury resort. With that said even with this setback all staff we encountered were extremely polite and professional around property, they truly make you feel special, but 4 hours for water a let down

I paid for the north tower, they gave me the south tower and tried to play it off. They didn’t have the room I paid for but they only apologized but no compensation. I was going to use Uber but they said taxi cost the same at the hotel, the cab wanted to charge me 2x the quote. The conditioner had lotion in it and the wife was furious and we lost the reservations due to having to find conditioner at a store and wash again. All they did was apologize but didn’t find us resolution or compensation. Not staying at this “5 star” hotel again.

Excellent hotel

Good

Simon at the Italian restaurant Nio on the property provided us with excellent service. All the staff members were excelllent and they all get 5 stars.

Overall I had an amazing experience!

Beautiful resort, excellent food and service, very friendly staff. It is a timeshare ( they do not call it that) but it is. Be prepared to be offered incentives to listen to a presentation that will last a few hours.

One of the best all inclusive stays out there. Had a great stay.

Fourth stay for us at Mousai. Stellar, as always. Cannot say enough good things about Greta, our butler; Alan, the pool concierge; Ceasar and Christian who took care of us at breakfast several times; same for Pilar, the hostess; Omar, who took Alan‘s place mid-stay; and all the pool guys: Eduardo, Arturo, Gabriel, Jerry, Ignacio, and several others whose names I cannot currently recall. And of course, the bartenders. I don’t know their names, but that would make us anything we requested, including custom cocktails. I highly recommend.

Amazing property with great food, incredible staff and service and the rooms are top notch with expansive ocean views.

This property has really gone downhill since I visited 2 years ago. Our room leaked and no one said anything to us after a long day away. Returning to find a pool of water in the middle of the room and the bed moved! It took another hour to get service and then very minimal acknowledgment and compensation for our problems. I paid too much for crappy customer service at a place falling apart!

Best hotel, best service, great food!

This was the best one week vacation I’ve ever had. Lilith was our butler and we can’t say enough good about her. So good we will be back again next year.

This is my favorite place I have stayed in the world. The views are amazing, the food is delicious, and the amenities are top notch. Best of all is the service. From Alan at the pool to Simon at breakfast, they provide exceptional service while being personable and fun. We have been twice and are already planning our third visit.

Wonderful hotel. Excellent service and great food. Would have liked to see more of an authentic Mexican restaurant.

Several issues, the first night, dirty room with urine one the bed and stained sheets, mold in the shower and many other issues. I didn't even sleep due to bugs in the room and there was no room available, staff disregard their guest and brush away their issues and keep giving you run around. I was so disappointed that no one cared. Only Octavio on the roof top new what is customer service and Alejandro the manager but we were only able to see him the last day.

This was by the far best adults only vacation we’ve ever been on. The staff was INCREDIBLE, the food and drink options were amazing, and the view- it can’t be beat. The heated toilet seats were something I wasn’t prepared for and we are obsessed. The trolleys were great to get from the towers to the lower levels. Our butler, Lilith was amazing. Luis at the bar was great with his mixology class. Antonio at the south tower rooftop bar was friendly and attentive. Eduardo at dao was kind and friendly. Bocados was not my favorite of the restaurants, but it does have a wonderful view. We will absolutely be staying here again annually. Highly highly reccomend!

We just finished a five day stay. I have to say this is a high end resort. We had a fabulous time.

It’s the worst experience I had ever had.

Staff was very attentive. Food was great, there wasn’t anything that we didnt enjoy. Would highly recommend staying here, beautiful view from our room facing the Beach.

Y

Beautiful property with views that will leave you in awe! Staff was always helpful and polite. Will definitely return in the future.

The property was nice. My biggest issue was with the room service. There was always an issue with the ordering system. Several times we would order and items was left off the order. By the time they bring the replacement item the meal was cold.

Very nice

La vue est remarquable. Le jacuzzi sur le balcon est un plus. La nourriture excellente. Il semblait manquer de personnel à la réception par contre.

I loved EVERYTHING about this place!! But most of all the customer service was 100/10! I’m already looking into going back. It was PERFECT

Wonderful resort with incredible staff. Food is best I had had at an all inclusive resort.

The resort and staff were amazing. The only issue we had was paying for the North tower, but they were out of rooms so we were put in the South tower. I can’t say enough about how friendly the staff was. The rooftop pool was very relaxing. The restaurants and room service were also really good. It takes a little bit to get used to always having to “tab” out when eating and drinking, even with the all inclusive package. It was a very quiet resort compared to others we visited in PV.

They sell you an all inclusive package and then spend YOUR VACATION upselling you on everything. It is exhausting.

Absolutely stunning. Rooftop pool is jaw-dropping. Can’t wait to return to this incredible property.

Most Amazing place, excellent staff, best food!!

Absolutely The Best Ever..!

Elegant Hotel…technical updates were the BEST..!

We had a great time at Hotel Mousai North Tower. All staff was very attentive and provided great customer service. Noi & Dao were the best restaurants on site. Steakhouse & Hiroshi have room for improvements.

This was our 3rd visit, and will return. The staff is just great but we did have two issues during our stay. We arrived at 3 pm and our room wasnot ready. Secondly, there was not sufficient hot water on our 4th day. I know these are small things but they are irksome.

The food , service and hotel itself were all really great. We got the Ultra room which was worth it in our opinion. The reviews we read had before booking all pretty accurately described the property. We really enjoyed our time at the rooftop bar and pool. The staff at that bar were awesome. We really enjoyed Ernesto who took great care of us and had such a great personality. We ordered breakfast our room everyday as we loved sitting on the deck, taking in the great views and not having to leave our room for breakfast. We loved Daniel who served us most days, he was so positive and fun. He really started our day well every morning. The butler service was a nice touch. We didn’t use it extensively but was amazing to have a person on hand to help us with any questions and support we needed. Will definitely go back if we get the opportunity.

The property is superb. The staff are very welcoming and helpful. If any opportunity, it was with the internet service, each day we had to call to get new credentials to gain access. I would also consider staying in the South tower as it is the newer tower and is far enough from Garza Blanca (family resort) that you can fully enjoy the Adults only benefit. During our stay we were not able to enjoy a nap because we could hear kids screaming outside of our balcony. But hey, they're on vacation too. Just something to consider.

The view is beautiful. We love Dao Restaurant. The staffs is awesome. Thank you.

This reservation was made through Expedia for my boyfriend’s birthday week. Our stay would be 6 days five nights. He enjoys lounging by the pool, jacuzzi, and beach as well as the convenience of having all inclusive. After reviewing many resorts i thought the best option for us would be Hotel Mousai, as the restaurants from its sister resort, Garza Blanca was said to be included in this the all inclusive. I am not one to bash a business but they need to be more transparent about their pricing. I ended up paying one price, which was all ready in the high end, only to be told it would be another grand for the all inclusive option. By the time I was told, it was too late to cancel without being charged fees. Mousai is beautiful non the less, I would have stayed in the infinity pool the entire time. The outdoor jacuzzi is amazing as well. The bidet toilet seats are a great touch in every bathroom you use in the facility. Staff is friendly, gym is kept clean. Room service was disappointing. No refill in coffee pods even after calling receptionist to refill. Room service was inconsistent. Bocados steakhouse was disappointing, my boyfriend is a steak fan and was eager to dine there. Service was not good at Bocados. Not attentive. We chose to upgrade to their other steakhouse, Karuma for his birthday dinner. Again, they need to be more transparent on what you are paying extra for. Dinner at Karuma had good service and quality food. Waterfall tour and kayak tour were the best!

Over exceeded all of my expectations. Resort was beautiful. The staff were all extremely helpful and friendly.

Amazing Resort

Let me start with our room tablet that wasnt working for two days so i couldnt use ANY services in the room that i paid for. Then they forgot to leave us drinking water in our room, i had to come downstairs 4 times to ask for the staff to bring us water and yet it took em 2 days to bring us drinking water, The staff, specially the manager of tue steak house made our whole experience miserable. He said he will bring us anything he likes, not what we wanna order which was stupid if u ask me. Then he brought us burnt steak shrimp that we said we are allergic to, disgusting octopus which we asked not to bring anymore but yet again they brought it back to the table. We asked for the manager Ruben, and explained the whole situation to him and asked if he could make our night by bring us some good steak , he replied with it is what it is and you can go ahead and complain if u want to. I have NEVER ever experienced such a poor customer service. When i decided to talk to him that what he is saying isn’t professional and he should do something about the poor service at least to make us a bot happy he just walked away from me. I was left standing in middle of the restaurant like an idiot, there was a table next to us and even they said they dont know why they are doing this, they werent happy neither. I personally would never come back to this resort. We had a group of 12, u just lost 12 individuals plus anybody we know, i make sure they know about this experience and go else where.

All was excellent

The most luxurious resort in PV

This place is amazing, my husband I loved our stay. The rooms are big, spacious and accommodating. Loved the terrace, the jacuzzi and our view. The rooftop was our favorite pool, the food was amazing there. Our concierge Itzel was very nice. Restaurants were amazing as well. Well definitely be coming back.

Very friendly staff. Clean. Concierge was amazing!

Parfait

Très bel endroit. Vu magnifique de la chambre. Bon service. Bonne nourriture au restaurant. Choix de restaurants intéressant.

There are no words to describe how wonderful this resort is. 10/10 recommend. Excellent food, views & attentive service. Welcoming staff & top tier spa experience.

Amazing service super clean

Romantic, White Glove Service, Luxurious, 5 star

Wonderful Stay

Most Beautiful Place I’ve Ever Been!! Staff was the best ever!!

Stayed five nights to celebrating my wedding anniversary, and loved the property and restaurants, but the rooftop pool views were amazing.

Loved staying here, totally worth it. I did not do the all inclusive, but I did eat at the rooftop pool twice. Food and drinks were great… don’t be afraid to travel outside of the resort it is very calm and safe. Open table has amazing restaurant options.

The most perfect stay. There is not one negative thing I could say. It is beautiful, peaceful, entertaining and the service is unmatched. You will not regret it!

Lovely

From the moment we arrived we were greeted by every member of the staff with a big smile and a nice glass of champagne. Everyone was very attentive. We had the perk of having our own Butler (part of the VIP) Humberto he was very attentive and helped us from day one to our departure. Thank you Humberto. The hotel is kept immaculate our room was very nice and clean our patio with very nice view of the ocean and surroundings, jacuzzi, very confortable furniture and an amazing hammock. The food and drinks were good enough to be included with the All Inclusive package our favorite place was the Japanese restaurant that was fantastic! The steak house (Which was not included on our A.I. package) Karuma was absolutely fantastic from our appetizer to our main course, we both had the filet mignon, service was very attentive and fun...thank you. the Roof top pools on both north and south towers are very nice with fantastics views of the ocean and mountains. We had a great time we will definitely go back soon.

Fantastic property and excellent service.

I give a 3 for an overall rating even though the property is amazing. The beach, gardens, and decor/room are 5 stars. The bed and the pillows are to die for, like sleeping on a cloud. The ipad room controller is interesting but the wifi went down and couldnt open our windows. We tried to call the front desk but the li e was busy. We got dressed and went to the beach. The staff always makes you feel welcome, except the breakfast buffet staff. We were constantly forgotten. We were given wrong drinks. I have a mango allergy and I communicated this with the hostess and the waiter. Our bidet was never worked and was never repaired. We just gave up because you shouldnt have to ask more than twice for a problem to be resolved at an all-inclusive resort. The food was pretty good but many items could be fresher and more locally inspired. Dao was an excellent dinner service. We sat next to the window, the bathrooms are nice cold though. Thank god all the toilet seats are heated. Noi was mediocre food. Nothing really stood out to me, just meh Italian. I was not warned of the mango in the sorbet and ate a significant amount before I realized why it was so good... you could tell me waiter wanted to die after he realized his mistake. I had a few reaction bumps that night but I took my allergy medication and thought of it as an honest mistake. Dinner at hiroshi was great. The quailty of the food was on point BUT! I was given mango puree on my plate twice!! Over all 3/5 beautiful property

Everything was excellent! Service is amazing

Cumpleaños increíble!!!

Hola, Recomendable 100% definitivamente regresaría de nuevo! Lo que más me gustó fue el Upgrade y lo servicial que es TODO el personal en TODAS las áreas! Los alimentos muy ricos en TODOS los restaurantes! Son MUY detallistas y muy amables! Cumplieron con el early check in, el upgrade, late check out, una botella de vino, pastel y globos para el cumpleaños de mi hermana! En fin nos vamos muy contentas! Gracias!

We went for our honeymoon. We had a great time. I wouldn't recommend this place for large groups as much as I would for couples or those looking to relax. I would for sure stay here again.

.Octavio our concierge was excellent in arranging our activities and dinners, and the housekeeping was always spotless with a great Afternoon Turn Down service. The property was beautiful, and the food was outstanding. We’re already planning our next visit and can’t wait to return.

Such an awesome resort !

Perfect

I like everything

Everything was perfect!

There was always someone right there when you needed anything. The property is beautiful beyond words and very well kept up not a leaf out of place. The staff is just remarkable they watch you and if they see that they feel you they need you. They are right there. The food was good at the hotel. There were several options which was very nice. If I were to say, anything, was detracted from the beauty and the service we got would be how long the ride was between the hotel and town

Place is clean, decor is not tasteful but the staff is amazing , food is very good. Cannot have anyone visit even if not using the all inclusive without paying 155 per person which I thought was a bit nuts. Besides that the rooftop pool is beautifully done .

this is one of the most amazing hotel, service is wonderful food is very good stuff is very friendly in all the site and position and very beautiful looks like paradise

This hotel had probably the best staff of any hotel I’ve stayed in. We were sad to leave them and they told us the same. It was like leaving some friends you knew you wouldn’t see for a long time. The rooms were gorgeous, the grounds were gorgeous, the pools were fun, and the beach was a great place to swim and wasn’t overcrowded. We will definitely be back.

This property and staff were wonderful.

I will go back

The room booked was a corner suite at 1367 sqft and the room looked small after check in. I let the hotel know and they said I had one of their largest rooms. I measured the room at it was 680 approx sqft. The hotel did not care about the discrepancy. Moreover, after check in, there was a very loud buzzing noise coming from the room speakers. It took 3 times reporting this issue and a 24 hour period to actually have them come check it. Once they did, it took them over an hour to replace the defective unit causing the issues. The hotel made no accommodation for this inconvenience or the discrepancy in room size other than extending check out by 2 hours. In my 48 hour stay, I paid nearly $2,000 USD for the room and spent $700 USD in the spa. You think for a guest spending this much they would be a little more accommodating. The supervisor Carlos was dismissive and his manager Alejandro I believe was the cause of that. He had to call Alejandro for approval and Alejandro didn’t seem to care about the issue. If you book a Corner Suite at Mousai beware it’s not 1367 sqft it’s actually less than 700.

We had an amazing experience! Excellent service by all hotel staff. Everyone was constantly making sure everything was alright. Rooms are beautiful. Rooftop pool is to die for. Food is probably best we have had in an all inclusive hotel-very high quality. Before arriving, we were nervous about the beach and whether we would be able to swim in it. I’m happy to say we did! Water was very warm, clear, and with minimal waves. We will definitely stay here again if we return to Puerto Vallarta.

Everything was great but the staff was rude.

Property was great but Expedia snooping arrangement was awful, you sold all inclusive package but I had to pay extra $1,240 at the hotel check in and nowhere during the booking process it was mentioned.

Definitely will go back

Wonderful place

Good, fun

Everything about my stay was perfect

Vacation time taken away from marketing scheme. Food and drinks over priced.

Hotel Mousai is an amazing location for adults. It is first class and exquisite. Not to mention they have top notch staff members.

We enjoyed our stay here, very friendly and relaxing

We had an amazing stay! The property is SO SAFE and gorgeous. Staff was amazing and made us feel comfortable.

Staff was extremely helpful. Ricardo at the rooftop pool bar was excellent!! Great food, drinks, atmosphere and service.

Everything was awesome. Truly an amazing property and experience.

It was great relaxations stay and I will recommend it to all my family and friends for sure

Beautiful property built in the middle of a jungle, such a great spot with a pretty but small beach. Built for a very relaxing vacation with plenty to do. Staff are absolutely amazing and you’ll never want for anything. Food/drink are 10/10. Not a party scene relatively quiet. Lots of bugs outside make their way into hotel if that scares you.

The property and staff were amazing. Highly recommend booking your stay here.

Excellent , modern , luxury

Very well planned

Loved it I will go back again for Christmas

This hotel was beautiful. All the staff were amazing. The only problem we had was we paid for all inclusive and we couldn't get reservations for half the restaurants in the property because everything was booked.

The food and drinks were good and the service was excellent. The property was well kept and very clean.

Property was beautiful! The all inclusive package was money well spent. The staff was amazing! The room was spacious with beautiful! ocean views! The only downside was room 6013. We heard constant banging, dragging, dropping etc. until 2-3am every night. It was so loud we thought they may be doing construction. The next morning we found out the room was directly under a restaurant. We made several complaints to the concierge with no resolution. Which was very disappointing & frustrating. If we didn’t have room 6013. The stay would’ve been a 10 out of 10

By far the best vacation ever hotel and staff was amazing

The hotel and the staff are very nice. We had a great time there because of their phenomenal services.