Hotel Mousai Puerto Vallarta

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2797 reviews

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  An Amazing Vacation Experience

  We had an awesome week at Mousai! Everything was impeccable. The food and drinks were the best! The service that we received was unlike any other resort experience we have ever had. The North Tower pool team was amazing. It was truly a pleasure to be with them every day. From Omar to Jorge, Jose, Ernesto, Bee, Angel, Blanco, Vianey, Alex, and Jairo. We spent our whole week with these guys. My drink was never empty, we never got too much sun, and we were always taken care of. Thank you all for taking such good care of us. We will be back soon! Additionally, our butler Ernesto always takes great care of us. This is our second time at the resort. He checked in on us everyday throughout the day and made sure we needed nothing. Finally, the South Tower bartenders Vicente and Noe, were so great. The drinks were amazing and their service and attention they gave us was top rate. The whole Mousai team was such a huge part of our vacation experience that we will be coming back to see them in that beautiful setting. I can’t wait!

  Mar 09, 2025
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  Not a 5 star experience

  We went to Hotel Mousai Puerto Vallarta for our honeymoon at the end of February. The resort itself and Puerto Vallarta is gorgeous and the views are stunning. The issues started with booking, we were gifted vouchers for our stay and trying to get someone to figure out how to book our stay was a nightmare. After several attempts at calling someone told me to email and it was finally booked. Our voucher had extensions to make our trip longer which also caused an issue and we had to essentially check in and out each day so our room keys would work which cause the bell staff to call us daily to find out when we were leaving every single day. We got an email prior to our arrival saying we should make dining reservations - which we did. When we showed up for one of our reservations they told us our reservation was cancelled (we were never informed of this in person or via email- and still had the confirmation email but nothing else from the restaurant or resort regarding that reservation) because their last seating is at 9pm and our reservation was for 10pm. They tried to make me feel bad about the entire situation, even though it was their website that allowed it (and still allows you to book at 10pm). The website stated we would have a butler - we never saw or heard from one the entire time we were there. We got no information on excursions or activities possibly because we made the concierge mad by saying no multiple times to sitting in on their timeshare presentation despite offering us money to do so. The signing of checks was ridiculous especially when one night we waited to get the zero pesos check for our all inclusive meal for 45+ minutes. The bright spot in our week was some of the staff. Octavio at the south tower rooftop pool was amazing. He went out of his way to greet us, make us feel special, and remembered our names each time he saw us! Aside from that, it was far from the five star experience we anticipated for our honeymoon.

  Mar 08, 2025
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  Terrible

  $1000 USD a night and they give you a 7th floor room even though it’s ultra. You are told the room is ready and when you go in, there are maintenance guys working on the wiring. What a ripoff. One hour and counting for check in. No sign of the so called butler

  Mar 08, 2025
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  The best vacay ever!

  What a wonderful place! Greta Saade, the butler was incredible, she made all of our reso’s arranged transfers and she assisted with any needs we had daily. The best part is that she was so friendly and helpful, yet never expected a tip. She was knowledge, kind and so very helpful. She checked to see if we needed anything. She came and checked on us numerous times and was a complete life saver. We miss her already! The hotel was spotless. The rooms were very clean and housekeeping did a great job. The front desk staff was fantastic and assisted us several times. Jennifer was fantastic. The food in all the restaurants was superb! It has only gotten better and better. We ate at Karuma and it was so delicious and the service was so excellent that we returned two days later. Enrique was such a great server and the manager/sommelier was amazing. The food was the best food I have ever had in Mexico. Everything was delicious and the creativity was immense. Dao was great and Noi was amazing for both breakfast and dinner. Everything exceeded our expectations and the service was the best bar none. Simon was our favourite. He made sure to ensure my food was gluten free and took such good care. Jorge at Blanca Blue was so knowledgeable and helpful. The sommelier was great as well. The bell boys and from of the hotel staff were absolutely the best! They assisted us in more ways than you would even imagine. From taking care of our bags, getting us champagne and arranging transportation for us and our friends. They were incredible. I’d like to mention some people specifically: Greta the butler was incredible, V at the pool Noe, Allan was amazing, Felix, Alejandro, Cesar, Simon, Agnasio, Jorge, Manuel, both Ricardo’s, Marco and all the runners and the hostesses. The servers at Dao were also fantastic with my gluten free and brought me so many options. Overall, Hotel Mousai was the best and is still the absolute best! Thank you to everyone for having us and we can’t wait to return. Greta, please never leave. You are the best:)

  Mar 03, 2025
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  Rooftop Pool was amazing!!!

  My husband and I visited Hotel Mousai for our second time and enjoyed every minute of our stay! A highlight was our time at the roof top pool. The pool concierge, Vianey, provided 5 star service every single day. Vianey took time to get to know each guest and their preferences and continuously checked in throughout our stay. Thank you, Vianey!

  Mar 01, 2025