TripAdvisor Traveler Rating

Cesar was the best throughout my entire stay. I felt royal. He wore many hats, and I truly appreciate him. Best customer service ever because of him.He knew what i wanted before I even asked. He went above and beyond. Customer service at best!

As a frequent traveler, I have actually never had a pre trip experience the way I have here. I booked the highest rate room and was excited to stay here based on the reviews however, my 12 attempts (no exaggeration) to get in touch with someone at the hotel to help me book a hotel transfer has been insane. I’ve been hung up on several times, cold transferred to departments that are closed, and hung up on some more. I’ve emailed the concierge team 4 or 5 times-no response (my reservation is in 3 days). Because of this horrendous pre trip experience, I unfortunately called today, Dec 21 to cancel my reservation and have had the same experience. I’ve gone as far as to send the general manager, Cecilia Bustos, a message on LinkedIn because NOBODY WILL HELP ME. I will continue to call and try to cancel my reservation but wanted it to be noted publicly that I’ve tried several times and the staff hang up or transfer me then hang up. What a god awful experience.

It's probably one of the best rooms I've stayed in. Large with several amenities and features. The view from the wrap around patio was a wonderful plus! I loved chilling there at night and in the mornings. The food and service were 5 stars as well as room service. The only downside was the limited activities. There is only so much sitting pool side you can do. The hike was good but not a whole lot to do and no real music anywhere past 1030pm.

It is said that “Beauty is only skin deep,” and this idiom unfortunately applies to Puerto Vallarta’s Hotel Mousai. While the hotel, grounds, and smiling staff may radiate beauty, underneath the surface lies an ugly truth. It is all a façade. Our son and his fiancée had a destination wedding at Hotel Mousai in November 2024. We were to arrive the day before the wedding rehearsal. Unfortunately, we missed our connecting flight to Puerto Vallarta due to weather conditions and had to stay the night in Houston, Texas. This required us to pay for a hotel and meals in Houston. And to miss our first night at Hotel Mousai. I immediately called the hotel to notify them that we would not be able to arrive until the following afternoon. Upon our arrival in the late afternoon the next day, just in the nick of time to change our clothes to make the rehearsal, our room was not ready. We had to wait an hour to get into the room. The following morning I spoke to a manager, requesting a $718 refund for our first night. I was told that the manager would get back to me. No one did. I spoke to numerous employees for three days but all they did was tell me that management would respond to me. No one did. When we returned home, I began to make phone calls and send emails to management, all with the promise that someone would respond. My phone calls and emails went unanswered until many days later when finally, an employee in the wedding department told me that I needed to give 89 days’ notice to cancel. Tell that to Mother Nature. Who the heck knows 89 days in advance that an airport will be shut down due to weather conditions? Here are our issues: • The lack of communication from Hotel Mousai staff is inexcusable • The refusal of our reasonable request for compensation is appalling, especially since we were charged for a room that was not ready for us the following day • We paid over $5000 for the rehearsal dinner, adding to Hotel Mousai’s profits • The cost of the wedding was very expensive, adding to Hotel Mousai’s profits • Approximately 50 guests attended the wedding, adding to Hotel Mousai’s profits My husband and I have spent considerable time and effort trying to communicate with the hotel and request a refund for our first night. The hotel requested a rating but when I attempted to put one star for service, the website rejected this review. Sometimes beauty is only on the surface. As is Hotel Mousai’s customer service and reputation in our eyes. We will never be back.

If you’re an early riser or like to be woken up to loud contruction noise at 7am then this is the place for you! I was so excited to spend my December vacation here but on our first morning we were rudely awakened by loud construction noise right outside our room…at first I thought we left the window or door open but No it was just regular construction right outside. Normally when a resort or hotel is experiencing construction nearby they left guests know ahead of time or it’s listed on their website but not here. Complete bait & switch. After our first night here I let management know how this was severely unprofessional…first they said they would try to move me to another tower…then they said they were completely booked but even if they moved me there was construction at the other tower too. So save yourself this property thinks it’s okay to ruin your morning with loud noise without warning. Oh I also booked an ultra room with a concierge that is non existent. Greta, you e been of no help. I’m still here and this resort has not tried to remedy this huge inconvenience.