TripAdvisor Traveler Rating

Nice hotel and all inclusive program but not with the price and not happy with customer service - especially with the group rate. Came for a wedding and the rooms were $700/night + all inclusive fee that w...e opted into. We were supposed to get refunded part of it because the Black Friday sale was a better deal when we booked it. The group rate manager ignored our emails about getting the refund. I emailed the main customer service line after our stay to try and get the partial refund and they ignored my emails as well. Not happy with the customer service especially for such a “nice” and expensive hotel. Drinks were good but food was just okay nothing too special (but good for all inclusive).

My five girlfriends and I spent Mother’s Day weekend at Hotel Mousai and had a wonderful time. We were in the the south tower and had two bedrooms connected by a door, which was the perfect amount of space... for us. The hammock, loungers and hot tub on the balconies were so nice. Our checkin process was so easy and quick. We were not hounded about the membership - we were asked a few different times by different people but we always just immediately said we weren’t interested and they left us alone. We were met with champagne during checkin and fresh chips and guac when we got to the room. The mini bar is stocked and included in the all-inclusive. Room service was also great and speedy. One note is to make restaurant reservations early. The Mexican restaurant down by the beach was the best meal and a beautiful sunset. The Japanese place was a great omikase that took 3 hours. The steak restaurant (all inclusive included) was our least favorite. The food and drinks at the pools were solid - good ceviche, pizzas, amazing quesadillas. The service was amazing!! Jose was amazing both days, we spent all day at the pool and ordered a LOT of food and drinks and he was super fast and remembered all our orders. We love Jose. We also loved Simón and Jairo at the breakfast spot in South Tower. They were so nice about the allergies. There is a fresh fruit/yogurt cart and fresh pastries. The entrees were nice and fresh. They were so sweet to us on Mother’s Day and had us all tearing up. We had two people with food allergies, one celiac and one with an extensive list of foods, and each restaurant we went to already knew about them and were SO SO accommodating and nice about it. The one with celiac never got sick and that is amazing compared to other resorts we’ve been to. We had a lovely time at the spa. We showed up an hour early and were escorted through the circuit (sauna, steam room, cold lounge, hot tub, pool with lots of jets, and a weird thing that just dumps water on your shoulders/neck). We had massages (deep tissue and relaxing) and facials (hydra and vitamin c) and everyone had glowing reviews. It is a little expensive but worth it to splurge. Some of the people in our party had a couple times when they had to wait a long time for the trolley to take between Mousai and the beach pool down in Garza Blanca but usually it was quick to arrive or if not, they would drive us down in a sprinter/suburban. But I think from 12-4 they were a bit busy.

Amazing service, great food, awesome views and room. Food is spectacular. We really enjoyed our time here. The hookah bar was fun to have on-site along with so many activities and locations to hang out r...ight at the resort. They really make it lovely that you never have to leave. Town isn't far at all and easily accessible via uber or taxi. Great holiday overall. 5 star experience. Room was already tidy when we had reservations out. We cruise all the time, but this changed our idea of an all-inclusive 5 star resort.

simõn & edgar are the best servers at this resort!! you can find them at Noi for breakfast. they brought us a goodbye treat on our last day. they make everyone feel special. we were so pleased with all of ...the service throughout our trip. it was amazing!

Amazing resort, did the all inclusive package at the north tower & it did not disappoint. The staff was incredible, especially at the rooftop bar. Alejandro was very attentive & hospitable! Eduardo Lona & ...Edgar were also very lovely. 10/10!