Guest User
May 31, 2024
I am very torn with this review. On one hand the resort is beautiful, the service onsite was great, and the food delicious. On the other, the run around I have received the past 2 weeks to get refunded for mischarged items had really tarnish my experience with Hotel Mousai. Good: 1. On site service is exceptional. From the moment we were dropped off, the bell hop was welcoming. Cesar who checked us in was informative and so friendly. He really took the time to greet and get to know us. Our Concierge Diego was amazing. He was so accommodating, informative and took extra time to check in on us throughout our stay. The servers from Dao (Alberto), Rooftop North (Victor), and Hiroshi (Aley) were so tentative and lovely. 2. All the food we order was very tasty and beautifully presented. The view at Hiroshi along with the pretty plates of sushi really enhance the dinning experience. 3. The resort has great views. The infinity pools on both the North and South Tower is speculator. I am not much of a lay out all day kind of person but between the view, the pool side drinks, and comfy lounge beds I spend most of my time up on the rooftop. Bad: 1. The poor communication and follow through while I am trying to get my refund process has been very frustrating. Refund is not process smoothly as in the states, I can understand that. But the way some staff member are dismissive (I had one person tell me I need to go to take care of my clients now. I told him do not hang up on me and he said I will hang up now because I have clients) is unacceptable. Apparently once, you leave the resort you will no longer receive the same kind of exceptional service. 2. My close friend order wine and cheese as a 20th anniversary gift for me. It was paid for but we were double charged for the item. The misunderstanding stem from the fact that she wanted a congratulatory note to be included that was not part of the presentation. We assume it was from the resort. That was also part of the frustration to get the refund. It was a nice gesture from my friend that turn into something frustrating. 3. I paid for all inclusive and was charged for 2 separate breakfast and service gratuity (different from extra gratuity you leave) on our last day. First I was told I will be reimburse. Then I was told my all inclusive may not include the day of departure. That is something new since all my past all inclusive from other resort always include the morning before check out. Even if that was the case, I cannot rationalize 2 charges totaling $203 dollars (3,444 pesos) and $44 (759 pesos) in tip. Thats pancake, scramble eggs, crab benedict, bread, 2 coffee and one smoothies. Dealing with this issue has really affected my overall experience with the resort. When we were there my partner and I were already discussing when we can return and debated over the time share option because we truly enjoyed our stayed. Overall, I still had a great time at Hotel Mousai