Hotel Mousai - Adults Only

Everything about the hotel Mousai exceeded our expectations. The rooftop infinity pool was a highlight for us with a wonderful social atmosphere. All staff were exceptionally well trained and provided top notch service. We requested a small repair of a bathroom scale, which was completed within five minutes. The room was exceptional with a large infinity hot tub on the deck. . The food was excellent and garden tour was impressive. We would definitely stay here again, with perhaps a few days in Zona Romantica, as it would be fun to be close to some activities. The location was a bit remote but perfect for a staycation

Our servers on rooftop south, Angel, Antonio, Alejandro, and Matteo were the best of all time. They were attentive, polite, and professional. Of all of the experiences we’ve ever had in Mexico, these were the best! Further, we were surprised to find that each one was as good as the next. Each day, a separate individual or per of individuals took care of us. At the end of that day, we were hopeful they would be our servers for the next day. Initially, when we found out that it was a new server on the following day, we were disappointed. But, sure enough, they prove to be just as good, justice, polite, and just as thorough as the previous day. Thank you so much for a great experience!

Hotel Mousai is immaculate! Service is top notch, staff is very friendly, the view is breathtaking!

The people at the pool and at the restaurants are amazing. Specially Alejandro Alejandra and Alex at Hiroshi. We will be back for sure. Out kids loved the kids club they begged us to go there everyday, special thank you to Hayzel and Emma because you were angels to our kids.

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

This was my 2nd time visiting this resort. I was there during April 2024. Everything was great, but be aware, when I went to Bocados ( steakhouse, that was on the list of participating restaurants for Restaurant Week PVR ), the GM said it only applies to ' locals ' only. But as you can see from my screenshot, it has stated ' visitors '. When I asked the GM if he can honour the special menu, he declined. I was very vexed by his response. It wasn't professional and I felt very disregarded. Even though I didn't get the all inclusive hotel stay, I don't think I should have been told a lie from the GM. All ' visitors ' should be honoured whatever promotions advertised without attitude or being disregarded.

This place is amazing. Every aspect of our stay was exceptional. The food in all the restaurants exceeded my expectations. The Chinese meal was the best I beverages had. Chinese food is one of my favorites. As a resident of the San Francisco Bay Area, I am familiar with good Chinese food, so this is saying a lot.

Everyone at the resort was exceptionally friendly and helpful with everything. We spent most of our time at the north rooftop pool and the service was the best I’ve ever had. Ricardo was amazing and created a relaxing and fun environment!!!

Omar and Greta made our trip memorable and provided excellent pool concierge services! They anticipated our every need, offering many special treats throughout the day (fresh fruit, cold towels, popsicles, fresh towels and shade). 10/10!