Luxurious gem! We were 3 couples total, everyone was super impressed with their rooms, accommodations and the food. We did not have to leave the resort because it was meant to be a 100% relaxation and disconnect good time. We stayed in the North tower. This all inclusive resort has beautiful pools and friendly staff. For me, the best of all was our large room with a wrap around balcony on the 8th floor with a hot tub, hammock and lounge chairs. You can connect via Bluetooth to the multiple ceiling speakers in the room and the balcony. This can definitely be a honeymoon vacation. I recommend it. read more

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The views are amazing!! Great customer service and great food!! Perfect for a couples get away. The rooms are so spacious!! It would be even better if they offered more nightly entertainment and more things to do!! read more

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Solid 4 stars good food nice service. Beautiful views they don't get much better but it was a little bit boring to be five stars prefer Cancun better honestly. But if you want the views this place is amazing just not quite as exciting and you have to walk to everything which takes time and it's a little more spread out. Garza Blanca Cancun personally I think better. Just my opinion. read more

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Hotel Mousai has made some thoughtful upgrades over the past six years--small touches that genuinely elevate the stay. Ever had your "do not disturb" sign fall off the door handle every time you open it? They've solved that with a simple elastic tie that actually keeps it in place. The in‑room iPad that controls the curtains, lighting, and more now sits on a sleek charging stand instead of dangling from a cord. It's the kind of attention to detail that makes each visit better than the last. I'm already curious to see what they improve next year! read more

Hotel Mousai - iPad - Hotels Near Me - Puerto Vallarta, JAL

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This is a nice relaxing adults only hotel. Staff is super friendly and helpful. The rooms are so clean and having the hammock and personal hot tub was nice. The spa is super nice. I had the best facial in my life there. They make whoever you are celebrating so special. And if you have a food allergy they are so accommodating. CONS: Not enough signs to know where you are going Wine selection wasn't good The in-room bar wasn't stocked every day as it should have been. The daily credit is so confusing and can't be used for more stuff than you can so it wasn't able to be used. If you are looking for chill vibes and rest and relaxation for sure stay here read more

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Hotel Mousai in Puerto Vallarta really delivers a luxe experience. From the moment we checked in, VIP treatment with champagne, cool towels, and super attentive service. We stayed in a two bedroom suite and it was beautiful, super spacious, comfy beds, and a really nice shower. Room service was solid too which is always a win on vacation. The restaurants overall were good. The Asian spot was tasty, and there is a steakhouse included, but it was pretty mid. We ended up paying for the upgraded steakhouse for a better dining experience and that one definitely hit harder. One of my favorite parts was the rooftop bar at night. Great views, cozy seating, good drinks, and even hookah service if that is your thing. The whole place has that modern, upscale vibe without feeling stiff. Definitely a spot I would go back to when I want a bougie but fun getaway. read more

Wow! What an amazing place! The entire staff was so nice and helpful. The food was amazing. There's lots of choices to eat with the 5 different restaurants, pools and 24/7 room service. The all inclusive option is very worth it. It's a great way to try different foods with worrying about having to pay for something you may not like. Just be prepared for a slow meal. Plan on at least 2 hours for dinner. The rooms are so nice and spacious! I loved having the iPad that could open the automatic drapes, turn lights off, adjust temp, play music in the built in room wide sound system and order room service from. The balcony was nice too with the lounge chairs, hammock and jacuzzi. The property is beautiful. Lots of plants and flowers to look at. This whole resort is built on a hill so be ready for lots of stairs or use the complimentary shuttle to get from beach to mousai. This was the most relaxing place I've ever been to. I hope to be back some day. read more

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We checked in early and they said it would be a 30 minute wait for our room. We waited nearly 2 hours and finally once we asked they stated it was ready. They harass you to get their membership. I was only there 3 nights and every single day, multiple times a day I was forced to engage in conversation with concierge regarding a 75 minute breakfast talk for a pass to the spa for only $25 instead of $300+ MIND YOU this was the same concierge who completely forgot to follow through with a private beach dinner planned for my birthday that was an extra cost. We had to decide to wait 45 minutes for them to prepare or come back the day after my birthday. We decided to wait & at the food was mid. For dessert, they brought out a plate that stated "Happy Engagement"; The night got awkward to say the least. Concierge has their priorities all messed up. We had sound issues with the speakers in our room and they helped us connect, but the issue persisted. I called concierge Sunday night to book a reservation for Hiroshi only for them to blind transfer and no one answered. I called back and she stated it was closed. No alternatives or anything. I called back for the italian restaurant, ALSO closed. I requested alternatives and she stated the Chinese fusion was the only one open. It was not good at all. There is basically a mandatory 10% tip add on for everything you consume AND they charge you for "premium" items. The all inclusive is deceiving. We ended up spending $700 on top of the thousands we spent for just 3 nights. The only positive was the rooftop at Mousai Sur. The food and drinks were probably the best the whole trip. The room service was good. Our corner suite was beautiful and was well maintained throughout our stay. Spend your money at Xcaret instead, it'll be just as expensive. read more

Pros: Amazing service, the minute we entered the hotel our luggage was handled and we got served champagne at check in. Every staff was helpful and pleasant Wonderful hotel! We had a corner suite and you can control the blinds, lights, and music with a tablet. We loved the jacuzzi and the view of the beach and sunset from our balcony that also had chairs and a hammock. Room service sometimes took time, but it was nice! Went during off season (April), less busy which we prefer and still perfect weather (70s) from where we are at this time of the year Access to beach and rooftop pool bar. The beach was perfect and the service was wonderful. My husband also enjoyed renting a snorkel and seeing all the marine life in the water. Saw so many different tropical fishes! Kayaking and snorkeling experience was so much fun - saw stingrays, sea turtles, lots of jelly fishes and tropical fishes, complimentary with the hotel just make sure you book it! Did not have a chance to do everything that was available with the hotel such as the waterfall hike, yoga and salsa dancing as we also went into town in PV some days Not pushy about extra tips, staff reminds you of premium prices if you are all inclusive Has 24/hr gym , wished there were better running spots for me Not too far away from PV! About a 10 min taxi drive Cons: Took about an hour to get our room, but we were offered hanging out at the rooftop bar which was nice. Inflated prices for food and drinks, if it wasn't for all inclusive package the restaurants are not really worth the prices they were charging imo Needing to book reservations for restaurants at the hotels (may be an all inclusive only thing) Room service food is okay, breakfast is much better at Noi or steakhouse Timeshare/investment presentation that took 3 hours of our time and they were very pushy and we only agreed to it as it was tied into the "resort credit" promotion and discounts for our massages and excursions. Saved about $300, but time we wouldn't get back. We booked out all inclusive package with Costco and it may be due to this Seafood was very average For the restaurants that were part of the all inclusive package: You can skip the Japanese restaurant, the quality is just fine but not the best The ho fung/chow fun noodles from Dao is very fresh and good! But the other dishes we had (spicy wong tong and black bean chicken) were not very good. I wasn't too impressed with Noi for dinner but did enjoy breakfast there. Yummy pastries, juices, coffee and I really like their rancheros. We had breakfast like 3 times there because our hotel was in the building and enjoyed every time Steakhouse also had good breakfast and dinner. For me maybe next time I would have gotten the aged steak, my New York strip didn't have that much flavor. Sides were good I was concerned of a review that was charged extra at the end of their for tips, but we didn't get an extra fee from that and we provided a good amount of extra gratuity throughout our stay and was never pushed for it by the staff Overall for my husband and I we had an amazing honeymoon here. The beach was amazing and it was romantic for us! I would recommend it for anyone looking for a good romantic getaway! read more

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My first experience at Hotel Mousai was nothing short of AMAZING! The views of the bay and surrounding mountains and breathtaking! You will feel like you've been transported into some kind of paradise. All the staff treated us like royalty. Everyone I encountered were amazing, but I'd like to give extra shout outs to the following employees: Carlos - front desk Linette - spa Julia - spa/massage Nadia - room service Salvador - dancing at Terra Gardens Marco - outdoor/bags Alex - driver to the airport There were a few minor inconveniences at times, but ultimately this trip was pure luxury and we felt totally pampered. From room service on our private balcony over looking the bay, to the panoramic views at the spa...Hotel Mousai helped us to fully relax and feel a sense of peace in paradise! read more

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Went here with a large group of 20 folks for a reunion to celebrate everyone's 40th birthdays. One of our friends is a great planner and she was able to plan for all of our accommodations as well as all of our reservations for all of our meals, activities, rides to and from the airport, and even a group photo shoot. A couple of couples have stayed here years ago and this is an adult only property but it's connected to the hotel next door (Garza) that also has family and children. What I liked about this place is that it is such a huge property with many different cuisine options that aren't similar. They also have a carousel and classes like dance, hiking trails, stretching, snorkeling, kayaking, a huge gym and quality alcohol! Special shoutout to Yan and Salvador. Yan served us one dinner and at the rooftop bars, Salvador led our salsa class and we can hear him instructing from the pools. The hotel isn't too far from the beach and the waters weren't too rough and the water was warm! Compared to another place I stayed in PV the waters were not too rocky at all. The rooms were very comfortable and they all came with their own jacuzzi and full bar refilled daily. read more

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We loved our stay here last year so much that we decided to return and duplicate our previous trip. This time we stayed in the South Tower on the 7th floor in the corner room 7036. It was beautiful and very efficient. Amazing views of ocean and mountains. You will love the toilet seat. It said hello every time I walked by. lol. It automatically warmed my seat and blew me dry. Wish I had this at home. The room is very high tech with everything controlled by the iPad. Service and hospitality was excellent. Rooftop infinity pool and lounges were incredibly comfortable. Lots of umbrellas for sun protection. Views were breathtaking. They have several upscale restaurants at the hotel. We ate at Dao - the Asian fusion. It was beautifully decorated. We had their signature dish - the Peking Duck. I wish they left us the bone which still had a lot of meat left on it. They did not ask us if we wanted it. Service otherwise was very good. We enjoyed our stay at Hotel Mousai but we had an issue with the final bill. They double charged us for the Dao restaurant and the charge has still not been taken off. We are home 13 days and no correction. I am having the credit card company deal with it now since they never corrected it. It's only $165 too much. I guess they don't care now that the American left their Hotel. I am very disappointed that they didn't fix it after they acknowledged the overcharge but did not correct. Disappointed at the end. read more

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The perfect answer to how much did I love Hotel Mousai would be so much that I'm planning my wedding here next spring. My then-boyfriend, now-fiance and I randomly chose it for our anniversary trip in 2022. We were looking for an adults-only, all-inclusive in Mexico and this popped up. We did very little research and spontaneously booked it. Thankfully, it turned out to be an amazing resort and we've already visited the new Cancun location (sort of, Mousai Cancun actually had a delayed opening and we stayed at the Garza side). First, the room (7074) was incredible and it was as big as our house in San Diego. 1,000 square feet for a hotel room blew our minds as soon as we opened the door. The room is beautifully decorated with modern decor and all the amenities you could possibly want. We loved the mini bar and snacks, the ipad with easy controls for the lighting and music, the bidet in the bathroom. Then we stepped onto the spacious balcony and continued to fall in love with the view, the hammock, the private hot tub. We were so spoiled here! Then, we ventured up to the rooftop pool and fell in love all over again. The infinity edge pool had amazing views and the service was great for our entire 5 day trip. Someone greeted us daily and helped us set up lounge chairs. Our drinks were never empty. I particularly fell in love with the kiwi smash. We ordered food at the rooftop almost daily. We started with chips and guac, beef satay and a vegetarian wrap. On another visit I tried the popcorn chicken, which was a huge serving and definitely meant to be shared. My only wish was that they had some ranch but that's probably an American thing. The chicken caesar was refreshing but the nachos were just okay. My other half is a vegetarian and he was impressed with their vegetarian options too. There's even a vegetarian section on the pool menu. We also ordered room service several times and enjoyed a private breakfast on our patio. We ate at every restaurant on the property and I'll write separate reviews on each of those. Our favorite was Noi but all were amazing. The trolley proved to be a reliable transportation for getting us to and from Garza Blanca and the beach. The resort is very hilly so it would have been difficult to walk but the trolley came every 5-10 minutes. The only thing we didn't do was take advantage of any of the excursions or activities as we just wanted to relax but I may consider doing a hike or something next time. read more

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This is our 2nd staying at Hotel Mousai and we love it! It's an adults only resort but you can still go next door to Garza Blanca, if you're with your family. We have access Hotel Mousai South/North and Garza Blanca restaurants and rooftop pools, which is great. We had to wait on our room because they upgraded our view so we ate at The Rooftop South. The Shrimp Quesadillas are freaking delicious!!! The Popcorn Shrimp was great. We didn't really enjoy the gyros but the drinks were great. The service is great as well. If you're going to stay here get the meal plan or all-inclusive package, it's definitely worth it. The in-suite bar is restocked daily and includes tequila, whisky, Belvedere vodka, and red wine. Did I mention they pass out fruit skewers, Frappuccino, and popsicles at the pool!!! read more

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This is a very Nice adults resort. Beautiful grounds, truly easy amazing! Food were delicious. Our waiters were wonderful. Our butler Humberto tired but I felt he did the minimum when it came to my request for instance never replied to my message on Saturday and there were not many request I had besides dinner reservations and he offered to place my medication in their refrigerator.. Greta was RUDE (in substitution of Humberto)! And let me explain why! First of all she wanted to argue the check out time. I did not entertain her argument. Second of all when she did bring my cold pouch she literally just dumped on me and walked away. Might as well could have just thrown! I had asked for my pouches for my medication to be frozen for travel Sunday and they didn't do as I asked why offer? And I speak the same language so there was miscommunication. The Rooftop waiters were amazing and so was the food. Bell desk were very helpful and kind. Resort try to get you to commit to a 75 minute tour which I'm sure is longer. It's very ANNOYING! I'm Paying for my vacation! The beach at Garza Blanca is very nice and beach waiter Omar is the best! Our food at the beach was delicious and drinks were well balanced. Unfortunately their beds are not the most comfortable and they have the worse pillows. I left with a stiff neck. P.S. they try to get you engaged with a 75 minute tour that takes longer for timeshare. They had us wait to talk to someone after tour arrival but we were hungry and tired from traveling. Waste of my hour that I didn't get back. If I'm paying for my vacation I want nothing to do with anytime share. read more

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As a vegan traveler, I can confidently say that Hotel Mousai is the most vegan-friendly resort I have ever stayed at, and I've traveled a lot. This is one of the rare luxury resorts where vegan dining feels intentional, abundant, and genuinely excellent, not like an afterthought. Every restaurant on property was able to accommodate my dietary needs with ease, creativity, and enthusiasm. * Hiroshi deserves a special mention; the vegan chocolate cake is out of this world, and the vegan sushi options were some of the best I've ever had. * Dao was incredibly accommodating and happy to veganize anything on the menu. * Blanca Blue had many delicious vegan options that were clearly labeled on the menu. *BocaDos Steak House even offers a dedicated vegan menu, which was both thoughtful and delicious. * Noi the Italian cuisine restaurant was so accommodating and made me the best vegan veggie mushroom pizza, different types of breads and sauces, and a vegan dessert. They also make vegan pasta and risotto! * The pool bars were also fully accommodating and happy to customize dishes. Some of my favorite vegan items throughout the resort: * Vegan tacos * Fresh guacamole and chips with salsa * Jicama ceviche * Passion fruit and raspberry sorbet * Lattes with plant-based milk Room service was just as impressive. Some of my favorite foods to order were: * Almond milk oatmeal * Fresh fruit platters * Lattes and tea * Vegan chocolates * Veggie fajitas The staff was knowledgeable, kind, and proactive about dietary needs, which made the entire experience feel effortless and relaxing. They even surprised me with a vegan chocolate cake topped with fresh berries for my birthday! If you're vegan (or traveling with someone who is), Hotel Mousai is a dream destination. I felt completely taken care of, never limited, and genuinely excited for every meal. I highly recommend it and will absolutely be returning. read more

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Very disappointing experience at the pool and beach area. The hotel's website clearly says "no smoking", but almost everyone is vaping around the pool -- and staff say it's allowed. Vaping is even worse than regular smoking, especially secondhand, and it completely ruins the relaxing atmosphere for non-smokers. If smoking is prohibited, vaping should also be banned -- it's the same health hazard, just in a different form. In addition, there are constant construction works on the shoreline. Heavy machinery -- tractors, excavators, and trucks -- are operating right on the beach every day. It's very noisy, smells strongly of diesel, and the water is extremely dirty because of all the ongoing work. Overall, this is far from a peaceful or healthy environment for vacation. I expected much better conditions and proper rule enforcement from a hotel of this level. read more

This is one of those "if you have to ask....!" situations. If you have the chance to come here then just do it. It's a premium experience with a world class rooftop bar. The rooms are unlike any other I've even been to and the attendants are exceptional. This is the go-to spot after a full year of teaching 8th grade math and I want to get away... read more

TAFER Hotels & Resorts During the Cartel Violence in Puerto Vallarta: A Brand We Once Trusted Failed Us When It Mattered Most I write this with genuine disappointment and sadness. For years, I have spoken highly of this resort brand and recommended it without hesitation. Unfortunately, after this experience, I feel a responsibility to speak candidly. What we encountered was not just disappointing--it reflected a troubling disregard for guest safety and an unsettling focus on revenue during a moment of crisis. As a result, I will not be returning to TAFER properties, and I strongly caution others against doing so. I want to be very clear that I do not hold the resort or the local community responsible for cartel violence or circumstances outside anyone's control. I have sincere empathy for the people who live and work in the area, as well as for the frontline employees who continued to report to work despite very real risks. Where accountability does belong is with hotel management. Their failures in preparation, communication, leadership, and basic compassion significantly amplified what was already a dangerous and frightening situation. For travelers who value safety, crisis readiness, and sound leadership.. this is not a resort I can recommend. At no point did the resort make any meaningful attempt to communicate with us. There were no safety notices, no guidance on where to access food or water, and no updates of any kind. Television and internet service were unavailable, and we later learned that the resort had intentionally cut communication lines due to the crisis. Meals were extremely limited--lunch consisted of tacos, quesadillas, and nachos by the pool, while dinner was reduced to a handful of buffet items that ran out quickly. Hot water was unavailable as well, with the issue attributed to the city of Puerto Vallarta, though no clear explanation was provided. Despite these conditions, guests continued to be charged full rates. To make matters worse, guests who were forced to extend their stays due to travel disruptions were paying even higher prices and being price gouged while helpless with no other options available. When these concerns were raised, management's response conveyed indifference rather than urgency or care. I have never been more disappointed by a total lack of concern and indifference by management. My heart truly remains with the people of Puerto Vallarta and with the resort employees who were placed in an impossible position. Both guests and staff deserved far better leadership during such a critical moment. read more

This place is incredible! If you are needing time away to completely relax and recharge, this is the place to do it. The service is impeccable, the food is excellent, and the views are amazing. Book an ultra suite and you will not be disappointed with the butlers anticipating your every need and then exceeding your expectations with delivery. We are planning our next visit. read more

Everything was amazing. from the decor to the staff it was great. the restaurants onsite were delicious! Bed was comfy and steam shower amazing the hot tub on the patio was a plus. robes were provided in the room and the roof top pool was a perfect setting to the sunset. we will be returning again. read more

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Definitely a luxurious resort but it's starting to show lack of maintenance and upkeep. Cut my butt while in the in-suite jacuzzi the last night ... they only credited $50 for my pain and suffering..... even after i handed them 15-20 mosaic tile pieces I gathered from the spa. This was my second visit and I really enjoyed but don't like going home with bandages on my butt. read more

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Upon arrival i noticed our floors weren't clean especially edges of floor along with finger prints in Multiple areas. The furniture was all scratched and banged up. Lots of dirt under the carpet that the bed was on. Overall first experience including main lobby isn't good. That rug the piano sits on is absolutely disgusting. Hallways smell dingy and the stairway is extremely dirty if you plan on taking the stairs instead of the elevator. Rooftop pool area deck is filthy lots of stains everywhere 3/16 evening Mari front desk lady. Extremely rude and made me feel like a peasant for not having a butler when I asked for the concierge Miguels information since he checked us in. We wanted to take him on the offer he told us about (the timeshare presentation) change/book a few reservat She rudely explained to me that's how it works here because I'm not staying on the upper floors. If I wanted any information it's all on the IPad. Definitely felt lost our first couple days because there was no welcome package that tells you about the property etc. We later figured out it's on the DEAD IPAD 3/17 no hats allowed Italian restaurant. Pliar. Even tho I showed her other guest and employees were wearing hats. iPad is dead and room came with no charger even though it depends on the iPad. 3/17 we ordered espresso and they never came I've seen that in reviews. Room service is very slow and the carts are filthy. I have pictures to prove it. Wheels on the carts are covered in filth and hair. 3/17 breakfast Simon and Miriam we're an absolute pleasure. So nice and informative on what was happening on property for the night. He even told us about a special event that night. 3/18 beer cans and coffee cups were still on balcony from 3/16 3/18 wife unrolled a face towel and it was extremely filthy. 3/18 we finally spoke to our concierge and he let us know that the front desk lady had no reason to tell us what she said he also said we could contact him anytime for assistance. 3/18 breakfast at the steakhouse with gio was amazing. Excellent food service and view. 3/19 we had ana amazing dining experience at the Chinese restaurant with Jose. His service and recommendation were excellent. 3/20 ordered coffee and juice at 8:14am and it didn't show up Whatever you do don't pay no more than $10 for a taxi ride into town or back to the hotel We had a taxi cab driver tried to charge us double and the Bellman Orlando said don't worry I'll report him so he refunded us our money Orlando was extremely helpful he also gave us a ride and a sprinter van down to Garza Blanca to use the ATM instead of using the trolley read more

Best all inclusive resort I have ever stayed at. The food was 10/10. Each restaurant has their own chef and you can tell they take pride in their work. Not your typical "all inclusive". The service was top notch and so welcoming. We booked a corner room with beautiful views and our butler Greta made the trip phenomenal. We will definitely be coming back read more

Hotel Mousai - Hotels Near Me - Puerto Vallarta, JAL

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I love this hotel, beautiful property and love the view. It's a must to get the all inclusive. It's close to downtown and all activities. read more

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Every day is a struggle here... should we stay inside the room's super nice jacuzzi or go to their rooftop infinity pool!?! =P Which of their fine dining restaurants should we go eat at? Which drinks or cocktail should we get? Can we afford another meal just because all their food is so good and we want to try everything!!! Our biggest struggle was the day of departure!!! ;) MOUSAI is and Excellent, Luxury, Fine Dining Resort at Puerto Vallarta!! We opted for the all inclusive package (must have!) and enjoyed our stay here through and through and every step of the way... from check in at the front desk, inquiring at the Concierge, dining at the many restaurants, pool service, bar service, room service, housekeeping... all staff here are friendly, knowledgeable, and very helpful. The rooms are large and spotless, and every room comes with a jacuzzi with hot water and strong jets that you can really stay hours on end. And then there's their rooftop infinity pools on both the North and South towers, where there's a Pool Bar and you can order their excellent Nacho with Shrimp... lounge, dip, eat, relax and repeat. Ahhhhhh..... There's an abundance of restaurant choices all serving excellent food w excellent service. If we have to pick, here's what we'll recommend in order of preference: * Japanese * Steak House * Mexican Restaurant * Rooftop Bar and Restaurant MOUSAI is really a great hotel with very friendly and attentive staff, and is worth every penny. i read more

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Room Ultra Room South Suite: 10/10 highly recommend. It's perfect for a couple that wants to feel free as a bird in all ways. We were on the 8th floor and it was perfect. Bidets. Private jacuzzi. Hammocks. It was a perfect suite. I am very thrilled. North v South: North has better views even though South has beautiful views. South is modern. Room Service Food: Steak fajitas and beef nachos were delicious. Use the hottest sauce, it's delicious on top. Arroz con leche for dessert was perfect. Staff: Super sweet and helpful. I love it here. read more

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 hand, the run around I have received the past 2 weeks (and counting) to get refunded for incorrect charges 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 took the time to go over everything and try to get to know us. The staff in general really go the extra mile and pay attention to little details to make your stay enjoyable. 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 spectacular, though I personally prefer the view at the North tower. I am not much of a lay out all day kind of person but between the view, 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 during my refund process has been very frustrating. Refund outside of the states may not be as smooth, this is something I am aware of and fully understand. However, the way some of the staff member are dismissive (I had one person tell me I need to go take care of my clients now. I told him do not hand up on me and he said I will hand 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. I paid for all inclusive but was charge for 2 separate breakfast and service gratuity (different from extra gratuity you leave) on our last day. First I was told I will be reimburese. 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 toher resort always include the morning before check out. Even if that was the case, I cannot rationalize 2 charges totaling $203 (3,444 pesos) and $44 (759 pesos) in tip. Thats pancake, scramble eggs, crab benedicts, bread, 2 coffees and 1 smoothie. 3. My close friend decided to surpise me with wine and cheese on this trip since its my 20 anniversary. She pre-paid, ask for a card with a sweet sentiment to be presented when we get to our room. Unfortunallyt, there was no card, so we thought it was from the hotel, and then we were also charge for the wine. This was also part of the frustration for the incorrect charges. It was a nice gesture from my friend that turn into something time consumingly frustrating. Dealing with this issue (2 weeks, multiple calls and inconsistent call backs) has really affected my overall experience with the resort. When we were there my husband and I were already discussing when we can return and debated over the time share option because we trunly enjoyed our stayed. Overall, I still had a great time at Hotel Mousai. Understanding that billing issue might not apply to everyone's situation but I feel it is important to share my experience. read more

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We had the most amazing trip here to celebrate our anniversary. I first learned about this resort from a friend who went earlier in the year and then booked a deal I found through TravelZoo for a 3 night all inclusive stay, it was well worth it! Now I recommend it to everyone! Room: We stayed in an ulta mousai south suite and the room/view was breathtaking! We loved our balcony views and had room service breakfast out there each morning and ended each night in our balcony hot tub. We loved the audio set up/surround sound of the room and had music playing most of the time. The room came with an iPad to order room service and also controls sound/light/curtain settings. Food: Amazinggg. Hiroshi came highly recommended and we booked it twice during our stay and everything was so delicious. Also loved having live musicians at our dinners, so beautiful! Wish there were more lunch options/restaurants available, we mostly just had "lunch" food poolside. The spa: so relaxing! the hydrotherapy option used to be complimentary daily but they took that away (booooo). Luckily they were still honoring it if we had booked before a certain date, which we did, so we were able to do it twice during our stay. We also did a couples massage and that was great, too! The service: everyone was so friendly and helpful. We had butler service with the room we booked, but our butler ended up getting sick and not being there anymore after our first day. That was a little weird experience.. we did request for another butler since she was no longer available for us, and he answered any questions we had and assisted us with switching some reservations around so he was great. Everyone else at the hotel was so nice and always super helpful though so after all that I don't know if I'd spend the extra money on the butler rooms. We spent a lot of our afternoons relaxing at the pool with our cocktails. The view is just amazing. Overall we had a great experience and felt like we truly relaxed and enjoyed our stay. Definitely recommend a visit here! read more

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Absolutely loved this place, the service is all around remarkable. They have so many food options to choice from. I would always recommend the all inclusive package which allows you to eat and drink anywhere at the resort. My favorite food place was Bocado Steak House they have a really flavorful menu and the best desert options. Again I felt this place was paradise and would love to stay here again. Just don't use the laundry service it's not covered in the all inclusive package nor the room credits. Definitely not a deal breaker but 200 dollars for laundry isn't worth it to me read more

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The check in process was lovely and the hotel and property and staff are first rate. Restaurants are excellent. We were in room 6031 in the Hotel Mousai North Tower, and the problem started on the second to last night of our stay. Whether it was the jacuzzi or plumbing in the room above or whatever, we reported the leak when we woke up on the morning of December 8th. Maintenance staff came to the room and we had to remove the contents of the closet for them to get to the access panels to work on the plumbing. They placed buckets to collect water. Two hours later it started leaking again through the ceiling and we had to call maintenance again. We just wanted to relax in the room all day yesterday and could not. The water leaks happened all night long. At checkout this morning I mentioned it and showed the pictures. There was no offer of compensation or recompense. I am not happy at the response. read more

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Wow! I had an AMAZING stay from start to finish! The hotel is beautiful and each detail is intentional and helps you to relax in luxurious comfort. The staff at Mousai are friendly and accommodating! The food was delicious! Definitely will return! read more

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Beware of unexpected charges!!! We spent 9 days at Mousai and booked a package that included $220 (USD) per day of resort credit. Throughout the trip we used our credits and at every restaurant/pool we made sure to let them know to apply the resort credits which they said they did. We double checked at every stage, asking multiple times that the resort credit was being applied and were told that it was. We then go to checkout and...surprise... We have a $2500 bill that should have been largely covered by resort credit. The manager was unable to do anything to help because resort credit can't be applied at the front desk at checkout and clearly their systems and internal communication about correct process doesn't work. Completely unacceptable for a resort of this caliber and price. read more

Absolutely incredible. Best. Vacation. Ever. Beautiful high end hotel perched high on the hill with the lush green mountain to the rear and overlooking the gorgeous ocean. Being greeted with the hot wash cloths & superbly perfect mojitos upon entering the lobby set the mood for being spoiled at this beautiful property. (We stayed at the North tower while they were constructing the south tower!) The spacious ultra suite with butler was just what we didn't know that we needed for our getaway. We enjoyed using the balcony jacuzzi with incredible views each day/night & relaxing hammock. The bed & pillows were extremely comfortable. The nightly pillow & aromatherapy service were another pleasant touch (which we are reminded of every time we smell lavender:)). And finally: a hotel toilet with customizable bidet (we are accustomed to having a bidet like at our homes)! The Spa was phenomenal! The amenities, layout, views, staff - all top notch! We had the couples massage and it did not disappoint. The rooftop bar and infinity pool with unmatched views and live harpist were to die for! You won't ever want to leave! Staff everywhere throughout the property was fantastic! They always greeted us with smiles, were friendly, and went out of their way to assist us. So why minus 1 star? In comparison to the rest of property & experience, we were sadly disappointed by the food here. We did not eat at the signature Japanese restaurant (because we can eat Japanese at home and eating Japanese in Mexico just didn't seem appealing for the limited time we were there), but we did try all of the other dining options, even at the sister Garza Blanca property - they were ok, but weren't of the same caliber as this 5 star property, not even their steakhouse :( (I'm so glad we didn't pay for the all-inclusive package! - what a waste that would have been!). The best meal we enjoyed at the property was at The Terrace, it was our last meal before leaving. It was delicious, fresh, plentiful and the dining experience was great! Staff again & unexpectedly went out of their way for us! I cannot wait to return! read more

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the staff needs to speak and understand english to engage with the customers staying at the resort property. the rules need to all be followed and enforced by the pools staff mostly at garza blanca hot tubs and pools. no holding or saving lounge chairs for you whole group of people read more

Staying at the adults-only Hotel Mousai was pure luxury and the perfect way to experience Cancún. I rate this hotel 5 diamonds! We opted for the all-inclusive package and were assigned two butlers, Alexa and Christian, who provided exceptional service and ensured 100% customer satisfaction. They went above and beyond to communicate and handle everything, allowing us to relax completely. Our beds were made, and our rooms were deep cleaned daily. In the early evening, our beds were prepped with the TV on, and water bottles and glasses placed at our bedside each day. Our balcony view was breathtaking, featuring modern patio furniture, a white hammock, and a jacuzzi for two with adjustable temperature controls. Waking up to the sunrise over the water every morning was spectacular. The room had impressive hi-tech features, allowing us to control the curtains, lighting, surround sound, Bluetooth connectivity, ambiance settings, and even order room service--all from a tablet. It also included dimmable LED lights, shower robes, beach sandals, and a stylish beach bag. A special touch was the entire hotel being equipped with bidets; ours even lit up upon entering and had a heated seat. Each evening, the hotel delivered delicious treats from the chef. The in-room bar was stocked with four bottles of liquor, a variety of beers, sodas, and Gatorade. Drawer treats included a Snickers bar, M&Ms, nuts, and gummy bears. The bar was restocked daily at no additional charge upon request. Room service food was exceptional, tasting as if prepared by culinary chefs. Condiment jars were always new and sealed, even if we ordered room service multiple times a day. The freshly squeezed orange juice, green juice, and seasonal fruits were always sweet and refreshing. The Noi restaurant in the hotel was absolutely mouth-watering, with dishes crafted to perfection. The variety of food choices, prepared by a world-class chef who made personal appearances to check on guests, was impressive. Our 28 oz sirloin steak was cooked perfectly and melted in my mouth with flavor and tenderness. Every course, from the bread to the salads, left us wanting more. I couldn't leave without trying the chef's recommended dessert, the tiramisu--total deliciousness! The music from violinist plus the flavorful cuisines cuisine, created the perfect ambience. This was the same experience with the restaurants in Garza Blanca. Our taste buds were in heaven with culinary chef-prepared cuisines. Our taste buds were exploding with pleasure and we couldn't get enough. This hotel's all-inclusive package featured top-shelf liquors. The architecture, beachfront views, and access to Garza Blanca's pools, bars, and restaurants provided a wide variety of dining options and made the stay even more worthwhile. The excursions offered were an excellent introduction to Cancún's culture. The ambiance and superior customer service from the entire hotel staff made us feel like royalty. We left reluctantly and are eager to return soon. Hotel Mousai was an unforgettable vacation experience. Our expectations for luxury travel have completely shifted after our stay here. A big thanks to Mike from Tafer Hotel and Resorts for arranging our accommodations. We had an amazing time, and thank you, Carlos, for taking care of us. You need to visit Hotel Mousai and Garza Blanca. You will never want to vacation anywhere else! We will be back soon. read more

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We just got back from probably our 8th stay at Hotel Moussai. I hate to say it but we were scammed by them and will never return. We booked through Expedia and were given $60 cash per person per day to apply to our bill. They were told ahead of time that was our expectation and they waited purposely until we were checking out to hand us a paper explaining how to use our credits each day. We did not get what we were supposed to and I think they are a vile company. read more

One of the top adults only all inclusive resorts we've been too. PV was an amazing area and Mousai was magical. The customer service here is absolutely amazing and everything from cleanliness, the food, the amenities it was all so nice! Carlos was our favorite employee there, going above and beyond for our group. It's located super close to the boardwalk/town (about a 15 min drive from the resort) I love that Mousai has the sister resorts near by and you can eat at their restaurants as well. We stayed in the North Tower in a Lux Suite. The room was a perfect home away from home. The food here was all delicious and room service as well. I love the Terra Gardens area, there's a hidden pool there that is hardly ever occupied. And the restaurant Karuma is really great as well. It's not included in the all inclusive package. I would definitely recommend this place to friends; next year we will return with our kids and stay at Garza Blanca (sister family resort). read more

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This property is beautiful, and the rooms are quite luxurious. The food and wait staff are great and very friendly. The reason for the 1 star review is the personal concierge service and front desk staff. our concierge was Ranfery Ramirez Ayala. when arranging pre trip extras like transportation, extra services on site he was slow to respond or did not respond at all to phone calls and emails. His attitude was apparent on the phone and he was unfriendly to say the least. During our last phone conversation he was actively hostile and hung up on me. This is the customer service you can expect from them for the $$$$ price paid. hotel lobby staff is friendly but very slow and often unhelpful. if anything goes wrong on your trip you will maybe get an "I'm sorry" and that's it. I wanted to love this property but will never return. you can get a much better experience for your money elsewhere. read more

Don't look somewhere else stay here The Service and the freaking views are amazing Coming back in a couple of months for sure read more

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