Hotel Mousai Puerto Vallarta Adults Only

The location and view was amazing. All rooms in the North Tower have ocean views. Every balcony has a plunge pool and hammock. This was a relaxing vacation with 12 other friends. Mainly couples. All adults and luxury. I deducted a star because our plunge pool got cold and didn't warm up again. Our rainfall shower above didn't work but the other shower head was fine. The food was good. Better when not dining as a group with set menu items. Service was great. As this was my first all-inclusive resort in Puerto Vallarta, MX, I don't have anything to compare it to, but the bar is set high! We really enjoyed the luxury, all adults setting with two infinity rooftop pools. We spent everyday on the North Tower rooftop pool. We knew they were doing construction with adding two more towers and thought it would be a bother but surprisingly, it wasn't. We're early risers and enjoyed our time no matter what. Bypass the timeshare pitch by firmly saying no and you'll never be bothered about it again. We'd be down to go back someday.

The hotel is nice, not the cleanest, the food is decent for all-inclusive, but the customer service is absolutely a disaster. Issue after issue and the best I got was a “shrug” and “this is just how it is.” Definitely not worth the price. I’d rather spend this type of money at a four seasons literally anywhere else. This is not a 5-star hotel. Not sure how they managed to obtain that rating. 3 stars, maybe 4. Took an Hour to check in. Had to wait for every meal despite having reservations. Always mistakes with our breakfast orders and they’d have to come back to the room 2-3 times, causing us to get a late start to what would eventually be another disappointing day. Our hot tub was broken and they didn’t even bother trying to fix it claiming there as an issue with the hot water (later discovered that was an lie, they just didn’t want to fix it) Electronics in our room didn’t work, also no fixes. Upon checkout I naturally demanded some sort of comps to offset the horrible experience. They comped me $150 (whoop-Dee-do), asked me to sign a slip acknowledging the comp, and then demanded to see my ID because they didn’t believe my signature was mine - this guy Daniel then told me they were going to call the cops if I didn’t show them my ID despite them having my Platinum Amex in their hands. I asked them if they have asked anyone else to show their ID to verify their signature even though they didn’t do that upon check in. In addition to a brief getaway, We came here to do a little recon for our friends who were interested in using this as a wedding venue. Definitely going to report back that this is a HARD PASS. Imagine the countless issues I, who am not a demanding hotel guest by any stretch of the imagination, had. I wouldn’t risk this on a wedding. I don’t like to vacation in Mexico, and Mousai reminded me why.

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 we 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).