Hotel Mousai Puerto Vallarta

The food was delicious and the service by Alberto and Arianna was superb! We had a variety of menu items and the dessert spring rolls are life changing! We enjoyed every bite! Thank you for the enjoyable meal and evening of delicious Chinese food.

Wonderful resort. Friendly and very accommodating staff. Large, well appointed rooms with a hot tub on the balcony. Several restaurants on site to choose from, with very good food. We also had wonderful weather. Would go back in a heartbeat.

We had an awesome week at Mousai! Everything was impeccable. The food and drinks were the best! The service that we received was unlike any other resort experience we have ever had. The North Tower pool team was amazing. It was truly a pleasure to be with them every day....

We had an awesome week at Mousai! Everything was impeccable. The food and drinks were the best! The service that we received was unlike any other resort experience we have ever had. The North Tower pool team was amazing. It was truly a pleasure to be with them every day. From Omar to Jorge, Jose, Ernesto, Bee, Angel, Blanco, Vianey, Alex, and Jairo. We spent our whole week with these guys. My drink was never empty, we never got too much sun, and we were always taken care of. Thank you all for taking such good care of us. We will be back soon! Additionally, our butler Ernesto always takes great care of us. This is our second time at the resort. He checked in on us everyday throughout the day and made sure we needed nothing. Finally, the South Tower bartenders Vicente and Noe, were so great. The drinks were amazing and their service and attention they gave us was top rate. The whole Mousai team was such a huge part of our vacation experience that we will be coming back to see them in that beautiful setting. I can’t wait!

We went to Hotel Mousai Puerto Vallarta for our honeymoon at the end of February. The resort itself and Puerto Vallarta is gorgeous and the views are stunning. The issues started with booking, we were gifted vouchers for our stay and trying to get someone to figure out how to...

We went to Hotel Mousai Puerto Vallarta for our honeymoon at the end of February. The resort itself and Puerto Vallarta is gorgeous and the views are stunning. The issues started with booking, we were gifted vouchers for our stay and trying to get someone to figure out how to book our stay was a nightmare. After several attempts at calling someone told me to email and it was finally booked. Our voucher had extensions to make our trip longer which also caused an issue and we had to essentially check in and out each day so our room keys would work which cause the bell staff to call us daily to find out when we were leaving every single day. We got an email prior to our arrival saying we should make dining reservations - which we did. When we showed up for one of our reservations they told us our reservation was cancelled (we were never informed of this in person or via email- and still had the confirmation email but nothing else from the restaurant or resort regarding that reservation) because their last seating is at 9pm and our reservation was for 10pm. They tried to make me feel bad about the entire situation, even though it was their website that allowed it (and still allows you to book at 10pm). The website stated we would have a butler - we never saw or heard from one the entire time we were there. We got no information on excursions or activities possibly because we made the concierge mad by saying no multiple times to sitting in on their timeshare presentation despite offering us money to do so. The signing of checks was ridiculous especially when one night we waited to get the zero pesos check for our all inclusive meal for 45+ minutes. The bright spot in our week was some of the staff. Octavio at the south tower rooftop pool was amazing. He went out of his way to greet us, make us feel special, and remembered our names each time he saw us! Aside from that, it was far from the five star experience we anticipated for our honeymoon.

My husband and I visited Hotel Mousai for our second time and enjoyed every minute of our stay! A highlight was our time at the roof top pool. The pool concierge, Vianey, provided 5 star service every single day. Vianey took time to get to know each guest and their...

My husband and I visited Hotel Mousai for our second time and enjoyed every minute of our stay! A highlight was our time at the roof top pool. The pool concierge, Vianey, provided 5 star service every single day. Vianey took time to get to know each guest and their preferences and continuously checked in throughout our stay. Thank you, Vianey!

We recently enjoyed our second incredible stay at Hotel Mousai. Puerto Vallarta is just a beautiful place to visit all-around, especially for those who love outdoor activities, adventure and great food & culture. The property itself is gorgeous and so nicely maintained from the guest rooms to the beautiful grounds....

We recently enjoyed our second incredible stay at Hotel Mousai. Puerto Vallarta is just a beautiful place to visit all-around, especially for those who love outdoor activities, adventure and great food & culture. The property itself is gorgeous and so nicely maintained from the guest rooms to the beautiful grounds. Housekeeping did an impeccable job of keeping our room tidy and welcoming, making several stops throughout the day to refresh towels, restock the refrigerator, etc. Food and drink here are unparalleled - everything is so fresh, delicious, gorgeously presented and never over seasoned - just amazing ingredients as they were meant to be. The kitchen, serving and bartending staff are incredibly talented and clearly take such pride in their craft. We lost track of the number of meals we said "this is the best ___ I've ever had". We also appreciated how accommodating the menus and staff were for dining with a gluten and dairy restriction. All that to say, the biggest thing that will keep us coming back is the amazing staff and top notch hospitality. Every single time we saw staff in passing, we were greeted so kindly. We were thrilled to see some familiar faces on our return trip. Both trips, Eduardo on the rooftop stood out as a Mousai favorite - so attentive, positive, welcoming and knowledgable about the area and always a big smile on his face. He is a reason we came back a second year in a row (and will keep coming back making a rooftop visit with Eduardo first on our to-do list)! He goes the extra mile to really connect with guests to the point of paying attention to what kinds of drinks we like and then recommending off menu cocktails just for us (we now call these "Eduardo Especials"). Claudia is another rooftop favorite and has been so sweet and welcoming each and every encounter we've had with her on both trips. She always makes sure our needs are met but also takes the time to chat and make you feel special. Omar was a new favorite for us this year and we were so glad to get to know him over the course of our visit. He is such a fun, vibrant personality and we noticed always took the time to talk with each and every guest and to wish everyone a good night as he wrapped up his shift. Yan, Alan, Antonio and Gabriel also deserve special mention as outstanding staff on the rooftop! Although we missed seeing Greta this year, she was another very memorable, hard working staff member who deserves kudos and we hope to reconnect on future trips! Miguel at Hiroshi is another Mousai favorite for us, always providing excellent customer service and so warmly giving us a chance to do a little Spanish practice. He even made the effort to share the recipe for my favorite cocktail so I could try to replicate it at home, and I still have his handwritten recipe from last year. He goes above and beyond to create a memorable dining experience each time you visit and was truly a highlight of both trips. We also need to give a shoutout to Diego, our Kayaking guide from last year and Tito, our hiking guide from this year's trip. Both have such a passion for what they do and a contagious positive energy for the outdoors. They are the perfect people to share the beauty of Puerto Vallarta with guests! We did venture off property several times both trips for beautiful hikes and beaches and took public transportation each time for only 10 pesos each which is an awesome and very accessible option! We felt very safe everywhere we visited. We could not be more impressed with how thoughtfully everything is run at Hotel Mousai and will definitely be returning. My parents are currently there enjoying all our Mousai favorites and meeting all our favorite staff after our rave reviews and are blown away also. I can only hope these reviews are read and celebrated with staff as they are what truly makes the stay here unforgettable. We so appreciate you all and admire the way you do hospitality! Thank you for creating a beautiful place for us to adventure and relax! We are so grateful for all the wonderful staff who work SO hard to make our stay comfortable and memorable and can't wait for our next visit and are considering a Garza Blanca trip to share all our PV favorites with our kids as well.

The service at the rooftop continues to be outstanding! Octavio, Eduardo, and Ignacio were very attentive and friendly, and we felt very welcomed! We cannot wait to return to our friends here. The check-in process was not as nice as usual (they forgot our welcome drinks and didn’t tell us...

The service at the rooftop continues to be outstanding! Octavio, Eduardo, and Ignacio were very attentive and friendly, and we felt very welcomed! We cannot wait to return to our friends here. The check-in process was not as nice as usual (they forgot our welcome drinks and didn’t tell us to meet in the room for our bags). Diego, our butler, was excellent and in touch with us daily. We didn’t leave the property and didn’t need much, but he helped wherever he could.

We came for our honeymoon and we had the most amazing time!!! We really enjoyed The Rooftop South I think it was and really connected with our pool concierge Omar and Greta. We are coming back for our one year anniversary in May and can’t wait to reconnect with them...

We came for our honeymoon and we had the most amazing time!!! We really enjoyed The Rooftop South I think it was and really connected with our pool concierge Omar and Greta. We are coming back for our one year anniversary in May and can’t wait to reconnect with them ❤️❤️

I had to cancel my reservation and did so within the cancelation policy so I am owed a refund for the first night stay which is close to $2000. It has been well over a month and I still do not have my refund. They no longer respond to emails...

I had to cancel my reservation and did so within the cancelation policy so I am owed a refund for the first night stay which is close to $2000. It has been well over a month and I still do not have my refund. They no longer respond to emails and if I am lucky enough to get someone on the phone they claim for it to still be processing. I had planned to book for a future date but not now. Very disappointing. They were great with communication when helping me book my trip and plan extras but now crickets. I am having to initiate the charge as fraud with my bank now to just try and be reimbursed for what they owe me.

We could not have asked for a better week away from home! It was truly a wonderful time and helped us to forget all the nonsense going on at home right now! We stayed in the South Tower in a Master Corner Suite, one of the best rooms we have...

We could not have asked for a better week away from home! It was truly a wonderful time and helped us to forget all the nonsense going on at home right now! We stayed in the South Tower in a Master Corner Suite, one of the best rooms we have ever been in! It's also exciting to see that more towers are being built, which means even more exciting things are to come! Special shout out to the following people who truly made this a wonderful experience: our first bellhop, Antonio set the mood for how our week was going to be. Perfectly charming and made us feel right at home. Ernesto, our butler, was GREAT! He was checking in with us all week to make sure we were having the best time possible and was always willing to help us plan whatever it was we needed. Lisette, our concierge, was FABULOUS! She was pretty much our new best friend for the entire trip. She gave us fabulous restaurant recommendations in the city, got to really know us, and just could not have been more of a perfect addition to the trip to make sure we had the perfect time! She is a reason to return! Carlos, in the sales department was fantastic as well! Really helped us plan out our future within the Tafer resort family and we are excited for the future vacations to come! Our pool attendant, Omar, was TOP NOTCH! Not only was he great at his job and just an overall charming guy….he was also VERY friendly and had a lot of great stories to tell and gave us recommendations for dinners downtown for our next visit. Other notable standouts were Ramon (Noi), Ernesto (roof top), Rosie (concierge), David (Dao), Diego (Hiroshi), Alejandra (Hiroshi), Luis (Noi), Pilar (Noi), Gustavo (Blanca Blue), Octavio (Roof Top), Alonso (Hiroshi, roof top, and Noi), and Erwin…..we think that’s your name….at Hiroshi. We cannot recommend Hotel Mousai enough! While our time here was lengthy, it went by too fast! We cannot wait to return! Expect the best, because it is what you are going to get!

My wife and I went here on our honeymoon and we had a great time, but it wasn't perfect. It left us with the impression that the hotel resources are spread a little thin and it's putting stress on staff, causing mixups and creating a bit of chaos. That said,...

My wife and I went here on our honeymoon and we had a great time, but it wasn't perfect. It left us with the impression that the hotel resources are spread a little thin and it's putting stress on staff, causing mixups and creating a bit of chaos. That said, every single person we met worked incredibly hard to make our stay wonderful and we were very happy in the end. Things that we thought could've been improved: -Communication on all fronts. The website says one thing, the front desk says another, the maps/brochures they give you are also different. The website says check-in is 3:00pm, but front desk said it was 4:00pm. The dress codes for the restaurants were listed as "smart casual" in some places and "elegant casual" in others, with a lot of ambiguity as to what those terms really mean. The website promises things that either aren't executed in the way the wording implies or simply aren't available. I don't need a personal butler or a pillow menu, but if you advertise them, they should be there. Don't say you offer international wines with the all-inclusive when only the house wines are available. They really need to evaluate all the copy on their website, in their confirmation emails, and on the printed media they provide at the resort to make sure that everything is clear and consistent. Would be nice if they could provide a printed calendar of events with check-in as well. -Room Service menu included cocktails, mocktails, tea and coffee, but no way to order just juice, water or ice-- none of which are available in the minibar. The menu also is completely independent of the restaurants in the hotel and doesn't match the quality of food available from the Rooftop or the larger restaurants (NOI, Hiroshi, DAO). There's a lot of US type pub food on the menu like wings and fries, not things that you associate with a luxury mexican resort. -The Tierra Luna gardens are pretty empty and there's no way to know when the carousel will be running. There are events by the resort, like movie nights, and private events, like company retreats, and there's also no way to know what's happening when. The gardens aren't expansive either, but they are beautiful. The space feels like it's not being used to its full potential. They could host a market there with artesanias and chucherias, they could bring in a food truck and some street performers and sell branded merchandise. Karuma and the other restaurants could sell special food/drink packages for the day. People could shop and ride the carousel and enjoy the gardens and views. Instead, as it is, the shops are eerily quiet and the area feels like a ghost town. -Nothing stays open past 11pm. This is clearly a party resort. Given the loud music, construction and nearby highway, serenity isn't really possible. The pools offer an amazing and super fun party atmosphere with highly attentive staff who are always smiling, but it feels like the party ends early. Dinner ends at 10pm, so we ended up going back to our room to enjoy the minibar almost every night and it would've been nice to stay out dancing and partying on the rooftop or at an event in the TierraLuna gardens. -For a luxury price, one expects luxury experience and one missing element here was the wifi. Not being able to cast to the TV without paying $17 USD per DAY, when we spent as much as we did to stay there and considering how much time we had to spend in our room because of things not being open late at night, that did not feel like luxury. They should either build the cost of wifi into the nightly price or make it possible to cast on the regular wifi. Things we wish we'd known beforehand: -The resort pushes a membership option which has a similar structure and price as a timeshare. If you have enough money to invest and take advantage of the benefits, then it would probably be worth it, but even if you are honest about not having the means to take advantage of the program, they will try to push and persuade you. That said, they offer incentives to get you to listen to the sales pitch and even though we didn't buy in, it was 100% worth it to listen to the pitch in exchange for the incentive. -Bring binoculars! There are so many beautiful animals to see, but the whale watching and bird watching would've been much better if we'd had binoculars and the resort doesn't sell them. -Yes, gratuity is included on the all-inclusive, but it's only 18% which, as anyone who's ever worked in service knows, is not a good tip. 20-25% is a more fair/standard tip, so to make up the difference, make sure to have mxp on hand to give a little extra. The staff will take excellent care of you whether you tip or not (we didn't give as much as we wanted to every time, 20-50mxp) but waitstaff are often dependent on tips and with the quality of service provided here (plus the exchange rate) it's really easy to thank them with a little extra tip. Things we loved: -The staff! Can't say it enough. I saw a lot of reviews before booking that had negative things to say about the staff and I want to make it very clear that every single staff member we interacted with was kind, friendly and extremely helpful. It can be easy to get frustrated with staff when they enforce a hotel policy that is unexpected or feels unfair, but they don't come up with the protocols, they're just working there and doing their best to make you comfortable. They were always willing to help us practice our Spanish, they were all fully bilingual and helped us in English when we needed. They were attentive and often went above and beyond to make our stay as comfortable as possible. They were the best part of the entire stay. -The pools! The pools are so cool and so fun!!! We wish they were open even more time so we could keep the party going because there was nothing better than sipping a cocktail in the pool while spotting macaws flying by and whales swimming in the bay. -The food at Blanca Blue, NOI, the Rooftop and Aquazul was AMAZING. Over and over again we went back to these places for breakfast, lunch and dinner and they were consistently wonderful, well balanced, well seasoned and delicious meals. It was especially cool getting served cocktails and food while relaxing on the beach! Those were definitely our favorites. DAO would be a close second, but their desserts weren't so sweet. Hiroshi had the best cocktails and the food there was ok, but tasted like a more western interpretation than we expected. Bocados had great atmosphere and a nice breakfast, but the dinner wasn't as high end as expected. All in all, the food was definitely worth it and even when something wasn't to our taste, the staff was so helpful in recommending alternatives and bringing us anything that would please us. -The rooms, despite the TV situation and disappointments with room service, definitely feel luxurious! The staff clean so well and so thoroughly, they are rock-stars. The sheets are premium quality, there are lots of pillow options, the bed just feels like heaven. Plus, what could be better than going from your rain-shower to your personal hot tub to your buttery soft bedding? Our final impressions: This resort felt like a place in transition. There's towers being built, things being changed, updates happening everywhere. If they were previously marketing themselves as a serene escape, it's a smart move to try and pivot to a more party brand, but it's a process and it feels like they don't have every element of a party resort just yet. Hopefully soon they empower their staff, maybe hire more people or make some necessary promotions to get people where they need to be so that they can have a clear and communicated schedule of events including late night options. It takes a lot of time and leadership to change these kinds of things, but in the meantime, what they do have going on is still really nice and it was a lovely place to have a lot of fun. Everything we enjoyed was an absolute dream. The things we missed out on or felt disappointed by didn't loom so large in our minds that they ruined our experience or made us wary of returning (though we probably won't be able to afford it ever again). We went there to have a beautiful vacation to celebrate ourselves and everyone there helped us do that 100%. Of all the things we wished were different, the main thing is that we wished we could have stayed even longer!

We had an amazing time at Mousai! Every single employee was top notch. But Miguel the Bellman stood out. My husband and I looked forward to seeing him everyday. He helped us with everything we needed! Thank you so much Miguel and everyone else there. We will be back!

This is a 5 star resort in terms of amenities, facilities, and available services. The resort grounds are beautiful. The resort has several pools, and multiple restaurants. The service received at the pool and restaurants were outstanding (except for the steak house). So why only a 3 star review? We...

This is a 5 star resort in terms of amenities, facilities, and available services. The resort grounds are beautiful. The resort has several pools, and multiple restaurants. The service received at the pool and restaurants were outstanding (except for the steak house). So why only a 3 star review? We booked a 5 day stay at the resort for our anniversary, and paid for an upgrade to an Ultra Suite room. Upon arrival we were told we would stay in one room for 3 days, and then stay in another room in a separate tower for 2 days. The room for 3 days would be upgraded to a corner unit. We told the receptionist this was not acceptable as this would be extremely inconvenient and disruptive. The receptionist, Ingo, said he would need to talk with his manager and left for a few moments. Upon his return he indicated everything was fine. The morning after our 3rd day, at 10 am, while we were waiting by the bell desk for a hiking excursion, the bellman informed us we needed to pack as we needed to check out of our room in one hour. We asked to speak with a manager who informed us there was nothing he could do. As such, we went upstairs, packed, and moved to the other tower where our new room was assigned. Upon arrival we were told our new room was not yet ready as housekeeping had not yet performed their service, and they could not provide a time when the housekeeping would be done. I informed the receptionist at this tower of our plans to spend the day at the beach. He responded that we could go to the gym in the other tower, where our room was previously located, and change. We chose to just wear our hiking clothes by the pool and wait. The room was finally ready at 2 pm, and we were unpacked by 3 pm. Half the day was wasted. When my wife complained to the manager at this tower, we were comped for a 50 minute massage each. Not worth the inconvenience, disruption, and frustration of the experience. The new room had two queen beds rather than a king (and appeared more like double beds). As a result my wife and I slept in separate bed on our anniversary. It appears this is a common occurrence at the resort as we were told by two different couples that evening that they had the same experience of having to move rooms. We also experienced other areas of lack of service at the resort. The concierge, Marcos, was to book a taxi to pick us up for a whale watching excursion. The taxi did not show and after 15 minutes waiting found the taxi was never booked. Marcos also did not inform us of the various activities sponsored by the resort including the aforementioned hiking, and kayak trip. We only found of these activities by talking with other guests. But Marcos did try to get us to sign up for a sales presentation.

It's a shame to be writing this review because I did very much enjoy my stay. However, at checkout I was charged an additional $2013 (USD) for "the stay" which I was told was an unpaid balance on my room. Having returned home and checked my records however, it would...

It's a shame to be writing this review because I did very much enjoy my stay. However, at checkout I was charged an additional $2013 (USD) for "the stay" which I was told was an unpaid balance on my room. Having returned home and checked my records however, it would seem I paid in full at time of booking. I have been attempting to get in touch since then via phone and via the contact form on their website, but on the phone I just get transferred to a department that rings forever, and my email submitted through the contact form has so far garnered no response 3 days later despite a claim on the site of a 24 hour response time. If I can't get through to anybody, I'll eventually have to submit for a charge back through my credit card company. If this gets resolved I'll delete/re-post my review to include the details of the fantastic stay I had, but until then if you can still read this, Mousai has not responded to my multiple attempts to rectify this billing issue since Feb 9, 2025.

Had our first dinner at Hotel Mousai’s Hiroshi restaurant. Paola was quick with getting us sat on the beautiful balcony. Angel was our main server. He was personable and gave great recommendations. His assistant Franco made sure we were always assisted. They made our first night amazing.

We just came back from our 6th visit to Hotel Mousai. We had an Ultra corner suite in the South tower, and it was perfect! We ate at Hiroshi (2x), Dao, Bocados and Noi. All restaurants are great, but Hiroshi and Dao were our favorites. We also had an amazing...

We just came back from our 6th visit to Hotel Mousai. We had an Ultra corner suite in the South tower, and it was perfect! We ate at Hiroshi (2x), Dao, Bocados and Noi. All restaurants are great, but Hiroshi and Dao were our favorites. We also had an amazing couples massage at Spa Imagine. We spent most of our time at the South rooftop pool, enjoying the fantastic weather, views (we saw lots of whales) and service. So many things make Hotel Mousai our favorite place to come, but none more than the incredible service. The staff works very hard and are always so warm and friendly. They make us feel so special and treat us like family. It's not possible to thank them all, but I do want to acknowledge as many as I can: Orlando (bell hop) -- He's usually the first person we see when we arrive, and we have really enjoyed getting to know him over these past few years. Greta -- she was our butler this time (previously, we knew her when she was a Pool Concierge). She did an amazing job!! Every time we had a question or request, she was on it immediately and that made everything go so smoothly. We love Greta! South rooftop pool -- everyone there does a fantastic job, keeping the drinks and food coming, adjusting the umbrellas for shade and sun as desired, and bringing out special treats throughout the day. Special thanks to Alan (pool concierge), Cesar Alonso (a/k/a Doctor Sunglasses, since he will come and clean your glasses periodically), Eduardo, and Ignacio. Jennifer (Jenny, Penny) -- she is a member concierge and is always so warm and welcoming to us! We love Jennifer! David -- he was our server at Dao and had such a great spirit, and made our night there such an enjoyable experience. I'm running out of superlatives for this review, but rest assured we are already planning our next trip back to Mousai.

This place is a real paradise and hard to beat: on one side the ocean and on the other the jungle, in between Tierra Luna with its magnificent gardens and exotic birds Service in every area is perfect.We could include every employee’s name but will only mention Claudia at the...

This place is a real paradise and hard to beat: on one side the ocean and on the other the jungle, in between Tierra Luna with its magnificent gardens and exotic birds Service in every area is perfect.We could include every employee’s name but will only mention Claudia at the north tower pool. Food divine , even better than last year The Spa Imagine not to be missed, my wife had the Diamond facial with Maria and still saw the benefits a week after The bed and the Toto toilets are fantastic Mousai is certainly one of the best hotel we have been to in over 30 years of luxury travels. Guy, Montreal

Hotel Mousai is amazing. My husband and I have stayed here 4 times now and it’s such a beautiful and special place. The rooms are breathtaking and the food is delicious. Especially for an all inclusive resort it is unmatched. The service is always great, especially with Alan at the...

Hotel Mousai is amazing. My husband and I have stayed here 4 times now and it’s such a beautiful and special place. The rooms are breathtaking and the food is delicious. Especially for an all inclusive resort it is unmatched. The service is always great, especially with Alan at the rooftop pool. He always takes the best care of us! He is so friendly, attentive, and genuine!

This trip was amazing!!!! Truly mesmerizing views and an incredible spa with the best hydrofacial ive ever had. The neighboring resorts make it easy to explore new resorts with out having to make a far drive or pay more money there is trolleys that make round trips to every resort...

This trip was amazing!!!! Truly mesmerizing views and an incredible spa with the best hydrofacial ive ever had. The neighboring resorts make it easy to explore new resorts with out having to make a far drive or pay more money there is trolleys that make round trips to every resort and restaurant to make it easier. Tierra luna gardens offers a beautiful view and a wonderful place to visit walk around while you have your morning coffee . Hiroshi is an impeccable sushi restaurant and some of the best sushi ive tried in a while also dao offers high end chinese food which was delicious and noi had amazing pizza and pasta dishes. There is so many activities you can never get bored also the view of the spa is amazing. I took the first three of the pictures below on my drone but all the others are taken from the hotel

This place is a gem! It has some of the best views and all-inclusive food we've ever had. But what makes this property so special are the employees. Alejandro, Noe, and Vianey at the South Tower pool were incredibly kind and made our stay beyond relaxing.

This was our first time at Hotel Mousai. The experience was truly incredible. Everyone was so friendly and attentive. We spent a great deal of time at the Rooftop South. The staff were exceptional. Special thanks to Gerardo, Eduardo, Antonio, Gabriel, and Alejandro. Wonderful service.

We don’t usually go on fancy vacations, but for our 20th anniversary we wanted to do something really special. Hotel Mousai did not disappoint!!! If you want my opinion in just a nutshell- the food was amazing, the service was second-to-none and it was an absolutely stunning resort! If you’d...

We don’t usually go on fancy vacations, but for our 20th anniversary we wanted to do something really special. Hotel Mousai did not disappoint!!! If you want my opinion in just a nutshell- the food was amazing, the service was second-to-none and it was an absolutely stunning resort! If you’d like more detail, though, here you go… When we first arrived, I was very pleased to find that the resort has a security gate to keep all the guests safe. When we pulled up to the north tower, it was every bit as stunning as the photos online. The bellboys were prompt in removing our bags with smiles and we were greeted in the lobby right away. The front desk attendant apologized that we would have to wait just a bit to check in as they helped a big group through the process, but kept our champagne glasses full as we waited and gazed out at the perfect ocean view from the balcony. Once we were escorted to our room, it wasn’t just as good as the pictures… It was even better! We had a corner ultra suite, and it was more amazing than you can even imagine without standing in it. With so many large sliding glass doors, the fresh sea air wafts in with a perfect breeze and, of course, the personalized sound system was on with just the right mellow tunes. We were shown how to operate the iPad for lighting, curtains, room service, and information then left to enjoy our suite. The view was incredible! And it makes it even better that you can enjoy it from your own Jacuzzi tub or hammock on the balcony! I’ve gotta say, though, one of my most loved features that I didn’t even know to expect was that the toilet seats were heated. That was pretty delightful! Every night we got dressed for dinner and tried one of the different restaurants on the resort. All of them had fabulous menus and everything was absolutely on point! We had the all-inclusive package, but not the premium. There were plenty of options outside of the premium selections, but the pricing wasn’t too bad on the couple occasions that we decided to splurge with a premium entrée. All of the mixed cocktails were wonderful and it was fun to try the signature styles at the Italian versus Chinese restaurant and so on. The only negative comment on the drink selection is that if you’re a wine drinker, the wines that are included in the regular all-inclusive package are really not that great. So… Either plan to spend more for a good wine or, do like we did, and just drink margaritas for the time instead. Not a terrible option! The concierge team was super helpful in getting us set up for an excursion when we wanted to. Our butler, Diego, and our favorite server up at the pool, Ernesto, really made our stay special with their extraordinary service and attention to detail. However, every person we encountered that worked at the resort treated every guest like they were the most important person in the world. It was really remarkable! We went on 2 of the hikes that were offered and the guides were wonderful. They kept us laughing and moving throughout the time. I could go on and on forever because everything was just so great, but you really ought to just go see for yourself!

I was searching for a hotel to celebrate my 50th birthday and had been in contact with several properties, including Hotel Mousai. Over 2-3 weeks, I worked with a representative named Edna, providing her with the precise details of my trip. However, this is where my frustration began. I needed...

I was searching for a hotel to celebrate my 50th birthday and had been in contact with several properties, including Hotel Mousai. Over 2-3 weeks, I worked with a representative named Edna, providing her with the precise details of my trip. However, this is where my frustration began. I needed to book a block of at least 14 rooms, and typically, hotels offer better rates for such bookings. Surprisingly, at Hotel Mousai, I was quoted a price $1,000 higher than expected, which made no sense to me. When I questioned this, Edna explained that the rate included one free welcome drink (negligible, considering it's an all-inclusive resort) and a private check-in (somewhat valuable, but not worth $1,000). Despite multiple exchanges and my pointing out that their website offered cheaper rates with airfare (which she couldn't match in the group rate), I was astounded by the lack of resolution. Edna provided no real value and showed little willingness to accommodate my needs. The communication was poor—perhaps a phone call could have clarified things, or maybe it was a language barrier—but either way, they missed out on a significant booking. I've decided to take my business elsewhere. I wouldn’t recommend Hotel Mousai for large group bookings.

My wife and I stayed here to celebrate our 20th wedding anniversary. We booked through Costco, and stayed in an Ultra suite in the North tower on the 10th floor with the all inclusive package. The entire experience was incredible! The views from the resort are amazing. All the restaurants...

My wife and I stayed here to celebrate our 20th wedding anniversary. We booked through Costco, and stayed in an Ultra suite in the North tower on the 10th floor with the all inclusive package. The entire experience was incredible! The views from the resort are amazing. All the restaurants were much better than I would have expected from an all inclusive. The spa was lovely, with beautiful views and great service. The rooftop bar and pool were amazing, with fantastic seafood and great drinks with perfect views. Every single staff member was incredibly friendly and helpful. We had zero problems the whole trip, and are already planning to go back!

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...

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.

Excellent service!!!!!!!!! Noi Waiter Christian Concierges Liz Garza Blanca Jennifer Mousai Marco vallet Mousai Marco waiter Karuma Elaine hostess Blanca Blue Melaney hostess Noi Geraldo Mousai South rooftop bar Adel fabulous pianist!!!! Your staff is marvelous. We look forward to our next visit!!!!!

We love this resort! The first time we stayed at Garza Blanca because we had teens in tow. Now that we can travel kid free it is only Mousai for us! The best part of staying at Mousai is the rooftop pool. The view is amazing and the service highly...

We love this resort! The first time we stayed at Garza Blanca because we had teens in tow. Now that we can travel kid free it is only Mousai for us! The best part of staying at Mousai is the rooftop pool. The view is amazing and the service highly personal. Eduardo helped us find the perfect place to sit each day, remembered our preferred drinks, brought us a farewell treat!

Always a great time at Mousai! The staff goes over the top to create a wonderful experience. Last night at Hiroshi I asked if they had sorbet on the dessert menu. They told me no sorry. But then 10 minutes later Ruben & Angel brought me some. They ran over...

Always a great time at Mousai! The staff goes over the top to create a wonderful experience. Last night at Hiroshi I asked if they had sorbet on the dessert menu. They told me no sorry. But then 10 minutes later Ruben & Angel brought me some. They ran over to the Italian restaurant and they must have ran back with the sorbet because it hadn’t even begun to melt. Incredible service!

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...

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

This review is on how they handled my resort credit and writing this so anyone that goes to Mousai is aware. We provided our vacation package details upon check in and they printed out and indicated in their system that we had a resort credit. We went to two restaurants...

This review is on how they handled my resort credit and writing this so anyone that goes to Mousai is aware. We provided our vacation package details upon check in and they printed out and indicated in their system that we had a resort credit. We went to two restaurants and purchased one premium item at each, not included in the all inclusive program. We followed the directions on how to use the resort credit and told our server that we’d like to apply the resort credit to the items. At the end of each dinner, we’re shown a receipt that clearly indicates that the resort credit is applied and we’re reassured that it’s taken care of. We take photos of the receipts. First dinner we used the resort credit at: We double check with the front desk the next day if the credit at the first dinner was applied. The amount that was applied was 80% less than what the actual bill was and they tell us that we need to go back to that restaurant to get it fixed, even after showing the front desk a copy of the receipt that shows the resort credit is applied and zeroed out bill. The restaurant is only open at night so we wait until they open back up and head over to talk to the manager before our dinner that night. We talk to the manager and after a half an hour and needing to flag him down to see what the status is, he reassured us that it was being fixed and that it will be all good. So we go to our dinner that night. We get dinner at this other restaurant and ordered one item and anpply our resort credit. Again, we are showed the bill with a zeroed out dollar amount for the item we applied the credit to. The manager on duty even assures that the resort credit is applied, we take photos of the bill. The next day is check out, we go down early to make sure that the bills for the two dinners are straightened out and that the resort credits are applied. Unfortunately for whatever reason after talking to the managers, being told it’s taken care of and being showed receipts of the zeroed out bills, there’s still charges appearing on our room that the resort credit should have taken care of. We address this again to the front desk and they say they can’t do anything. The get the manager on duty, we talk to him for an hour about our situation, even showing him the copy of the receipts that literally say the resort credits that were applied, zeroing out the bill. They couldn’t do anything about it and we had to pay for it still at the end of our trip. If offering a resort credit, please honor it when guests are using it properly. BUYER BEWARE, if you’re buying a package with resort credit.

We loved our time at the Hotel Mousai! Special shout out and thanks to the team at Rooftop South - Alex, Gabriel, Eduardo, Noe, Ignacio and Antonio. They were always there with warm smiles, drink and food recommendations, help with spa appointments, and shade and chair adjustments to help us...

We loved our time at the Hotel Mousai! Special shout out and thanks to the team at Rooftop South - Alex, Gabriel, Eduardo, Noe, Ignacio and Antonio. They were always there with warm smiles, drink and food recommendations, help with spa appointments, and shade and chair adjustments to help us make the most of the spectacular views!! They were a definite highlight of our time at Hotel Mousai!

Our experience at Rooftop South was absolutely incredible! The service provided by Gabriel, Noe, Eduardo, Alex Mora, and Ignacio was top-notch—they truly went above and beyond to make our time at the pool unforgettable. From refreshing drinks to attentive service, every detail was handled perfectly. The atmosphere was fantastic, and...

Our experience at Rooftop South was absolutely incredible! The service provided by Gabriel, Noe, Eduardo, Alex Mora, and Ignacio was top-notch—they truly went above and beyond to make our time at the pool unforgettable. From refreshing drinks to attentive service, every detail was handled perfectly. The atmosphere was fantastic, and the team made sure we had everything we needed to relax and enjoy. Highly recommend this spot for anyone looking for a perfect poolside experience in Mexico. Can’t wait to return!

Honestly, the customer service before we got there was not the best. I had emailed a few times with no response and called and had someone hang up on me. But once we got there, everything changed. We had the most remarkable time, especially at the rooftop patio because of...

Honestly, the customer service before we got there was not the best. I had emailed a few times with no response and called and had someone hang up on me. But once we got there, everything changed. We had the most remarkable time, especially at the rooftop patio because of their employee, Ernesto Blanco. He treated us like royalty every day, with a remarkable personality, and smile the whole time. Any time we were at the pool and there was not a seat in his section, we were all bummed out and jealous of the people he serving. Though all of the roof top employees were very nice. The hotel was great, though the pillows were awful. However, I did learn on the second to the last day that I was there that I could’ve requested different pillows.

I want to start by saying we were booked to stay at Garza Blanca. The drive from the airport to the hotel was about 20-30 minutes and was enjoyable because of the sights and the amazing weather. Arrival… Upon arrival at the hotel we were greeted immediately with a welcome...

I want to start by saying we were booked to stay at Garza Blanca. The drive from the airport to the hotel was about 20-30 minutes and was enjoyable because of the sights and the amazing weather. Arrival… Upon arrival at the hotel we were greeted immediately with a welcome drink and smiles. We started to check in however they double booked our room. We were then told we are transferring you to Hotel Mousai. My wife asked if we are being upgraded since they double booked our room, the lady laughed at us and with a half smile like we should know better and said “uh yeah”. We were whisked away in a private van up the mountain to building number 6. We were greeted by Ricardo the bellhop, who was polite and very helpful. He also remembered us throughout our time at the resort. We then checked in with “Galley”(who evidently was our butler for the trip) who was also polite and for the most part expedient. She explained what all was included with our stay and also offered the “timeshare meeting” which we politely declined. We were then taken to the rooftop because our room was being cleaned. The rooftop bar was absolutely beautiful and full of good vibes. We were greeted by the pool concierge Vianey who we referred to as “V” and “Jefa”(boss lady) throughout the trip. We had amazing lunch and met several people who are regulars at the resort. We gained the lay of the land while eating lunch poolside and chatting with regulars. It was a great first couple hours getting settled in. The room… We were then greeted by Gally who said our room is ready. We were escorted to the room which was on the 10th floor #6101. It was referred as an “ultra suite”. It was absolutely breathtaking! The room was a corner suite with three balconies. The two balconies connect with each other on the south corner of the building and overlook the Tierra Luna Gardens(I’ll explain later what this is.) and the absolutely breathtaking taking view of the ocean. There was a large tiled hot tub, a hammock, and several chairs to enjoy the sunsets. We spent every night here either in the hammock or the in the hot tub watching the amazing sunsets. The breeze was amazing and made our time on balcony so awesome. The other balcony overlooks the south tower and a beautiful view of the mountains. They are building two new towers that we were told will be done by the end of the year. There was not a lot of noise from the construction and did not bother us at all. If you are in the south tower you will probably hear the construction a bit more. The room was very large with a sitting area, king size bed, and a large mini bar. The bathroom was a open area with doors to a huge shower and bathroom. The toilet seat was heated, yes heated, and double as a bidet. The mini bar was stocked every night with Belvedere vodka, gummy bears, peanuts, Gatorade, water, and coffee. This room was bad ass and by far the nicest one we have ever had. The rooftop pool… When you go to the rooftop find Vianey she will make your time at the pool SO MUCH BETTER!!!!! She is absolutely awesome, she helped with booking some excursions and made sure the wait staff was on top of everything. Speaking of the wait staff Ernesto was our go to. His outgoing personality and on the ball work ethic was bar none the best we had while we were there. Vianey made the pool though! She treated us like family everyday. We hope when we get back V is still there or a butler because we will be requesting her. Shoutout to Jairo who Mae sure I got oysters when they had them as a special. The restaurants…. The Chinese restaurant was very very good. Jose and David did an amazing job. I let Jose pick out my meal and he did a great job. The Mongolian beef was great so were the dumplings. Drinks were perfectly made with no complaints. The Italian restaurant was just ok. To be honest my wife loved it she had the lasagna but it just wasn’t my thing. Service was good and drinks were well made. The Japanese restaurant was very good. Miguel did a great job and the sushi was very good. I enjoyed the house sake quite a bit and I would say no use in getting the “pay for sakes”(not part of the all inclusive). Bocados is one of two steak houses…. We ate here for breakfast everyday. Ask for Alan and Jose Alberto were our favorite for breakfast. They always remembered us and made our breakfast overlooking the ocean a perfect start to everyday. The steak and eggs was my go to and I had this every day with the fresh avocado and salsa. I would say these guys started EVERY DAY for us with a positive vibe! Dinner we both had the ribeye and it was very good and the drinks were made very well. Martin did a great job. Bocados is hard to get into as both resorts are allowed to eat here. The other restaurants you have to stay at Mosusai. The best meal we had was at Karuma. It was absolutely amazing. This is located in the Tierra Gardens area. This restaurant is not part of the all inclusive however it is $45 a person and it is well worth it. Rigoberto provided absolutely amazing service. I am a former manager of a steakhouse and cannot say enough about the quality of food and service. The bone in ribeye was huge and to die for. It was presented to us on a cart with a mini grill on it. Rigoberto cut the steak in front of us and then grilled portions of the steak and fajitas. It was so much food and oh my god good! Highly recommend spending the money and go here!!!! Tierra Gardens… Is a shopping district on resort that has Karuma, shops, a merry go round, waterfalls, and an amazing garden. A lot of very cool pictures can be taken here. Highly recommend this area at least once. Garza Blanca…. You can go here and it is just as beautiful as everything else but it is kid friendly. We went during spring break and I am soooooo glad we got upgraded to Hotel mousai! The pools… There are several throughout both resorts. One at Garza-very cool and perfect for the family… One on the ground floor of Mousai building #6 another great spot for the family… Rooftop on both Mousai towers… These are the spot, the view, service, and all around atmosphere was our favorite spot… No kids allowed as well… Once again find Vianey and Ernesto they are the reason we went back everyday… Humberto….. This was by far the best trip we have ever had because of the service and the food! i would be an idiot if I did not mentioned the “butler” we were referred to Humberto by a couple who has been coming to Mousai for 4 years. We are so lucky that we met this couple and they referred us to Humberto. He made our stay magical! He was not the butler we were assigned but after being frustrated about not having a contact for the resort our friends put him in contact with him. He booked reservations for us… He set up excursions… He made sure we had everything we needed in our room… He would make sure to text every morning to see if we needed anything. He would have us text him when we left the room so the mini bar could be stocked and room cleaned. On our last night he put roses all over the room and left a wonderful message in rose petals on the bed. I can’t say enough about Hotel Mousai and Garza Blanca In Puerto Vallarta. If you go ask for HUMBERTO(BUTLER), VIANEY(POOL CONCIERGE), ERNESTO, FELIX, AND ANGEL(ROOFTOP POOL). These people are the reason our trip was so amazing.