Hotel Mousai Cancun Adults Only - All Inclusive

We pre booked airport transportation with the hotel and had emails from them telling us to expect delays at the airport since they are extremely busy and be patient. Have a beer at the bar as the shuttle wait could be 30 min once we check in. We provided our flight info. Coming from Canada we had freezing rain and heavy snow. Our flight was delayed approx 1 hour due to de-icing and snow. They are supposed to check when our flight lands to know when to expect us. Going through customs and baggage took 1 hr and 45 min max. Get outside to where we are to meet our shuttle and they aren’t there. I call the hotel concierge and they told me that we were late and that we are on our own to get to the resort. Worst customer service ever. $160 taxi ride. Because who books a taxi last minute. Super expensive and crappy car. Worst start to a vacation ever

My husband and I had our honeymoon mousai and we were immediately amazed by how beautiful it was with the artwork! Our butlers Marcos and Rubisel went above and beyond to ensure our stay was as luxurious as possible!

We spent about a week at the hotel Mousai last week and loved EVERY SECOND. Beautiful property. Excellent staff. Really lovely week of relaxing. The hotel wasn't at full capacity so had our pick of chairs, and tried all the pool and the sea front. We loved the rooftop pool as the food up there was so good and Juan took amazing care of us knowing what we liked drinking and would make a+ suggestions and bring us samples. The beach side pool was also spectacular and Yamil would go out of his way to make sure we were comfortable and had everything we needed. They were both so fun to talk to and really went above and beyond every day. Those two particularly stand out as some of the best resort staff I've ever worked with. We went to the spa and it was DIVINE- the hydro therapy with Roman was so well organized and he was so funny and personable, and my massage therapist Victoria was one of the best i've ever worked with. The rooms were so big and beautiful and the best patio in Cancun. They were really quiet even though we were right over the breakfast restaurant and the housekeepers do an amazing job keeping it clean. Beautiful beach north of the hotel zone and really close to the ferry to mujeres if you want to leave the resort (we did not). The only downside of this resort was if you wanted to go to a restaurant that wasn't at the mousai (which was most of them) you had to go to the ajoining property which was such a different vibe (loud screaming kids on ipads etc) and it was pretty jarring. Maybe if we could get room service from those restaurants or if there was a way to make a mousai night there it would help - eating a nice steak and having a kid throw a ball at your head was not my favorite memory. Overall the MOusai was so so so good and no complaints and we can't wait to come back.

Nice experience. The food options could’ve been better, but overall a good experience. My butler Alexa provided excellent service and made sure my stay was amazing. The rooms and resort are absolutely beautiful. I look forward to coming back again.

The team at Hotel Mousai Cancun was truly great. Having stayed at both properties—Puerto Vallarta and Cancun—we couldn’t help but naturally compare the two experiences. The focus of this vacation was pure enjoyment and relaxation. While the stay ultimately delivered on that, our arrival began with a bit of disappointment related to transportation and the check-in process. The attempt to schedule us for a timeshare presentation was especially discouraging. As a Travel Agent, I consistently hear feedback from clients and monitor industry forums and I can honestly say I’ve seen very few positive experiences related to timeshare ownership. Wanting to use our well-deserved vacation time for a presentation was unfortunate. If you would like to bring me back on your dime, I would be happy to attend—until then, I’ll pass. Thankfully Alexa Carrillo, our amazing butler, quickly shifted the tone of our stay. She reminded us exactly why we came: breathtaking views, a spotless suite and true luxury. Alexa is easily one of the best butlers we’ve had throughout our travels—professional, attentive, and genuinely exceptional. Another standout was Maryann at the rooftop bar, who was warm, welcoming, and extremely attentive each day. While the service was excellent, the drinks themselves were disappointing. I shared this feedback with her and she made every effort to accommodate us. Unfortunately, the bar offerings leaned heavily toward juice-forward cocktails rather than a well-balanced, relaxing poolside beverage experience. Tipping was never an issue—we believe in showing appreciation—but ultimately I adjusted my expectations. Despite this, the service consistently exceeded expectations, even when the bar options did not. The restaurant teams across the property were extremely pleasant. Some meals were average, while others were outstanding. Bre, Jose, and Herberrito at Nao quickly became our favorites—exceptional service and energy. The expanded restaurant options at the Cancun location were a major win and truly exciting compared to the PV property. Will we return? Absolutely. The key will be choosing the right timing and the best promotional offer. We travel often, and Hotel Mousai has officially become one of our favorites among our travel choices. Thank you for hosting us—We See You!

To sum it up in one word AMAZING! The esthetic is modern luxury. The view is everything! The service is incomparable! Everyone should experience this at least once (or as often as possible)!

This place is the very best‼️. From the time we arrived it was pour heaven. You are treated so kind. Everyone is so attentive. The hotel it self. Clean, every single meal was fantastic. Our two bedroom suite. Just wow. The views are incredible. The butlers. Rubisol and Marco’s 💙. On top of everything. We asked it was there in no time. The BEST. I truly can say one of the very best places I have ever stayed. Everyone could understand what ever we were saying‼️. So if you want the very best in Cancun stay here.

I am very disappointed in this hotel. It is supposed to be all-inclusive, but it is definitely not. Waiters in all restaurants constantly reminded us that it would be nice to leave them a small tip, sometimes even demand. Upon arrival we went for a meal to roof top restaurant where the waitress politely suggested to us that it would be very nice of us to leave her a small tip. ??? Ok, we left her a tip. Next morning we went to a lobby restaurant for breakfast and the waiter was visibly upset when we did not leave any tips for him. Later on we discovered that that he added 10% any way. Then the beach snack bar. So, waiters will stop by you practically every 15 min to ask if you want to eat. :((( Once, the waiter whose english was very good, suddenly misunderstood us and doubled my order :(( When I said that I don't want this other order the reply was - but it's free for you! of course, tips were not free for us :((( Every meal we had at this hotel we left tips (they make you sign your bill). I have nothing against tips, but this hotel is ALL-Inclusive!!!. We have been to many all-inclusive hotels all over the world, including in Cancun, but never had experience like that before :((( Very very disappointing experience. I do NOT recommend this hotel.

I am so grateful for the amazing staff at the Hotel Mousai Canun location. This trip was a healing experience for my mother and I. We can't express the amount of gratitude we feel for all of the people that we encountered there. From our check-in to our check-out, they were there to help, answer questions, offer ideas and just listen if we needed them. Like I said this trip was for our healing, and we had the opportunity to do so. Will make all future trips easier and better. Can not wait to go back and see our friends, now our family. Thank you for being there for us. Fran and Frostie

The staff was incredible! From our butler Marcos to our housekeeper, everyone did a phenomenal job! The rooms were so well decorated and very clean. The bidet was my absolute favorite and the views from the terrace were breathtaking. The restaurants were fine dining at its best! Every dish we had was delicious but I could have eaten at DAO every night lol. We had an amazing experience and will be returning for a longer stay next year! The one take away is that concierge relentlessly tries to convince you to participate in a 90 minute presentation during breakfast on one of the days of your stay. Even if you tell them you’re not interested, they will approach you every time they see you in the lobby. I had to get pretty firm with them after we were approached again on the 3rd day.