2/10 Terrible
Darren, Torrance
Travelled with group
20 Aug 2024
Disliked: Staff & service
The room booked was a corner suite at 1367 sqft and the room looked small after check in. I let the hotel know and they said I had one of their largest rooms. I measured the room at it was 680 approx sqft. The hotel did not care about the discrepancy. Moreover, after check in, there was a very loud buzzing noise coming from the room speakers. It took 3 times reporting this issue and a 24 hour period to actually have them come check it. Once they did, it took them over an hour to replace the defective unit causing the issues. The hotel made no accommodation for this inconvenience or the discrepancy in room size other than extending check out by 2 hours. In my 48 hour stay, I paid nearly $2,000 USD for the room and spent $700 USD in the spa. You think for a guest spending this much they would be a little more accommodating. The supervisor Carlos was dismissive and his manager Alejandro I believe was the cause of that. He had to call Alejandro for approval and Alejandro didn’t seem to care about the issue. If you book a Corner Suite at Mousai beware it’s not 1367 sqft it’s actually less than 700.
Darren
Stayed 1 night in Aug 2024