Delphinus Xel-Há

Very impressed! We were here during covid so there was probably 1/4 of the usual crowd on a Thursday. No waits for anything, except 10 mins for the slide on the light house. Probably the best you could ask for. Food and service were great. No complaints. All of the included entry price activities were plenty for a full day in the park. We did not feel the need to pay extra for other activities, but they are there if you want them.

They try to rip you off for the pictures. $60 for all 60 pictures of the entire group including the ppl you don’t know in the group OR $10 PER digital picture if you don’t want all 60. What a RIP OFF! I know it’s been slow bc of covid but charging ppl ridiculous prices for pictures is NOT going to help! You’ll get better pictures for free by having someone stand on the outside of the activity as a spectator. Most of the trainers do not speak fluent English so if you have a question about the dolphin mid activity they will Prob not be able to answer. Every trainer is different so sometimes the activity is more fun than other times depending on the trainer. The price varies every time depending on how good you are w negotiating prices. Just not very professional all around.

We loved the dolphins and the Xel-Ha park; however, the entire experience was ruined by the extremely unprofessional transportation staff. We were picked up from our hotel 20 mins late (the scheduled pick-up time was 7:40am; however, the driver didn’t even arrive until 8am) and then just as we left the hotel, we turned around and came back to pick up two additional tourists, who were apparently late. We had seen those individuals at the breakfast buffet earlier and they definitely weren’t even in a rush. The driver then dropped them off somewhere else, so that they could be transferred to another shuttle, since apparently, they weren’t even a part of our tour. As a result of all this, we didn’t even arrive to the park until 10am (almost an hour later) just in time for our 10:25am dolphin interaction. This resulted in a significant reduction of our entire time in the park. Luckily, Xel-Ha wasn’t as crowded due to Covid-19, as it would usually be; however, we still barely had enough time to explore. As it was vaguely explained by the driver, who primarily spoke Spanish during the trip and didn’t even bother explaining all of the details to us (we were the only two people out of the group of 6, who didn’t speak Spanish), we would need to be back by 5:30pm; however, due to the size of the park and unclear directions from the driver, we weren’t able to find the pick-up spot until 5:45pm. To our surprise, there was no one waiting for us and we were told by other drivers that our shuttle must have left. This was a complete shock to us, as there were only 6 people total (including us) on the shuttle and the fact that the driver didn’t even try waiting for us was totally unacceptable. I’m not sure if it even crossed his mind, that we were left stranded in the middle of nowhere 2 hours away from our hotel in Cancun. We tried contacting the Delphinus customer service and we were able to get in touch with one representative, who wasn’t able to provide any assistance or any response at all, and said that he would transfer us to someone, but ultimately, just hung up and never answered the phone again. After a lengthy research (luckily, our phones weren’t completely dead yet), we were able to get back to our hotel 5 and a half hours LATER. This included two separate cab rides and trips on two different buses. We weren’t prepared for any of this and didn’t even bring much cash with us and only had credit cards, so all of this made the situation even more complicated. Luckily, we met some nice and understanding locals along the way, who were able to help us with directions and other advice. But the fact that the driver left two females in the middle of nowhere and we had to find our way home without barely any cash, dead phones and in the middle of the night, was just mind blowing. And this is the service we PAID for and it was supposed to be included as a part of the tour! The entire “adventure” of getting back to the hotel cost us over additional $100 and a lot of stress and wasted time. On a side note, we also went to Xel-Ha back in February of this year and were with a large tour bus, but even then the driver waited for every single tourist he had on his list, even though some individuals were almost an hour late. Now during the current situation and the current economic crisis, it just amazes me how little this company cares about the customer satisfaction and brining the business back. This definitely isn’t the best strategy, considering how much the businesses must have suffered due to the large reduction in tourism. The way this situation was handled is extremely unprofessional and unethical. I’m not sure if this would have been different had we been from Mexico and/or spoke fluent Spanish, but I definitely wouldn’t recommend anyone doing business with this company and wasting money on any of their services.

It was a really nice experience with the dolphins Some what expensive but not as expensive as the pictures

We had a fantastic day here with transport to and from the hotel included. We booked tickets which included swimming with dolphins. This was an amazing experience for our family. Our 3 boys loved it and we loved seeing their smiles and ours. Our trainer was fantastic and gave us so much information. Our only problem with this was the cost of the photos which had they been a lot cheaper we would have loved to have had them all but they were so highly priced that as a family we had to make the decision not to buy them as we would always remember it anyway. As we walked away a member of staff chased after us with an offer for our booking which meant he could reduce the price but it still wasn't enough however we did end up buying 1 picture with us all on and a dolphin. This start did spoil our dolphin experience a bit giving us an uncomfortable feel. The park is very large with lot's to do and good and drink is included - buffet style so you can have as much as you want. A good family day out.