We stayed at Krystal Grand Cancun, right across the Delphinus Punta Cancun location. As first-time visitors from Canada, we were excited for our son to experience riding on a dolphin.

First, we were not aware that they are inside the property of Hyatt Ziva. Their website doesn’t mention anything about sharing the area with the hotel and when we visited their store front, it wasn’t obvious that they’re only renting the space from Hyatt.

Before we bought the ticket, we asked the cashier (Elizabeth) if we can take pictures and film videos of our own. She said yes but the most important information she intentionally withheld from us is that they will only allow us to film from the bridge, which is awfully far from where my son and the dolphins are, making it impossible to capture any good pictures/videos. I specifically and repeatedly asked if we can have a good view and she said yes, which was not the case.

After the orientation, we were instructed to watch from the bridge because we are not hotel guests and can’t be anywhere else. We were not allowed to stand behind the rail of the pool where the activity was, which is outright gibberish. It’s not like we’re swimming in the hotel pool or sitting on their loungers! We just wanted to stand behind the rail where my son was but the staff rudely shood us away and told us to stay on the bridge, at high noon at 37 degrees Celsius without any shade!

After the activity, they sold us the photo and video package for $204 USD, which we felt compelled to buy because we had none of our own. The worst part of it all is that after we got home and accessed the photos and videos online, we realized that the video has very low resolution! The clip also included ALL the participants’ faces, which was purposely done to extend the duration of the video! I don’t need to see 4 strangers in the personal package that I paid for! The photos were also repetitive to inflate the number of shots!

This business is money-hungry and conceals a lot of information to generate more income. They don’t disclose the small details and employs a bait-and-switch tactic! Had we been told that we can’t take good pictures, we would have gone somewhere else. In our entire Mexico trip, this is the only place we felt scammed!