Delphinus Xel-Há — Attraction in Quintana Roo

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...

We did the Dolphin trainer for a day and it was amazing! We were picked up from our hotel in Cancun and shuttled about 90 minutes to the park. Check in was pretty quick and we were directed where to go. After we changed, we started the experience and it was nothing short of amazing! We got to have several different interactions with most of the dolphins. In the water time was split in to multiple different segments. There was a break for lunch and our trainer escorted us to the buffet that was included and brought us back an hour later. The behind the scenes tour was very cool! Our main trainer was Leo and he was amazing as well as all the other trainers we worked with. I would highly recommend this for anyone that wants an amazing dolphin experience! Things I didn't know until we arrived is that lunch is included, you don't need to purchase a separate entry ticket. The entry ticket wasn't clear between different sites but you don't need to buy that unless you want to do other things at the park but this is an all day experience so...

We booked our Delphinus package through TUI which came with park tickets, we got the Interax package which last for 30 minutes with the dolphins. When we arrived at the park we upgraded to the Dolphin Ride as it was on promo for 23USD (£18) per person from 45USD (if i remember correctly). The overall experience was incredible, the dolphins was so well behaved and I genuinely loved every moment of it. The photo packages for the dolphins on the other hand was ridiculously expensive, we went for the middle package which included all photos (64 we got in total) which cost us 207USD (£165), the photo package cost more than what we paid to swim with the dolphins 😬

The park overall is stunning, all natural, jet packed with activities, just be aware that some activities such as Power Snorkelling, Air Bikes and a few others come with an additional charge, we was told that by booking through TUI we got 50% off the usual price too! There’s so many good photo spots around the park too! It’s just gorgeous! Just be aware of the iguanas cos they...