1377Reviews40Q&A
Reviews
Traveler rating
- 764
- 362
- 136
- 60
- 55
Traveler type
Time of year
Language
More
Selected filters
- Filter
- English
Popular mentions
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 income. They don’t disclose the small details, employing 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!…
Read more
Date of experience: July 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Delphinus_PC, Gerente at Delphinus Punta Cancun
Responded 5 days ago
Dear Bea; We truly understand and we apologize for all the inconveniences during your visit. Your comments are very valuable for us and for sure will be helpful for improve our services and facilities. Sincerely,
Read more
This is a SCAM. They charged 109 USD pp for the experience. Half an hour on the pool. The entire thing is designed for the pictures they take - you are not allowed to take any, only their photographer. When you want to buy them, they want another 190 USD for the photos! We didn't agree - the price went down to 150. Still didn't take them. Had we known beforehand we would not have done the entire experience altogether. Don't go there. Find another vendor.…
Read more
Date of experience: August 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Delphinus_PC, Gerente at Delphinus Punta Cancun
Responded 1 week ago
Dear trabveler; Thank you very much for sharing your experience, your comments are very valuable and allow us to improve our services. We regret that the agency didn't inform you before that the photographs have an extra cost. We always try to inform our visitors through the website, agencies, our suppliers and in our ticket office that we offer different options depending on our customers budgets, unfortunately we were not able to give you what you needed. Sincerely,
Read more
Our girls (15 yrs old) really enjoyed the experience of swimming and interacting with the Dolphins. We bought the upgraded package $129 I believe, to include a "dolphin push" as well as some extra time with them, as two dolphins come and push you through the pool by your feet. They loved it. However, DURING the interaction the handler asked the girls who would like to "take a ride" with one of the dolphins, holding on to their fin while they pull you across the pool? One of the girls jumped at the chance and THEN the handler yelled up to us to get permission for the ADDITIONAL $25 for what turned out to be a 3-second "ride". Not at all worth it. Hard to yell back NO to your kid after they've already been made excited about the possibility in front of the rest of the guests. Bad form. Then, when you go inside they proceed to sell sell sell HARD on the photos. VERY EXPENSIVE digital photos. Since we were able to take a few of our own from our vantage point above the pool we declined, then the price magically drops, and drops, still making them farrrr too expensive to consider. But the sales push was uncomfortable and frankly annoying. We reluctantly paid the "in the pool upsell" for the "ride" (which unlike most things on the property could not be charged to our room) and left feeling like a really exciting experience for our girls was tarnished by the sell sell sell push. …
Read more
Date of experience: July 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Delphinus_PC, Gerente at Delphinus Punta Cancun
Responded 1 week ago
Dear traveler; We greatly appreciate the time you took to share your experience with us; your comments are very helpful for improve our services. Please receive our apologies for any inconvenience during your experience. We regret that your perception of time and activities has not been the best. Delphinus, as a socially responsible company, makes important efforts to improve the contents of the interactive programs that are carried out, as well as the well-being of the dolphins under our care. Likewise, regarding prices of photos, we offer many kind of packages for all kind of budgets in order to give our customers options for acquire their memories as well as we continuously try to innovate and improve our photo services. Sincerely,
Read more
Dolphin experience was good and everything you would expect!!!! but....the price of the photos is ridiculous. The packages we were offered was $280usd for the basic package (12 photos of your choice sent to your e-mail address) to $420usd (all pics, again sent to your e-mail address with a photo album given) we refused to pay the prices which were magically reduced as he put through a hotel discount or some nonsense story. My advice to customers would be to haggle and be prepared to walk away. My advice to Delphinus Management would be to reduce the photo prices and add the deficit to the ticket price as you make, what should be a great memory into a bitter and resentful one. Shame really!…
Read more
Date of experience: July 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Delphinus_PC, Gerente at Delphinus Punta Cancun
Responded 2 weeks ago
Dear traveler; We appreciate your visit and feedback about your experience, they are very valuable and allow us to improve our photo services continuously. Sincerely,
Read more
Absolutely disgusting. Overpriced and a total rip Off. Rude employees who DO NOT care about the dolphins only profit. Dirty water. Sad dolphins. My husband & kids got sick from the dirty water. Feces floating in the pool. Let my kids watch as other kids rode the dolphin fin and tried to tell us that we didn’t get the package that had that activity. Nothing was explained to us upon checkin. RUDE RUDE RUDE!!!!!!!! Please do not waste your money. We have done this before at about her location & had a wonderful experience. Do not be fooled. And on top of 300 to enter they ask for an extra 200 for photos. They only want your money. Don’t GO!!!!!!…
Read more
Date of experience: July 2022
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Helpful
Response from Delphinus_PC, Gerente at Delphinus Punta Cancun
Responded 1 week ago
Dear traveler; Thanks for your comments, they are very valuable and allow us to improve our services continuously. We apologize for the inconvenient that prevented us from providing a wonderful experience for you and your family. Regarding the conditions of the water, being a natural lagoon, it can sometimes lose the clarity of the water with the presence of seaweed (not feces), however that does not mean that it is dirty or unhealthy. I assure you that we love our dolphins, and our habitats are safe and healthy for them and our visitors. We have certifications from IMATA and Alliance of Marine Mammals Parks and Aquariums. So, with all certainty we can say that the extension of our habitat, as well as all standards of animal care such as veterinary medicine, establishment of behavior, nutrition, and spaces, among others, comply with the provisions of both Mexican and foreign standards. Sincerely,
Read more
