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Delphinus Xel-Ha

Features Animals
Tulum, Mexico
About Delphinus Xel-Ha
Enjoy the best Swim with Dolphins program in the biggest natural aquarium of the world, Xel-Ha Ecopark.Delphinus Xel-Ha is inside the Xel-Ha Ecopark, located on the freeway of the Mayan Riviera just 10 minutes from Tulum.Our facilities in Delphinus Xel-Ha at Riviera Maya just like in all of our dolphinariums, are extremely comfortable for our dolphins and visitors. Dolphins enjoy in an area ten times bigger than the established by the Mexican Official Norms.
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Delphinus Xel-Ha
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Tiffmcc70 wrote a review Jun 2021
Evansville, Indiana5 contributions2 helpful votes
Beautiful park. Everything was organized and easy. The dolphin experience was very cool. We purchased the picture package which was expensive of course but made great memories. Would definitely recommend this excursion
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Date of experience: June 2021
Response from IvanPat05, Coordinador de atencion al visitante at Delphinus Xel-Há
Responded 4 weeks ago
Dear Tiffmcc70, Thank you so much for takin your time to share with us about your experience, is very important for us to see the recognition about our organization and staff. We are so happy to be part of a beautiful moment for you and your family and have helped you to take these great memories home with the picture package. We hope to have the oportunity to recibe you again. Kind regards
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Friedfam5 wrote a review May 2021
15 contributions1 helpful vote
My 3 kids did this activity during our visits at Xel-Ha and said it was amazing (except the water was kind of cold.) They did the dolphin ride and we paid for the photos that were taken of them and got the 1 free framed picture of each kid. Directions were done in English for them while the rest of the group had Spanish. Dolphins were not the usual big size. Definitely recommend!
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Date of experience: May 2021
Response from IvanPat05, coordinador de atencion al visitante at Delphinus Xel-Há
Responded May 19, 2021
Dear Erinfl485; Thank you very much for taking your time to share with us about the experience of your 3 kids swiming with dolphins. We are so happy to know that this experience was amazing for them. For us the animal welfare is very important and our animal care specialists are commited to take care of our dolphins, in our habitat we have different ages and physical size dolphins so each one is diferent and special. The water in our habitat comes from a natural connection with cenotes and the sea, for that reason temperature is kind of cold. We are so happy to have your recognition about the effort of our staff and we hope to have the opportunity to receive you again here. Best regards.
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MissCA wrote a review Oct 2020
San Diego, California1 contribution3 helpful votes
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. In addition, their photography services are a complete rip-off. The photographer we were assigned to took only a few photos, most of which weren’t even from good angles/of a good quality and with no videos at all and we were offered to buy a package for almost $200, which is outrageous considering the number/quality of pictures. We then inquired about the cost of just one picture and were told it would be $40! Of course, we turned around and walked away from such a “great deal”. As we were leaving the Delphinus area of the park, we were approached by another employee, who offered us to purchase ALL of the photos for $70 total. While this was still a lot, it seemed like a more reasonable cost and we agreed. This example just further suggests how unethical this company’s practices are and their main focus is the financial gain instead of the customer satisfaction.
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Date of experience: September 2020
3 Helpful votes
Response from IvanPat05, Coordinador de ATN al visitante at Delphinus Xel-Há
Responded Oct 20, 2020
Dear Missolli Thank you so much for share your comments about your experience, which allow us to improve our service. We are sorry about the inconvenience and we are investigating about it with the responsable of the transportation area. We are constantly reviewing our transportation process to ensure the highest quality service, and comments like yours help us a lot. For your peace of mind, I assure you that we will take the measures we consider necessary to continue improving. We hope that you can give us another opportunity to serve you again in a near future. Kind regards.
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emc476 wrote a review Feb 2020
Toulouse, France31 contributions35 helpful votes
We were staying at the Bahia principe coba and booked this outing via our rep. We knew you could get it cheaper if we’d booked a few months in advance but we were not sure of the place itself, being our first time in Mexico. It turned out to be a fabulous day. The whole park is marvellous, your wrist bands from your hotel, if you had booked all inclusive, got you drinks and meals free in the park too. We spent the first hour with the dolphins, they were doing tricks and we were taught how to do little things to make them say no or he’s etc. All the time in their pool area, they behaved very well. The photos are very expensive and you cannot take your own camera, but I suppose it helps feed the animals and keeps their Apple Macs up to date. The park was brilliant, we snorkelled in a beautiful area with all kinds of fish. We went down the lazy river, and swung from trees into the water. My husband and I are early 50s, my son 12, this didn’t stop us having a ball. Back with the dolphins, in their pool area, we swam with them this time, they’re beautiful creatures and as long as you listen carefully to the instructions given you should be fine and never upset them. This was my dream come true.
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Date of experience: October 2019
2 Helpful votes
Response from IvanPat05, coordinador de atencion al visitante at Delphinus Xel-Há
Responded Feb 26, 2020
Dear Traveler Thank you very much for taking your time to share your experience with us, we are so happy to know that it was amazing and unforgettable for you. Also is really important your recognition about the effort of the animal care specialists. We know that some people consider that the price of our photographs is high; but the price is in the average price of photos of people swimming with dolphins in the area (Cancun and the Mayan Riviera). Delphinus as a Socially Responsible company, makes important efforts to improve the interactive programs and the welfare of the dolphins under our care and also leave a positive mark on the community, as well as on the wildlife. Each year our organization participate in social and environmental projects, such as beach cleanings, ecological and artistic festivals for the community, among many other actions. We hope to have the opportunity to receive you again here. Best regards.
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Ann P wrote a review Jan 2020
11 contributions10 helpful votes
Had a great time. Beautiful place, so natural. The only thing that was negative was we missed the lighthouse/slide, that was our own fault, they close at 5:00 and we didn't get there until 5:15. We should have checked the time that that attraction closed. Loved the fact that the park was all inclusive. Very fun! Would go back!
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Date of experience: January 2020
1 Helpful vote
Response from IvanPat05, Coordinador de Atencion al visitante at Delphinus Xel-Há
Responded Jan 29, 2020
Dear Ann P Thank you very much for taking your time to write and share your coment about your visit, we are so happy to know that you enjoy this beautiful and natural place. We hope to have the opportunity to receive you again here. Best regards.
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