FAQs

Can I cancel/ amend booking?

Yes, but subject to amendment and cancellation charges. Details please see Amendment Policy and Cancellation Policy.

If I'm sick or not feeling well, can I cancel my booking?

If unable to cruise please inform Dream Cruises or your Travel Agent immediately. Cancellation penalties may apply.

If I arrive at the Pier late (i.e. ship has departed), can I fly to next port to board the ship?

It may be possible but at guests own expense.

What is the policy for school groups or minors under 18 years travelling together?

One adult / guardian/ teacher 18 years+ can escort up to 3 children (minors) under 18 years with the authorization from their parents and/or certified caregiver. At least one adult 18 years+ must be in each stateroom.

What is the check in & check out procedure?

Online check-in is available from 90 days in advance prior to departure. Guest may access online check-in here. There will be designated counters for guests that have done online check-in.

City check-in in Hong Kong and Singapore are available from 2 days up to 1 day in advance prior to departure. Guests who embark in Hong Kong please click here to learn more.

Check-in and boarding times depend on ship schedule. Please refer to your cruise tickets which will highlight boarding/check-in times.

Guests are required to present their cruise tickets at check-in counter to obtain their stateroom key card.

It is not mandatory for guests to provide credit card/debit card or cash deposit to establish their onboard account. However, pre- authorization will facilitate faster Express check-out and final settlement of your account on the last day of your cruise.

Alternatively you may approach reception to settle your account.

Once you have settled your stateroom account you may collect your passport & disembark.

The Palace guests can enjoy their priority check-in, priority embarkation and disembarkation.

Disembarkation will only commence after ship clearance is obtained from local Authorities.

Luggage

For your comfort, guests are advised to travel light. Each person is allowed to bring along up to two pieces of personal luggage onboard. Luggage check-in will be available at the check-in counter.

However, open bags, plastic bags and any fragile items in luggage are not encouraged to be checked in. All important medicine or important document must not be placed in checked in luggage as it might take time for your luggage to be delivered to your Stateroom. It is advised to check with the airline for baggage policy if you are travelling by air.

What should I wear?

Smart casual is encouraged at all Food and Beverage outlets at all times. Shorts and slippers are allowed in open pool decks and Lido only. Do remember to bring along appropriate attire for the pool, spa and gym if you wish to use the facilities.

Are we allowed to bring raw food?

No, subject to local quarantine regulations.

Can I bring my pets onboard?

For the convenience of other guests and in an effort to help us provide the cleanest and most sanitary accommodations possible, pets of any size are not permitted on the vessel.

Does Dream Cruises offer visa on arrival?

Yes, a visa on arrival can be arranged for most nationalities on the Vietnam itinerary providing guests book ship arranged shore excursions. Guests under their own arrangements are responsible for their own visas.

Visitors who travelling to Japan by cruise ship with valid passports is not required Japan entry visa (disembark or newly embark is inapplicable). Passenger is required to prepare a photocopy of passport (bio data page) in A4 paper size for landing.

Does Dream Cruises have a mobile application?

Yes, please refer to Dream Cruises Onboard App for details.

Is every stateroom equipped with China-standard sockets?

Each stateroom will have 2 Chinese 3-pin sockets and remaining will be HKG sockets (UK). All staterooms have USB sockets on each side of the main bed.

Does Dream Cruises have cellular service?

We have Wi-Fi, costs are subjected to various Wi-Fi packages. Please refer to Wi-Fi Pricing.

Can I withdraw cash at Front Counter/Reception or at a ATM onboard?

Front Office/Reception offers a currency exchange service. There are no ATM’s onboard.

Can I convert the unused onboard Credit to Cash?

Onboard Credit is strictly nonrefundable or redeemable for cash. Please refer to Privileges for detail.

Is there any credit card pre-authorization upon check-in? If there is, how much is the authorization hold?

It is not mandatory to provide credit card / debit card or cash deposit to establish onboard account. However, pre-authorization will facilitate faster check-out and final settlement of your account on the last day of your cruise.

Guests may log in to Quick Pay Self Check Out system to apply preauthorization by scanning the Quick Pay QR codes onboard. For World Dream, guests also have the option to sign up for the pre-authorization at the moment they get their Stateroom Access Card at the embarkation hall.

For security and fraud protection, credit cards issued by certain organizations may be declined by the system.

For optimal onboard experience of guests, there is also minimum pre-authorization amount as follow (may adjusted at the discretion of ship management on case by case basis):

- 5 or 6 night sailings: HKD 5,000 / SGD 250
- 3 or 4 night sailings: HKD 2,000 / SGD 200
- 2 night sailings: HKD 2,000 / SGD 150
- 1 night sailings: HKD 1,000 / SGD 150

What are gratuities?

Dream Cruises charges a per person gratuity as part of our cruise offering. The gratuity will be charged onboard to our guests’ stateroom folio at the end of the cruise, when the guest settles their onboard expenses.

Stateroom Type	Genting Dream (2 years and above)	World Dream (2 years and above)	Explorer Dream (2 years and above)	Below 2 years old
Palace Villa	HKD150	SGD26	NTD580	N/A
Palace Penthouse
Palace Deluxe Suite
Palace Suite
Balcony Deluxe Class	HKD120	SGD21	N/A
Balcony Class			NTD450
Oceanview Class
Porthole Class	N/A	N/A
Interior Class	HKD120	SGD21

*Above rates are per-person and per-night. Gratuity policy is subject to change at any time.

Do I have to pay a service charge?

18% service charge will be applied to onboard Food & Beverage (F&B), as well as for the Spa & Salon.

Do we have Formal Night/Gala Dinner?

No, however on every 5N cruise we will have a Dream Night and other themed nights may be arranged from time to time.

Can I make request for certain dietary needs (Allergies, gluten free food, Jain, Kosher, Vegetarian, also Indian Vegetarian, etc) Is it complimentary? If otherwise, what would be the cost?

Yes. Additional cost may apply. Guest can contact us to make request.

Can I bring wine/liquor onboard?

Guests are strictly prohibited from bringing any alcohol, alcoholic drinks, intoxicating liquor, or beverages onboard the ship.

We will safeguard any alcoholic beverages brought on board until disembarkation. Alcohol brought onboard will be collected by security at the gangway and guests may collect their bottles at the gangway during disembarkation.

What is the minimum age of a guest allowed to purchase any alcoholic beverage onboard?

Guests must be at least 18 years old to be served wine and beer.

Dream Cruises reserves the right to refuse service of alcohol to any guest that it believes is underage or who does not have the proper identification (a government-issued photo ID).

Does Dream Cruises provide complimentary birthday cake?

Yes, guests with birthday within the cruise (including disembarkation day) are entitled.

What would be the procedure for arranging cocktail party and meetings?

Please contact us to request with Dream Cruises before sailing, or contact ship’s personnel once onboard.

Is there any outlet seating arrangement? (1st/2nd/Free seating)?

It is free seating for inclusive outlets. Reservations are required for specialty outlets.

Can I bring electronic devices such as iron onboard?

No irons or any form of heating or cooking equipment is allowed onboard. All is subjected to Marine Safety Standards.
All staterooms have a kettle.

Is it safe to drink water from the Stateroom’s tap?

Yes tap water in stateroom is drinkable.

Does Dream Cruises allow smoking in staterooms?

Smoking is not permitted in staterooms. Smoking is permitted in designated areas only.

Is there a safe in all staterooms?

Yes.

Is Entertainment complimentary?

Yes, all main shows in Zodiac theatre and most of the general entertainment around the ship are complimentary. Additional charges may apply to special events or performances from time to time. For detailed shows schedule, please refer to the shows schedule in the Dream Daily or Dream Weekender.

How will I know the daily activities onboard?

There will be a daily ship newsletter delivered to your stateroom detailing all activities. This will also display on your stateroom TV.

How deep are the swimming pools?

2 metres at the deepest point.

Are there lifeguards onboard?

No, but we have highly qualified pool attendants.

What is the pool policy (are children who are not yet toilet trained be allowed – with or without swimming diapers)?

Children under 12 years must be accompanied by an adult. They must be toilet trained and no diapers allowed.

Is a baby crib available? If yes, what kind of crib is available for selection?

Genting Dream and World Dream: We have Pack n Play cribs (size: L40” x W 28.5” x H 29”) and regular wooden cribs (size: L40” x W25.5” x H38.5). Yes, a baby crib will be provided on request.

Explorer Dream: We have 10 Baby Cribs.

Is there a kids club? Is it complementary?

Little Dreamers Club is complimentary during non-peak season and available for children 2 to 12 years of age. A maximum of 2 hrs per child will be free of charge and succeeding hours will be chargeable during peak season.

Is babysitting service available?

Yes, available at additional charge for children 1 to 12 years. Will be charged on a per hour per child with the maximum of 4 children in a stateroom.

If guests buy products at a certain port of call during shorex, will it be allowed to be brought onboard?

Most souvenirs are allowed. Please refer to Customs/Ship's restrictions on prohibited items.

What is a shore excursion?

When the ship docks at a new port, one of the best ways to explore is through a shore excursion. Shore excursions are chosen by you based on your interest, activity level, or at your request, customizable to your group. Dream Cruises offers a variety of shore excursions that will take you to memorable sites to experience the local culture at each destination.

It is highly advised to book your excursions through Dream Cruises, as our trusted tour operators have been carefully selected to meet our high standards. Every effort is made to ensure that each tour operates safely, and must co-ordinate with our shipboard team. In the event your return from a tour is delayed, Dream Cruises is able to closely monitor, and hold the ship for you if necessary.

How do I book shore excursions?

You can book at the time when you are making your reservation or via dedicated Shore Excursions & Cruise Consultant once onboard.

I don't want to join your Shore Excursion, I'd prefer my own arrangement, what should I do?

Priority disembarkation is given to ship arranged shore excursion guests, followed by Free & Easy guests under their own arrangement. Please be aware if arranging own shore excursions or Free & Easy arrangements, we are unable to provide any visa on arrival for Vietnam. Please follow ship's program for disembarkation time.

Safety Information

The Dream Cruises vessels are designed according to International Regulations with your complete safety in mind and features state-of-the-art safety and security equipment.

The vessel is equipped with various safety systems and lifesaving appliances such as lifeboats, rescue boats and marine evacuation system and. All Dream Cruises officers, staff and crew are thoroughly trained to respond to any emergency, 24 hours a day.

In accordance with International Maritime Regulations, a mandatory passenger muster drill is conducted with all newly embarked guests prior to or upon departure.

It is your responsibility to attend this drill as well as familiarize yourself with the vessel’s safety and emergency procedures, including the escape route from your Stateroom. Our Assembly Stations are located on decks 6, 7 and 8. The escape route to your Assembly Station is indicated on the inside of your Stateroom door.

Lifejackets will be distributed by the crew at the Assembly Station in the unlikely event of an emergency.

What if I am sick?

If you need medical assistance onboard, you may call the ship’s doctor or the Reception. There will be a charges for medical services rendered.

Guests are advised to bring their own medical equipment if necessary (e.g., Nebulizer, C-pap, Bi-pap, medicine, oxygen, etc.). You must check with our Reservation Department or Reservation Centre before sailing to see if the equipment is allowed onboard.

In case of any emergency, arrangements will be made to transport guests to the nearest hospital.

Smoking Policy

Smoking is permitted at designated open deck areas and indoor locations only. Please use the ashtrays provided. For environmental and safety reasons, it is strictly forbidden to throw cigarettes over board and to smoke inside the Staterooms. Please refer to your Stateroom TV for detailed Smoking Policy.

Disposal of Medical Objects

In order to ensure the safe disposal of sharp items such as needles, syringes, lancets or other sharp objects while on-board, our Housekeeping attendants have access to sharps containers, which can be provided to you to keep in your stateroom.

Does Dream Cruises provide complimentary birthday cake?

Yes, guests with birthday within the cruise (including disembarkation day) are entitled.

Does Dream Cruises offer weddings/vow renewal?

Yes, available on request. Please visit our website or contact us to make request.

What kinds of facilities for disability are available?

For our guests with disabilities, please contact Reception for the facilities below.
– Wheelchair and wheelchair accessible Staterooms are available.
– Wheelchair users should be reminded to request an accessible stateroom.

Do we have wheelchairs?

Yes, we will have wheelchairs available on request and a declaration form with deposit is required at time of borrowing. Should guests require wheelchair use on a permanent basis they should bring their own. Wheelchair users should be reminded to request an accessible stateroom.

*Use of wheelchair is not permitted at shore side of ports of call.

Are there any special requirements for mobility impaired guest requiring a wheelchair?

Guests who are unable to take a few steps without assistance from a supportive device will be unable to board the tenders* to go ashore. Please note that collapsible wheel chairs are allowed, but the guest must be independently mobile to board and exit the tenders. Crew members are there to assist, but they cannot support, carry or lift guests on board the tender for safety reasons.

If guests are unable to tender or disembark due to the above circumstances, there will be no refund or credit for missed ports. While we recognize your disappointment, the safety of both guests and crew takes precedence.

*Tender is a small boat used to transfer passengers from ship to shore when the ship is at anchor.

What’s the procedure to settle bill and get back the travel document?

Once you have settled your stateroom account, you can then collect your travel document.

Disembarkation

Disembarkation will only commence right after ship clearance is obtained from local Authorities.

Does Dream Cruises offer early disembarkation/ easy walk-off?

Palace guests will have priority disembarkation arrangement. But it is still subject to immigration procedure.

May I know the contact details for lost and found (post sailing)?

Please contact Customer Service.

What is DreamElite

DreamElite is the customer recognition programme of Dream Cruises. It is our heartfelt way to thank our valued customers by bringing them a host of benefits and privileges to enrich their cruising experiences. General, Jade, Sapphire, and Diamond are the four membership tiers. Upon enrolment, you will become a General member and you can start earning Dream Points for every qualified cruise night and spending on board. The more Dream Points you earn, the higher your membership tier and the more privileges you can enjoy.

he Dream Points required to maintain the current membership tier and upgrade to the next tier are set out below. The tier status awarded is based on the total Dream Points accumulated in the past 36 months.

Membership Tier	Requirement
General	Upon enrolment, from 0 to 499 Dream Points
Jade	Members who have earned 500 to 4,999 Dream Points
Saphhire	Members who have earned 5,000 to 29,999 Dream Points
Diamond	Members who have earned 30,000 Dream Points or more

How do I enrol DreamElite?

You may enrol online at Web Enrolment Form, or by completing a written enrolment form, or by registering directly with the Dream Cruises Customer Contact Centre.

DreamElite loyalty programme is complimentary. Membership is open to anyone aged 18 or above. To enrol, he/she must provide accurate personal details including full English alphabetic name on passport, valid email address, mobile number, date of birth, country/region and city of residence.

How do I earn Dream Points?

You will be eligible to earn Dream Points as soon as you enrol in our programme. If you enrol on board before check-out, Dream Points will be accumulated automatically for all qualified cruise nights and spending for the same cruise trip.

You can earn 1 Dream Point for every USD 1 spent up to a maximum of 10,000 Dream Points per transaction charged to your stateroom access card. The more Dream Points you earn, the more benefits and privileges will be offered. You will also earn 200 Dream Points per cruise night or 400 points per night for Dream Palace bookings at standard fares once you complete your qualified sailing.

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