On Board Experience
The Palace FAQ
Teenagers & Children
Tour & Travel
Safety & Health
Special Services / Arrangement
Can I cancel/ amend booking?
If I'm sick or not feeling well, can I cancel my booking?
If I arrive at the Pier late (i.e. ship has departed), can I fly to next port to board the ship?
What is the policy for school groups or minors under 18 years travelling together?
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.
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?
Are we allowed to bring raw food?
Can I bring my pets onboard?
Does Dream Cruises offer visa on arrival?
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?
Is every stateroom equipped with China-standard sockets?
Does Dream Cruises have cellular service?
Can I withdraw cash at Front Counter/Reception or at a ATM onboard?
Can I convert the unused onboard Credit to Cash?
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 Deluxe Suite|
|Balcony Deluxe Class||HKD120||SGD21||N/A|
*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?
Do we have Formal Night/Gala Dinner?
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?
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?
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?
What would be the procedure for arranging cocktail party and meetings?
Is there any outlet seating arrangement? (1st/2nd/Free seating)?
Can I bring electronic devices such as iron onboard?
All staterooms have a kettle.
Is it safe to drink water from the Stateroom’s tap?
Does Dream Cruises allow smoking in staterooms?
Is there a safe in all staterooms?
Is Entertainment complimentary?
How will I know the daily activities onboard?
How deep are the swimming pools?
Are there lifeguards onboard?
What is the pool policy (are children who are not yet toilet trained be allowed – with or without swimming diapers)?
What are The Palace dining privileges?
Dining privileges include:
- Exclusive access to the Palace Restaurant with complimentary dining, including delicacies created with premium ingredients and exclusively featured gourmet items
- Set meal entitlements at Palace Restaurant and designated specialty dining restaurants
- Complimentary healthy meal options in the Palace Restaurant
- Happy Hour with complimentary drinks such as selected wines, beers, spirits and non-alcoholic beverages at selected venues
- Free-flow of Chinese and Japanese teas, and coffee throughout the day at selected venues
- Priority booking for Chef's Table* and Vintage Room
- Complimentary in-suite dining for Palace Villa guests
*only applicable to Genting Dream and World Dream
Note: Actual privileges, facilities and amenities of The Palace may vary by ship. Privileges are subject to change without prior notice.
How many set meal entitlements do I receive?
Each guest staying in the eligible suite category receives one (1) lunch and one (1) dinner entitlement per day. Complimentary breakfast is available to all Palace guests at the Palace Restaurant, Dream Dining Room and The Lido and are not counted into set meal entitlements.
Explorer Dream: Depending on the duration of your cruise, each guest receives 3 (2-Night), 5 (3-Night), 7 (4-Night) or 9 (5-Night) entitlements.
World Dream: Depending on the duration of your cruise, each guest receives 4 (2-Night) or 5* (3-Night) entitlements.
Genting Dream: Depending on the duration of your cruise, each guest receives 3 (2-Night) or 5 (3-Night) entitlements.
*With effect from 21 November 2021, each guest will receive 6 entitlements
Who is eligible to receive the Palace dining privileges?
Do children receive the same dining privileges as adults do?
Are dining privileges assigned per guest or per suite? Can I share or transfer my set meal entitlements with non-Palace guests?
Are beverages included in my set meal entitlements?
If I do not use all of my set meal entitlements, will I be reimbursed?
If I do not use my set meal entitlement during a specific meal time, can I add this to a future meal time and enjoy two meals during that meal time?
Are the set menus offered to Palace guests for their meal entitlements the same menus offered to non-Palace guests at the specialty dining restaurants?
Which meal times are included in the set meal entitlements?
Is breakfast included in the set meal entitlements?
Besides breakfast, lunch and dinner, what other meal options are available in the Palace Restaurant?
The Palace Restaurant is designed to welcome all Palace guests to the complimentary comfort menu, which is available outside of regular meal times/teatime, as well as afternoon tea and supper*. This meal does not count towards the set meal entitlements.
*Supper is only available on Genting Dream.
What restaurants are included in the set meal entitlements?
Explorer Dream: Designated restaurants include Palace Restaurant and, specialty dining restaurants include Silk Road Chinese Restaurant, Umi Uma, Hot Pot, Blue Lagoon.
World Dream: Designated restaurants include Palace Restaurant and, specialty dining restaurants include Silk Road Chinese Restaurant, Umi Uma, Seafood Grill & Prime Steakhouse by Mark Best, Hot Pot, Blue Lagoon.
Genting Dream: Designated restaurants include Palace Restaurant and, specialty dining restaurants include Silk Road Chinese Restaurant, Umi Uma, Seafood Grill & Prime Steakhouse by Mark Best, Hot Pot and Blue Lagoon.
Are set menus available 24 hours?
What are the opening hours of the eligible restaurants?
What other dining options are offered onboard?
Is a table reservation required to enjoy set meal entitlements?
How can I make a reservation at a restaurant?
Before you cruise: Guests can reserve a table for their set meal entitlements after performing online check-in. Applicable to Genting Dream only.
On board: Butlers or the Butler Concierge Service are happy to make any necessary arrangements for Palace guests. Butler Concierge Service at Palace Reception is available 24 hours.
What happens if I cancel my table reservation?
Can I use my set meal entitlements at repeated restaurants?
If restaurants cannot be repeated, where can I eat if my set meal entitlements exceed the number of eligible restaurants available on board?
If I wish to enjoy multiple lunches or dinners during the day, do I have to pay for these meals?
If I arrive at the restaurant late, how long will the table be held for me?
Can I request for special dietary requirements for my set meal entitlements?
Can I use my set meal entitlements on room service?
Where can I find the menus for each eligible restaurant?
Will I be assigned specific dining times?
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?
Is babysitting service available?
If guests buy products at a certain port of call during shorex, will it be allowed to be brought onboard?
What is a shore excursion?
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?
I don't want to join your Shore Excursion, I'd prefer my own arrangement, what should I do?
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.
Disposal of Medical Objects
Does Dream Cruises provide complimentary birthday cake?
Does Dream Cruises offer weddings/vow renewal?
What kinds of facilities for disability are available?
– 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?
Does Dream Cruises offer early disembarkation/ easy walk-off?
May I know the contact details for lost and found (post sailing)?
What is DreamElite
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.
|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?
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 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.