over all excellant

Accommodation was exellent, the only down side for 7s was that it ran out of a lot of the frinks that my wife would normally be able to get at any other resort, this is dispite them being sold as a premuim drinks package resort.

Het was voor mij de 2e keer dat ik het hotel dreams macao bezocht. De eerste keer was vorig jaar in januari, je merkt wel een groot verschil tussen hoog en laag seizoen. Het was nu rustig in het hotel waardoor er ook sommige restaurants gesloten waren. Personeel doet wel enorm zijn best om je een goede service en leuke ervaring te geven. Eten is lekker, gebouw en kamer is goed onderhouden en proper. Animatieteam doet zijn best. Voor mij een groot negatief punt: Ze proberen je te overtuigen om lid te worden als premium member van hun hotelketens waardoor je korting krijgt op volgende reizen, deze uitleg heeft ons 2u gekost en ze vragen absurde prijzen van 10 000 euro om premium member te worden. Tijdverlies en jammer dat ze je proberen dingen op te dringen.

FORMAL COMPLAINT AND LETTER OF CLAIM Booking: ********** Hotel: Dreams Macao Beach Punta Cana, 11 to 21 September 2026, 10 nights Travellers: Jamie Moran, Laura Moran, and four children aged 8, 6, 3 and 4 months Package price: approximately £10,000 Date: [DATE] This is my formal complaint following the notices of lack of conformity submitted in resort on 16 September 2026 [complaint reference if held]. It is made within 28 days of return under the Package Travel and Linked Travel Arrangements Regulations 2018 and is a letter of claim for the purposes of ABTA and, if necessary, County Court proceedings. 1. Summary TUI sold a premium family all inclusive holiday at a price in excess of £10,000. What was delivered was a wedding hotel with food we could not eat, pools we could not use with our children because of unenforced smoking, slides our younger children were excluded from, and no pool service. We complained every day from arrival, formally asked to be moved on 14 September, and were refused unless we paid a further £4,645. TUI has since put us up at a sister hotel under the same ownership, minutes away, which a TUI representative confirmed had been under 40 percent occupancy the whole time. A remedy was available and TUI chose not to provide it. 2. The lack of conformity (a) Food. The quality of food across the hotel was so poor that our family stopped eating at the hotel. We paid approximately $100 USD per round trip to leave the resort for food on around seven occasions, roughly $700 USD in total, receipts totalling [RECEIPT TOTAL] enclosed. Food is a core contracted service of an all inclusive package. Photographs of meals enclosed. (b) Smoking at the shared pools. Guests smoked at the shared pools throughout our stay and staff did not enforce any restriction. With four children including a 4 month old baby we could not use them, leaving only a small children's pool. Timestamped photographs enclosed. (c) Children's facilities. The water slides have a height restriction which excluded our 3 and 6 year olds. This was not disclosed at the point of sale. TUI's own listing for the hotel as at [date of screenshot] described it as suitable for families and made no mention of the restriction. Screenshots enclosed. This is a failure of the pre-contractual information requirements in Regulation 5 and Schedule 1, and under section 50 of the Consumer Rights Act 2015 that information forms part of the contract. (d) Service. There was no drinks or towel service at the pools at any point during the stay. (e) Room charge. On arrival the hotel attempted to charge £440 for connecting rooms for a family of six with a baby. This was only withdrawn after a prolonged and stressful dispute at check in, on our first night, with four tired children. TUI's booking should never have placed a family of six in rooms that required a supplement to be usable. (f) Medical. My wife suffered food poisoning during the stay and lost several days confined to the room. When we sought basic medication the hotel attempted to charge $100 USD for ten ibuprofen and ten paracetamol, text message enclosed. That pricing deterred us from seeking further medical treatment in resort for fear of the cost. She was unable to participate in the holiday for those days. (g) Nature of the hotel. During our stay at least five weddings took place in the hotel. We repeatedly had to detour around ceremonies and receptions in shared areas with our children. On 22 September a TUI representative at Dreams Onyx, Abel, told us that Dreams Macao is mainly used for weddings and that TUI should never have placed our family there. Signed note of that conversation enclosed. 3. Complaints made and TUI's failure to remedy We raised the food, smoking and facilities issues with hotel reception and guest services every day from 11 September. On Monday 14 September we formally asked to leave and be moved. On 16 September at 11:11 TUI Booking Changes (Michelle) replied in writing that TUI could not assist, that a move to Nickelodeon would cost £4,645 with no credit for unused nights, and that this was due to peak season and cancellation fees. Screenshots enclosed. On the same day I submitted formal notices via TUI's complaint form. Under Regulation 15(2) TUI was required to remedy the lack of conformity within a reasonable period unless impossible or disproportionate. It was neither. On the night of 21 September, following the cancellation of our return flight, TUI placed us at Dreams Onyx, a sister hotel under the same ownership a few minutes from Dreams Macao. Onyx had substantially better children's facilities, food and pool service, photographs and video enclosed. On 22 September the TUI representative Abel told us Onyx had been running at under 40 percent occupancy from before September, that transfer decisions are made by TUI head office not resort staff, and that he did not know why we had not been moved. TUI therefore had a low cost remedy available from the day we first complained and declined to offer it, while telling us in writing that a move was not possible. That is a failure to remedy under Regulation 15 and it is the central point of this complaint. 4. The claim Under Regulation 16(2) I am entitled to an appropriate price reduction for every period during which there was a lack of conformity. On the facts that is the entire stay. Under Regulation 16(3) I am entitled to compensation for damage, which includes both out of pocket loss and loss of enjoyment, distress and inconvenience, following Milner v Carnival plc [2010] EWCA Civ 389 and Jarvis v Swans Tours Ltd [1973] QB 233. This holiday was booked for our first wedding anniversary and our daughter's birthday. Neither was enjoyed as intended. I claim: (a) Price reduction of 50 percent of the package price, £5,000, reflecting the failure of the core food, pool and children's services for the whole stay and TUI's refusal to remedy when a remedy was available. (b) Out of pocket expenses of [RECEIPT TOTAL, approximately £550] for taxis and off site meals. (c) Compensation for loss of enjoyment, distress and inconvenience to a family of six of £2,000. Total claimed: approximately £7,550. The flight cancellation of 21 September and the associated UK261 compensation and consequential losses are the subject of a separate claim and are not included above. 5. Enclosures 1. Messenger screenshots, TUI Booking Changes, 16 September 2026 2. Complaint form submissions, 16 September 2026 3. Photographs of food, Dreams Macao 4. Photographs of smoking at shared pools, Dreams Macao 5. Taxi and off site meal receipts 6. Text message, hotel pharmacy charge of $100 for ibuprofen and paracetamol 7. Photographs and video, Dreams Onyx, 22 September 2026 8. TUI email placing us at Dreams Onyx, 21 September 2026 9. Signed note of conversation with TUI representative Abel, 22 September 2026 10. Screenshots of TUI's Dreams Macao listing 6. Next steps Please acknowledge within 14 days and respond substantively within 28 days in line with the ABTA Code of Conduct. If the claim is refused or not resolved I will refer it to ABTA's dispute resolution scheme and, if necessary, issue proceedings in the County Court, where I will also seek interest and costs. Jamie Moran Booking **********

Nice break. Very good value for money. Premium boarding at both ends was chaotic and we ended up bundled in with economy boarding. Accommodation was clean, but restaurants were closed whereas other Dreams hotels they were all open, possibly low occupancy but nonetheless disappointed by that.