Fraud and phishing: how to stay protected 

At Dreamplace Hotels & Resorts, the safety and trust of our guests, employees, partners and suppliers are an important part of the way we understand hospitality. 

Online fraud attempts are becoming increasingly sophisticated and may misuse the name, image or identity of trusted companies. We therefore want to help you recognise suspicious communications and provide some simple recommendations for browsing, booking and communicating with us safely. 

What is phishing? 

Phishing is a type of fraud in which someone impersonates a trusted company, organisation or person in an attempt to obtain confidential information. 

It may take place through email, SMS, WhatsApp, social media, telephone calls, fake websites or other digital channels. 

Its purpose is often to obtain passwords, personal information, banking or payment card details, or to convince someone to make a payment or visit a fraudulent website. 

Common types of fraud 

Fake emails, text messages or WhatsApp messages 

Be cautious with unexpected messages asking you to urgently click a link, download a file, provide personal information or make a payment. 

Before taking any action, check the sender carefully and make sure the communication genuinely comes from Dreamplace Hotels & Resorts. 

Fraudulent telephone calls 

Scammers may impersonate hotel employees or customer service representatives and create a false sense of urgency to obtain personal, banking or payment information. 

If you are unsure, end the call and contact us using the official details published on our website. 

Fake social media profiles and advertisements 

Unauthorised profiles, competitions, promotions or advertisements may use the Dreamplace Hotels & Resorts name, logo or branding. 

Always check that you are interacting with one of our official accounts before providing information or taking part in a promotion. 

Fraudulent job offers 

Be cautious with job offers published through unverified profiles, websites or email addresses. 

Dreamplace Hotels & Resorts should never ask you to make a payment, transfer money or provide banking information as a condition of participating in a recruitment process. 

Always use our official recruitment channels. 

Unexpected payment or bank transfer requests 

Be suspicious of messages requesting urgent payments, transfers to a new bank account or payments through unusual methods. 

If the request relates to an existing booking, contact the hotel or our customer service team directly before making any payment. 

Unofficial websites, apps or services 

Never provide personal or payment information through a website or application whose connection with Dreamplace Hotels & Resorts cannot be verified. 

Whenever possible, access our services by entering our official website address directly into your browser. 

How to protect yourself online 

Check the website address 

Before entering personal information or making a payment, make sure you are using the official Dreamplace Hotels & Resorts website: 

https://www.dreamplacehotels.com/ 

Look out for small changes in the domain name, spelling errors or unusually long website addresses. 

Check the sender 

The display name in an email can be manipulated, so always inspect the full email address. 

Never share passwords or verification codes 

Never provide passwords, login codes or verification codes received by SMS or through an authentication app. 

Do not let urgency pressure you 

Fraudulent communications often use expressions such as “urgent”, “final warning” or “immediate payment” to encourage you to act quickly. 

If something seems suspicious, verify the information first. 

Be careful with links and attachments 

Do not open unexpected files or links if you cannot verify their origin. 

Booking safely with Dreamplace Hotels & Resorts 

The safest way to make a direct booking is through the official Dreamplace Hotels & Resorts website: 

https://www.dreamplacehotels.com/ 

Always check the address displayed in your browser during the booking process. If an authorised technology provider is used during part of the process, make sure you reached it through our official website. 

After completing your booking, you will receive the relevant confirmation through the channels indicated during the booking process. 

If you later receive an unexpected request for payment, new bank account details, a request for card information or any other suspicious communication, do not proceed until you have verified it directly with us. 

Be cautious with exceptionally low rates or promotions advertised outside our official channels. If an offer appears too good to be true, check it first on our official website. 

Have you received a suspicious message? 

If you receive a message, telephone call, email or other communication that appears to come from Dreamplace Hotels & Resorts and you are unsure whether it is genuine, do not provide personal or banking information and do not make a payment. 

Whenever possible, keep: 

• The original message. 

• The sender’s email address. 

• The telephone number used to contact you. 

• The website address or URL involved. 

• Screenshots of the communication. 

• Any relevant documents or payment records. 

Contact us through our official channels so that we can help you verify the communication. 

Official Dreamplace Hotels & Resorts channels 

Official website: 
https://www.dreamplacehotels.com/ 

Customer service in English: 
+44 203 608 7631 

Contact and privacy email: 
[email protected]

Social media: 
Only use official profiles linked directly from our website. 

If you receive a suspicious communication, do not reply, make any payment or provide personal information until you have verified its authenticity with us. 

Reporting fraud 

If you believe you have been the victim of online fraud or cybercrime, contact the appropriate law enforcement authorities. 

In Spain, official resources include: 

• Spanish National Police 

• Guardia Civil 

• Spanish Data Protection Agency (AEPD) 

At European level, further guidance is available from: 

• European Union Agency for Cybersecurity (ENISA) 

• Europol 

• European Data Protection Board (EDPB) 

Your safety matters to us 

Dreamplace Hotels & Resorts works to provide a safe experience before, during and after your stay. 

Whenever a communication raises doubts, verify before you click, share information or make a payment. 

A few seconds spent checking can help prevent fraud.