JAKARTA - A group of umrah pilgrims from Jakarta complained that the facilities provided by Dream Tour Travel/Smart Tour were not in accordance with what was promised. A married couple (pasutri) along with their family members, complained about the hotel they left. They were disappointed because the hotel they got was not in accordance with what was offered, a 3-star hotel.
C and M, the initials of the Dream Tour Travel couple, admitted that they did not get their rights as promised.
"In the brochure it says that the hotel is equivalent to a 3-star hotel. But in fact it is not. The glass table is broken, endangering people. The water in the bathroom is also a problem. In essence, what is seen overall in the hotel is far from being equivalent to a 3-star hotel," C explained, in a conversation with VOI, Thursday, January 15, 2026.
C explained that his wife tried to confirm the hotel where he was staying, and asked the hotel whether it was a 3-star or not, the answer was no.
"I've asked the hotel, and it turns out that the hotel is not a 3-star. Even though I came to Dream Tour and bought the package, because the service is in the brochure." he said.
C said, there were other pilgrims from Dream Tour who also complained about the same thing.
A screenshot of a WhatsApp group shows a conversation between pilgrims who complained about the hotel's conditions. It is seen that the conversation of several pilgrims complained about the toilet and the condition of the room which was not suitable for him.
"Room 438 in the toilet, the water is flooded."
"We don't expect the conditions in the room to be improved, because it's not possible, we hope that the hotel is upgraded to 3 stars, because according to the contract, when we pay the umrah package, it is mentioned as 3 stars/equivalent." the conversation.
According to C's confession, Dream Tour returned some money in lieu of a hotel. However, C's party was not willing to sign, because it was not considered a solution.
C said that in fact he was only demanding his rights, according to what was in the brochure (flyer) he got.
"We (C's family) bought according to what was in the flyer (brochure). And the travel agent who you pointed out, Smart Tour, conveyed what was in the brochure. I was really disappointed. The package was said to be charity, I didn't want it," said C in an audio recording received.
Meanwhile, the General Manager of Dream Tour Hospitality, Hendras Natanegara, when confirmed, did not respond even though he had replied to a message from VOI.
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