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Privacy policy

Lotte Hotels & Resorts (hereinafter referred to as "the Company") regards your personal information with importance, and complies with the "Personal Information Protection Act".

Personal information items collected

The company collects the following personal information for sign-up, member management, consultation, reservation, customer Q&A, application for service, etc.

  • 1. Identification of members: ID, password, real name, date of birth, mobile number
  • 2. Notification of execution of contract and announcement: E-mail address, telephone number, mobile number, address
  • 3. Custom service for members: Whether to receive e-mail or SMS
  • 4. Others: Service usage records, access logs, cookies, login IP, suspension records, real name authentication values, i-PIN number for i-PIN members

How to collect personal information

The company may collect personal information in the following means:

Purpose of collection and use of personal information

이용목적
Category Method of collection Information items to be collected Purpose of collection Retention period
Online Room reservation Website,mobile Required Reservation information Name, mobile phone number, card information To provide room reservation and the re-visit service 1 year after booking
Guest information Name, mobile no.
Select Guest email
Package reservation Required Reservation information Name, mobile phone number, card information Reservation of package items and return visit service 1 year after booking
Guest information Name, mobile no.
Select Guest email
Coupon reservation Required Reservation information Name, mobile phone number, card information To provide room reservation and the re-visit service 1 year after booking
Guest information Name, mobile no.
Select Guest email
Group reservation Required Name, mobile phone number, card information To provide room reservation and the re-visit service 1 year after booking
Select Guest email
Draw reservation Required Name, mobile no. To provide room reservation and the re-visit service 1 year after booking
Select Guest email
Theme park coupon Required Purchaser Name, mobile phone number, email, company name (group name) Offers theme park reservations and revisit services Payment data is kept for 5 years after the payment attempt by e-Commerce Act
User Name, mobile no.
Select Buyer email
Seminars & Wedding Inquiries Required Name, mobile phone number, email, company name (group name) Seminars and wedding reservations and services 1 years
Customer feedback Required Name, mobile no., e-mail Lotte Resort product improvement and revisit service 1 years
Lost and found Required Name, mobile no., e-mail Lost Property Handling and Lotte Resort Visit Service 1 years
Satisfaction survey Required Membership information Name, mobile no., e-mail Lotte Resorts Provides satisfaction survey and re-visit service for products and services 1 years
Guest information at time of booking Name, mobile no., e-mail
Application for sale Required Individual member Name, mobile no., e-mail Lotte resort sales consultation and revisit service 1 years
Corporate member Name, mobile phone number, company name, contact (company), email
Sales data Downloads Required Individual member Name, mobile no., e-mail Lotte Resorts Provides satisfaction survey and re-visit service for products and services... 1 years
Corporate member Name, mobile phone number, company name, contact (company), email
Owner member / affiliate certification Required Corporate member name, mobile phone number, email address After changing the person in charge of corporate member, providing membership service and delivering notice 5 years based on Article 6 of the Enforcement Decree of the Consumer Protection Act in Electronic Commerce, etc.
Optional work phone number, work address the delivery address for bills and notices after changing the person in charge of corporate member 1 years
엘플러스 가입신청 Required Individual member Name, date of birth, address, membership no. 롯데리조트 엘플러스클럽에서 제공되는 멤버십 서비스에 따른 회원 식별 및 멤버십 서비스 제공 전자상거래등에서의 소비자보호에 관한 법률 시행령 제6조에 의거 탈회 후 5년
Corporate member company name, Name, address, membership no.
Individual member mobile phone number, email, membership no. 고지사항 전달 및 예약관리
Corporate member contact (company), email, membership no.
Optional Individual member Name, mobile phone number, address 청구서, 안내문 등 배송지 확보 멤버십 유지기간
Corporate member Name, mobile phone number, address
Corporate member Name, contact (company), company name 법인회원 정보 식별

Purpose of collection and use of personal information (hotel)

이용목적
Category Method of collection Information items to be collected Purpose of collection Retention period
Online Sign up Sign-up Required Title, name (in English), country, date of birth, contact details (home or mobile), e-mail, ID, password To utilize for identification of members using the membership services in domestic and overseas chains, to secure communication for notice and complaint handling, and to secure accurate information for delivery of membership card Until cancellation of membership
Select Name (in Korean), address (home or company)
Select Employee authentication (company name, title) To provide staff service
Owner membership certification Sign-up Private member Required Name , mobile no., e-mail To utilize for identification of members using the membership services in domestic and overseas chains, to secure communication for notice and complaint handling, and to secure accurate information for delivery of membership card Until cancellation of membership
Corporate member Required Name , mobile no., e-mail, Company name, Company telephone Until cancellation of membership
L.Plus Club Required Name , mobile no., e-mail Until cancellation of membership
Room reservation Sign-up Reservation information Name, Contact information To provide room reservation and the re-visit service 2 years
Guest information Name, Contact information
Draw reservation Sign-up Member information Name, Contact information To check the winner of room reservation 2 years
Group reservation Sign-up Reservation information Name, Contact information, e-mail, Company name To provide room reservation and the re-visit service 2 years
Customer Center Sign-up Customer feedback Name, Contact information, e-mail In case of customer complaint, contact information and response information 2 years

Period of retention and use of personal information

in principle, the Company will dispose of members' personal information without delay once the purpose for collecting or receiving such information is achieved.
Personal information may be retained for 3 months after termination of use contract in order to prevent recurrence of unauthorized use by bad member. It shall be retained for certain period of time if it is required under the relevant laws, including the Act On Consumer Protection In Electronic Commerce, Etc. In this case, the information retained by the Company shall be used only for the purpose of retention, and information shall be retained for the following period of time:

개인정보의 보유 및 이용기간
Category Retention period
Online owner member information Until termination(Card information will be disposed in 5 days after cancellation of reservation, or after 1 year from check-out.)
Online member - Default : Until termination
- Room reservation : Card information will be disposed in 5 days after cancellation of reservation, or after 1 year from check-out.
- Dormant : If you don't access the website for 1 year, you will be classified as a dormant member, and your information will be disposed.
Non-member reservation For 1 year from check-out(For 5 days from the date of cancellation of reservation)
Customer Center For 1 year from the date of inquiry
  • 1. Record on cancellation of contract or agreement
    • - Reason for retention : Act On Consumer Protection In Electronic Commerce, Etc.
    • - Retention period : 5 years
  • 2. Record on payment and provision of products
    • - Reason for retention : Act On Consumer Protection In Electronic Commerce, Etc.
    • - Retention period : 5 years
  • 3. Records of consumer complaints or disputes
    • - Reason for retention : Act On Consumer Protection In Electronic Commerce, Etc.
    • - Retention period : 3 years
  • 4. Record on identification
    • - Reason for retention : Act On Promotion Of Information And Communication Network Utilization and Information Protection, Etc.
    • - Retention period : 6 months
  • 5. Personal information validity period implementation
    • - Lotte Resort will keep personal information of members who have not used our service for one year or more among the online members separately from other information in accordance with the Information and Communications Network Act (Article 29 (2) of the same Act and Article 16 of the Enforcement Decree of the same Act).

Introduction of personal information expiration system

The Company retains the personal information of online members who have not used our services for one year or more, separately from other information, in accordance with Article 29(2) of the Act on Promotion of Information and Communications Network Utilization and Information Protection, Etc. and Article 16 of the Enforcement Decree of the same Act (Effective on May 28, 2019)

Right to refuse consent to collection of personal information

The Company collects personal information for member sign up and to provide various services, and you may refuse to give consent to such collection.
In this case, sign up and service use will be limited.

Procedure and method of disposal of personal information

in principle, the Company will dispose of members' personal information without delay once the purpose of collection and use of such information is achieved.
Procedure, time and method of disposal are as follows:

1. Disposal procedure

The information provided by you for sign-up, etc. will be stored for a certain period of time after the purpose is achieved, and then disposed according to the internal policy and other related laws and regulations. The personal information will not be used for any other purpose than the purpose for which it is held, unless otherwise required by the laws and regulations.

2. Time of disposal

  • - For membership information: When a member withdraws from membership or is expelled from membership
  • - In the case of payment information: the completion date of the payment or the expiration of the term of the bond.
  • - For shipping information: When the goods or services are delivered or provided
  • - When collected for temporary purpose such as questionnaire, event: When the questionnaire survey, event, etc. are finished

3. Destruction method

  • - Personal information printed on paper : to be cut into pieces by a shredder or incinerated
  • - Personal information stored in electronic files : to be deleted using a technical method that makes it impossible to regenerate it
  • - If you request to review transaction information, etc., which the Company retains under the consent of you, the Company will take the measures that you should be able to access the information.

Provision of personal information

Provision of personal information
Category Information provided to Items to be provided Purpose of use Period of use
Lotte Hotel Shared Lotte Hotel Rewards Membership Service Hotel Busan
Hai Thanh Lotte JV Co.Lotte Hotel Vietnam Co., Ltd
Lotte Hotel Guam, LLCHotel and Resort Joetsmyoko Co., Ltd.
Lotte Hotel Saint Petersburg, LLCJSC Lotte RusDaewoo Amara Co., Ltd.		 Name, passport name, date of birth, gender, country, mobile no., e-mail, address (country, city), company name, title, membership no., point, accommodation
  • - Approved use of Lotte Hotel Rewards Point
  • - To provide discount at the affiliated stores
  • - To provide the return-guest service
 Until withdrawal from membership
Chain Lotte Hotels Trevi Club Name, gender, date of birth, mobile no., address (Select: E-mail, telephone, company, title) To provide the return-guest service Until withdrawal from membership
Chain Lotte Hotels Family Club Name, gender, date of birth, mobile no., e-mail, address, wedding anniversary (Select: Telephone) To provide the return-guest service Until withdrawal from membership
Chain Lotte Hotels Signiel Club Lottel Hotel Busan Name, date of birth, mobile no., home address (Select: Gender, e-mail, company address, telephone, company name, title)
  • - To identify member to provide the re-visit service at domestic & overseas chain of Lotte Hotels and Resorts
  • - To handle complaints and lost & found
  • - To solve problems in relation with use of hotels
 Until withdrawal from membership
Lotte Hotel Rewards mileage use duty free shop Lotte Hotel Busan Lotte Busan Duty Free Shop
Lotte Duty Free Shop Lotte DF Retail Co., Ltd.
Lotte DF Global Co., Ltd.
Lotte Duty Free Shop Jeju Co., Ltd.		 Passport name, e-mail, membership no., point
  • - Approved use of Lotte Hotel Rewards Point
  • - To provide discount at the affiliated stores
 Until withdrawal from membership
L.POINT service Lotte members Name, L.point card no. (mobile no.) To approve accumulation and use of L.Points Until withdrawal from membership
To approve accumulation of airline points Asiana AirlinesKorean AirJapan AirlinesAeroflotAsia Miles Name, check-in/check-out date, mileage no. To approve accumulation of airline points Until withdrawal from membership
LHW membership services THE LEADING HOTELS OF THE WORLD, Ltd Name, address, e-mail To provide the membership service Until withdrawal from membership
Chain Lotte Hotels Marketing, Trevi Club, Fitness Club Lotte Hotel Busan Co., Ltd. Address (country/city), mobile no., e-mail, telephone
  • - To provide information on discount and new products
  • - To use for marketing
 Until withdrawal from membership
Chain Lotte Hotel Marketing, Lotte Hotel Rewards Program, Sigilel Club Lotte Hotel Busan Co., Ltd. Hai Thanh Lotte JV Co. Lotte Hotel Vietnam Co., Ltd
Lotte Hotel Guam, LLC Hotel and Resort Joetsmyoko Co., Ltd.
Lotte Hotel Saint Petersburg, LLC JSC Lotte Rus Daewoo Amara Co.,
Ltd.Lotte Hotel New York Palace, LLC Lotte Hotel Vladivostok LLC Tashkent Palace New LLC Lotte Hotel Samara		 Address (country/city), mobile no., e-mail
  • - To provide information on discount and new products
  • - To use for marketing
 Until withdrawal from membership

Personal information management consignment

  • 1. The Company consigns personal information as follows to fulfill the service, and according to the related laws, the consignment contract stipulates necessary information for the personal information to be managed safely.
    Personal information management consignment
    division trustee Rewards Charging work Retention and use of personal information
    Operation and management of information system Lotte Information & Communications Co., Ltd. - Operation of computer system Upon withdrawal from membership or termination of consignment contract
    Adcapsule Co., Ltd Homepage operation
  • 2. In order to ensure the safety of personal information when contracting out, we strictly stipulate the strict order of personal information protection, the prohibition of personal information and the burden of responsibility at the time of accident, and keep the written agreement in writing. If the business is changed, Lotte Hotel will announce the name of the changed company in the personal information processing policy of the homepage.
  • 3. The Company shall conduct appropriate supervision within the scope of duties entrusted with respect to whether the trustee is faithfully performing the matters stipulated by the trustee so that the processed personal information can be safely managed.
  • 4. Transfer of personal information due to business consignment

    In order to provide smooth customer service, the company relocates personal information in order to keep the personal information on the server of the trust company located overseas.

    • A. Personal information to be transferred
      • - Member : Full name, mobile, e-mail, gender, nationality, date of birth, address, phone number, company name, job title, service use history and booking information, membership number, ID and information on the membership points
      • - Non-member (limited to the customer who gave consent to e-mail subscription) : Full name, mobile, e-mail, gender, nationality, date of birth, address, phone number, company name, job title, service use history and booking information, membership number, ID and information on the membership points
    • B. Country, date and time of transfer of personal information : Personal information will be immediately transferred through a dedicated network to the server (UK001 Amsterdam) of Oracle Corporation in Europe in response to a new membership registration or changes made to membership information.
    • C. Name of the party to whom the personal information will be transferred : Oracle Corporation (https://www.oracle.com/legal/privacy/services-privacy-policy.html , Tel.:+1 650 506 7000, Fax:+1 650 506 7200)
    • D. Purpose of personal information use and period of retention and use of personal information by the party to whom the personal information will be transferred : Transferred information will be used for the purpose of storage in the server and the information will be retained until the termination of membership for members, and for two years from the hotel stay for non-members.
    • E. Scope of contract for personal information management : Management of e-mailing system

Methods of reading and correcting personal information, canceling membership, and withdrawing consent

  • 1. Members may read or correct their registered personal information or cancel the membership at any time.
    • A. Online members may modify their personal information or cancel the membership on MY Page located in the top-right corner of the Lotte Hotels website.
    • B. Such request made through personal visit to Lotte Hotels or on landlines will be promptly addressed after membership authentication.
    • C. Phone number : 02-759-7671~3
  • 2. If members make a request for correcting an error in their personal information, such information will not be used or provided until such correction is finished.Also, if erroneous personal information was already provided to a third party, we will correct the error by immediately notifying the third party of modified information.

Operation and use of cookies

  • 1. Lotte Hotels runs "cookies" which stores and searches for members' information from time to time. Cookies are very small text files that are transmitted to members' browsers by the server used to operate the Lotte Hotels website and that are stored in their computer's hard disk.
  • 2. Lotte Hotels uses cookies for the following purposes.
    • A. To utilize them as an index of target marketing and service reshuffling by analyzing the access frequency, visit hours, etc. of members and non-members and grasping their preferences and interests.
    • B. To keep track of the information on Lotte Hotels and the tracking of services that customers have browsed with interest and to provide customized services the next time they visit such services.
    • C. To verify the extent of members' participation and visit times in various events hosted by Lotte Hotels, offer an differentiated opportunity for entry, and prepare material to provide distinguished information according to their individual interests.
    • D. Members have the option for installing cookies. Therefore, members may allow all cookies, allow or block cookies individually whenever stored, or block the storage of all cookies, by using the settings option in the web browser.
    • - Method for specifying whether to allow the installation of cookies [for Internet Explorer 9.0]
      • 1. On the [Tools] menu, select [Internet Options].
      • 2. Click the [Privacy tab].
      • 3. Setting the [Privacy level].

Members blocking the installation of cookies will lead Lotte Hotels to having difficulty in rendering the services.

Management of personal information of non-members

The Company allows non-members to use and request for services.

  • 1. If a non-member requests for service, the Company asks the non-member to provide the personal information required for identification and guidance only.
  • 2. The information provided by a non-member will not be used for any other purpose than related to use of service.

Measures for security of personal information

  • 1. Lotte Hotels implements the following technical countermeasures to keep members' personal information secure in handling their information, lest such information should be lost, stolen, leaked, altered, or compromised.
    • A. A user's personal information is protected with passwords, and important data is protected through a separate security measure in a manner that encodes files and transmitted data or uses a file locking function.
    • B. Lotte Hotels adopts the Secure Socket Layer that makes it possible to send personal information on our network safely by using an encryption algorithm.
    • C. To prevent a user's personal information from being leaked by hacking, etc., Lotte Hotels uses a double fire wall to block unauthorized external access, and monitors possible breaches around the clock by installing a 24 hour breach detection system in each server.
  • 2. Lotte Hotels minimizes the number of staff handling personal information, emphasizes the importance of compliance with this Policy through frequent education and training given to employees in charge, and takes immediate action against any related problem
    • A. Lotte Hotels takes no responsibility for matters arising from members' mistakes or the basic risk intrinsic to the Internet. Each member must manage his/her personal information appropriately and be responsible for such management.
    • B. If personal information is lost, leaked, altered or compromised due to another internal administrator's mistake or an technical accident or incident, Lotte Hotels will immediately notify users of the fact, take proper measures against such accidents or incidents, and work out appropriate compensation.

Protection of personal information of children under 14

In principle, Lotte Hotels does not collect any personal information from children under age 14.

Right to refuse consent to collection of personal information

  • 1. Lotte Hotels does not transmit commercial information for profit-making purposes against the clear intentions of customers who have opted out.
  • 2. For the transmission of commercial material including product guides for online marketing, Lotte Hotels takes measures to help customers discern the following matters in both the subject and the body of an email.
    • - Subject line of the e-mail : A phrase titled (advertisement) and the sender's name are indicated in the email subject
    • - Body of the e-mail : The sender's name, email address, telephone and address are indicated there so that users can express their intentions to opt-out. Lotte Hotels specifies individual methods by which users can easily express their intentions to opt-out

Handling complaints in relation with personal information

  • 1. The company designates the privacy manager as follows in order to protect personal information of the members, to collect opinion and to process complaints.
    • - Department in charge of privacy : Planning Team
    • - Privacy Manager : Kim, Taek-Woo / Team Leader (Tel: 055-311-6920-9111, email: ktw0093@lotte.net)
    • - Persons in charge of privacy : Han, Dong-Woo (Tel: 055-340-9112, email: dwhan92@lotte.net)
  • 2. Please contact the following institutions for more information on breach of privacy.

Reservation status

You can view room / package reservations booked on non-member at Lotte Resort homepage.

Members of the Lotte Resort Homepage Sign in and view your bookings.

Please use the Lotte Hotel website to view the reservation status of Lotte Hotel and Lotte Arai Resort.

Enter numbers only.
You cannot enter special characters and numbers.
Enter numbers only without '-'.

No reservation record is found. Please check the input.

  • If you don't remember the reservation no., please contact the Reservation Team.
  • If you have made a reservation by phone, please contact the Reservation Team.
  • Query on reservation : 1588-4355

On the Lotte Resort website, you can view purchases of theme park tickets purchased by non-members .

Members of the Lotte Resort Homepage use login and then use your purchase status.

Enter English alphabets and numbers only.
You cannot enter special characters and numbers.
Enter numbers only without '-'.

No matching purchase information is found. Please check the input.

  • If you don't remember the purchase no., please contact the Reservation Team.
  • Contact Us : 1588-4355