Terms and Conditions and Policies

• ① The purpose of these Terms and Conditions is to prescribe the rights and obligations of Customers in connection with the use of hotels and resorts operated by HOTEL LOTTE Co., Ltd. (hereinafter referred to as the “Company”).
• ② Accommodation contracts and other related contracts entered into between the Company and a Customer shall be subject to the provisions prescribed in these Terms and Conditions. Any matters not prescribed herein shall be subject to laws, commercial practices, or customs.
• ③ In the case of reservations made using a credit card, matters regarding the reservation procedures shall be subject to these Terms and Conditions, and other details related to the credit cards used by the Customer shall be subject to the terms and conditions between the credit card issuer and the Company’s merchant affiliate.
• ④ The Company may enter into a separate special agreement with the Customer to the extent that such agreements do not violate the purpose of these Terms and Conditions, laws, or customs. In this case, such special agreement shall prevail over these Terms and Conditions.

The definitions of the terms used in these Terms and Conditions are as follows:

• 1. The term “Business Establishment” collectively means the hotels and resorts operated by the Company.
• 2. The term “Hotel” means the hotel chain operated by the Company.
• 3. The term “Resort” means the accommodation-type resort facilities operated by the Company.
• 4. The term “Customer” means a person who wishes to make an accommodation reservation at the Business Establishment and a person who actually stays at such Business Establishment.
• 5. The “Owner Member” means a person who holds a resort owner membership provided by the Company.
• 6. The term “Non-member” means a person who uses the accommodation services of the Resort other than an Owner Member.
• 7. The term “Agreed Rate” means the amount agreed upon at the time of entering into the accommodation contract, including room rates and fees for the use of other facilities and services.
• 8. The term “Usage Fees” means the aggregate amount actually payable by a Customer, including room rates and fees for the use of other facilities and services.
• 9. The term “Room Rate” means the actual selling price of the Business Establishment, not the Agreed Rate.

• ① A Customer who wishes to stay at the Business Establishment may apply to the Company for an accommodation reservation. In such cases, the Company may request the following information from the Customer: Where the Customer refuses such request, the accommodation reservation may be restricted.
  • 1. The Customer’s name, date of birth, gender, nationality, address, passport number, contact information, and credit card number for reservation guarantee, etc.;
  • 2. Consent to the collection, use, and provision to third parties of personal information;
  • 3. Other matters determined necessary by the Company.
• ② The accommodation contract shall be deemed established upon the Company’s acceptance of the Customer’s application for an accommodation reservation.
• ③ Personal information collected during the identification process shall be used strictly for the purposes of the identity verification of the Customer, safety management, and the fulfillment of legal obligations, and shall be processed in accordance with the Personal Information Protection Act and other applicable laws.

The Company may refuse a Customer’s application for accommodation reservation in any of the following cases:

• 1. Where the accommodation request cannot be subject to these Terms and Conditions;
• 2. Where no rooms are available;
• 3. Where it is objectively determined that the Customer is likely to engage in conduct contrary to laws, public order, or good morals and customs;
• 4. Where the Customer is clearly determined to be infected with an infectious disease;
• 5. Where the Customer has committed acts that cause harm to other Customers or the Company employees, or has a history of carrying or possessing prohibited items (including animals, narcotics, firearms, etc.);
• 6. Where the Customer is a minor under the Civil Act and has not reached his or her nineteenth (19th) birthday;
• 7. Where the Company bears a burden to a degree greater than expected under commercial practice in order to perform the accommodation contract;
• 8. Where it is determined that the accommodation is impermissible under the laws, etc. of the Republic of Korea;
• 9. Where there are other justifiable reasons.

• ① The Company may request the payment of a deposit upon making an accommodation reservation.
• ② The deposit referred to in the preceding paragraph shall be primarily applied to the accommodation charges when the Customer pays such charges. However, if the circumstances fall within any of the grounds for claiming a penalty or damages prescribed in Articles 6 and 7, it shall be primarily applied to the penalty or damages claimed by the Company against the Customer, and the remaining balance, if any, shall be refunded to the Customer.
• ③ Where an accommodation contract has been entered into and the deposit has been secured by a credit card in lieu of a cash deposit, the Company shall charge the credit card issuer for the penalty or damages prescribed in Articles 6 and 7. In such cases, the Company shall inform the Customer of the receipt number, date and time of receipt, and the details of the penalty upon the Customer’s request.

• ① Where the Customer cancels all or part of the accommodation contract due to the Customer’s circumstances, the Company shall charge a penalty as follows: In such cases, the “Scheduled Date of Accommodation” shall refer to each day of accommodation under the accommodation contract. However, after the accommodation registration pursuant to Article 8 of these Terms and Conditions, it shall refer to accommodation dates that are in the future.
  • 1. General Accommodation Customers
    • A. Where cancellation or termination is made before 6:00 PM (local time of the Business Establishment) on the day before the Scheduled Date of Accommodation: No penalty
    • B. Where cancellation or termination is made between 6:00 PM (local time of the Business Establishment) and midnight on the day before the Scheduled Date of Accommodation: 100% of the Agreed Rate for the first night
    • C. Where cancellation or termination is made on the Scheduled Accommodation Date, or in the event of a no-show (where accommodation registration has not been completed on the Scheduled Date of Accommodation): 100% of the Agreed Rate for the first night
    • D. However, cancellation and penalty policies may vary by Business Establishment. Customers must review the cancellation policy applicable to the relevant Business Establishment.
  • 2. Group Accommodation Customers: The provisions separately prescribed in the applicable group accommodation contract shall apply.
• ② The penalty under Paragraph 1 shall apply only to accommodation reservations made directly through the website or reservation department of the respective Business Establishment. Other reservations made through local or online travel agencies shall be subject to separate penalty provisions or other contracts entered into with such travel agencies. In addition, where a separate penalty standard for a particular Business Establishment is provided through the website reservation menu or reservation department, such standard shall take precedence.
• ③ The penalty under Paragraph 1 shall not exceed the aggregate Agreed Rates for the entire scheduled accommodation period, and different rates may apply depending on whether the period falls within a peak season or an off-peak season.
• ④ The timing of claiming the penalty may vary depending on the Company’s circumstances. The Customer may request the Company to confirm the relevant amount in advance to prevent any confusion regarding the penalty payment.
• ⑤ In the case of the preceding Paragraph, no penalty shall be claimed where it is objectively recognized that the circumstance was not attributable to the Customer, including the non-arrival or delay of public transportation such as trains or aircraft.

• ① The Company may cancel or terminate an accommodation contract even after its establishment in any of the following cases:
  • 1. Prior to accommodation registration under Article 8 by the Customer:
    • A. Where the information provided under Article 3(1) is false;
    • B. Where the circumstance falls under Article 4, Subparagraphs 1 and 3 through 8;
    • C. Where the Customer fails to comply with a request for payment of a deposit prescribed in Article 5;
    • D. Where the Customer refuses to present a valid identification card without a justifiable reason, or provides false information;
    • E. Where the Customer presents a forged or altered identification card or uses another person’s identification card.
  • 2. After accommodation registration under Article 8 by the Customer:
    • A. Where the circumstance falls under Article 4, Subparagraphs 3 through 8;
    • B. Where the Customer fails to comply with the rules of use prescribed by the Company;
    • C. Where a long-term stay Customer fails to comply with a request for payment of Usage Fees under Article 9, Paragraph 2;
    • D. Where the Customer otherwise violates the laws and regulations of the Republic of Korea, the provisions of these Terms and Conditions, or the provisions prescribed in any other special agreement with the Company, and refuses the Company’s requests for correction, thereby interfering with the normal operations of the Company.
• ② Where the Company cancels or terminates an accommodation contract pursuant to this Article, the Company may claim compensation from the Customer for any damages incurred by the Company.

• ① Accommodation registration shall be possible from 3:00 PM on the date of the accommodation, but may vary depending on on-site circumstances, in which case, a notice shall be provided separately.
• ② The Customer shall register the following at the front desk immediately upon arrival at the Business Establishment:
  • 1. Matters under Article 3, Paragraph 1;
  • 2. Valid credit card information for the payment of a deposit (equivalent to 10% of the total Room Rate for the entire Scheduled Dates of the Accommodation, but may vary depending on the policy of each Business Establishment. This deposit shall be applied to any unpaid charges incurred from the use other than Room Rates);
  • 3. Presentation of a valid identification card and verification of its consistency with the reservation information.
• ③ The Customer shall present a valid identification card upon check-in, and the Company may verify its consistency with the reservation information. The Company may refuse accommodation if a Customer refuses to present a valid identification card without a justifiable reason or provides false information.
• ④ For minors, the Hotel shall verify whether they are accompanied by a guardian, and if unaccompanied, may verify the guardian's consent. Accommodation may be restricted for minors whose guardian’s consent cannot be verified.
• ⑤ The Company shall process the deposit after verifying the validity of the credit card under Paragraph 2, Subparagraph 2 of this Article and shall cancel it upon check-out.
• ⑥ When the Customer completes the accommodation registration under this Article, the accommodation registration for the entire period of the accommodation under the accommodation contract shall be deemed completed.

• ① A Customer shall pay the Usage Fees upon check-out. However, this shall not apply to any portion of the Usage Fees that have been prepaid online.
• ② For long-term stay Customers, the Company may request payment of Usage Fees even before check-out in accordance with the conditions of a separate special agreement or where reasonably necessary, and the Customer shall pay the Usage Fees upon the request of the Company.
• ③ Acceptable payment methods shall include online prepayment (credit cards, simple payment services, etc.), cash, credit cards, LOTTE HOTELS gift certificates, LOTTE Department Store gift certificates, tourism gift certificates, Rewards points, and/or other accommodation vouchers issued by the Company. Personal checks shall not be accepted. However, Rewards points may be used only at hotels where the Rewards Membership applies.
• ④ The Customer may confirm the calculated amount of the Usage Fees one day before the scheduled date of check-out to prevent in advance any confusion concerning the payment of the Usage Fees.
• ⑤ The Customer shall pay the Usage Fees after completing the accommodation registration under Article 8, even if the Customer does not stay at the Business Establishment due to the Customer’s circumstances.

• ① A Customer shall collect the room key at the front desk upon accommodation registration and shall return it to the front desk upon check-out along with the payment of Usage Fees.
• ② Where the Customer loses the room key during the stay, the Customer shall notify the front desk immediately and pay the reissuance fee.

• ① The Company's responsibility for accommodation shall begin from the moment accommodation registration is completed at the front desk and shall end when the Customer pays the Usage Fees and returns the room key at the front desk upon check-out.
• ② The Company shall not be held liable for any accidents arising from the Customer’s failure to comply with the rules of use established by the Company and these Terms and Conditions, or for any other accidents arising from reasons attributable to the Customer.

A Customer shall comply with the rules of use established by the Company.

• ① The business hours of the ancillary facilities of the Business Establishment shall be posted separately and may be subject to change depending on on-site circumstances.
• ② A Customer who has difficulty using the ancillary facilities of the Business Establishment normally due to health problems or other reasons, or who hinders other Customers’ use of such facilities, may be restricted from using all or part of the ancillary facilities, and the Company shall not be held liable for any accidents arising from failure to comply with such restrictions.

• ① In principle, the check-out time for domestic locations (Business Establishments within the Republic of Korea) shall be 11:00 AM. The check-out time for overseas locations shall vary by Business Establishment and shall be as informed by the relevant Business Establishment at the time of reservation. As check-out times may vary depending on on-site circumstances and Business Establishment policies, a Customer must confirm the check-out time before reservation or stay.
• ② Late check-out fees shall be calculated based on the actual check-out time up to 100% of the Room Rate of one night. However, the specific charges and time standards may vary by Business Establishment, region, and product. A Customer must confirm the details with the relevant Business Establishment prior to use, or refer to the official website of the Company or the relevant Business Establishment.
• ③ Check-out times are subject to change depending on the circumstances of the Business Establishment. The Customer may confirm the check-out times and the amount of related charges with the Business Establishment in advance to prevent any confusion regarding the payment of additional charges.

• ① This Article shall apply to Customers who use accommodation services at Resorts operated by the Company.
• ② Matters not prescribed in this Article shall be subject to other provisions of these Terms and Conditions. Where any provision of this Article conflicts with other provisions of these Terms and Conditions, the provisions of this Article shall prevail.

Reservations for the Resort shall proceed in accordance with the reservation opening policies of each Business Establishment. Specific reservation standards shall be separately posted by the Company on the Resort website.

• ① With respect to reservation cancellations, changes, and penalties applicable to Non-members and Owner Members of the Resorts, the special provisions under Paragraphs 2 through 4 of this Article shall take precedence.
• ② Reservation cancellations and changes by Non-members shall be subject to the penalty policy separately informed by the Company at the time of reservation.
• ③ Specific penalty rates and application examples shall be subject to the Owner Membership Penalty Policy Table posted on the Company website or in notices. Customers must review this table when making or cancelling reservations.
• ④ The provisions of Article 6 shall apply mutatis mutandis to matters not prescribed in Paragraphs 2 and 3, as well as to other matters concerning cancellation or termination of accommodation contracts and penalties for general Resort accommodation Customers.

• ① The provisions of these Terms and Conditions may be revised at any time as deemed necessary by the Company. In addition, where any provision of these Terms and Conditions conflicts with the mandatory laws of the Republic of Korea, such mandatory laws shall prevail. However, even in such cases, the validity of the remaining provisions of the Terms and Conditions shall not be affected.
• ② Where the Company revises these Terms and Conditions, it shall specify the effective date and reasons for the revision and make an announcement thereof on the initial screen of the Site along with the current Terms and Conditions from at least seven (7) days prior to the effective date until the day immediately before the effective date. However, where the revisions are made disadvantageous to Customers, individual notices shall be provided with a prior grace period of at least thirty (30) days. In such case, the Company shall provide a clear comparison of the provisions before and after the revision to ensure that Customers can easily understand the changes.
• ③ The Customers shall be subject to the Terms and Conditions in effect at the time of concluding the accommodation contract, and any revised Terms and Conditions shall not apply retroactively.

In principle, where a dispute arises in connection with the provisions of these Terms and Conditions, the Customer and the Business Establishment shall resolve the matter through mutual agreement. If no agreement is reached, the competent court shall be determined in accordance with the Civil Procedure Act of the Republic of Korea.