FAQ
Please search for frequently asked questions.
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- We do not have a swimwear store available on-site. However, you can visit Supersport store on the 2nd floor of LOTTE Mall West Lake Hanoi or contact our Concierge Desk for further information and assistance.
- We offer complimentary rental equipment, including lockers, towels and sun beds.
- Any person under the age of 12 may not use the facility without adult supervision. Adult guardians should take extra caution with children's safety as there are no lifeguards.
- Unfortunately, the outdoor infinity pool is available for hotel and serviced residence guests only and we do not offer private pool parties.
- Please note that facilities may be closed without prior notice due to weather conditions or general events.
- - Exclusively for hotel and serviced residence guests, the outdoor infinity pool is available from 07:00 to 20:00 (GMT+7) every day on the 23rd floor of the hotel building. Access is restricted for children and infants after 19:00 (GMT +7).
- Please wear a swim cap before going to the pool.
- Flippers, snorkels, or any personal equipment other than life jackets are prohibited.
- Any person under the age of 12 may not use the facility without adult supervision. Adult guardians should take extra caution with children's safety as there are no lifeguards.
- Any person under the influence of alcohol is not allowed.
- Please be careful of slippery floors. Running, jumping or diving in the pool area is not permitted.
- The hotel is not responsible for lost, damaged, or stolen valuables.
- The hotel is not responsible for accidents or injuries caused by the guest's negligence.
- Whether you are planning a board meeting or a gala dinner, our various venues with state-of-the-art audio-visual systems, spectacular services and unique personal touches will make your vision a reality. Located on the 4th floor of the hotel building.
- Exclusively for Club room and Suite-paying customers, Lake Salon is the perfect retreat to leave behind the hassle of daily life and experience a seamless stay. Guests staying at the Club floor can enjoy not only the services and facilities but also take advantage of our exclusive benefits. Available from 06:00 to 22:00 (GMT+7) every day on the 6th floor of the hotel building.
- Exclusively for hotel and serviced residence guests, Energy Studio features the latest exercise equipment, or Hotel Sauna with shower booths, wet and dry saunas to offer relaxation after a bustling day. Available from 06:00 to 22:00 (GMT+7) every day on the 3rd floor of the hotel building.
Located on the 3rd floor of the hotel building, Spa9 is where all your senses are pampered through our rejuvenating massage therapies. Spa9 is open from 09:30 to 22:30. You are recommended to make a reservation in advance as it might be fully booked at the last minute.
- Yes, it is possible to sample the wedding menu.
- Our meeting facilities are located on the 4th floor of the hotel building.
- Group dining is available depending on the number of people participating. Kindly contact the hotel Banquet team via hotline +84-24-3333-9000 or email linhdt@lotte.vn (Ms Linh Do)
- Kindly contact the hotel Wedding team via hotline +84-24-3333-9000 or email rsv.L7westlake@lottehotel.com
- Kindly contact the hotel Banquet team via hotline +84-24-3333-9000 or email linhdt@lotte.vn (Ms Linh Do)
- Kindly contact the hotel Banquet team via hotline +84-24-3333-9000 or email linhdt@lotte.vn (Ms Linh Do)
- Our meeting facilities are located on the 4th floor of the hotel building.
- A multi-purpose room for creators. This room is equipped with the latest devices necessary for meetings including latest updated AV equipment: Touchscreen TV, sounding, lighting. The room can be configured to be used for not only business meetings and small seminars but also culture classes, and private parties. Depending on the event, the space can be designed just for you or for everyone.
- Kindly contact the hotel Banquet team via hotline +84-24-3333-9000 or email linhdt@lotte.vn (Ms Linh Do)
- Unfortunately, pets are not allowed at the hotel.
- Smoking is only permitted in designated outdoor smoking areas.
- The parking fee will vary depending on the type of vehicle and nighttime or daytime parking.
- Please contact our Operator or Concierge team via speed dial button on the phone in your room. For any further information or assistance, please contact us via hotline +84-24-333-9000.
- The breakfast buffet is served from 06:00 to 10:00 (GMT+7) every day at Layered restaurant.
- We offer special discounts and promotions every month in each restaurant and bar. Please kindly ask us if you would like to know which offers are available at the moment.
- It is permitted for underage children to sit at a table in the bar if they are accompanied by a parent or legal guardian.
- Certainly! To make reservations for meals, please contact our Operator or Concierge team via +84-24-333-9000. We recommend making reservations in advance to ensure availability and to enhance your dining experience with us.
- Yes, we offer room service for your convenience. You can enjoy a variety of meals and amenities delivered directly to your room. Please refer to our In-room dining menu which is set up on TV in your room or contact Operator speed dial button on the phone in your room for more details and to place your order.
- Please refer to the TV channel guide.
- Only mineral water marked “free” is free of charge. Each room is set up with simple drinks and snacks for a more comfortable stay (chargeable in the Mini-bar menu).
- As a general rule, the housekeeper will clean the rooms between 11:00 and 15:00 every day.
BED LINEN REPLACEMENT
L7 HOTELS is committed to preserving our environment. Please place the ""RE:THINK"" card on your bed if you would like your bed linens changed. The bed will be made without changing the sheets if this card is not placed on your bed.
BATH TOWEL REPLACEMENT
Towels placed on the floor will be refreshed. If you would like to reuse the towels, please place them on the hook or towel bar.
- Feel free to use the telephones provided in your rooms.
ROOM TO ROOM: 7 + Room number
LOCAL CALLS (within city): 9 + Phone number
LONG DISTANCE CALLS (outside city): 9 + Area code + Phone number
INTERNATIONAL CALLS: 9 + Country code + Area code + Phone number
* Please remember call charges apply for all domestic and international calls.
- We kindly ask you to provide a credit or debit card to secure your reservation upon check-in. You will be liable to pay for all purchases of goods and services during your stay in full upon receipt of your invoice at check out.
We accept payment via cash or all major credit cards.
Please note that bookings made on our advance purchase or special offer rate will require full payment of the accommodation at the time of booking, with the pre-authorization as above taken on arrival at the hotel.
- Yes, you can open the door in your room to access the balcony area.
- Please use the control panel on the wall of the room to adjust the temperature to your preference.
- To turn on the lights in the room, insert the card key into the key case slot next to the room entrance door.
- The front desk is located on the first floor of the hotel building.
Please visit the IN & OUT DESK for any concerns or queries.
Alternatively, you can contact us via Operator speed dial button on the phone in your room.
The IN & OUT DESK is open 24 hours a day.
- We accept payment in multiple cards. Kindly make your request at the IN & OUT DESK upon your check out.
- Kindly make your request at the IN & OUT DESK upon your check out.
- Kindly contact the hotel Reservation team via hotline +84-24-3333-9000 or email rsv.L7westlake@lottehotel.com
- Gift certificate which belongs to LOTTE HOTEL Rewards can be accepted as a method of payment. Please kindly contact to hotel Reservation team via hotline +84-24-3333-9000 or email rsv.L7westlake@lottehotel.com in advance for further assistance because there are many kind of gift certificate with different term and condition applied.
- The room rate is stated per room per night. The standard capacity is two adults and one child under 12 years old per room. The capacity of Superior Family Room is two adults and two children under 12 years old per room.
- Please contact us in advance if you have any specific requests, subject to availability.
- We have accessible hotel room available for disabled guests. Depending on the room type or other circumstances of your reservation, we may not be able to fulfill specific requests, so please contact us in advance.
- There are two view types available: the ""City View"" rooms looking at the inspiring views of the city and the ""Lake View"" looking at the superb view of West Lake.
Please contact us in advance if you have any specific requests.
- We kindly ask you to provide a credit or debit card to secure your reservation upon check-in. You will be liable to pay for all purchases of goods and services during your stay in full upon receipt of your invoice at check out.
We accept payment via cash or all major credit cards.
Please note that bookings made on our advance purchase or special offer rate will require full payment of the accommodation at the time of booking, with the pre-authorization as above taken on arrival at the hotel.
- Yes, it is available at the IN & OUT DESK on the first floor of the hotel building.
- LOTTE Mart is located on the B1 floor of LOTTE Mall West Lake Hanoi.
- We are happy to accommodate guests with accessibility needs. Wheelchair service is complimentary and available upon request to ensure a comfortable stay. Feel free to reach out to our Concierge team for assistance or mention your requirements during the booking process.
- Unfortunately, we do not have coin laundry machines and dryers on site. However, we do provide laundry service for your convenience. Feel free to use our professional laundry service by contacting the front desk for assistance during your stay.
- The vending machine (Maxi Bar) is located on the first floor of the hotel building (juices, snacks, souvenirs, etc.)
- Unfortunately, pets are not allowed at the hotel.
- Free Wi-fi is available throughout the hotel and within the rooms.
Please connect to the Wi-Fi with the name ""L7 Hotel"" on your device.
There is no password.
- Parking is complimentary for hotel guests. Please contact the hotel Concierge for further assistance.
- Absolutely. We can keep your luggage upon check-in and after check-out. Should you require baggage collection and storage, please contact our Concierge for assistance.
- [Check-in time]
The standard check-in time is 15:00 (GMT +7), full payment of one night will apply if you wish to guarantee a room for early check-in; for non-guarantee room, early check-in is subject to availability upon check-in.
* Please note that the check-in time may be delayed depending on the number of guests.
[Check-out time]
The standard check-out time is 12:00 (GMT +7), simply press the Operator button on your in-room telephone to check the availability if you wish to have a late check-out, additional charges may apply.
- To reach L7 WEST LAKE HANOI by LOTTE, we recommend you to book our hotel car service for a seamless and comfortable transfer.
If you prefer alternative options, Grab or taxis are readily available at the airport. Feel free to choose the transportation method that suits your preferences and needs. Safe travels!
- Address your package to the hotel’s street address and mark it for the attention of the L7 West Lake Hanoi by LOTTE Front Desk. If you are a guest of the hotel, please include the name used on the reservation.
L7 WEST LAKE HANOI by LOTTE, Alley 683, Lac Long Quan Street, Phu Thuong Ward, Tay Ho District, Hanoi 100000
ATTN: L7 West Lake Hanoi by LOTTE Front Desk
