Q. Log in failed.

Did you set a password? If you signed up for membership at the front desk, you need to set up a password (for online verification). Go to Online Registration and click on “Online Verification” (set password) on the bottom right side of the page.

Q. Repeated online verification fail

The LOTTE HOTEL Rewards number has a total of 7 digits and if the first character is a letter, use a capital letter. Fill in the application using the name registered for membership. Please be advised that a space is also recognized as a character.

Q. I requested online verification but have not received an email.

If you have not received the email, please check your spam folder or check that your email address was entered correctly. If your email address was entered incorrectly, send the correct email address to the exclusive email account for LOTTE HOTEL Rewards members and we will revise the address. If your email address was, in fact, entered correctly but you still have not received an email, send an alternative email address to the exclusive email account for LOTTE HOTEL Rewards members and we will update your address. Email address: lottehotelrewards@lotte.net

Q. I do not know my LOTTE HOTEL Rewards number.

You can view after entering the information on the LOTTE HOTEL Rewards number search page.

Q. I have LOTTE HOTEL Rewards, but it was not showing, so I registered for membership a second time.

One LOTTE HOTEL Rewards account is available per person. Email us the membership number and member information (name in alphabetic characters and contact information) and we will assist you in combining the accounts. We apologize for the inconvenience.
Email address: lottehotelrewards@lotte.net

Q. My customer information is incorrect. Can I edit my information?

You can edit your information under the ‘My Page > Edit Member Information’ menu. Information that cannot be edited here (ID, name in English, email, date of birth, and gender) should be emailed to the exclusive email account for LOTTE HOTEL Rewards members and we will assist you.
Email address: lottehotelrewards@lotte.net

Q. Where do I check my LOTTE HOTEL Rewards level and points?

You can check your LOTTE HOTEL Rewards level, accumulated points, and point usage history under the ‘My Page > My Membership Information’ menu after logging into the LOTTE HOTELS homepage or mobile application.

Q. How are membership levels determined?

There are four membership levels: Classic, Silver, Gold, and Platinum. First time members are given Classic membership. Membership level evaluations and adjustments are applied annually during the first week of each year, based on the yearly usage records from January 1 to December 31 (based on check-out) of the previous year.

Q. How long are levels maintained?

Membership levels will be kept until December 31 of the same year.

Q. What is the criteria for membership upgrade?

We calculate membership level based on the points used over one year for the length of bookings, number of times the member stayed, and the amount paid for rooms. This is converted into US Dollars and your membership level is adjusted as below. To be counted, at least one of three requirements must be met. (Number of stays for Classic Level: 0, nights stayed: 0, Room payment amount: 0 / Number of stays for Silver Level: 3, nights stayed: 7, Room payment amount: $2,000 / Number of stays for Gold Level: 10, nights stayed: 25, Room payment amount: $7,000 / Number of stays for Platinum Level: 20, Number of nights stayed: 50, Room payment amount: $15,000)

Q. I met the membership level upgrade criteria before the upgrade adjustment period. Why is my level not upgraded?

Level adjustments cannot be made separately before the adjustment date, while membership level evaluations and adjustments are applied annually during the first week of each year, based on the yearly usage records from January 1 to December 31 (based on check-out) of the previous year.

Q. Do I need a plastic card? I misplaced my card. Can I have it reissued?

Go to the LOTTE HOTELS homepage or download the mobile application and log in to use the mobile card. You can also save the mobile card image to use the card. (Log in > My Account > Click Barcode > Save Card Image). When using the hotel, you do not need to have a plastic card, as you can utilize your points using the membership information.

Q. How much are my points worth?

100 points are worth 1 USD.

Q. Do I earn points right away upon staying at a hotel?

Points are rewrded the day after payment. However, for amounts paid at LOTTE City Hotel Kinshicho points will be rewarded within 10 business days from the payment date.

Q. Are there any LOTTE HOTELS that do not accumulate points?

The scope of services will be limited for LOTTE NEW YORK PALACE, LOTTE City Hotel Tashkent Palace, LOTTE HOTEL SAMARA, VLADIVOSTOK.

Q. Where can I check my earned points?

You can check your point accumulation and usage history under the ‘My Page’ menu, after logging into the LOTTE HOTELS homepage or application (if you signed up for membership at the hotel, you must complete verification online and set up a password to log in). When we send out emails, we include details of your point accumulation status at the top (only sent to customers who have agreed to receive our promotional emails).

Q. What is the criteria for accumulating LH Points?

Points are only accumulated for rooms that the member themselves made reservations for, and paid for, as well as room charges at 5-star hotel restaurants (tax and service charge not included). For hotel stays, earn 3 - 6% of the room amount, according to your membership level.

Q. What is the maximum number of guest rooms for which I can accumulate points?

If the member themselves stays at the hotel, points will be rewarded for up to three room-stays for the same day. However, all rooms must be reserved under the member’s name, the member must be staying in the rooms, and all rooms must be paid for upon check-out. The number of days stayed in one room by the member, number of times the rooms were used, and the room charge amount are considered when determining membership level.

Q. Can I earn points from using restaurants or event spaces?

Points will be accumulated exclusively for room payments made upon room charges at 5-star hotel restaurants. Points are not accumulated for using event spaces.

Q. Can I earn points after using the services?

For stays made after joining membership, you can apply to accumulate points within 6 months of the stay. Go to ‘Point Inquiry’ under ‘My Page’ at the LOTTE HOTEL homepage, or the mobile application, to apply.

Q. Can I transfer my points to another member?

Points are issued to the member only and cannot be transferred to or exchanged with another member. The points offered cannot be exchanged, transferred, or sold in advance.

Q. Can LOTTE HOTEL Reward points and Airline mileage be earned at the same time?

Points cannot be rewarded together with airline mileage (choose one)

Q. Do points have expiration dates?

LOTTE HOTEL Rewards points are valid for three years after the year of issuance. Ex) Points earned for 2015 stays will expire on December 31, 2018.

Q. Where can I use the points?

Earned points can be used to make room payments (including stays and room upgrades), as well as restaurant payments. If you have more than 10,000 points, you can use them at Lotte duty free shops in Korea (selected brands, items, and online duty free shops not included).
When using the points at a Duty Free Shop, regulations are subject to change based on the circumstances of the Duty Free Shop. Please contact the shop where you wish to use the points/voucher.

Q. Can points be used by immediate family members?


Points may be used by the member only. If you wish to give your points to someone else, go to ‘My Page > Request LOTTE HOTEL Rewards Voucher > Give as Gift’ and indicate the person’s name (as it appears on their passport) and print or screen capture to use.
You can register up to 5 recipients when gifting a voucher. When a name is deleted, the same name cannot be registered again. If you need to register the same name, send us your membership number and the name of the recipient via Lotte HOTEL Rewards e-mail (lottehotelrewards@lotte.net) and we will assist you.

Q. If I want to use my points to stay at a hotel, how many points do I need for each hotel?

Points may be used from at least 1,000 points(USD 10).

Q. I am trying to use my points at a Duty Free Shop but am unable to confirm my membership.

If you want to use points at Lotte Duty Free Shop, you must agree to provide information to Lotte Duty Free Shop and the membership name must match the name in alphabetic characters that appears on your passport. You can consent to provide information under ‘My Page’ on the homepage or mobile application. Change of name in English can be requested via email. Email address: lottehotelrewards@lotte.net

Q. Can I use the points at restaurants?

For food and beverage outlets, points and vouchers may only be used in those owned by LOTTE HOTELS & RESORTS (restaurants in SIGNIEL or 5 star hotels) and may not be used at leased food and beverage outlets.

Q. Can I use the points at Evian SPA in Signiel Seoul?

Points and eVouchers may be used at Evian SPA in Signiel Seoul.

Q. I have not used the points, but it has been processed.

One point will be deducted when eVouchers and accommodation eVouchers are issued to member as special benefits. The “-1” that shows on the homepage or application signifies a deducted point.

Q. Where do I request a eVoucher? Are vouchers issued immediately?

Go to the LOTTE HOTEL homepage or the mobile application's ‘My Page> Request LOTTE HOTEL Rewards Voucher’ to request a USD 10, USD 50, and USD 100 eVoucher for yourself or to give as a present. After the request is made, the eVoucher will be issued immediately. Print or screen capture the eVoucher to use (voucher will not be sent separately).

Q. I would like to cancel the eVoucher I requested.

eVouchers that have already been issued cannot be exchanged for points.

Q. How long are the eVouchers valid for?

eVouchers are valid for one year from the issuance date and all eVouchers and free accommodation eVouchers past the expiration date cannot be redeemed.

Q. I want to use less than the full amount of the eVoucher. Can I get a refund for the remaining amount?

Any remaining balances on a LOTTE HOTEL Rewards eVoucher, after its usage, cannot be refunded or returned to points.

Q. Do I have to get a voucher to purchase goods at a Duty Free Shop?


You can use both the points and the voucher at duty free shops. Points may be used at LOTTE Duty Free Shop from at least 10,000 points (USD 100). When using the points, the LOTTE HOTEL Rewards number is checked to confirm that the name of the member matches that of the person departing the country. Vouchers (as presents) may only be used when the name of the person departing the country had been registered in advance (check by selecting E-CERTI and entering the barcode number).

Q. How do I use the Level PL accommodation eVoucher?

Check the voucher number through the homepage or mobile application and make a telephone reservation for the hotel of your choice (One night for basic room type; breakfast not included) * Cannot be reserved through homepage or mobile application.

Q. When is the expiration date for the Level PL accommodation eVoucher?

eVouchers are only issued to members who achieve Platinum level at the level adjustment period in January each year and are valid until the end of January of the following year. Vouchers will automatically expire after this period and validity date cannot be extended.

Q. I was not given the late check out option, one of the special benefits of Level PL.

If the hotel is unavailable to provide the late check out due to hotel circumstances, please inform the hotel and you will be issued 1,000 Points within 10 business days.

Q. I want to receive promotional products and special offers for members.

A special membership discount, discount benefits, and events are sent, via SMS or email, to members who have agreed to receive promotional SMS or email (each requires consent). If you have not agreed to receive promotional information, go to the homepage, then check “Consent to receive promotional information” under My Page > Edit Member Information.

Q. Is there an additional discount when you join LOTTE HOTEL Rewards?

We offer the best rates to give our members more benefits and offer the lowest prices and members-only package deals for each hotel. We also offer promotions and events that grant bonus points, in addition to the basic points given for hotel stays.

Q. How do I make inquiries or give suggestions to LOTTE HOTEL Rewards?

For questions on the LOTTE HOTEL Rewards program, please contact us at 82-2-759-7671~5 or lottehotelrewards@lotte.net (hours: weekdays 09:00 - 18:00 KST, excluding weekends and public holidays). * On weekends and public holidays, send us an email and we will endeavor to answer it as soon as possible.