Privacy Policy
LOTTE Hotels Co., Ltd. (hereinafter referred to as “LOTTE Hotels”) places prime importance on customer personal information, and complies with the related laws such as "the Personal Information Protection Act” and “Act on the Promotion of Information, Communications Network Utilization and Information Protection.” LOTTE Hotels informs guests of means and purpose for which personal information provided have been used, and what measures we have taken to protect personal information according to this privacy policy.
Article 1 Scope and methods of collecting personal information
- 1. Scope of collecting personal information
- A. LOTTE Hotels may collect minimal personal information in order to provide proper service.
- B. LOTTE Hotels does not collect sensitive personal information (race, ethnicity, ideology, belief, place of birth, political orientation, criminal record, state of health, sexual life, etc.) that may infringe upon the basic human rights of customers.
- 2. Methods of collecting personal information
LOTTE Hotels may collect personal information in the following ways.
- A. Web site registration, in written form (application for membership), telephone or fax, posting to the bulletin board, and sweepstakes entries
- B. Offers from affiliated companies
- C. Collecting payment information, points transactions, etc. created upon using the company service
Article 2 Personal Data Collected & Purpose of Collection and Usage
LOTTE Hotels collects personal information to provide services, as follows:
| Category | Method of collection | Items to be collected | Purpose of collection | Retention period | ||
|---|---|---|---|---|---|---|
| Online | Rewards membership | Website, Tablet, Application | Required | Full name (in Korean/English), title, date of birth, email, contact number (mobile or home), country, address (country/city), ID, password, Rewards Membership number, information on LOTTE Hotels (including local and international chains, hereinafter referred to as “LOTTE Hotels”) reservations and stay history, history of accumulated points, usages and discounts, and IP/cookie information | To verify identity and personal identification, To provide membership services such as point accumulation·usage, and discounts, To secure communication channels for member notification and complaint handling Prevention of misuse and processing of legal disputes |
Until membership is withdrawn |
| Optional | Employee card authentication (organization, company email) | Provide Employee Service | ||||
| Optional | Address (country/city), mobile phone number and email | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Booker Membership | Required | LOTTE Hotel Rewards information: Title, name in English, country, date of birth, ID, name in Korean, contact number, and address Company Information: Hotel, company name, company phone number, company address, and email Information on LOTTE Hotels (including local and international chains, hereinafter referred to as “LOTTE Hotels”) reservations and stay history, history of accumulated points, usages and discounts, and IP/cookie information |
To verify identity and personal identification, To provide membership services such as point accumulation·usage, and discounts, To secure communication channels for member notification and complaint handling Prevention of misuse and processing of legal disputes |
Until membership is withdrawn | ||
| Optional | Address, mobile phone number, and email | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Room Reservations | Required | Name (in English), date of birth, contact number (mobile, home or company), email, and credit card information (credit card type, credit card number, and expiration date) | Provision of room reservation service, reservation related notification and announcement delivery, complaint processing, prevention of misuse and processing of legal disputes * Credit card information is collected only as a guarantee and will not be used directly for payment. |
Two years (5 days from the cancellation date if reservation is canceled) | ||
| Restaurant reservations (LOTTE HOTEL JEJU, ULSAN, and MOSCOW) |
Required | Full name, mobile phone number, and email | To provide reservation and consultation services | 5 days | ||
| Optional | Contact Information | |||||
|
Restaurant reservations (LOTTE HOTEL SEOUL, WORLD, and SIGNIEL Stay) |
Required | Full name (in Korean/English), and contact number (mobile) | Used for identity verification procedures, customer notifications or processing of complaints | Two years | ||
| Optional | To provide personalized services | |||||
| Optional | Contact number (mobile), and email | Used for notifications on restaurant discount products, new menu, and for marketing | ||||
| Trevi Club Request Consultation |
Required | Full name, and contact number | Membership registration consultation service provision | 1 Month | ||
| Trevi online Membership registration |
Required | Full name (in Korean/English), date of birth, title (gender), contact number, and address | Used for identity verification procedures, customer notifications, processing of complaints, and membership card delivery | Until membership is withdrawn | ||
| Optional | Email, company name, position, and credit card information (* if applicable) | Personalized service provision, and annual fee payment | ||||
| Optional | Mobile phone number, address, and email | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Online Wedding consultation |
Required | Full name, email, contact number, wedding information (hotel, expected number of guests), and requests (title, contents) | To provide reservation and consultation services | Two years (however, dispose of email and contact number information when the purpose is accomplished) | ||
| Optional | Wedding information (desired date and time of wedding) | To provide personalized services | ||||
| Convention inquiries (Convention) |
Required | Full name, email, contact number, country, and event information (event name, hotel, event staff, etc.) | To provide reservation and consultation services | |||
| Optional | Event information (desired date and time of event) and requests (facility, food & beverage, room, additional inquiries) | To provide personalized services | ||||
| Convention inquiries (Meeting) |
Required | Full name, email, contact number, and event information (event name, hotel, event staff, etc.) | To provide reservation and consultation services | |||
| Optional | Event information (start/end date, table type, meeting room), and requests (facility, food & beverage, room, additional inquiries) | To provide personalized services | ||||
| Service Academy Q&A | Required | Full name, email, contact number, and requests (title, contents) | To respond to customer inquiries and provide services | One year (however, dispose of email and contact number information when the purpose is accomplished) | ||
| Newsletter Subscription | Required | Send newsletter | 1 Month | |||
| Contact us | Required | Consultation details (chain name, title, contents), Customer information (full name, email, contact number) | To respond to customer inquiries and provide services | Two years (however, dispose of email and contact number information when the purpose is accomplished) | ||
| Ethical management HOT LINE | Required | Reporter’s information (full name, contact number, email) - when reporting with his/her name, and report details (title, contents) | To notify received reports and provide services | |||
| Optional | Information on targets for report (person to report, department, position) | Confirm the received reports | ||||
| ALL THAT HOTEL | Required | Orderer information (full name, email, mobile phone number, payment method) Shipping information (full name, mobile phone number, shipping address) |
User identification, communication for contract fulfillment, and customer service processing for service usage | Five years | ||
| Chat Consultation | Required | Membership number, full name, reservation number, stay history, and consultation details | Notification of concierge service, complaints, comments, consultation results | Three years | ||
| Offline | Rewards membership | Written form | Required | Full name, name on passport (in English), date of birth, gender, address (country), mobile phone number, email, membership number, information on LOTTE Hotels (including length of stay, room rate, and purchase amount) reservations and stay history, and history of accumulated points, usages and discounts | To verify identity and personal identification, and provide membership services such as point accumulation, point usage, discount, etc. To Secure communication channels for member notification and complaint handling Prevention of misuse and processing of legal disputes |
Until membership is withdrawn |
| Optional | Required items for collection, nationality, address (city/province), company name, and position | Personalized services | ||||
| Optional | Required and optional items for collection | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Room registration card | Written form | Required | Full name, date of birth, nationality, mobile phone number, email, and stay information | Used for identity verification procedures, according to membership system services and for customer notifications or processing of complaints | Two years from date of stay | |
| Optional | Gender, country, city/province, phone number, departure date, company name, position, preference, and requests | Personal identification, recognition service, and personalized service | ||||
| Optional | Email, and mobile phone | Used for notifications regarding discount products, new products and for marketing purposes | ||||
| Signiel Club | Written form | Required | Photo, gender, date of birth, mobile phone, and home address | Used for identity verification procedures, according to membership system services and for customer notifications or processing of complaints | Until membership is withdrawn | |
| Optional | Gender, email, company address, phone number, company name, position, and vehicle information | Identify a member, and provide personalized service for customer | ||||
| Optional | Address, telephone number, mobile, and e-mail | Used for notifications regarding discount products, new products and for marketing purposes | ||||
| Trevi Club | Written form, phone, fax, email, partner company | Required | Full name (in Korean/English), gender, date of birth, mobile phone number, address (home and company), mailing address, card type, payment method, and membership service usage history | To verify identity and personal identification, provide membership service and member notice/announcements, pay annual fee, process customer service such as inquiries and complaints, and process legal disputes, etc. | ||
| Optional | Required items for collection, email address, recommender information, company name, and position | To provide personalized service for each member | ||||
| Optional | Required and optional items for collection | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Fitness club | Written form, partner company | Required | Full name (in Korean/English), photo, date of birth, mobile phone number, address (home and company), mailing address, membership type, application filing date, membership number, membership fee billing base date, and payment date | To verify identity and personal identification, provide membership service and member notice/announcements (make contact in an emergency situation), bill/pay annual fee, process customer service such as inquiries and complaints, and process legal disputes, etc. | ||
| Optional | Required items for collection, gender, vehicle information, email address, company name, and position | To provide personalized service for each member | ||||
| Optional | Required and optional items for collection | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Family Club Membership | Written form | Required | Full name (in Korean/English), gender, date of birth, mobile phone number, email, address (home or company), phone number (home or company), mailing address, and wedding anniversary | To verify identity and personal identification, provide membership service and member notice/announcements, process customer service such as inquiries and complaints, and process legal disputes, etc. | ||
| Optional | Required items for collection | To provide personalized service for each member | ||||
| Optional | Required items for collection | For notifications regarding membership services, hotel discount products and new product information, and marketing purposes | ||||
| Other | Events | Homepage, written form, email, social media (Facebook, Instagram) | Required | Full name, contact number, address, and email | To secure a smooth communication path for guests notice about what they have won an event / announcement delivery and inquiries / complaint processing, etc. | Period of consent |
| L.POINT | Offline | Required | Full name, L Point card number (mobile phone number) | L Point payment service | Five years | |
| Airline mileage | Offline | Required | Full name, check-in/check-out date, and mileage number | Airline mileage accrual service | Five years | |
* During service use, IP addresses, cookies, MAC addresses, and records on service use may be automatically generated and collected.
Article 3 Personal information retention • usage period & disposal
- 1. LOTTE Hotels will dispose of members' personal information without delay once the personal information is not necessary anymore such as the purpose for collecting or receiving such information is achieved or when the retention period from the above information is reached.
- 2. Lotte Hotels retains such information for a certain period of time when it is necessary to do so for reasons of verifying the rights, obligations, etc. related to the following transactions in accordance with relevant laws and regulations including the Commercial Act:
- A. Records related to the cancellation of contracts or subscriptions, etc.: Five years
- B. Records of payments and supply of goods, etc.: Five years
- C. Records related to resolution of consumer complaints or disputes: Three years
- D. Log-in log according to Protection of Communications Confidentiality Act: 3 Months
- 3. Implementation of personal information expiration system
- - LOTTE Hotels separately stores the personal information of online customers who have not used our services for one year or more in accordance with Article 29(2) of the Information and Communications Network Act and Article 16 of the Enforcement Decree of the same Act.
- 4. Disposal Methods
- A. Personal information printed on paper: Cut into pieces by a shredder or incinerated
- B. Personal information stored in electronic files: Deleted using a technical method that makes the data impossible to restore
Article 4 Personal information provision & sharing
- 1. LOTTE Hotels cannot use customer’s personal information or supply it to any other persons, companies or organizations beyond the scope of that which is stated in “Personal information collection & use purposes”, in any case except when holding customer consent or under the provisions of related laws. In case of providing or sharing customer’s personal information through business cooperation, we obtain consent from the customer in advance.
- 2. LOTTE Hotels provides personal information to render higher quality services to customers, as follows:
| Category | Entities receiving the personal information | Personal data received | Purpose of use for entities that receiving the personal information | Use period for entities that receiving the personal information | |
|---|---|---|---|---|---|
| LOTTE Hotels (chain hotels) | Rewards Membership/Booker Membership | Local and international chain hotels of LOTTE Hotels (https://www.lottehotel.com/global/ko/hotel-finder.html) |
Full name (in Korean/English), title, date of birth, email, contact number (mobile or home), country, ID, password, address (country/city/province), Rewards Membership number, information on LOTTE Hotels (including local and international chains, hereinafter referred to as “LOTTE Hotels”) reservations and stay history, history of accumulated points, usages and discounts, and IP/cookie information | To approve the use of points, and provide affiliate services and recognition service and for product offering and marketing purpose | Until membership is withdrawn |
| Rooms Register Card | Full name, date of birth, nationality, mobile phone number, email, and stay information [Optional: Gender, country, city/province, phone number, departure date, company name, position, preference, and requests] |
To provide LOTTE Hotels returning guest service, recognition services, personalized service and for product offering and marketing purpose | Two years from date of stay | ||
| Trevi Club | Full name (in Korean/English), date of birth, title (gender), contact number, and address [Optional: Email, company name, and job title] |
To provide membership service, affiliate services, recognition service and personalized service and for product offering and marketing purpose at chain hotels in Korea and overseas | Until membership is withdrawn | ||
| Family Club | Full name (in Korean/English), gender, date of birth, mobile phone number, email, address (home or company), phone number (home or company), mailing address, and wedding anniversary | To provide membership service, affiliate services, recognition service and personalized service and for product offering and marketing purpose at chain hotels in Korea and overseas | Until membership is withdrawn | ||
| Fitness Club | Busan Lotte Hotel Co., Ltd. | Full name (in Korean/English), photo, date of birth, mobile phone number, address (home and company), mailing address, membership type, application filing date, membership number, membership fee billing base date, and payment date [Optional: Required collecting items and gender, vehicle information, email address, company name, and position] |
To provide fitness club member with special benefits and personalized service, and for product offering and marketing purpose | Until membership is withdrawn | |
| Signiel Club | Busan Lotte Hotel Co., Ltd. | Photo, gender, date of birth, mobile phone, and home address [Optional: Gender, email, company address, phone number, company name, position, and vehicle information] |
To provide membership service and member notice/announcements, process customer service such as inquiries and complaints, and handle legal disputes, etc. at chain hotels in Korea and overseas | Until membership is withdrawn | |
| Mileage Service | Lotte Duty Free Shop | Busan Lotte Hotel Co., Ltd. / Lotte Busan Duty Free Jungwon Duty Free Hotel Lotte Duty Free Lotte DF Retail Lotte DF Global Lotte Duty Free Jeju Store |
Passport name, e-mail, membership number, and accrued points | Rewards point use approval, and affiliate service provision | Until membership is withdrawn |
| L.POINT service | Lotte Member | Full name, L Point card number (mobile phone number) | L Point accrual and use approval | Until membership is withdrawn | |
| Airline mileage | Asiana Airlines Korean Air Japan Airlines Aeroflot Asia Miles |
Full name, check-in/check-out date, and mileage number | Airline mileage accrual | Until membership is withdrawn | |
| LHW membership | THE LEADING HOTELS OF THE WORLD, Ltd | Full name, address, and email | Membership service provision | Until membership is withdrawn | |
Article 5 Entrustment of personal information handling
-
1. LOTTE Hotels entrusts personal information handling to third party service providers to render services, as follows, and has the necessary matters stipulated in an entrustment contract for safe management thereof in accordance with relevant laws and regulations
Article 5 Entrustment of personal information handling Category Third Party Service Providers Service Sub-Contractor Activities to Be Entrusted Personal Information Retention and Usage Period Recruitment of membership Local and international chain hotels
(https://www.lottehotel.com/global/ko/hotel-finder.html)- Recruitment of membership When membership is cancelled or when the entrustment contract is terminated Information system operations and management Lotte Data Communication Co., Ltd. - Computer system operation When membership is cancelled or when the entrustment contract is terminated Adcapsule Co., Ltd. Website administration Spectra Co., Ltd. Maintenance of chatting and consultation system GoldenPlanet - Email deliveries and system management Recruitment and management of members MG Credit Information Service Co., Ltd. - Trevi Club (Seoul, Jeju) Recruitment and management of membership When membership is cancelled or when the entrustment contract is terminated CU Leisure Co., Ltd. - Recruitment of members for Signiel fitness club Manufacture and shipment of products Simmons-K Co., Ltd. - Manufacture and shipment of he:on bed products Upon completion of product delivery Hyundai Decorations Co., Ltd. - Manufacture and shipment of He:on bed products Operation of social media Daehong Communications Inc. INERS Co., Ltd. Operation of social media channels and event agency roles for LOTTE HOTEL When entrustment contract is terminated saltcom - EDGELINK - Planning Bee Co., Ltd. - The SMC Group - formeB&M - ALL THAT HOTEL Clayful Co., Ltd. - Order service agency When entrustment contract is terminated Siot Co., Ltd. - Payment service agency When entrustment contract is terminated KG INICIS Co., Ltd. - Payment processing agency When entrustment contract is terminated LOTTE GLOBAL LOGISTICS CO,.LTD - Ordered product shipment agency Upon completion of product delivery - 2. When there is a change in entrustment of personal information handling, LOTTE Hotels will notify the changes in this privacy policy.
- 3. The Company will supervise third party service providers observing specified matters properly within the scope of activities to be entrusted to ensure that personal information subject to such entrustment is managed safely.
Article 6 Overseas transfer of personal information
To provide better customer service, LOTTE Hotels will transfer personal information overseas.
| Entities to whom the personal information will be transferred (Contact information of information management officer) |
Country where the personal information is transferred to | Date and method of personal information transfer | Personal information to be transferred | Purpose of personal information use for entities to whom the personal information will be transferred | Duration of retention and use for entities to whom the personal information will be transferred |
|---|---|---|---|---|---|
| The Company’s chain hotels (https://www.lottehotel.com/global/ko/hotel-finder.html) |
Transferred through the dedicated network of Oracle Corporation when using the service stated in Article 1 above | Personal information collected after getting your consent in Article 1 above | Point use approval, affiliate service provision, and recognition service provision | Immediately after withdrawal from membership unless it is required by the law to maintain the personal information | |
| Oracle Corporation (Oracle Corporation) (https://www.oracle.com/legal/privacy/services-privacy-policy.html, Tel.:+1 650 506 7000, Fax:+1 650 506 7200) |
Europe (Amsterdam, UK001) | Registration and updates on membership information will be transferred through the exclusive network on the following day | - Members: Full name, mobile phone number, e-mail, gender, nationality, date of birth, address, telephone number, company name, job title, service use records and booking information, membership number, ID, and membership point information - Non-members (limited to the customers who gave consent to e-mail subscription): Full name, mobile phone number, e-mail, gender, nationality, date of birth, address, telephone number, company name, job title, service use records and booking information |
Server management, operation and e-mail delivery system management | Can be retained and used until withdrawal for members and within two years from the date of stay for non-members. |
Article 7 Methods of viewing, editing, deleting personal information, canceling membership, and withdrawing consent
- 1. Customers can view, edit, delete their registered personal information or withdraw their membership (in the case of membership service) at any time.
- A. Online members can edit personal information or withdraw membership on My Page on the top-right corner of LOTTE Hotels Website.
- B. Such request made through personal visit to Lotte Hotels or on landlines will be promptly addressed after membership authentication
- C. Tel: 02-759-7671~3
- 2. If customers make a request to correct an error in their personal information, such information will not be used or provided until the correction is made. In case of having provided incorrect personal information to a third party, Lotte Hotel shall forward edited information to the third party to enable edits.
Article 8. Cookie operation & use
- 1. LOTTE Hotels run "cookies" which frequently search and save LOTTE Hotels website user’s information. Cookies are very small-sized text files that are sent to your browser from an operating server of the Lotte Hotel website, and is saved in your 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 members and non-members’ access frequency, visit hours, etc. in order to grasp their preferences and interests
- B. Traces interests and services providing customized service for next use.
- C. To verify customers’ participation in various events and visit times, to offer different opportunities for their application, and to provide diverse information according to their interests.
- D. Users have a choice to install cookies. Therefore, users may allow all cookies, confirm each time whenever cookies are stored, or block the storage of all cookies, by using the settings option in the web browser.
- - How to specify 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].
Article 9 Protection of personal information of children under 14
1. In principle, Lotte Hotels does not collect any personal information from children under age 14.
Article 10 Administrator of personal information protection
- 1. LOTTE Hotels appoints personal information administrators as follows to protect customers' personal information, collect their opinions, and handle complaints, about such information:
- A. Lotte Hotels
- - Department in charge of personal information: CEM Team’s PIC of CEM
- - Personal Information Protection Officer: Yeo Jin Jang, Marketing Division Manager (Tel: 02-771-1000, email: privacy@lotte.net)
- - Personal Information Protection Manager: Joo Young Jeon, Team Leader (Tel: 02-771-1000, email: privacy@lotte.net)
- A. Lotte Hotels
- 2. Customers can contact the following organizations to make any further inquires about personal information.
-
- Privacy Violation Reporting Center
TEL : 118 without area codes
URL : http://privacy.kisa.or.kr -
- Cyber Criminal Investigation Division at Supreme Prosecutors' Office
TEL : 1301 without area codes
URL : www.spo.go.kr -
- National Police Agency Cyber Bureau
TEL : 182 without area codes
URL : cyberbureau.police.go.kr
-
- Privacy Violation Reporting Center
Article 11 Technical and managerial protection of personal information
- 1. LOTTE Hotels have taken the following technical and managerial protection measures in order to prevent breaches including lost, stolen, leaked, modified or damaged information when dealing with personal information of customers.
- A. A user's personal information is protected with passwords and files and transmitted data are encoded or protected through a separate security measure, the file lock function.
- B. LOTTE Hotels has adopted the Secure Socket Layer that can send personal information on our network safely by using an encryption algorithm.
- C. In order to prevent privacy breaches, Lotte Hotel has implemented a double fire wall to block unauthorized external access, and has monitored possible breaches around the clock by installing a breach detection system in each server.
- 2. LOTTE Hotels minimizes the number of staff members who have access to personal information, emphasizes the importance of compliance with this Policy through frequent trainings conducted on employees in charge, and takes immediate action against any related problem. However, LOTTE Hotels shall not be held liable for any occurrences attributable to customer errors or the nature of the Internet. Each customer must manage his/her personal information appropriately and be responsible for such management.
Article 12 Duty of disclosure
This Privacy Policy was established on July 1, 2008, and any addition to, deletion of, and modification to the Policy made in accordance with changes to laws, regulations, policies or security technologies will be announced on the website of our main office.
(First) announcement date: July 1, 2008
Date of Change: November 1, 2012
Date of Change: September 19, 2014
Date of Change: July 31, 2015
Date of Change: September 15, 2015
Date of Change: January 1, 2016
Date of Change: February 6, 2016
Date of Change: March 21, 2016
Date of Change: June 1, 2016
Date of Change: July 29, 2016
Date of Change: September 22, 2016
Date of Change: March 1, 2017
Date of Change: March 15, 2017
Date of Change: May 1, 2017
Date of Change: July 4, 2017
Date of Change: August 25, 2017
Date of Change: November 3, 2017
Date of Change: November 27, 2017
Date of Change: January 24, 2018
Date of Change: March 2, 2018
Date of Change: April 3, 2018
Date of Change: May 25, 2018
Date of Change: December 27, 2018
Date of Change: May 24, 2019
Date of Change: July 29, 2019
Date of Change: Sept. 2, 2019
Notification date : December. 5, 2019
Effective date : December. 12, 2019
The above LOTTE Hotels Privacy Policy takes effect as of December. 12, 2019.