Lotte Hotel Busan

My recent stay at Lotte Hotel Busan was deeply disappointing and absolutely not up to the standards of a five-star hotel. 1. No luggage assistance upon arrival I arrived at 9 PM and no staff were present to help with luggage. No greeting at the door — the welcome felt more like a budget business hotel than a luxury property. 2. Basic amenities poorly managed Only two bottles of water were provided in the room. I called for more and waited over 30 minutes with nothing delivered. Staff insisted it would take at least 30 minutes, but even then, nothing came. On the second try, they said only two more could be sent — and they arrived via robot. Completely impersonal and inefficient. 3. Non-responsive customer service I sent multiple emails regarding specific requests and issues — none were answered. Eventually, after pushing multiple times, only part of my requests were handled. There was no proactive or professional customer care. 4. Misleading signs and outdated infrastructure Elevator labels for high and low floors were placed incorrectly, causing many guests (myself included) to take the wrong elevators. No staff were there to guide or explain. The hotel overall feels old and worn out — a sharp contrast to the newer hotels near Haeundae. 5. Staff lack basic knowledge of hotel layout When I asked if I could access the department store directly from within the hotel, the front desk staff said they weren’t sure. It’s shocking that hotel employees don’t even know this basic information about their own property. For the price paid, the value was incredibly poor. I strongly discourage staying here — there are much better options in Busan.

Modern hotel, nice decor, plenty of facilities (extra charge required), poor service. Swimming pool, sauna, gym all require additional charge or are only included with premium rooms and above. The facilities are great and gym is of a commercial level. Hotel staff were not very welcoming and rather depressed. Even though the hotel is in the city center, it's not really near any of the main spots you'd want to check out. We ended up taking a 30-minute taxi ride every day just to see the sights, which was a bit of a hassle.

Very convenient location, staffs are nice and provided excellent services. Definitely will recommend tourists to stay in this hotel.

Dear Lotte Hotel Busan Team, I recently stayed at your property and would like to thank your staff for their hospitality. I truly appreciated the comfort of the room, the excellent location, and the warm and courteous service throughout my visit. However, I would like to share one piece of feedback that left a less-than-positive impression. As a guest staying at a premium hotel like Lotte, I had expected that access to facilities such as the pool, sauna and gym would be included as part of the room package. It was surprising to discover that these amenities require an additional fee per entry, which was not clearly stated during the booking process. Lotte Hotel is positioned as a high-end destination, and in that context, this policy felt out of place. It gave the impression that the hotel—despite its elegance—is being unnecessarily restrictive with services that most guests would reasonably expect to be included. I hope you might consider reviewing this policy in the future. A more inclusive approach would better reflect the refined image that Lotte is known for. Thank you once again for the otherwise lovely stay. Warm regards,

We had good stay at Lotte hotel Busan. Itssuper convenient as thr hotel is within the mall. There are lots of good food in the vicinity as well.

It was very nice, stayed and was clean enough. Especially, breakfast was one of the best in any hotel.