Digital Room Key in your wallet - Frequently Asked Questions

General questions

How do I set up and use a room key in Apple Wallet and Google Wallet?

You can add a key to your wallet directly at the end of online check-in by clicking the wallet button. Your room key is only active once your check in time has passed and your room is ready. To use your room key, hold your device near the door lock. After online check in, you can still set up or replace your wallet key from the Guest Portal homepage.

Which devices support room key in Wallet?

To add and use a room key in Apple Wallet, an iPhone 6S or later, or iPhone SE (2nd generation), with the latest version of iOS. Optionally, an Apple Watch Series 5 or later, or Apple Watch SE, with the latest version of Apple WatchOS.

To add and use a room key in Google Wallet, an Android 9 or higher with NFC turned on. The latest version of Google Wallet app (recommended).

How can I tell if I am able to use a room key in Apple Wallet or Google Wallet?

If your device is compatible with wallet keys, you can see an Add to wallet button at the end of your online check-in.

How do I use my room key in Wallet?

Once your Wallet key has been activated, just hold your mobile device or compatible watch near the reader to unlock the door.

I am not able to add my room key to Google Wallet. What do I do?

Don't worry, you can always check-in at the front desk when you arrive at the hotel, either in person or on our check-in kiosk. If necessary you can always ask for assistance!

Can I use a hotel room key in Wallet and a physical hotel key card at the same time?

Yes, you can use both.

What if I have multiple stays at a hotel?

If you book multiple rooms on the same date, the wallet key is only activated for the room you are assigned to. If you book a room on multiple dates, a different wallet key is activated for each stay. Each key is only active for your current stay after you complete your online check-in.

Where can I use my Wallet Key?

In addition to your room, your Wallet Key can also be used to access the same hotel spaces where you would use a physical key such as the sauna area and the front door.

Apple specific questions

What is room key in Apple Wallet?

A modern and convenient way to access your hotel room with your iPhone and Apple Watch.

Now you can add your room key to Apple Wallet and access your room as well as other common areas with just your iPhone and Apple Watch. It's easy, convenient, and private.

How secure are keys in Apple Wallet?

When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when. Your data is private and secure.

How can I add a room key to my Apple Watch?

When you add a room key to Apple Wallet on your iPhone, it is automatically added to your paired Apple Watch. Once your room key has been added, simply hold your Apple Watch near the reader to unlock.

Do I need to unlock my iPhone to use my room key in Apple Wallet?

With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet.

Can I still access my room if my iPhone needs to be recharged?

If your iPhone needs a charge, your room key in Apple Wallet will still work. On iPhone XS, XS Max, XR, and more recent devices, Power Reserve provides up to five hours of access after the device’s battery needs to be charged, so you can still get inside.

What happens to my room key in Apple Wallet if I lose my iPhone or Apple Watch?

If your iPhone or Apple Watch is misplaced or lost, you should use Find My iPhone to suspend or deactivate your digital key in Apple Wallet.

Instructions for Lost/Found Apple devices and Find My iPhone are located at Find your lost iPhone or iPad

Your room key in Apple Wallet will then be reactivated once your device is recovered. You can reactivate a found device that was suspended via iCloud.

Google specific questions

What happens to my room key in Google Wallet if I lose my Android phone?

If your Android phone is misplaced or lost, you should use the Find My Device app to remotely delete/wipe a lost device. Find, secure, or erase a lost Android device - Google Account Help.