Wallet Key FAQ

In the reservation confirmation, look for the “Add to Wallet” button.

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

There is no cost to add or use your room key in Apple Wallet or Google Wallet.

If you have booked multiple rooms on the same date your room key will be automatically activated for each room. If you have booked the same hotel on multiple dates each stay will be represented with its own room key in Wallet. Only the room key for your current stay will be activated when you check in.

There are currently a select number of hotels that can support the new room key capabilities. Other properties will be adding support for room keys in Wallet soon.

Room key in Apple Wallet gives you all the functions of a traditional room key card directly on your iPhone or Apple Watch. It’s easy, convenient, and private.

After completing the online check-in, you can add your room key to Apple Wallet. Simply click on the wallet icon and your key will be added. Your room key will be activated once you check in and your room is assigned. To use your room key, simply hold your Phone or Apple Watch near the door lock.

• iPhone 6S or later, or iPhone SE (2nd generation), with the latest version of iOS.
• Apple Watch Series 5 or later, or Apple Watch SE, with the latest version of Apple WatchOS.

The Series # for your Apple Watch can be found on the back of the Apple Watch. Note: Series 0 Apple Watch is not eligible for this program.

You can use your room key on up to [#] iPhone(s) and [#] Apple Watch(es). All devices must be signed in with the same Apple Account (formerly called Apple ID).

Yes, you can use both.

In addition to your room, your room key can also be used to access the same hotel spaces where you would use a physical key such as the elevator, main/night entrance and common areas.

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.

When you add the key to your iPhone, it is automatically added to the paired Apple Watch that is signed in with the same Apple Account. Once your room key has been added, simply hold your Apple Watch near the reader to unlock.

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

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.

If your iPhone or Apple Watch is misplaced or lost, you should use Find My iPhone to suspend or deactivate your card in Apple Wallet. Instructions for Lost/Found Apple devices and Find My iPhone are located here. 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.com.

Try the below basic troubleshooting steps:

• Update to the latest version of iOS, watchOS, or macOS.
• Confirm that you have Face ID,Touch ID,or a passcode set on your device.
• Check that your device is eligible.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check for service outages or connection issues.
• Check whether Apple T&C’s were accepted when logging into iCloud.
• If you’re still unable to add your room key, contact the [name] at [phone] or [email].

On your iPhone, open Apple Wallet. Select your room key. Tap the More button. Then to delete a room key, just tap Remove Key.

You should first remove your pass from your old device in the Apple Wallet app. Once your old pass is removed, you can add your pass to the new device.

Visit the front desk or contact [PHONE] or [EMAIL]. Business hours are Monday – Friday [BUSINESS HOURS].

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 is recommended.

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