Digital Wallet FAQ

You can add your room key to Apple Wallet and access your room with only your iPhone and Apple Watch. It’s easy, convenient, and private.

A room key can be added to Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key will automatically activate once you check in and your room has been assigned. To use your room key, simply hold your iPhone or Apple Watch near the door lock

Yes. Your room key will be automatically activated for each room that you have reserved.

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.
*Room key-enabled access to other areas may differ by hotel location.

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.

• An iPhone or Apple Watch running the latest version of iOS or WatchOS
• An Apple Account signed into iCloud

With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. By default, Express Mode is turned on. For more details, see here.

Power Reserve provides up to five hours of access after your iPhone battery needs to be charged. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, see here.

When you add a room key to Apple Wallet on your iPhone, a room key will automatically be added to Apple Wallet on your paired Apple Watch. Once added, simply hold your Apple Watch near the reader.

You can use your room key on up to 1 iPhone(s) and 1 Apple Watch(es). They all need to be signed into the same iCloud account and Apple Account.

Use the “Find My” app or iCloud.com to suspend, deactivate or reactivate your devicein Apple Wallet.  Instructions for Lost/Found Apple devices and Find My iPhone are located at here.

Try the below basic troubleshooting steps:
Update to the latest version of iOS or watchOS.
Confirm that you have Face ID, Touch ID, or a passcode set on your device.
Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
Check whether Apple T&C’s were accepted in your settings when logging into iCloud.

If you’re no longer using a device, you can remove its Wallet passes directly on the device or online. Once removed, you can add your passes to a new iPhone or Apple Watch.
 
You can remove a pass from your old device in two ways:
 
1.     On your iPhone: Open the Wallet app and select the pass you want to remove. Tap the More button in the upper-right corner, scroll down and tap Remove Pass.
 
Note: This also removes the pass from paired Apple Watches.
 
2.     Online (if you no longer have the device): Go to account.apple.com and sign in. Select Devices from the sidebar, choose your device, and click Remove items.
 
Note: this removes all Wallet cards and passes from that device.
 
After removal, you can add your passes to your new device.

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

Yes, you can use both.

A Wallet key allows you to store your digital room key so you can unlock doors using your phone or a compatible smartwatch.

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

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

Yes, you can use both.

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.

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.

Android: Android 9 or higher with NFC turned on.
Google Wallet: The latest version of Google Wallet app (recommended).