FAQs

You can add your room key to Apple Wallet to access the main entry and your room with both your iPhone and Apple Watch

You can add a room key to Apple Wallet after you book a reservation. After you complete online check-in, tap the Wallet icon to add your key. The room key automatically activates at check-in time on your arrival day. To use your room key, hold your iPhone or Apple Watch near the door lock.

Yes. You select which room you’re staying in during your online check-in, and your room key is activated for that room.

In addition to your room, you can use your room key to access the same hotel spaces where you would use a physical key, such as the room, elevators and main entry. Room key-enabled access to other areas may differ by property 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

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 the help article: Use Express Mode with your cards and keys in Apple Wallet

Power Reserve provides up to five hours of access after your iPhone battery needs charging. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, you can review the article on express cards with power reserve: Express cards with power reserve

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

You can use your room key on one iPhone and one Apple Watch. You need to be signed into the same iCloud account and Apple account on both.

Use the Find My app iCloud.com to suspend, deactivate or reactivate your device in Apple Wallet. You can review instructions for Lost/Found Apple devices and Find My iPhone.

Try the basic troubleshooting steps below:

• Update to the latest version of iOS.
• 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 are accepted in your settings when logging into iCloud.

If you’re still unable to add your room key, contact our Host team at +64036590066 or [email protected] for assistance.

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

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:

• On your iPhone: Open the Wallet app and select the pass you want to remove. Select the More button in the upper-right corner, scroll down, and select Remove Pass. Note: This also removes the pass from paired Apple Watches.
• Online (if you no longer have access to 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.