Room key in Google Wallet FAQ

In our FAQ section, you’ll find clear and detailed answers to the most important questions about your Mobile Key for Google Wallet and Google Wallet itself. Whether you need help with setup, daily use, or troubleshooting, we’ve gathered the most common topics for you here. This allows you to quickly find the information you need to use your Mobile Key safely and efficiently.

General Questions:

• What is a digital room key in your wallet?

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

• How can I tell if I can use a Wallet key?

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

• I am not able to add my digital room key to Wallet. What should I do?

  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!

• Can I use a digital room key 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.

Google Specific Questions:

• What happens to my digital 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.

• Which devices support digital room key in Google Wallet?

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