Mobile room key - Frequently asked questions

It’s a digital version of your room key, stored in Apple Wallet. Just like a physical key, you can use it:

In the lift to gain access to your room’s floor if required

• Entering exterior hotel entrances
• Accessing hotel parking garages
• Accessing other common areas

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

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

After booking, you can add your key to Apple Wallet via the hotel app. Your key will be activated once you check in and your room is assigned. To use your key, simply hold your iPhone or Apple Watch near the door lock. With Express Mode, there’s no need to need to unlock your device or open an app.

Your key in Apple Wallet can be used even if your iPhone or Apple Watch has no network connectivity, as the key is stored on your device. 

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

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

Standard keys utilise Bluetooth technology that allow guests to use apps on their iPhone or Android phone as a key. Your key in Apple Wallet can be securely used without opening an app or even unlocking your device. If you change rooms or add a few extra nights to your stay, your key automatically updates in the background — so there's no extra work for you, and no extra trips to the front desk. And if you’re out late to dinner, your key in Apple Wallet may work for up to five hours after your device needs a charge.

When your 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.

A key can be added to Apple Wallet after you book a reservation. It will automatically activate once you check in and your room has been assigned.

Contact our reception team and they will assist or provide you with a physical key card. 

1. An iPhone or Apple Watch running the latest version of iOS or Apple WatchOS.

2. An Apple ID signed into iCloud

Your key in Apple Wallet will still work even when your iPhone needs charging. Power Reserve gives you up to five hours of access after your battery runs out, so you can still get into your room. This works with Express Mode on iPhone XS, XS Max, XR, and newer devices.

If your device is lost or stolen, you can use iCloud.com or the Find My app on another Apple device to suspend or deactivate your room key in Apple Wallet. For full instructions, visit Apple Support. If you need a new key, just visit the front desk—we’ll be happy to help.

There are currently only a select number of hotels that can support the digital key capabilities. Additional hotels which already support keys will be available to add in Apple Wallet soon.

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

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

1. iPhone 8 or later, running iOS 16.4 or later

2. Apple Watch Series 3 or later, running WatchOS 9.2 or later

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

Yes. Head to your Wallet to find your key. Tap the share icon in the top right-hand corner of the screen and then either scroll through your recent contacts or start typing the name of the contact you’d like to share the key with. Double click on the side of your phone to confirm and then click ‘send’ to send the link to your contact. 

It’s a mobile version of your room key, stored in Google Wallet. It is a secure, contactless way to access your room, lifts, exterior entrances and other common areas.

Note: Access to specific areas may vary by hotel location.

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

To get started, you’ll need:

● An Android phone running Android 9.0 or later with NFC enabled

● The Google Wallet app installed and up to date

● A Google Account signed in on your device

● A Wear OS watch (optional, for use on a wearable)

After booking, you can add your key to Google Wallet via the Premier Inn app. Once you’ve completed check in online, you’ll be given the option to add your mobile key to Google Wallet. Your key will activate automatically when your room is assigned.

To use it, wake your phone and hold the back of the device near the door lock.

Room keys are stored securely on your device in Google Wallet. Google does not track when or where you use your key. For added security, your device must have a screen lock set up (PIN, pattern, or biometric) to use the key in wallet.

For most uses, you only need to wake your screen. Occasionally, Google Wallet may require you to unlock your device after a number of uses or a period of inactivity

To use your room key in Google Wallet, the device must be powered on. If your phone battery dies, you will need to get a physical keycard from reception or charge your device to regain access.

If your phone is lost or stolen, use Android’s "Find My Device" (google.com/android/find) to remotely lock or erase your device. This will prevent anyone from using the keys in your Google Wallet. You should also notify the hotel front desk immediately so they can revoke the mobile key in their system.

You can add and use your key on one phone and one paired Wear OS watch. Google Wallet limits the key to one active mobile device at a time for security.

To add it to your watch, follow the “Add to Google Wallet” flow on your phone and select your wearable when prompted.

Try the following:

● Check that NFC is turned on

● Update your device software and Google Wallet app

● Make sure a screen lock is enabled

● Confirm your Google Account is signed inIf you still can’t use your key, reception can help or provide a physical key card.

There are currently only a select number of hotels that can support the mobile key capabilities. We’re working hard to have all sites up and running with mobile keys soon.

Each room is issued one mobile key, which can be added to Google Wallet by the primary guest. Keys in Google Wallet can’t currently be shared. Only the primary guest can add the key by selecting “Add to Google Wallet” in the Premier Inn app. Other guests can use physical key cards from reception.

Google Wallet keys use NFC (Near Field Communication) for a fast, tap-to-unlock experience, similar to Google Pay. Unlike many mobile keys that rely on Bluetooth, there’s no need to open an app before using your key.