Mobile room key - Frequently asked questions

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.