General questions
Q: What is a digital room key in your wallet?
A: A Wallet key allows you to store your digital room key so you can unlock doors using your phone or a compatible smartwatch.
Q: How can I tell if I can use a Wallet key?
A: If your device is compatible with Wallet keys, you will see an Add to Wallet button at the end of your online check-in.
Q: I am not able to add my digital room key to Wallet. What should I do?
Option 1 – Hotel with reception & NO Kiosk
A: Don’t worry, you can always check in at the front desk when you arrive at the hotel. If needed, you can also ask for assistance.
Option 2 – Hotel with reception & Kiosk
A: 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.
Option 3 – Hotel with staff-less arrival
A: Don’t worry, you can always contact the Hotel Sigma at +1 819-825-8484 or info@hotelsigma.ca for assistance.
Q: Can I use a digital room key and a physical hotel key card at the same time?
A: Yes, you can use both.
Q: What if I have multiple stays at a hotel?
A: If you book multiple rooms on the same date, the Wallet key only activates for the room you are assigned to. If you book a room on multiple dates, a different Wallet key activates for each stay. Each key is only active for your current stay after you complete your online check-in.
Google specific questions
Q: What happens to my digital room key in Google Wallet if I lose my Android phone?
A: If your Android phone is misplaced or lost, you should use the Find My Device app to remotely delete/wipe a lost device.
Q: Which devices support digital room key in Google Wallet?
- Android 9 or higher, with NFC turned on.
- The latest version of Google Wallet app is recommended.
Apple-specific questions
Q: What is a room key in Apple Wallet?
A: You can add your room key to Apple Wallet and access your room with only your iPhone and Apple Watch.
Q: How do I set up and use a room key in Apple Wallet?
Option 1 – If using automatic check in
A: You can add a room key 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 automatically activates at check-in time on your day of arrival. To use your room key, hold your iPhone or Apple Watch near the door lock.
Option 2 – If not using automatic check in
A: You can add a room key to your 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 automatically activates once you check in and your room is assigned. To use your room key, hold your iPhone or Apple Watch near the door lock.
Q: Can I use room keys in Apple Wallet if I have a reservation for multiple rooms?
A: Yes. You select which room you’re staying in during your online check-in and your room key is activated for that room.
Q: Where can I use a room key in Apple Wallet?
A: 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 main/night entrance.
Q: How secure are keys in Apple Wallet?
A: 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.
Q: What do I need to get started with the room key in Apple Wallet?
- An iPhone or Apple Watch running the latest version of iOS or WatchOS
- An Apple Account signed into iCloud
Q: Do I need to unlock my iPhone to use my room key in Apple Wallet?
A: With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet.
Q: Can I still use my room key in Apple Wallet if my iPhone needs to be charged?
A: Power Reserve provides up to five hours of access after your iPhone battery needs charging.
Q: How can I add a room key to my Apple Watch?
A: 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.
Q: On how many devices (iPhone/Apple Watch) can I use my room key in Apple Wallet?
A: You can use your room key on one iPhone and one Apple Watch.
Q: What should I do if my iPhone or Apple Watch is lost or stolen?
A: Use the “Find My” app or iCloud.com to suspend, deactivate or reactivate your device in Apple Wallet.
Q: I am not able to add or use my room key to Apple Wallet. What do I do?
A: Try the following 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 are accepted in your settings when logging into iCloud.
If you’re still unable to add your room key, contact the Hotel Sigma at +1 819-825-8484 or info@hotelsigma.ca.
Q: Why can I only use a room key in Apple Wallet at some hotels?
A: There are currently a select number of hotels that can support the new room key capabilities.
Q: How do I remove Wallet passes from a device, for example, after upgrading to a new iPhone or Apple Watch?
A: If you’re no longer using a device, you can remove its Wallet passes directly on the device or online.
