The new arrival baseline

Apple supports hotel keys in Wallet on iPhone and Apple Watch. Guests add the key from the hotel app or reservation and use tap to unlock. Changes to the stay can update the key without the desk. 

Google Wallet also supports hotel keys on Android for rooms and key-controlled areas like lifts, pools and gyms. Guests can require device unlock for extra security. 

On the supply side, lock vendors have shipped Wallet compatibility. Vingcard announced Google Wallet support for hotel guest keys in June 2024, and partners such as Zaplox power Apple Wallet keys in Nordic group Strawberry. Hyatt showed the model early with Apple Wallet keys in 2021. This is not a pilot stage anymore. 

Operators setting the pace

Club Quarters rolled out digital wallet compatible room keys across all US and UK properties in January 2025, with clear guest guidance and support for both Apple and Google Wallet. This is a full portfolio move, not a single hotel test. 

Strawberry integrated Wallet keys into its app using ASSA ABLOY and Zaplox, so members move from booking to door without friction and can access common areas with the same key. 

Hyatt set an early reference for Wallet keys and instant updates when a room or stay changes, which builds trust in the flow. 

Design moves that matter

Start before the lobby.

Place an Add to Wallet button in the confirmation and on the pre-arrival page. Tell guests when the key activates and what it opens beyond the room. Small lines reduce doubt and desktop calls. 

Treat Wallet as a brand surface.

The pass sits on the lock screen. Keep name, icon and dates sharp. Add a support tap target. Do not crowd it with offers. Let the first tap be clean, then follow up in email or WhatsApp.

Keep a graceful fallback.

Cards still matter. Train teams to issue a physical card in seconds and to troubleshoot device unlock settings. Google Wallet lets guests require device unlock. Apple explains add to Wallet steps in a simple flow your team can mirror. 

Make systems agree.

Align PMS, lock system and CRM. Test room moves, late checkout, extra keys for companions and immediate revokes. Vingcard and similar vendors provide Wallet bridges, but edge-case testing is on you. 

Turn saved minutes into service.

Use the time you remove from check in to welcome. Offer local tips, spa slots, table holds or a fast bag drop. The lobby should feel like a lounge, not a line.

Sustainability as a plus, not the headline.

Fewer plastic cards is good. Guests care more about control and speed. Lead with that. Report the card reduction in your impact note later.

A 30-day implementation plan

Week 1. Map and script.

Map the journey from confirmation to door. Write microcopy for email, app and lobby signage.

Week 2. Pilot and break it.

Run a pilot on one floor or property. Force room changes, early arrivals, extra nights and common-area access. Fix what fails.

Week 3. Train and backstop.

Create a two minute staff script for iPhone and Android. Set a clear rule for instant plastic fallback.

Week 4. Launch and measure.

Track queue length, support tickets, Wallet adds, first-tap success and guest comments. Ship copy tweaks within the week.

Want the full 30 day plan? Write to info@ariom.co and we will send it to you at no cost.

One takeaway

Wallet keys are not a gadget. They are the first moment of truth. Design the journey, keep the tap clean, and make the saved time feel like care.

Photos
https://www.clubquartershotels.com/wallet-key
https://www.vingcard.com/en/resources/press-releases/vingcard-introduces-google-wallet
https://www.prnewswire.com/news-releases/club-quarters-rolls-out-digital-wallet-compatible-room-keys-across-all-hotels-with-mobile-access-from-vingcard-302350633.html
https://newsroom.hyatt.com/news-releases?item=124174#assets_all