Hotel Digital Key Problem

[SR Steve]

This door lock issue has been a problem for the last 2-3 years at many different Hilton and Hampton hotels using both a 15 PM and an Air iPhone. After registering, instead of opening the digital key function on the hotel app screen, the Wallet and Apple Pay app appears. Sometimes reprogramming at the front desk solves the problem and other times it's only an intermittent fix. Most recently the digital key would initially unlock only the room door but not any others, then after a few uses, it would require a reset to open the door. Numerous front desk reprogramming attempts were hit and miss and then the Wallet app would once again reappear. I eventually gave up and used the key card... 😡

Any ideas as to why this problem persists and how to address it?

 

[SR Steve]

I'm really surprised that no other Hilton Hotel regulars have come across this issue as it has persisted off and on for so long for me and on different iPhones... 😕

 

[Bichon]

I was at a relatively new Hampton Inn in February, and did experience the Apple Pay screen coming up a few times when trying to unlock the door, but had no trouble getting past it and getting the Hilton app to actually open the door. This is with an iPhone 17 Pro.

 

[SR Steve]

Thanks Bichon, since the problem is sporadic it may be an issue with the system at the hotel end. We stay at many different Hilton brands every year with the problem occurring at some locations and not others.

 

[BotchQue]

I don't use Apple Wallet or Pay so no help there, but I've learned to always ask for two key cards; I seemed to have a 30-40% failure rate with them, necessitating walking all the way back to the Front desk schlepping my suitcase/briefcase. Puts me in a foul mood. 🤨

 

[SR Steve]

I don't use Apple Wallet or Pay so no help there, but I've learned to always ask for two key cards; I seemed to have a 30-40% failure rate with them, necessitating walking all the way back to the Front desk schlepping my suitcase/briefcase. Puts me in a foul mood. 🤨

Yes, the 2 keys are a given as a card is always easier to use than fumbling with the phone app. I always check in online and choose our room so I usually try using the app on an exterior door to enter before visiting the front desk to collect our cards and associated perks. Sometimes it won't work on the outside doors but will allow access to the room, on our most recent stay it only worked on the laundry room door... 😳

 

[BugeyeSTI]

Yes, the 2 keys are a given as a card is always easier to use than fumbling with the phone app. I always check in online and choose our room so I usually try using the app on an exterior door to enter before visiting the front desk to collect our cards and associated perks. Sometimes it won't work on the outside doors but will allow access to the room, on our most recent stay it only worked on the laundry room door... 😳

I'm going to use the Hilton app for the first time at the end of the month. Hopefully I don't have the same issues you've described

 

[goldmac2006]

I did stay at a Hilton affiliated hotel in vegas twice named resorts world but they use native Apple wallet functionality with key cards for guests with iPhones.

I never had the problem like the OP said but ngl when setting it up and sharing it with other guests that stay in the same room with you by sharing the key it usually takes really long. It takes like 15 minutes to get it ready after it’s already been checked in.