Contact OpenKey Support

Using this app disabled the physical key cards we were given. Didn’t realize that and left our phones in the room when we went to the pool. We couldn’t get back into the room using the key cards. After we get that straightened out we decide to only use the app and not the key cards. All was well until housekeeping used a key card to get into the room to clean it. When we returned the app now didn’t work. But apparently since we tried the app, that disabled our key cards. Maintenance had to come with a laptop and reprogram the door and let us in. We then used only the physical key cards and never had a problem again. If it ain’t broke, don’t fix it.

Locked out of my room and the front desk closed at 11pm not to return until morning. Downloaded the OpenKey app to get back in the room and received the following message when prompted to input my phone number: “Alert! Sorry! Looks like you haven’t been checked into the hotel yet.” I checked into the hotel at 2:40pm and have been in and out of the room multiple times. My belongings are in the room. I don’t know why the app doesn’t think I’m not checked into the hotel. It seems that something with the OpenKey system concerning my stay has been lost in translation. I called OpenKey support at 11:48pm PST and was informed that a “technician/agent” who may/or may not be equipped to resolve my issue won’t be in until 9am, the following business day. At which point I will have spent the night in my car, where I wrote this review, prior to my slumber. As it stands, the lack of functionality and/or systematic communication concerning this app has rendered my money for this hotel stay a complete loss.

I must say this is the most frustrating app to use. First of all, it is not exactly practical when you must carry a working phone with you no matter what (including running, surfing, etc...). I wish we had the key card option, but this is all we got. Second, the app crashes most times; we have to relaunch the app so many times just to get it to work, and when it works, it’s like finding gold. Lastly, the anxiety of being locked out in case your phone dies, or you can’t get the app to work can interfere with the enjoyment of your vacation.