Replacing a Lost Keycard on the Kiosk

This page explains how a checked-in guest gets a replacement keycard from the self check-in kiosk.

I lost my keycard. How do I get a new one?

1. On the kiosk welcome screen, tap Lost your keycard?. At some properties this button is called Request Assistance. Tap it, then tap I lost my keycard.
2. Enter your room number.
3. Look at the camera so the kiosk can verify your identity.
4. Place a blank keycard on the encoder and wait.
5. When you see "Keycard ready", tap Done.

Any checked-in guest registered to the room can request a replacement card.

How many replacement keycards can I get?

The property limits replacement keycards per stay and per day. The kiosk shows the limit before you start. When you reach the limit, the kiosk asks you to go to the front desk.

The kiosk cannot find my room for a replacement keycard

The kiosk shows "We could not find an eligible checked-in stay for that room". Check the room number and try again. You must be checked in to that room. If it still fails, go to the front desk.

The face check failed during keycard replacement

The kiosk shows "We could not verify your identity" or "Face scan failed". Face the camera in good light, remove sunglasses or a hat, and try again. If it keeps failing, go to the front desk.

The replacement keycard could not be made

The kiosk shows "We could not encode the replacement keycard". Before making a card, the kiosk confirms your stay and room with the hotel's booking system. If it cannot confirm them, no card is made. Try once more. If it fails again, go to the front desk.