# My Hotel Key — user reviews > 84 indexed App Store user reviews of My Hotel Key by Agilysys NV, LLC, rated 2.30/5 from 3 ratings. - Source: https://appshunter.io/ios/app/my-hotel-key/id1440570770/reviews - App overview in markdown: https://appshunter.io/ios/app/my-hotel-key/id1440570770.md - Rating breakdown: 5★ 1 · 4★ 0 · 3★ 0 · 2★ 0 · 1★ 2 ## What do users think of My Hotel Key? Overall sentiment: negative **Pros** - 👍 Saved check-in time (rarely) - 👍 Worked for some users **Cons** - 🐛 Does not work (frequently) - 🐛 Crashes often - 🐛 Camera/ID scan issues - 🐛 Cannot share key - 🐛 Credit card expiration date bug - 🐛 License required - 🐛 Unreliable virtual key - 🐛 Slow to unlock door - 🐛 Inconsistent reservation recognition - 🐛 App stuck on startup/authentication - 🐛 UI/UX is terrible - 🐛 App is useless - 🐛 Wastes time - 🐛 Security concerns about data **Commonly reported bugs** - App does not work for room access - App crashes when trying to use digital key - Camera fails to focus or scan ID/license - Credit cards with expiration dates before May are not accepted - Cannot share digital key with others - App requires driver's license photo - App gets stuck on startup or authentication screens - Virtual key does not load or work - App crashes when pulling up a key - Camera on iPhone 14 Pro cannot focus - App crashes when trying to use the key - App crashes when pressing 'use digital key' - App displays 'reservation already used by another device' - App says 'you are not checked in' despite confirmation - App fails to recognize reservation - App requires data coverage to function - App won't take selfie or match face to ID - App shows blank screen with only refresh button - App states 'minor bug fixes' but still doesn't work - App cannot be used on multiple devices - App states no reservation found - App requires rotation and flipping for door access **Most requested features** - Fix the app so it actually works - Improve camera focus for ID scanning - Allow key sharing - Fix credit card expiration date bug - Remove unnecessary license requirement - Improve app navigation - Develop own app for Grazie - Ensure app works on all devices/OS versions - Better error handling and user guidance ## Newest reviews (20 of 84) ### 1/5 — Gutter trash app don’t get locked out *2023-02-11, version 2.2.1* Even the cleaning lady said this app never works. ### 1/5 — Don’t use it *2023-02-06, version 2.2.1* this is a good idea but this app does not work. It worked once and then going forward it wouldn’t unlock my hotel door. Tried a different device and it did the same thing, worked once and stopped working. maybe in a year they’ll work out the kinks, in the meantime just get a physical key. ### 1/5 — Not reliable *2023-02-04, version 2.2.1* Didn’t work for days. The virtual key didn’t load even though we already checked in. Not sure why hotels are paying for this app. It’s not reliable. ### 1/5 — Does not work *2023-02-02, version 2.2.1* I checked in online. Downloaded this app and it does not go beyond the startup page telling me that I must check in before proceeding. There is no way to enter the ID information. Just. Refresh button that keeps telling me to check in it use the app. The Venetian said to pick up key from front desk. Useless. ### 1/5 — Don’t use *2023-01-30, version 2.2.0* The app is unable to focus camera on an iPhone 14 pro making it useless for its intended purpose. ### 1/5 — Don’t use it *2023-01-17, version 2.2.0* This is horrible. Venetian check in pushed it. Was excited but it doesn’t work. Went to elevator on arrival and when you access the key it crashes. Security guard just laughed and said it doesn’t work. Front desk said the same. Instead of saving time, wasted it. ### 1/5 — Useless *2023-01-16, version 2.2.0* Crashes when pulling up a key ### 1/5 — Does Not AllowImage Capture *2023-01-16, version 2.2.0* As others have stated, tried to use for the Venetian and the app does not work. You are supposed to scan your ID but it will not focus. You cannot get past this step so impossible to use. A shame that a high end hotel would waste people's time with what should be a cool feature. ### 1/5 — Does Not Work *2023-01-14, version 2.2.0* We tried downloading and using the app per the instructions from the Venetian 5 times. This is a piece of junk. ### 1/5 — Total Fail *2023-01-11, version 2.2.0* App does not work at all. A total waste. ### 1/5 — Fuzzy camera + crashes *2023-01-09, version 2.0.2* Somehow screws up the camera for ID verification to make it incredibly difficult to focus. But fatal flaw was that it instantly crashes when I tried to open the key for door access forcing me to go get a physical key at The Venetian. And I wasn’t the only person I know who had the same problem. ### 1/5 — Terrible app *2023-01-08, version 2.0.2* This app does not work. It has a low rating for a reason. I have an iPhone 14 pro and it ain't get past authentication ### 1/5 — Does not work on iPhone 14 pro *2023-01-05, version 2.0.2* The camera won’t zoom or focus, and if you are lucky you might get past that step, like I did, then it would just crash trying to use the key. Had to walk all the way down and get in line, what a disaster if an app. ### 1/5 — Crashes every time. *2023-01-04, version 2.0.2* Won’t open on updated iPhone 14. Have to go to check in and get real key. Lousy app compared to Hilton. ### 1/5 — Worthless *2023-01-03, version 2.0.2* Don’t bother with this app. Does not work. Why does the Venetian even use this app? ### 1/5 — I agree someone says that the people who produce this app only have two brain cell *2023-01-03, version 2.0.2* It’s all at my title ### 1/5 — Literally does not work *2023-01-02, version 2.0.2* I was able to setup my account via drivers license upload. I got the text messages saying I would be notified when my room at the Polazzo was ready. Then when trying to check in at the Palozzo, the app just hung. Spinny circle and it would not work. I had the latest iPhone with the latest iOS, no dice. Avoid, and just check in the old fashioned way. ### 1/5 — Why do you guys even have this app? *2022-12-29, version 2.0.2* Are the coders that work for this app only have two brain cells something simple as this it doesn’t work well it takes too much time. It wastes our consumers time just get rid of this app. It’s very annoying and the people who created it are even more annoying ### 1/5 — Trash App *2022-12-25, version 2.0.2* There are thousands of good software engineers on the market, why are you hiring people who performs their jobs worse than doing school projects ### 1/5 — Wasted time *2022-12-23, version 2.0.2* Terrible app, not worth trying ## Most critical reviews (10 lowest-rated) ### 1/5 — Broken *2025-06-06, version 2.2.7* This app has a major flaw — it won’t accept credit cards with expiration dates before May, which is the first issue I ran into. I had to use a different card with a later expiration just to proceed. Then, once I got to the hotel, I was met with an error about the wrong key size and a pop-up box. Pretty frustrating. Don’t release something that doesn’t actually work. ### 1/5 — Can’t Share Key *2023-07-03, version 2.2.1* I’ve tried to use this app during multiple stays. I was not able to share the key with my husband and had to get physical keys instead on each trip. Also, why is my license needed to use this app? ### 1/5 — Worst thing ever *2023-04-06, version 2.2.1* How a hotel like the Venetian is linked with an app like this is terrible…it didn’t work once and I got locked out 3 times expecting to use this. The only positive of this app was that it displayed my room number. When locked out, I had to either go all the way to the desk or back to the elevators to call and wait for security, how rediculous! ### 1/5 — Not working *2023-04-01, version 2.2.1* Not working ### 1/5 — Get a real card *2023-03-29, version 2.2.1* Works 10% of the time. Horrible experience. ### 1/5 — Does not work! *2023-03-21, version 2.2.1* Got to our hotel and finally made it up to our floor with luggage and security chuckled when we tried to enter with this app. They said it never works and we’d have to go back downstairs and stand in line to get an actual key card. HORRIBLE and they got my license! ### 1/5 — Junk app *2023-03-14, version 2.2.1* Don’t waste your time on this app. First of all, it says it does not collect personal data but it requires you to take a pic of your driver’s license (front and back). And, it doesn’t work 1/2 the time. Ended up getting to my room then had to go back to lobby to get a key card. In most regular hotels, that’s not an issue but at Venetian it’s a long walk then wait in a long line. ### 1/5 — Terrible *2023-03-03, version 2.2.1* What was meant to be a time saver is a time waster. The developers don't seem to recognize that Hawai'i licenses are different on the back. The camera won't recognize the back of a Hawai'i DL. Useless and not ready. ### 1/5 — Save yourself the time and go get a physical room key *2023-02-27, version 2.2.1* Wouldn’t work ### 1/5 — Thanks for keeping everyone out of my room - including me *2023-02-20, version 2.2.1* Standing outside my hotel room and cannot get into my suite. And the desk is a mile away from here … yay ## Most praised reviews (8 highest-rated) ### 5/5 — Worked for me! *2022-12-03, version 2.0.2* Not perfect! Auto zoom was an issue. Key is to not zoom all the way. Saved me a trip to the front desk. Served it’s purpose. ### 5/5 — Worked perfectly, bypassed the line! *2022-06-20, version 2.0.0* Worked as expected ### 5/5 — Works as expected *2021-06-28, version 1.0.11* Entered in my info and including taking pictures of front/back of drivers license and it found my name. When I got to Las Vegas hotel I was able to bypass the extremely long check-in line and go right to room. It does take about 30 seconds to allow door unlock access once app is opened. Not sure if my private information is safe. Hopefully they have secured it with good encryption. ### 4/5 — Only Works in Hotel *2021-05-16, version 1.0.9* The app is slightly awkward and it took me about 6 tries before it would recognize my face as compared to my drivers license. BUT we checked into the Venetian today and the linenwas crazy! With this app and early check in, we breezed past and were in our room 2 hours early with no line wait at all. Priceless. ### 4/5 — Worked well *2021-03-23, version 1.0.9* On my recent visit to Palazzo in Las Vegas, this app worked very well. Checked in virtually and used this app as my room key. Never had to visit the front desk. You do have to rotate the phone to portrait position and flip it so screen faces the entry lock to function. Not a big deal. Used the app on my iPhone XS. ### 3/5 — Worked every time and saved me check in time *2022-12-01, version 2.0.2* Registration was a little clunky with face detection and the UI/UX is terrible - but it did work every time. A little slow but worked. ### 3/5 — A bit clumsy but it beats the checkin line *2021-09-16, version 1.0.13* This app is very clumsy and provides little guidance to get started but it has saved me hours in the checkin line at the Venetian and Palazzo. Note that the only way to use the app is after you checkin at the hotel website (preferably through your mobile device that has this app loaded ) and select mobile key which will launch the app. Only then will it walk you through the process of taking pictures of ID and a selfie. The ID must reasonable match the information on your reservation. I like to also have a physical card so during off hours after I get to the hotel I go and pick up a physical key too. It isn’t necessary but I like having a couple of options to get through the room security line. ### 3/5 — Figured it out *2021-04-23, version 1.0.9* If you send the link to your text message and open it from there, it will open in the app and create your key. I’ve used it before, but had to find a loophole to make it work this time. Hope this helps. Definitely some bugs they need to fix --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-19.*