Frequently Asked Questions

In the app's bottom menu, navigate to 'Stays'.2. Click on the three lines in the top right corner, then select 'Find booking'.3. Search the hotel's name and select your hotel.4. Click 'Grab booking', and follow the instructions from there.Good to know: your booking number can be located in the check-in e-mail or SMS from the hotel. If you have booked via another website, you may have another booking number there, which won't be usable for finding your booking in our app. In this case contact the hotel to get their booking number.

Certain hotels may request a security deposit as a precaution for any extra purchases or any potential damages made during your stay. You will get the funds refunded after your stay, should no extra charges occur. Be aware, that it takes some days before the amount is back in your bank account. You may experience different payment related scenarios when you check in based on the hotel’s requirements: 1. Providing payment information without any funds being held on your account upfront. 2. Providing payment information with a reserved amount to be held upfront. Any amount not used will be released again on check-out. 3. Providing a deposit. Any amount not used will be released again on check-out.

If you're asked to pay the exact same amount as you've already paid when you booked, please contact the hotel or complete your check-in at the reception. If you have paid upfront, the hotel might still require your credit card details as part of their hotel policies. This is mostly used as a precaution for any extra purchases or any potentital damages made during your stay. You will get these funds back as soon as your stay is completed, should no extra charges be needed.

Should you require an invoice for your stay, please contact the hotel and they will e-mail you one. In the app under your 'Profile' and 'Receipts' you'll find the payment receipt if you have paid through online check-in or check-out via AeroGuest.

If you are unable to scan your passport, please proceed to the hotel's reception for check-in. Upon completion, you will be granted access to the app as well as your digital key.

If you do not have your passport with you, please go to the reception for assistance with the check-in process.

It is not possible to check-out digitally after the official check-out time of the hotel - you can see the check-out time on your booking card in the app - please go to the hotel’s reception to complete your check-out.

Please be aware that you cannot login with phone number and password if you previously used a social media account as login. Is that not the case for you, then you can always reset your password by clicking on 'Forgot password'.

Please make sure you entered the correct phone number (it cannot be a landline). Kindly consider restarting your phone as it may help in retrieving any lost messages. Still having trouble? Try going here: (https://join.aeroguest.com), type in your mobile number and use the call option to retrieve your verification code.

To delete your account, please open the AeroGuest App, navigate to ‘Profile’, then ‘Account’ and at the bottom select ‘Delete account’. This will ensure that your account is permanently removed from our system.

In this case it's important that the phone number or e-mail address registered on the reservation match the phone number or e-mail address you type in when you 'Grab' your booking. 1. Make sure you received a confirmation of your reservation. 2. Make sure you enter the correct reservation number and personal details. If you spot a typo mistake in your details, please contact the hotel directly and ask them to change it. Wait 15 minutes and try again.

You can find your room number on the booking card under ‘Stays’. The room number will not be visible before your room is clean and ready for arrival. The property always aim to have your room ready at the official check-in time. The check-in time is also displayed on your booking card. Good to know: If it's past check-in time, please contact the hotel and ask when your room will be ready.

You can share your booking by clicking the 'Share' button in your reservation under 'Stays'. Be aware that by clicking the button, you will also share the digital key for the room (if the hotel provides you with one). Some hotels do not support booking and key share due to security reasons and hence you will not be able to share your booking.

You can find the digital key by clicking on the ‘Digital key’ button on the booking card under ‘Stays’. The digital key will not be visible before your room is clean and ready for arrival. Your room should be available no later than the official check-in time, also found on your booking card. Good to know: If it's past check-in time, please contact the hotel and ask when your room will be ready.

Please make sure to have the phone as close to the reader as possible. Most of the door locks need to be woken up by metal that is in our phones, therefore holding it very close is important, especially if you have a thick phone cover. Being patient is key! Sometimes the door lock needs a little longer to connect to your phone. In case this does not do the trick, double check that your Bluetooth is activated and that you have the latest version of the AeroGuest app installed.

Go to ‘Stays’ section in the app on the left side of your Digital key, you have the 'Share key' option and just need to follow the instructions. Good to know: Some hotels do not allow key sharing due to security reasons, therefore you will not be able to share your booking in app. Should you reach the maximum allowed shares defined by the place you stay at, you will no longer be able to share the key or the booking. In case you need an extra key to your room, please contact the reception.

Once you've gotten access to your digital key, you can share it with your travel companions. Left of the digital key you have the 'Share key' option and simply just follow the steps.

Please rest assured that all your information is treated with the utmost care. We use advanced encryption and secure storage methods to protect your privacy and data. Your personal details are kept safe and confidential, ensuring a worry-free and secure experience throughout your stay.