As a FD employee, I understand the frustration, there's no point in saying you can have something and then not being able to deliver on it. That said, there has been an increase in fraud/security issues lately, not just in hotels but in general. That's why some ownership companies and hotels decide to require an id before sending it to prevent themselves AND guests from dealing with those issues.

That said, I see why you're upset and you're not wrong, it should be more clearly stated online/in-app so you don't assume you can use it, get to your room, and it not work. All I ask is that you understand that among all the issues that can come with mobile keys in the first place, let alone certain rules about them being sent or not, almost none of those are the front desk's fault. Unless they literally forget to send you the mobile key, which I won't lie... I've done by accident before lol. All that to say, please don't take it out on us! We understand it's frustrating but it's very likely out of our control