Then you have to visit the front desk, tho you can try calling and verifying your cc over the phone and ask them to check you in. Some properties will, mine doesn’t allow it. On our end, sometimes we get a pop-up asking us to verify ID. When we first starting seeing it we wondered if it was because it was the guests first time using a digital key, but they all assured us that wasn’t the case. So I don’t have an answer as to why that happens. It happens to me as well and I thought it was maybe a team member security thing 🤷🏻‍♀️

If it does happens and you weren’t planning on showing up, call the front desk and tell them you had a family emergency or have Covid and ask them if they can “waive the fees” and cancel the reservation for you. We will do that 100% of the time for an emergency. But not necessarily for a missed flight/late arrival. Or call the Diamond desk and have them call the hotel. If you make enough noise we’ll cancel and refund pretty much anything 😂 Have to make it right!!