Support

Important Information Before Arrival

To make your arrival seamless, including options for early check-in, room upgrades, and to add your room key to Apple Wallet or Google Wallet, we invite you to complete your pre-arrival registration by email. A personal registration link will be sent to the email address provided at the time of booking. Upon arrival, guests can tap their phone, watch, or any enabled device near the reader to unlock their rooms.
Online check-in includes ID verification and signing and must be completed no later than the day before arrival in order to receive access to the hotel and your room.

Identification requirements:

Swedish guests may identify themselves using a passport, national ID card, or driver’s license

International guests must identify themselves using a passport or a national ID card

Once the online check-in is completed and approved, your digital room key will be issued and activated at your check-in time. The key is sent via email and can be added to Apple Wallet or Google Wallet directly from the online check-in email.

Upon arrival, you can simply tap your phone, smartwatch or other compatible device near the reader to unlock the hotel entrance and your room.

Check-in time: 15:00

Zzz Dreamscape Hotel is a fully unmanned hotel and does not have a physical reception or key cards on site.

If you need assistance, support is available via chat or phone. For personal assistance, you are also welcome to visit our sister hotel, Mornington Hotel, located at Nybrogatan 53.

Our hotel operates without on-site staff, but everything is designed to ensure a smooth and seamless stay.

Access to the hotel and your room is provided via your smartphone using a digital key in your Apple Wallet or Google Wallet, after completing your online check-in and identity verification.

If you experience any issues, we are always just a phone call away. Please contact us at +46 8 507 33 100 and we will be happy to assist you.

At Zzz Dreamscape Hotel, security is a top priority (you’re probably safer here than in any other hotel). We have sprinklers installed in all areas and a direct connection from the fire alarm to the fire department. All corridors and other shared spaces have both video and sound surveillance. To stay at our hotel you have to confirm your identity with your passport or similar approved identification, and all guests have their picture taken at check-in. So smile! You’re in good hands. The hotel's premises are also patrolled by security personnel.

As an honoured guest at Zzz Dreamscape Hotel, we ask you to agree that we keep the personal information you have provided us with - all in accordance with the security regulations and requirements our hotel has (see Security above). You can, at any time, ask us to delete information about you that we are not required, by law, to keep.

The room will be at your disposal from 3:00 PM CET on the day of arrival and until 12:00 PM on the day of departure, unless otherwise stated in your confirmation.

Please note that all guests staying in the same room must be added during online check-in. Each guest who requires their own digital key must complete the check-in on their own device.

There is no app or on-site check-in. Instead you must complete your online check-in in advance. Once completed, your digital key can be downloaded to your Apple Wallet or Google Wallet.

A valid ID is required during the online check-in process.

For check-out, no action is required – simply leave the room before 12:00 PM.

After completing your online check-in, your digital key can be downloaded directly at the end of the check-in process to your Apple Wallet or Google Wallet.
Your key will activate at check-in time and will give you access to both the hotel entrance and your room.

Do I need to download an app?
No, there is no app required. Your room key can be downloaded directly to your Apple Wallet or Google Wallet.

When will I receive my key?
Once you have completed your online check-in, your key will be available to download to your Wallet.
The key becomes active at 3:00 PM on your day of arrival.

I have booked a room for two guests – what should we do?
If two guests are staying in the same room and both want their own digital key, the second guest must be added during online check-in.
Each guest will then complete their check-in on their own device and download their own key.

If the second guest does not need their own key, it is sufficient to only enter their details.

What is a digital room key in your wallet?

A Wallet key allows you to store your digital room key so you can unlock doors using your phone or a compatible smartwatch.

How can I tell if I can use a Wallet key?

If your device is compatible with Wallet keys, you will see an Add to Wallet button at the end of your online check-in.

I am not able to add my digital room key to Wallet. What should I do?

No problem. If you are unable to add your digital room key, you can still access your room using the alternative access instructions provided in your pre-arrival communication.

If you need assistance with check-in, support is available at our sister property, Mornington Hotel, Nybrogatan 53.

Can I use a digital room key and a physical hotel key card at the same time?

Yes. You may use both your digital room key and a physical key card during your stay.

What if I have multiple stays at the hotel?

If you book multiple rooms on the same date, the Wallet key will only be activated for the room assigned to you.

If you book a room across multiple dates, a separate Wallet key will be activated for each stay. Each key is only active for your current stay once online check-in has been completed.

Google Wallet
What happens to my digital room key in Google Wallet if I lose my Android phone?

If your Android phone is misplaced or lost, you should use the Find My Device feature to remotely locate, secure, or erase your device via your Google Account.

Which devices support a digital room key in Google Wallet?

Android requirements: Android 9 or higher, NFC must be enabled.
Google Wallet requirements: latest version of the Google Wallet app (recommended).

What is room key in Apple Wallet?

You can add your room key to Apple Wallet and access Zzz Dreamscape Hotel and your guest room with only your iPhone and Apple Watch. It's easy, convenient, and private.

How do I set up and use a room key in Apple Wallet?

A room key can be added to Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key will automatically activate once you check in and your room has been assigned. To use your room key, simply hold your iPhone or Apple Watch near the door lock.

Can I use room keys in Apple Wallet if I have a reservation for multiple rooms?

Yes. Your room key will be automatically activated for each room that you have reserved.

Where can I use a room key in Apple Wallet?

In addition to your room, your room key can also be used to access the main entrance of the hotel.
Room key-enabled access to other areas may differ by hotel location.

How secure are keys in Apple Wallet?

When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when. Your data is private and secure.

What do I need to get started with room key in Apple Wallet?

• An iPhone or Apple Watch running the latest version of iOS or WatchOS.
• An Apple Account signed into iCloud.

Do I need to unlock my iPhone to use my room key in Apple Wallet?

With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. By default, Express Mode is turned on. For more details, see here.

Can I still use my room key in Apple Wallet if my iPhone needs to be charged?

Power Reserve provides up to five hours of access after your iPhone battery needs to be charged. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, see here.

How can I add a room key to my Apple Watch?

When you add a room key to Apple Wallet on your iPhone, a room key will automatically be added to Apple Wallet on your paired Apple Watch. Once added, simply hold your Apple Watch near the reader.

On how many devices (iPhone/Apple Watch) can I use my room key in Apple Wallet?

You can use your room key on up to 1 iPhone and 1 Apple Watch. They both need to be signed into the same iCloud account and Apple Account.

What should I do if my iPhone or Apple Watch is lost or stolen?

Use the Find My app or iCloud.com to suspend, deactivate or reactivate your device in Apple Wallet. Instructions for lost or found Apple devices and Find My iPhone are available here.

I am not able to add or use my room key in Apple Wallet. What do I do?

Try the basic troubleshooting steps below:

• Update to the latest version of iOS or watchOS.
• Confirm that you have Face ID, Touch ID or a passcode set on your device.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check whether Apple’s terms and conditions were accepted in your settings when logging into iCloud.

If you’re still unable to add your room key, contact Zzz Dreamscape Hotel at +46 8 507 331 00 or info@zzzdreamscapehotel.se.

How do I remove Wallet passes from a device, for example after upgrading to a new iPhone or Apple Watch?

If you’re no longer using a device, you can remove its Wallet passes directly on the device or online. Once removed, you can add your passes to a new iPhone or Apple Watch.

You can remove a pass from your old device in two ways:

1. On your iPhone: Open the Wallet app and select the pass you want to remove. Tap the More button in the upper-right corner, scroll down and tap Remove Pass.
   Note: This also removes the pass from paired Apple Watches.
2. Online, if you no longer have the device: Go to account.apple.com and sign in. Select Devices from the sidebar, choose your device and click Remove Items.
   Note: This removes all Wallet cards and passes from that device.

After removal, you can add your passes to your new device.

To stay at Zzz Dreamscape you have to be at least 18 years old or stay together with a guardian.

As a guest at Zzz Hotel, you get a 15% discount on Holy Greens', Kungsgatan 17, breakfast menu when you show your digital hotel key at the checkout. The same sustainable and healthy ingredients, focused on giving you energy and starting your day in the best way.

View the breakfast menu here: Menu

Served between 07:30–10:00. The discount only applies to our breakfast menu and cannot be combined with other offers.

At the Zzz Dreamscape Hotel the beds are, what we in ‘International Hotel Speak’ call, a Queen Double. In Sweden, we may only have one Queen, but almost all our rooms can easily accommodate two. If you book the room for two people, the bed is always 153 cm (60 inches) wide, with one extra smooth duvet and two dreamy cushionzzz. If you just book the room for yourself, the bed will be at least 120 cm wide (47 inches).

A bed, of course. With fluffy cushions and smooth linen. A fresh bathroom. A TV set with Chromecast, so that you can stream your favourite channels. Wi-Fi that is both free of charge and fast. If you want to get some work done, we suggest you pull out the small table that can be found underneath the bed. Place it on the bed, and it immediately becomes a really comfortable workplace (and it’s ok to take a nap while you're working).

All information about how to get access to our Wifi is on the TV screen in your room.

When you are staying with us at Kungsgatan 17, we are happy to tell you that you really are in the very epicenter of Stockholm. The closest subway – Tunnelbana or T-bana – is Hötorget station on the green line, with access on Kungsgatan. But if you’re on the red line, the Östermalmstorg station, access at Stureplan, is almost as close.

We prefer Taxi Stockholm ourselves. If you want to use their services too, the number is +46 8 150 000

Our number one recommendation is the nearby Oxtorgsgaraget, just three minutes stroll from the hotel, so here is a link with all the details.

The closest gym is Balance, which is great. But, if we might be allowed to be a little partisan, then we recommend the gym at our sister hotel, the Mornington Hotel Stockholm City. Call us on +46 8 507 331 00, or take a short walk to Nybrogatan 53, and we will give you access to our favourite place for working up a sweat.

Oh boy/girl, there is an ocean of places to choose from! In whichever direction you go from the hotel, there are many places for eating and drinking. To just mention one of them - our friends at Holy Green, next door, have taken the humble salad, using local produce, to a whole new level. Asian shrimp is a favourite. Yummy!

On the day of your departure, we will e-mail the receipt to the address you filled in when you booked the room. If a firewall, a glitch or some other evil phenomena should stop it from reaching your inbox, just e-mail or call us and we’ll send it again.

Even though you check and double-check that all your belongings are in your bags when you leave the room, some small things might have been left behind. If so, just contact us on +46 8 507 331 00 and we will check if it has been found. We will then return it to you, for just the cost of postage and packaging.

Easy-peasy. Go to this page and, with a click, you can cancel your booking. If you do this in good time before your stay, 18:00 CET two days before arrival at the latest, we will also make a total refund of your payment.