Case study · Access control & hospitality
The first room key in Apple Wallet on the Las Vegas Strip.
Resorts World put guest room keys in Apple Wallet and dormakaba built the access control behind it. Maize made the customer story and the film — through an approval chain that included Apple.
.png){kind=logo}
mobile check-in conversion at Resorts World, up from 10–15%. The one figure all three parties cleared.
March 2025 — June 2025
A genuine first, and three companies with a veto.
Resorts World Las Vegas was about to become the first property on the Strip to put room keys in Apple Wallet, and dormakaba was the access control vendor making it work. Firsts have a short shelf life: the story had one window to land before the thing it described became ordinary.
It also meant three parties had to agree on every frame. dormakaba, Resorts World and Apple all sat in the approval chain for the film and the written customer story. The constraint was never creative. It was getting something true, on brand for three companies, and finished before launch day.
Shoot it where it actually happens, then cut for everyone who has to approve it.
Customer stories fail when they are assembled from stock footage and spec sheets. This one was shot on the property — the Conrad lobby, the guest room doors, the elevators, the casino floor — with the client’s customer on camera saying it in her own words.
Get the operator on record
A sit-down with Shannon McCallum, VP of Hotel Operations at Resorts World, plus b-roll across the property. The end user saying it is worth more than the vendor saying it, and it is the part most vendors never secure.
Cut for three approvers
Roughly eleven versions across May and June, with Apple returning notes down to which iPhone model appeared on screen. The results paragraph was rewritten to language Apple would clear.
Land it on announcement day
Final files delivered 16 June 2025 — the same day dormakaba announced the launch and the story broke. The film, the customer story and the news all arrived together.
The film.
Shot on property 31 March 2025. Approved by dormakaba, Resorts World and Apple, and published on announcement day.
A vendor announcement that got covered like news.
Maize’s scope here was the messaging, the customer story and the film — not media relations. What the assets did was give the launch something worth covering, and the story ran well past the trade press dormakaba would normally reach.
What one shoot day was still producing a year later.
- Mobile check-in conversion went from a prior range of 10–15% to over 44% — the one results figure dormakaba, Resorts World and Apple all agreed to publish.
- The footage got licensed again. dormakaba came back in late 2025 to reuse the Resorts World material for its global Apple Wallet product video, under a separate purchase order.
- And again in 2026. A second capture day at the property in March 2026 covered the Google Wallet rollout and workforce time-clock terminals, feeding dormakaba’s presence at HITEC 2026.
- The relationship predates the campaign. Maize had already built dormakaba’s vertical market pages for education, government and sports and entertainment, and run its LinkedIn programme.
“We have always been pioneering on our quest to provide the best guest experience — and we’ve never been afraid to be on the leading edge, especially when it comes to offering digital-first experiences like room key in Apple Wallet to our guests.”
Shannon McCallum · Vice President of Hotel Operations, Resorts World Las Vegas
Most vendors never get the end user on camera.
That is usually the difference between a customer story that sells and one that sits on a resource page. Twenty minutes on whether yours is gettable.
Book a 20-minute briefing See the other case studies