I've asked the office to come back and explain the exact procedure. Sorry, unless TooTall has more info the mods can't help with that.
And I specifically asked for the residents pass as well... this is stupid! The code is for the resident's pass, I asked the woman on the phone to give me the residents pass and she knew nothing about it.. I think I need to know what's going on as it's a hell of a lot of money to have parted with if I'm now not going to get what I paid/requested the hotel for.