As the world of technology advances, many hotel chains are making efforts to switch from traditional plastic room keys to digital options, such as Apple Wallet and Google Wallet apps. This transition has been expedited due to the impact of the pandemic, where touchless trends became the norm. Additionally, concerns over cybersecurity have driven the need for a change in hotel key technology. Recent research uncovered a vulnerability in plastic hotel keys that could potentially leave millions of keys susceptible to hackers, prompting the urgency for an upgrade in door lock systems.
Major hotel chains in the United States have already incorporated digital key capabilities for several years. Partners like Google Wallet and Apple Wallet have joined in by offering hotels the option to store guests’ room keys in their wallets, allowing them to access their rooms by simply tapping their phones near a reader on the door handle. For instance, Hilton Hotels have introduced their Honors app, enabling guests to check in and utilize their room keys through their smartphones. This move towards digital keys has been well-received by the 119-room Harpeth Hotel in Franklin, Tennessee, a Hilton property, where guests can check in digitally and store keys in their Google or Apple wallet app.
Despite the shift towards digital keys, security experts highlight that newer lock methods are not completely foolproof. It is crucial for hotel security operations to manage the potential threat vectors introduced by keyless systems. While digital keys offer convenience, some guests may still prefer traditional plastic cards due to personal device compatibility issues, expense, and human habits. Data from J.D. Power’s research on hotels revealed that only a small percentage of branded hotel guests utilized digital keys during their stay, with most guests still relying on plastic cards. However, those who opted for digital keys felt safer compared to those using plastic cards, emphasizing the advantage of digital keys in terms of security.
Several large hotel chains are beginning to require franchise owners to install new door locks capable of digital entry as part of updated brand standards. While the adoption of digital keys by customers may be slow, the promising factor is the convenience they offer. Digital keys allow for quick adaptation and patching of vulnerabilities, unlike traditional keycards. While traditional plastic key cards are likely to remain in use, the push towards digital keys for enhanced convenience is evident. The sustainability and cost benefits of mobile apps may drive more hotels to integrate digital key systems, although some guests may continue to prefer physical key cards.
One of the key advantages of digital keys is their alignment with human nature, particularly the habit of not forgetting smartphones. While advancements in RFID technology are making plastic keys more versatile, some people will always have a preference for the physical key over digital versions. The convenience and widespread use of smartphones make them a clear winner when it comes to accessing hotel rooms. However, despite the evolving nature of key technology, the physical key card is not yet obsolete. In certain instances, such as in Las Vegas hotels, where guests may have valuable items to secure, the less tech-savvy option of using the room safe is still relevant.
The future of hotel room key technology is undoubtedly transitioning towards digital options to cater to the evolving needs of guests. While concerns over security and human habits may pose challenges, the convenience and safety advantages of digital keys are propelling hotel chains towards embracing this technological change. As technology continues to advance, it is essential for hotel chains to strike a balance between traditional key systems and modern digital solutions to meet the diverse preferences of guests in the hospitality industry.