Hotel Industry Embracing Digital Key Technology
The hotel industry is undergoing a transformation as many hotel chains are racing to replace traditional plastic room keys with digital options like Apple Wallet and Google Wallet apps. This shift has been accelerated by the COVID-19 pandemic, which made touchless technology a priority due to hygiene concerns. Additionally, cybersecurity issues have raised doubts about the safety of plastic key cards, with researchers uncovering vulnerabilities that could potentially compromise millions of keys.
While major U.S. hotel chains have offered digital key capabilities for some time, Apple and Google Wallets are now stepping in to revolutionize hotel room access. By allowing guests to save their room keys to their digital wallets, accessing their rooms is as simple as tapping their smartphones against a reader near the door handle. For example, Hilton Hotels has introduced its Honors app, enabling guests to check in and access their rooms using their smartphones. The Harpeth Hotel in Franklin, Tennessee, a Hilton property, offers guests the convenience of digital check-in and key storage in their Google or Apple wallet apps.
Kimberly Elder, the director of sales for the Harpeth Hotel, highlights the benefits of digital check-in, emphasizing that the phone serves as the key. However, she acknowledges that some guests still prefer traditional plastic key cards. Eli Fuchs, the regional director of operations at Valor Hospitality Partners, which manages Hilton and Holiday Inn Express hotels, sees digital technology as the future of hotel room access, signaling the eventual demise of traditional key cards.
Security Concerns and Advantages of Digital Keys
Despite the convenience and efficiency of digital key technology, security experts caution that these systems are not foolproof. Lee Clark, a cyber threat intelligence production manager at RH-ISAC, warns that keyless systems can introduce new threats that hotel security must manage. Implementing security control policies like multifactor authentication can help mitigate these risks, but they may add complexity for guests who prefer a simpler experience.
While the transition to digital and keyless lock systems can be costly for hotels, the added layer of security and convenience is appealing to both guests and hotel chains. Data from J.D. Power shows that guests using digital keys feel safer compared to those using plastic cards, despite the slow adoption rate of digital options. Andrea Stokes, the hospitality practice lead at J.D. Power, notes that some hotel chains are mandating the installation of new door locks to meet updated brand standards and accommodate digital key technology.
Chad Spensky, the CEO of Allthenticate, emphasizes the convenience of digital keys over traditional plastic cards, citing the ease of use and ability to push instant patches for vulnerabilities. While some guests may still prefer physical key cards, the trend towards digital entry is driven by consumer demand for a seamless and secure experience. Mehmet Erdem, a hospitality professor, acknowledges the versatility of RFID technology in plastic key cards, offering a viable alternative for guests who prefer a low-tech solution.
The Future of Hotel Room Access
As the hotel industry evolves towards digital key technology, the debate between traditional plastic key cards and digital keys continues. Erdem believes that while mobile apps may dominate due to sustainability and cost, there will always be a preference for physical key cards among some guests. The convenience of having a digital key on one’s phone appeals to human nature, as smartphones are less likely to be forgotten compared to wallets or IDs.
In Las Vegas, a city known for its high-stakes gambling and luxury hotels, Erdem suggests that guests can always rely on the safe in their room for storing valuables. While digital key technology offers enhanced security and convenience, it is essential to remember that no system is entirely hack-proof. Despite the ongoing advancements in digital entry systems, the physical plastic key card remains a reliable option for guests who value simplicity and familiarity.
In conclusion, the hotel industry’s embrace of digital key technology represents a significant shift towards modernizing guest experiences and enhancing security measures. While challenges like cybersecurity threats and guest preferences for traditional key cards persist, the convenience and efficiency of digital keys are driving the industry towards a future where smartphones serve as the primary access tool for hotel rooms. As technology continues to evolve, hotel chains must strike a balance between innovation and guest satisfaction to meet the diverse needs of their clientele.