In a bid to enhance security and convenience, many hotel chains are swiftly transitioning from traditional plastic room keys to digital alternatives, utilizing Apple Wallet and Google Wallet apps. The shift comes as cybersecurity concerns around plastic key cards have intensified, especially after researchers recently discovered vulnerabilities that could expose millions of hotel keys to hacking.
The COVID-19 pandemic further accelerated the move toward touchless technology, making digital keys an attractive option for both hotels and guests. Major U.S. hotel chains have been offering digital key capabilities for some time, allowing guests to check in and access their rooms via their smartphones. Now, with the integration of Google Wallet and Apple Wallet, hotels can save guests’ room keys directly to their digital wallets, enabling access by simply tapping their phones against a reader near the door handle.
Hilton Hotels, for example, offers this functionality through its Hilton Honors app. Guests at properties like the 119-room Harpeth Hotel in Franklin, Tennessee, can check in digitally and store their room keys in their Google or Apple Wallet app. Kimberly Elder, the hotel’s director of sales, noted that while digital check-ins are popular, many guests still prefer using plastic key cards.
Eli Fuchs, regional director of operations at Valor Hospitality Partners, believes that digital keys represent the future of hotel room access. “Traditional hotel room keys are staring down the end of their existence,” Fuchs said, highlighting the growing trend toward digital solutions.
However, the transition to digital keys is not without challenges. Some security experts warn that keyless systems can introduce new vulnerabilities. Lee Clark, cyber threat intelligence production manager at the Retail and Hospitality Information Sharing and Analysis Center (RH-ISAC), emphasized that while these threats can be mitigated through security measures like multifactor authentication (MFA), such steps might inconvenience guests who prefer a more straightforward experience.
Clark also pointed out that the complete replacement of plastic key cards with digital keys is unlikely to happen anytime soon. Many guests still prefer physical key cards, and some may not have compatible devices for digital keys. Additionally, the cost of transitioning to digital systems—including equipment, installation, maintenance, and security—can be prohibitive for some hotels.
As hotels navigate this technological shift, they must balance security, guest preferences, and cost considerations, ensuring that both digital and traditional key options remain available to meet the diverse needs of their customers.
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