Many hotel chains are moving away from traditional plastic room keys in favour of digital alternatives like Apple Wallet and Google Wallet. The pandemic accelerated the shift to touchless technology, while cybersecurity concerns have grown, especially after researchers identified vulnerabilities in plastic keys that could expose millions to hacking.
As a result, hotel chains are hastening their plans to upgrade door locks. Major U.S. chains have offered digital key options for years, and now Google Wallet and Apple Wallet are enabling guests to store their room keys in their wallets for easy access by tapping their phones against a door reader.
For example, Hilton Hotels has its Honors app, which allows guests to check in and use their smartphones as room keys. Kimberly Elder, sales director at the Harpeth Hotel in Tennessee, said, “The benefit to the digital check-in is that your phone is the key,” although many guests still prefer plastic cards.
Eli Fuchs, regional director at Valor Hospitality Partners, believes digital keys represent the future of hotel access, saying, “Traditional hotel room keys are staring down the end of their existence.”
Despite the advantages of digital keys, research from J.D. Power indicates that only 14% of branded hotel guests utilised them during their stays. Among those with hotel apps, 30% opted for digital keys, while 70% still used plastic cards. Many hotels have yet to install compatible locks, but some chains are beginning to require franchise owners to upgrade their systems.
J.D. Power’s data also reveals that guests using digital keys feel safer than those using plastic cards. Chad Spensky, CEO of Allthenticate, likened plastic key cards to outdated passwords. “While the card implementations are no more secure than their plastic counterparts, their user experience is far superior,” he stated.
Plastic Key Cards Remain Relevant
While many hotels are transitioning to digital keys, Professor Mehmet Erdem, chair of the Department of Resort, Gaming, and Golf Management at the University of Las Vegas’s William F. Harrah College of Hospitality, cautions against assuming digital systems are infallible.
“Everything can be hacked, everything can be breached,” he warned, emphasising that even the most advanced technology is vulnerable if someone is determined to hack it.
Erdem believes plastic key cards should not be dismissed entirely. Magnetic swipe cards and radio frequency identification (RFID) cards that use proximity or can be stored on a phone are still viable options. He noted that RFID technology is improving and it makes plastic keys more versatile.
“RFID is not outdated,” Erdem stated. He explained that RFID allows guests who prefer minimal interaction to simply download the app, obtain the key, activate it, and proceed to their room. With hotels pushing for mobile apps due to sustainability and cost factors, Erdem acknowledged that some guests will always prefer physical plastic keys.
According to Erdem, the advantage of digital keys ultimately comes down to human nature. “People forget their wallets, people forget their ID, but they don’t forget their phone.”