Industry insights

Hilton recently reported that nearly 50% of its guests are using digital keys. According to Oracle Hospitality, 26% of guests said they are more likely to stay at hotels offering contactless options. While boutique and independent hotels have been slower to adopt, the growing demand for a contactless guest experience is driving the shift towards digital credentials.

Are digital keys becoming the norm for hospitality?

Digital keys enable a contactless check-in experience. Guests can go straight to their rooms without the need for a physical key exchange, while hotel staff can focus on more valuable tasks. It’s a win-win.

But what happens if a phone dies and the guest is locked out? Without a backup solution, the system falls short. Offering an alternative means of access, like a PIN code that doesn’t rely on physical devices or mediums, is a smart and reliable addition. PIN codes are also an easy-to-use option for less tech-savvy travellers.

Digital keys are often discussed in terms of guest experience, but what about staff? For housekeepers and maintenance, using a phone to unlock doors isn’t always practical—especially with carts full of supplies. Studies show that an overwhelming majority of  staff actually prefer the convenience of RFID credentials, like wristbands or fobs, over digital keys for everyday tasks.

So, what’s our take?

The trend toward digital key adoption in hospitality will continue, especially as technology advances. However, other key types won’t disappear. Instead, we predict increased flexibility, with a mix of key options rather than an industry-wide shift to fully digital credentials.

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