Hotels Race to Replace Plastic Key Cards with Digital Options, But Some Security Experts Remain Wary
The humble plastic hotel key card, a fixture in the hospitality industry for decades, is facing an existential crisis. Driven by the pandemic’s emphasis on touchless experiences and growing cybersecurity concerns, hotels are embracing digital alternatives like Apple Wallet and Google Wallet apps. While the transition promises convenience and a more secure future, security experts caution that the new systems come with their own set of vulnerabilities.
Key Takeaways:
- Hotels are moving towards digital key systems: Driven by a desire for touchless experiences and heightened security concerns, hotel chains are accelerating their adoption of digital key options like Apple Wallet and Google Wallet.
- Digital keys offer potential benefits: These systems offer convenience, allowing guests to access their rooms via their smartphones, and may be more secure than traditional plastic key cards.
- Security experts issue warnings: While digital keys could be more secure, they also introduce new attack vectors. Experts emphasize the need for robust security protocols and acknowledge that some guests prefer the familiarity and ease of traditional key cards.
- The future of hotel keys remains uncertain: Despite the push towards digital, traditional key cards are unlikely to disappear entirely. Many hotels haven’t implemented necessary digital lock systems, and some guests may prefer the tangible key card or lack compatible devices.
The Rise of Digital Keys: A Move Towards Convenience and Security?
The pandemic served as a catalyst for the adoption of touchless technology, with digital key solutions emerging as a prominent example. But beyond the convenience of accessing rooms via smartphones, the shift towards digital also carries the promise of greater security compared to traditional key cards.
"Traditional hotel room keys are staring down the end of their existence," asserts Eli Fuchs, regional director of operations at Valor Hospitality Partners.
This sentiment reflects the growing concerns surrounding the vulnerabilities of plastic key cards. Earlier this year, researchers discovered a flaw in plastic hotel keys that could potentially compromise millions of keys, prompting many hotels to speed up their digital adoption plans.
"The benefit to the digital check-in is that your phone is the key," explains Kimberly Elder, director of sales for the Harpeth Hotel, a Hilton property where guests can utilize Google or Apple Wallet to access their rooms.
Security Concerns: A New Set of Challenges
While the move towards digital keys holds promise, security experts warn that the new systems come with their own vulnerabilities.
"Keyless systems can introduce entirely new threat vectors for hotel security operations to manage," says Lee Clark, cyber threat intelligence production manager at Retail and Hospitality Information Sharing and Analysis Center (RH-ISAC).
Clark emphasizes the critical need for rigorous security protocols, including multi-factor authentication (MFA), to mitigate potential risks. However, he acknowledges that these extra steps might pose inconveniences for guests.
"Transitioning to digital and keyless lock systems carries a significant cost in equipment, installation, maintenance, and security," Clark adds, highlighting the economic challenges associated with widespread digital adoption.
Adoption Rates Lag: The Human Factor and Technological Hurdles
Despite the potential benefits, digital key adoption remains slow, with only a small percentage of hotel guests utilizing them.
Data from J.D. Power reveals that just 14% of branded hotel guests used digital keys during their stays. Even among guests who downloaded the hotel’s app, only 30% actively utilized digital keys, with the majority still relying on plastic key cards. While a significant portion of the user base has not yet embraced digital keys, other hurdles contribute to the slower adoption rates. Most notably, many hotels still lack the necessary digital lock systems to support these solutions.
"Several large hotel chains, whose apps are most likely to support digital keys, are beginning to require that hotel franchise owners to install new door locks as part of updated brand standards," explains Andrea Stokes, hospitality practice lead at J.D. Power.
While adoption remains gradual, J.D. Power data indicates that guests who use digital keys have a more positive perception of hotel safety compared to those who stick with traditional key cards.
The Future of Key Cards: A Technology in Transition
Despite the emerging trends, the plastic key card isn’t ready for the scrap heap just yet.
"We all still use passwords, despite the glaring security holes and clunky user experience. In the same way, key cards are likely here to stay," states Chad Spensky, CEO of Allthenticate, a company specializing in smartphone access and credential management.
Spensky argues that digital key solutions are less about security and more about convenience. While the security advancements might be marginal compared to traditional key cards, the convenience factor is undeniable.
"If given a choice between shuffling around a bunch of plastic cards or having your smartphone, ‘the phone is a clear winner,’ he suggests.
The convenience factor remains a driving force behind the push for digital keys, despite the challenges.
"While the card implementations are no more secure than their plastic counterparts, their user experience is far superior," Spensky adds.
The inherent versatility of digital keys offers another significant advantage. Unlike traditional key cards, where security vulnerabilities require time-consuming fixes, digital systems can be patched instantly via over-the-air updates.
"With smartphones, patches can be pushed out almost instantly over the air," Spensky notes.
Balancing Security and Convenience: A Fine Line
Mehmet Erdem, professor and chair of the department of resort, gaming, and golf management at the University of Las Vegas’s William F. Harrah College of Hospitality, emphasizes the importance of maintaining a balanced perspective.
"Everything can be hacked, everything can be breached," Erdem cautions. "If someone has the intention to hack, it will happen."
He advocates for a pragmatic approach, recognizing that while digital keys offer advancements, the traditional key card remains a valuable option. He highlights the continuous improvement of radio frequency identification (RFID) technology, making plastic keys more versatile and adaptable.
"RFID is not outdated," Erdem asserts, emphasizing its continued relevance.
Erdem acknowledges that the sustainability and cost-effectiveness of digital keys will lead to their wider adoption. However, he recognizes that some guests will inevitably prefer the familiarity and ease of a physical key card. Ultimately, the digital transition will depend on the ability to deliver convenience without compromising security.
"People forget their wallets, people forget their ID, but they don’t forget their phone," Erdem observes, highlighting the inherent advantage of using a smartphone as a key.
The future of hotel keys is likely to be a hybrid landscape, with both traditional and digital solutions coexisting. As technology continues to evolve, the focus will be on finding a balance between security, convenience, and user preference.