Today, most of hotels use an electronic key
system to enter the room to the detriment of traditional keys. This process
offers a better security, recording every time a person enters and goes out of
the room. In addition new codes are
loaded on the room card and sent electronically to the room lock every time the
hotel hosts a new guest. The fact that these keys are anonymous and easily
modifiable enhances the security making a theft almost impossible. However this
topic is subject of controversy because some would say that the insecurity is
that the computerized system saves data about customers (name, address,
check-in/ check-out, room & credit card number). Nevertheless technology
goes further and today, check-in/out into hotels with mobile devices is possible.
Indeed according to the authors, the first chain
that has tested this new technology is Intercontinental which has implemented
the system in some Holiday Inn, by equipping around 20% of total hotel rooms.
Henceforth hotel keys are replaced by mobile phone. The system is simple to
use. Customers have to download the application called “Open Ways” on their
devices and give to the hotel during the booking, the mobile phone number that
will be used as the key. Then, around 3 days prior the arrival, guests will
receive a text message indicating their room number and a unique and encrypted
sound code that they'll use to unlock their hotel-room door. The code will work
once and then reset itself. Thus, in case of loss, theft, or record, the
security is ensured because the code is not kept inside the phone but on the
‘Open Ways’ servers within a secure network. This technology is attractive for hoteliers
who do not need to change and re-buy doors’ locks system but only add to the
existing one a device which contains a microchip. When the microchip will
recognize the sounds made by the mobile phone, the door will open. This system
is optional that is to say those electronic keys are still usable. Today,
compatible devices with the application are iPhone, BlackBerry and Android and
in a future they hope to convert regular smartphone that have text message
feature. Apparently lots of hotels chains are interested in that new technology
and they planned to set up pilot programs.
In our opinion, the development of mobile apps
allows hotel chains to differentiate their offers, bringing the guest an extra
an innovative service. Indeed such installations will facilitate the check-in
of guests which represent a gain of time that appear relevant notably for
business travelers. The level of security is really acceptable as we mentioned,
moreover credit cards details are not required, only phone numbers. This system
also enables hoteliers to save money by reducing costs engendered by the buying
of electronic keys. However if the system is generalized into hotels and
progressively used by all customers, this will lead to a staff cutting. This
technology could be really appropriate and useful for budget hotels which try
to cut their operational costs. Indeed it is a good idea to offer this
additional service but regarding luxury hotels I find essential to establish
and maintain a trustworthy relation between management/employees and customers.
An attentive and personalized service is a sign of quality, thus the lack of
human interactions engendered by this kind of technologic advancements can be
disturbing and annoying.
Here is a short video that shows how
to use your smartphone to unlock your hotel room:
Key words: Hotel chain; Hotels; Security; Mobile
application; Device; Technology
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