A new wave of guest-facing automation is changing how travelers interact with hotels and properties manage safety, energy, and staff resources.
Hotels today are undergoing one of the biggest operational shifts since the introduction of electronic keycards. A new wave of guest-facing automation, from mobile room access to app-based climate and lighting controls, is changing not only how travelers interact with hotels, but also how properties manage safety, energy, and staff resources.
For guests, these technologies promise smoother journeys: skipping the front desk at check-in, using smartphones instead of plastic keycards, or adjusting room settings with a tap. For hoteliers, they offer a powerful way to reduce costs, strengthen security, and meet rising expectations for contactless and personalized service.
The stakes are high. A generation of digital-first travelers has little patience for outdated processes, while global hotel groups are racing to deploy new platforms at scale. Yet integration is not straightforward. Many properties rely on legacy systems that were never designed to communicate with IoT devices or mobile apps, and any disruption risks negative guest experiences.
This tension between convenience, security, and operational efficiency is creating new opportunities for security systems integrators. As hotels expand digital adoption, integrators are increasingly the ones tasked with making all these moving parts work together reliably and securely.
Contactless becomes the new normal
The shift accelerated during the pandemic, when guests began demanding contactless options for check-in, payment, and access. That preference has stuck. A 2022 Oracle Hospitality and Skift
survey of 5,000 travelers and 600 hoteliers found that contactless check-in and digital room keys were among the most requested technologies.
“Automation technologies and contactless services are increasingly critical in delivering the secure, seamless experiences today’s travelers expect,” said Neha Jaitpal, Global General Manager of Hospitality at Honeywell Building Automation, in an interview with
asmag.com.
Mobile credentials gain traction
Mobile keys are perhaps the most visible sign of this change. Instead of picking up a plastic card at the front desk, guests can use their smartphones to unlock rooms, access elevators, and enter facilities such as gyms or pools.
Hilton has been at the forefront of this rollout, reporting 14.3 million Digital Keys downloaded between January and August 2024. Its system extends beyond guestrooms to elevators, parking garages, and other shared spaces, with a feature called “Background Elevator Unlock” expanding across its U.S. properties.
Marriott International offers mobile keys at over 5,500 hotels, according to a 2022 company statement, though its consumer-facing page now simply describes the service as “available at select participating properties.”
Accor announced its “Accor Key” initiative in 2021, with the goal of reaching 50 percent of rooms within five years - a target still in progress.
Security meets convenience
Replacing plastic cards with digital credentials brings both benefits and nuances for security.
Lost or cloned cards have long been a vulnerability. Older magstripe and first-generation RFID cards, such as MIFARE Classic, are well-documented targets for cloning. Modern AES-encrypted RFID technologies (e.g., DESFire EV2/EV3) are much stronger and remain standard in new deployments.
Mobile credentials add another layer: account-level authentication, server-side revocation, and integration with loyalty apps. They also reduce the recurring expense of printing and replacing physical keycards, which can add up significantly for large properties.
“Mobile room access, for example, eliminates the need for physical keycards, reducing the risk of loss or misuse while also helping increase operational efficiencies and increase security,” Jaitpal said.
Smart rooms and operational efficiency
Guest-facing automation extends beyond door locks. Integrated room controls allow guests to manage temperature, lighting, and blinds from an app or in-room interface. These features improve personalization while reducing the need for staff interventions.
“Integrated room controls give guests greater control over their environment, empowering them to easily customize their rooms based on preference, while helping reduce the need for staff intervention,” Jaitpal said.
For hoteliers, these controls also support energy efficiency. HVAC and lighting systems linked to occupancy sensors can power down when guests leave, reducing utility spend. ENERGY STAR estimates that energy accounts for around six percent of hotel operating costs in the US, often ranking as the second largest expense after labor. Even modest savings can improve margins.
Case study: Washington Hilton
The Washington Hilton in Washington, D.C. provides one example of how guest-facing automation can cut costs and boost security. In partnership with energy consultants, the hotel deployed a networked guestroom energy management system tied to Honeywell’s building automation platform.
According to data verified by the D.C. Sustainable Energy Utility, guestrooms with the networked system used about 41 percent less HVAC energy compared with standalone energy management systems, and about 57 percent less than a baseline thermostat.
While these figures apply specifically to HVAC, not whole-property consumption, they illustrate the measurable efficiency gains that come from integrated controls.
Integration challenges
Despite the benefits, many hotels face hurdles integrating new technologies with legacy property management systems (PMS) and building management systems (BMS). Proprietary interfaces can create silos, while replacements require significant capital expenditure.
Integrators are often tasked with bridging these gaps, ensuring that mobile key platforms, IoT devices, and PMS software work together seamlessly. Open standards and APIs are increasingly important for avoiding vendor lock-in.
Cybersecurity and privacy
As automation scales, cybersecurity has become a board-level concern. Mobile keys rely on secure communication between smartphones, apps, and locks. IoT devices often connect through the cloud.
This raises questions of data protection, especially under regulations such as Europe’s GDPR and California’s CCPA. Guest preferences, access logs, and app interactions are all considered personal data and must be secured.
For integrators, this means implementing encryption, multifactor authentication, and regular patch management, as well as preparing for potential data subject requests under privacy laws.
Role of staff in the automated hotel
Technology does not eliminate the need for staff but it changes their role. By reducing routine tasks such as issuing keys or adjusting thermostats, automation allows employees to focus on personalized service.
Training is critical. Staff must be equipped to troubleshoot mobile access, explain new features, and handle exceptions, or the guest experience can suffer.
Opportunities for integrators
For system integrators, hospitality represents a growing market where security and experience converge. Key opportunities include:
- Mobile credential deployments integrated with PMS and loyalty programs.
- IoT-enabled room controls tied to occupancy sensors and energy management.
- Unified security dashboards linking access events with video analytics.
- Data insights to help operators optimize staffing and maintenance.
Success will depend on balancing convenience with compliance and ensuring interoperability across diverse hotel systems.
Looking ahead
Future guest-facing automation will likely involve more artificial intelligence and voice interaction. Some hotels are experimenting with AI-powered concierges, predictive maintenance alerts, and voice-controlled in-room experiences.
As traveler expectations continue to rise, hotels that integrate automation smoothly into their operations will be better positioned to compete. Integrators who can deliver secure, interoperable, and data-conscious solutions will remain critical partners in this evolution.
Conclusion
Guest-facing automation has shifted from an optional feature to a baseline expectation in the hospitality sector. Mobile access, smart room controls, and IoT platforms are redefining how hotels deliver both security and satisfaction.
For integrators, the opportunities are significant but complex: success requires not only technical expertise, but also sensitivity to operational, regulatory, and human factors.
Guests today expect more than just a comfortable stay. They expect a seamless and safe experience. Automation, when done right, helps hotels deliver both.