The mobile wallet has already changed how people pay for a coffee, board a flight, catch public transport and access tickets.
Now the same everyday phone behaviour has moved into hotels.
Digital hotel keys that sit directly in a guest’s phone wallet are now live at QT Sydney and Leura Gardens Resort in the NSW Blue Mountains, providing real-world data on how guests are responding to a more automated hotel arrival.
Early uptake has been strong, as at QT Sydney 25 percent of all guests are already using a digital wallet key to access their room, while 30 percent are choosing to complete their check-in digitally rather than at reception.
The figures come just one month after the technology went live.
New Zealand technology company Liverton Group and its SmartStay hospitality platform are behind the rollout. Liverton now has a pipeline of 20 to 30 additional properties worldwide expected to introduce the technology in the coming months, as hotel operators increasingly embrace automation and adapt to changing guest behaviours and expectations.
For guests, the process is designed to be as frictionless as possible. Guests don't need to download an app, and they can complete check-in from almost anywhere, whether on the train to the hotel, walking down the street, or before leaving home, with the room key added directly to their phone wallet.
On arrival, guests can go straight to their room and tap their phone or smartwatch to unlock the door.
The same digital credential can also provide access to approved hotel facilities. If a stay is extended, access can be updated digitally, while room access is automatically deactivated at the end of the stay.
Physical hotel keys remain part of the experience, with both digital and physical options available through SmartStay self-service kiosks, or guests can opt to collect their key from reception.
The uptake also reflected a broader shift in hotel operations, with more of the traditional arrival process moving beyond the reception desk. Digital check-in lets guests complete routine administration before arrival, while 24/7 access gives them greater flexibility on when and how they arrive.
Early results are already informing broader rollout plans across other properties in the EVT Hotels & Resorts group.
Digital keys are well on their way to becoming a standard part of the hotel experience, giving guests more flexibility to check in and manage their stay using the device already in their pocket.
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