Hilton Worldwide is piloting its new Digital Key feature, which lets members of the HHonors loyalty program skip the front desk. Using the HHonors app, eligible members can unlock their guest room and other key-controlled areas of the property with their smartphone.
The Digital Key pilot began this month at the Hilton Alexandria Old Town in Alexandria, Virginia, and will expand throughout 2015 to select U.S. properties across four Hilton brands: Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts and Canopy by Hilton. The initial release supports iOS devices, with Android compatibility planned later in the year.
By early 2016, HHonors members will be able to use their phones as room keys at more than 170,000 rooms across roughly 250 U.S. properties within the four participating brands. This rollout aims to simplify arrival and in-stay experiences for frequent travelers and loyalty members.
The Hilton HHonors mobile app offers multiple benefits for guests who book directly through the app, Hilton.com, Hilton’s reservations call center or corporate travel partners. Beyond digital check-in and keyless entry, the app enables members to choose a specific room from an interactive floor plan or list, request amenities such as extra pillows, snacks or beverages, and make other customizations before arrival or during their stay.
Typically, the day before arrival, HHonors members who booked directly with Hilton receive the option to check in digitally and pick a room via their mobile device. During that process, the app asks whether the guest would like to use a Digital Key. If the guest opts in, the Digital Key is issued automatically when the room becomes ready on the arrival day. To enter the room, the guest simply approaches the door and taps the app’s virtual “unlock” button to open it.
This Digital Key initiative is part of Hilton’s broader effort to streamline guest interactions and reduce friction at check-in, while preserving the convenience and security expected by loyalty program members. As the program scales to additional properties and devices, Hilton plans to continue refining the feature based on guest feedback and operational insights.