Smart access, seamless stay: Contactless technology

Guest expectations for convenience, security, and efficiency are reshaping service standards in hospitality.

At the heart of this transformation is contactless technology, which is revolutionising how accommodation providers deliver exceptional stays. From mobile access integration to advanced security platforms, these innovations are setting a new benchmark for seamless and personalised guest experiences.

This article was originally published in the latest AccomNews print edition. [Read it here.]

Contactless tools such as mobile messaging, artificial intelligence, and voice activation have become indispensable. While these technologies are not entirely new, their importance has surged, driven by pandemic-era demand for safety and minimal contact. Today, they are no longer optional but essential for meeting the needs of modern travellers. This rapid adoption represents the culmination of years of innovation, propelled into the mainstream by a global push for safer, more efficient service models.

Oracle and Skift’s “Hospitality in 2025: Automated, Intelligent… and More Personal” report reinforces the growing dominance of contactless technology in hospitality.

More than 60 percent of global hospitality executives predict that fully contactless experiences—including check-in and check-out, food and beverage services, and room access—will become standard within the next three years.

Comparatively, only 31.2 percent foresee a shift to self-service models where staff are available only upon request. This data aligns with traveller preferences: 53.6 percent of guests expressed a strong desire for contactless check-in and check-out to become permanent, while 49.1 percent value the convenience of contactless payment options. Clearly, contactless technology is no longer a luxury—it is a fundamental cornerstone of the post-pandemic guest experience.

The growing popularity of short-term rentals has also shaped guest expectations. Platforms like Airbnb, Vrbo, and Sonder have introduced travellers to simple digital check-ins, 24/7 online host access, and immediate availability of property-specific amenities and services. Hotel guests now expect the same level of convenience and accessibility, demanding a more integrated and technology-driven approach.

At the same time, the ongoing labour crisis, marked by staff shortages, wage inflation, and employee dissatisfaction, is presenting significant challenges for hospitality providers. Lower staffing levels and operational pressures are driving reduced guest satisfaction and threatening profitability. While some pandemic-era operational adjustments have stabilised or become standard, the surge in leisure travel demand and the revival of business travel is creating operational bottlenecks. Even the most efficient properties are feeling the strain.

This confluence of rising guest expectations, short-term rental influence, and labour challenges underscores the urgency for hoteliers to adopt advanced technologies. By bridging operational gaps with innovative solutions, hotels can not only meet current demands but also position themselves to scale efficiently and thrive in the evolving hospitality landscape. The future of the industry hinges on its ability to adapt, and contactless technology is leading the charge.

To learn more about the future of contactless technology, AccomNews spoke to Assa Abloy Managing Director Michael Benikos.

How have you seen contactless technology evolve in the hospitality sector over the past few years?

I’ve seen remarkable advancements in contactless technology within the hospitality sector. Vingcard’s mobile phone key solutions, including room keys integrated into mobile phone digital wallets, have significantly enhanced guest convenience. Now, hotels have the option of using an APP which is normally part of a loyalty program or sending it directly to the wallet from an email or text message.

As well as digital wallet solutions, we have also seen the evolution of self check-in using tablets to check the guests in and issue keycards. As well as that option, web check in where guests can check in prior to arriving at the hotel and then pick up a card via a self check-in station or at the front desk is becoming very common.

How does mobile access enhance both guest satisfaction and operational efficiency?

The solutions not only streamline check-ins but also reduce wait times, allowing staff to dedicate more time to personalised service, thereby elevating guest satisfaction. Coming from someone who travels a lot there is nothing worse than arriving at a hotel after a long flight and taxi ride and then having to wait 10 to 15 minutes to check in.

How do advanced access systems optimise back-of-house operations and staff workflows?

The systems optimise back-of-house operations through real-time monitoring and secure access control, simplifying workflows for staff. They can integrate with DND/MUR to alert housekeeping to prioritise and clean rooms more efficiently.

Online systems can monitor battery levels of locks and other devices, cancel lost cards remotely and alert staff of doors not secured as well as wandering intruders trying cards on locks they have stolen or found to see if they work.

How can properties balance the need for customisation with the desire for simplicity in installation?

Properties can quickly achieve both customisation and installation simplicity by leveraging our flexible, modular systems. Properties should invest in products with hardware that is upgradeable by firmware or software rather than new hardware, as technology is changing rapidly and upgrades will be required more often in the future if hotels would like to use the newer technology.

What advancements in contactless technology should the industry anticipate over the next few years?

Looking ahead, we anticipate exciting advancements such as enhanced IoT integration, which will further enrich the guest experience and improve operational capabilities. Integrations with guest room management systems to enhance energy savings as well as newer lifts like destination control are already happening, but become more common. We also see the move to cloud-based systems as it is easier and more cost effective for IT departments to support and keep systems up to date.

Finally, we also expect hotels to focus more on cyber security to combat online threats, and from the locking side focus on securing their systems to stop card cloning or copying.