The Hotel Key’s Move to Mobile Is Gathering Momentum

We use our phones to pay, travel and access everyday services. Now hotel room access is following the same path, with early usage at Australian hotels and a pipeline of 20–30 more properties pointing to growing momentum for digital wallet keys.

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 is making its way 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.

And the early uptake is strong.

At QT Sydney, 25% of all guests are already using a digital wallet key to access their room, while 30% are choosing to complete their check-in digitally rather than at reception.

The figures come just one month after the technology went live.

Behind the rollout is New Zealand technology company Liverton Group and its SmartStay hospitality platform. Liverton now has a pipeline of 20–30 additional properties across the globe expected to introduce the technology over 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. There is no app to download, and check-in can be completed from almost anywhere, whether on the train to the hotel, walking down the street or before leaving home, with the room key then added directly to the guest’s phone wallet.

On arrival, guests can head straight to their room and tap their phone or smart watch 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 reflects a broader shift in hotel operations, with more of the traditional arrival process moving beyond the reception desk. Digital check-in allows routine administration to be completed before arrival, while 24/7 access gives guests greater flexibility around when and how they arrive.

The early results are already translating into broader rollout plans across other properties within the EVT Hotels & Resorts group. 

Justin De Lille, CEO of Liverton Group, said the results are showing how quickly this new tech is moving. 

“What we’re seeing now is momentum. Guests have already embraced their phone wallet, so putting their hotel key there is a natural extension. The uptake we’re seeing at live hotels, combined with the number of properties now preparing to roll out the technology, alongside our self-service kiosks, shows just how quickly self-service and guest experience tech is being adopted in the hotel sector.”

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.

About SmartStay

SmartStay is Liverton Group’s all-in-one guest journey platform designed for accommodation providers looking to deliver smarter, more connected guest experiences. The platform combines digital check-in, self-service kiosks, payments, ID verification, guest messaging, upselling, room service, digital compendiums and digital wallet keys into one connected ecosystem, helping hotels deliver faster, more seamless guest experiences while reducing operational pressure.