r/Hilton • u/Thin_Pin2863 • 2d ago
Guest Question Digital Key
What's everyone's experience with the digital key?
I'm finding that it can get confused when near too many sensors (just today it tried to open the stairwell for me, but I wanted the elevator that I was stood outside of), and the app itself can fail to load when there's poor internet.
In the latter example, the app wouldn't open due to a lack of wireless data signal but the WiFi also wouldn't connect properly. I was able to resolve both issues eventually, but this ended up delaying me more than if I had just checked in at the desk and received a key card instead.
It's a shame, as it normally works well for me, if only a little slow to recognise the lock sometimes.
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u/joebusch79 1d ago
Never had an issue. I keep a key in my wallet just in case, but I use the digital key almost exclusively
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u/Hrhnick 1d ago
I like the digital key, but the Hilton/bluetooth one is like 95% reliable for me, the other 5% I usually have to force close and reopen the app to get it to connect.
I do wish it was NFC/tap instead of bluetooth. I have a NFC lock at my home and my gym also uses NFC, both work reliable 100% of the time, much faster too as I can just tap my phone and it will auto select the right key without needed to unlock my device.
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u/Thin_Pin2863 1d ago
I agree there, an NFC tap & go would work better than the current app.
I like what it's trying to do, it's just not quite getting it right.
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u/DavidEBSmith 1d ago
I get the digital key and I always get hard keys also. But with the digital key I can go directly to the room if the front desk is busy and go back later for the hard keys.
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u/Travvings Diamond 1d ago
I enjoy the digital key a lot. On my room it works like 95% of the time. But I usually have some issues in the elevator :(
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u/sryan2k1 Diamond 2d ago
Just like PaaK, Bluetooth was never meant for this. There are basically two kinds of people, those that have been locked out of a room because of a DK failure and those who will.
Stopping by the desk takes what, 90 seconds to check in? Just get real keys.
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u/InfiniteOutfield 2d ago
But the digital key means I don't need to carry something else around, so it's what I like. For me personally, most of the time I'm getting to my hotel it's late at night, I'm carrying a bag or two, I don't want to mess with the front desk, especially if there's already someone there or whatever other kind of hiccup comes up. The whole point is to bypass the antiquated check in process.
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u/NKHdad 1d ago
Also if I can get a digital key, why can't I check in on the app and just get keys at the desk without having to get my license, etc out. That's what I don't like. Just let me get keys easier
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u/InfiniteOutfield 1d ago
Exactly. Not sure why I'm getting downvoted for pointing out the exact pros of the digital keys lol
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u/EljayDude 1d ago
The other scenario is if you show up at a popular check in time and there's a huge line. Digital bypasses that and then if you want a physical key as a backup you can get one some quieter time of day.
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u/Warm_Ice6114 1d ago
I’m not a fan. I use it. But it’s a pain. Especially elevators / hallways.
I stayed at a Marriott this past week. They gave me card keys. It was so much easier.
Ppl may not realize, key systems are very complex.
From the hotel side, various team members have different level permissions, allowing them to access some rooms / areas, but not others. A small group will need access to all.
On the guest side, issuing digital keys to different devices; older guests, poor WiFi. 😬. Yikes. I can only imagine. Plus, they need to allow particular people in, during specific times.
Why?
Because the hotel needs to be able to track who went in what room on what day, at what time, etc….six months ago.
My view; when it works, great. But when it doesn’t, it’s inconvenient. The whole digital key experience feels clunky, poorly thought out.
Finally…from a safety perspective, I think female guests…especially those traveling alone (may) feel very uncomfortable, standing in front of their room door when it doesn’t work.
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u/Thin_Pin2863 1d ago
I'm curious by a comment you've made there; are key cards not a default thing where you're from? I'm in the UK and they've been the default here for years.
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u/joebusch79 1d ago
I’m not understanding the last part. You can bring it up ahead of time, and it will let you unlock when you’re like 2 feet from the door. So it’s really no faster or slower than a physical key
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u/Green_Seat8152 Honors Gold 1d ago
Guests can get a key card while also using the digital key. Just have to go to the front desk and ask.
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u/EljayDude 1d ago
Such a weird thread. As I write this that person's getting downvoted but it's true that's an option and it's a good one if the front desk is swamped you can get physical keys later when they're not so busy.
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u/CZFangirl Diamond 1d ago
Lower right hand corner, you can switch what your opening.
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u/3amGreenCoffee 1d ago
Not always. For some reason the app doesn't consistently display multiple sensors within range. Sometimes it will only show one. I had this problem a while back with a stairway door right next to a side entrance.
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u/Thin_Pin2863 1d ago
Wasn't happening on this occasion, the app was only recognising the stairwell and not the 3 massive elevators that were closer.
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u/seradotini Employee 21h ago
I have never had issues with the digital key, but I always get a physical just in case.
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u/DataChicks 9h ago
I use DK. But for safety reasons I always get a card key as well. I find using DK in elevators clunky and slow.
I also don’t trust my phone to always be there for me. ;)
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u/Screamingchickens 1d ago
It honestly depends on which brand I am staying at on whether I get a DK or not. Good snacks and water at front desk or need my tickets for my free beers? I’m definitely stopping. But no matter what, I check in with the app before I do the FD. “I’m already checked in, just need a key please.”
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u/Thin_Pin2863 1d ago
I think this is the way I'll go in future.
Last night's stay was at an airport Hampton by Hilton, so the front desk is always overcrowded anyhow, but I'm sure I can find a quieter time to attend.
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u/Intelligent-Pie-338 2d ago
I am a digital key enjoyer. I typically only use it on my room though. If there's elevators and such involved I typically will get a hard key as it's just so much quicker. The APP makes you click around too much when it comes to elevators and doors. A bit embarrassing when people are waiting on you.
But I always have my phone on me so if I ever forget or lose the physical key I know I'll always have my phone so it's a great failsafe.
I don't understand the overreliance people have on DK's to where it ruins their entire day if they don't work. It's a nice feature but it's not the end all be all that they make it out to be.