The hospitality industry has embraced technological advancements to enhance the guest experience, from automated check-in systems to smart devices in guest rooms. But there are hidden costs that guests need to bear at the expense of these innovations since new cybersecurity risks get introduced at every stage of the guest journey.

In modern hospitality settings, the guest journey is increasingly digital, starting from the moment they book a room to the time they check out. While these technological advancements offer convenience and personalized experiences (like contact-less entry using smart locks), they also present significant cybersecurity challenges. For example, in 2023, the “InfectedSlurs” botnet, a new variant of the notorious Mirai malware, exploited vulnerabilities in routers and network video recorders to launch DDoS attacks, potentially impacting hotel networks. Each stage of the guest journey — from check-in to check-out — poses unique risks that must be addressed to protect both the guests and the organization.

Check-in: The first point of contact

The traditional hotel check-in process involved guests lining up at the front desk upon arrival to provide their information and receive their room keys from a staff member. This often led to long wait times, especially during peak hours, and required a significant amount of manual data entry by hotel staff.

In recent years, however, hotels have increasingly adopted automated check-in systems to streamline the process and enhance the guest experience. With automated check-in, guests can bypass the front desk entirely by using self-service kiosks, mobile apps or online portals to complete the check-in process remotely or upon arrival. This allows them to provide their details, confirm their reservation and even receive a digital room key or access code without interacting with staff. This automated check-in process is the first interaction guests have with the hotel’s digital systems, making it a prime target for cyberattacks. 

Best practices for check-in

Authentication and authorization

Strong identity and authentication management (IAM) solutions using components like multi-factor authentication (MFA) are crucial for implementing the “never trust, always verify” principle of zero trust in cloud environments. The system should utilize fine-grained authorization policies using models like role-based access control (RBAC) or attribute-based access control (ABAC) for different check-in scenarios and guest types.

Data minimization and retention policies

Hotels should collect and retain only the minimum necessary guest data required for their operations and have clear policies for secure disposal of data that is no longer needed. This aligns with data protection principles like data minimization. 

In-room technology: Smart devices, security and privacy

Smart devices in guest rooms, such as voice assistants and smart TVs, offer personalized experiences. For example, smart TVs can allow guests to enjoy their preferred entertainment just as they would at home, making their stay more enjoyable and relaxing. While smart devices offer a variety of benefits, these devices often require access to personal data which raises privacy concerns and can also be a potential security risk if not managed correctly.

Mitigating security & privacy concerns

1. Secure data handling: Smart devices can pull in the user’s preferences from their accounts using the linking performed during check-in. However, it is essential to ensure that this data is handled securely and that guests have control over what information is shared. Data should be encrypted in transit and at rest, using industry standard protocols such as SSL/TLS and AES. Users should be able to check for visual cues like a padlock icon in the address bar for presence of an SSL/TLS certificate indicated and trust seals or badges to indicate compliance with standards like ISO 27001, SOC 2, etc.
2. Regular updates and patching: Regularly update and patch smart devices to prevent exploitation of known vulnerabilities.
3. User consent: Implementing clear and transparent consent mechanisms is vital. Guests should be informed about what data is being collected and how it will be used, allowing them to make informed decisions about their privacy. A lengthy and overwhelming user consent process with excessive legal jargon, vague descriptions of data collection, multiple checkboxes and a scrolling window that requires scrolling through pages of text is sure to lead to users frustration and abandonment of the account linking process. So, companies need to strike a balance between obtaining necessary consent and maintaining a delightful user experience.

The following are best practices to achieve a balance between user consent and the user experience: 

• Progressive disclosure: Provide initial high-level information and offer additional details as needed, avoiding overwhelming users with excessive information.
• Contextual consent: Request consent in context, when users are most likely to understand the purpose and benefits of data collection.
• Continuous feedback: Provide feedback and confirmation of user consent choices, ensuring they feel informed and in control. 

Check-out: Data protection and recovery

The check-out process is another critical point where cybersecurity measures must be enforced. Ensuring that guest data is securely wiped from the system is essential to prevent unauthorized access.

Best practices for check-out

1. Automated data wipe: The user account tied to the guest room should be automatically wiped out at the end of their stay. This process should be integrated into the check-out pipeline, removing the onus from the guest and ensuring that no residual data remains.
2. Recovery plan: Having a robust recovery plan in place is crucial. In the event of a data breach or other security incident, the hotel must be able to quickly and effectively respond to minimize damage and restore normal operations.

The ideal customer experience

An ideal customer experience optimized for security in the hospitality industry is one that prioritizes transparency, consent and data protection throughout the entire guest journey, from check-in to check-out. By implementing robust security measures, such as strong authentication and authorization, data minimization, and encryption, hotels can ensure a seamless and secure experience for guests, protecting their personal information and preventing cyber threats.

Furthermore, hotels must strike a balance between obtaining necessary consent and maintaining a delightful user experience, using techniques like progressive disclosure, contextual consent and continuous feedback. By following these best practices, hotels can set a new standard for cybersecurity and guest privacy in the industry, building trust and loyalty with their customers and establishing themselves as leaders in the field. Ultimately, a secure and seamless guest experience is no longer a luxury, but a necessity in today’s digital age.