September 2024
The debate between app vs web provisioning is transforming the way hotels provide mobile access. While app-based provisioning has been the go-to method for years, a new approach —web provisioning—is emerging, offering an alternative that could further enhance the guest experience.
App vs Web Provisioning: Understanding the Differences
When comparing app vs web provisioning, web provisioning allows guests to access their mobile keys directly through a web interface, without requiring to download a specific app, making it easier to experience the full digital guest journey.
When mobile keys were first introduced, they relied on bluetooth functionality, which required guests to download an app. Web provisioning, on the other hand, relies on NFC (near field communication) which allows guests to access their keys through digital wallets without needing to download additional apps.
One of the reasons web provisioning has gained attention is due to the belief that many users are reluctant to download apps. While more app categories exist today, consumers are using and installing fewer apps each year.
– In response to this belief, there has been a push to offer a web-based solution, leading to a closer look at the technology needed to make it possible and the fact that web provisioning is set to become a reality cannot be overlooked, says Kim Lood CTO at Zaplox.
Although the technology for web provisioning is available, it has not yet been widely rolled out. This is due to several technical challenges that need to be addressed.
– For web provisioning to be fully implemented, various factors must align, including compatibility with different operating systems, such as iOS and Android, lock providers, and the technology used to communicate with the physical lock, says Kim Lood.
The App vs Web Provisioning Debate: What Lies Ahead
As the hospitality industry continues its digital transformation, the debate between app vs web provisioning for mobile keys continues. Both approaches have advantages, and the future of how hotels manage mobile access will likely be shaped by a combination of market demand, technological advancements, and strategic investments.
– Those who haven’t yet implemented a digital guest journey—especially those that skipped Bluetooth-based mobile keys—may never adopt app provisioning. Instead, they are more likely to leap directly to wallet-based, web provisioning solutions. However, for hotels that have heavily invested in building apps to offer a complete digital guest experience, web provisioning is more likely to serve as a complementary option rather than a replacement, Kim Lood explains.
Despite the advantages of web provisioning, many hotels are taking a cautious approach before fully committing. As with any new technology, hoteliers want to see market traction and proven success before making significant investments.
– This hesitation stems partly from the tried-and-tested reliability of app-based provisioning. For years, apps have provided high security and seamless integration with multiple hotel systems to streamline the digital guest journey. Web provisioning, on the other hand, is still emerging and, while promising, must demonstrate its long-term viability and security, says Kim Lood.
Preparing for the Future
The technology for web provisioning is ready, but for widespread adoption, several technical requirements need to align across various providers. It’s unlikely that app and web provisioning will result in a clear winner-takes-all scenario. Instead, the hospitality industry may adopt a dual-path strategy where both approaches coexist, addressing different guest preferences and operational needs.
– The future of mobile access in hospitality will likely involve a blend of both app-based and web-based solutions. At Zaplox, we will remain at the forefront of mobile access and we are committed to adopting web provisioning as soon as the market is ready, says Kim Lood.
