Smart Hotel Technology Widens Cybersecurity Exposure

Connectivity Expands Digital Risk for Hotel Operators

Hotels are increasingly deploying smart technology to enhance guest convenience and improve operational efficiency. These innovations include mobile keys, smart locks, connected televisions, lighting, thermostats, and room controls, alongside voice-enabled devices and mobile applications for managing room functions.

While these systems streamline stays and property management, the growing number of interconnected devices and external integrations significantly expands the digital environment that hotel operators must protect.

Every new connection introduces a potential point of vulnerability, requiring a comprehensive approach to security that spans the entire technology lifecycle, from initial acquisition to eventual decommissioning.

The challenge for the hospitality sector is not whether to adopt these technologies, but how to embed robust security measures into their procurement, deployment, operation, and retirement phases.

Interconnected Systems and Broader Attack Surfaces

The cybersecurity implications extend beyond individual devices, as smart hotel technology frequently communicates with core property management systems (PMS), building controls, hotel networks, and various third-party services.

The US National Institute of Standards and Technology (NIST) describes the PMS as an operational hub, linking critical functions such as point-of-sale systems, door locks, Wi-Fi, guest services, and external business partners. This interconnectedness means a weakness in one device could potentially provide an entry point to more sensitive systems.

Research published by the UK government in 2025 identified vulnerabilities across a range of enterprise connected devices, including those used for building entry and room booking.

The assessment revealed issues such as outdated software, insecure configurations, and flaws that could allow remote compromise, warning that such vulnerabilities could grant access to wider business IT systems.

Device Vulnerabilities and Lifecycle Management Imperatives

Connected products can possess inherent weaknesses in authentication, software, communication protocols, or configuration. Securing these devices becomes particularly difficult if manufacturers cease providing updates or if hotels lack an effective process for applying them. This highlights the critical importance of product lifecycle management.

NIST guidance on Internet of Things security emphasises the need to consider cybersecurity at the point of acquisition and integration. Its recommendations for manufacturers also address security throughout the product's lifespan, including maintenance, support, and end-of-life considerations.

For example, following the disclosure of vulnerabilities in dormakaba’s Saflok electronic lock systems in 2024, the manufacturer provided a mitigation programme and security support for affected products.

This demonstrates that responsibility for a connected product does not end upon installation; operators must understand how suppliers disclose vulnerabilities, how patches or mitigations will be deployed, and what occurs when a product is no longer supported.

Third-Party Access and Internal Responsibility Gaps

Another significant security gap arises from third-party access. Hotels often depend on technology suppliers and integrators to remotely maintain smart-room platforms, building controls, and other connected systems.

Remote access that is unnecessarily broad, poorly protected, or no longer required creates an additional route for potential attackers into the hotel technology environment. Furthermore, connected technology can create an internal ownership problem within hotel businesses.

Smart locks might be managed by security teams, room controls by engineering, entertainment platforms by operations, and networks by IT. Without clear lines of responsibility, network-connected equipment can inadvertently fall outside established IT security and asset-management processes, leaving systems exposed to unaddressed risks. This fragmentation of oversight complicates a unified approach to cybersecurity across a hotel property.

The So-What: Protecting Guests and Industry Assets

For travellers, the proliferation of smart hotel technology means a potential for increased convenience but also heightened risks to personal data and the security of their accommodation. Unsecured systems could expose sensitive guest information or allow unauthorised access to rooms.

For the global hospitality industry, the imperative is clear: hotels must integrate robust cybersecurity into every stage of their technology operations. This means investing in strong security frameworks, establishing clear internal protocols for device management and data protection, and implementing continuous monitoring to detect and respond to threats.

Operators must collaborate with technology providers to ensure security by design and maintain vigilance over system updates and third-party access. Proactive security measures are crucial to mitigate these expanding threats, protect valuable assets, and maintain guest trust in an increasingly connected world.