Elevating the guest experience with seamless digital access
Delivering a seamless, mobile-first guest experience on the Las Vegas Strip
Recognizing the increasing demand for digital convenience and efficient services, Resorts World strategically sought to elevate its guest experience by implementing a more efficient check-in process that allowed guests to get into their rooms faster.
At the time of launch, other hotels in Las Vegas were still operating on guest experiences driven by Bluetooth® Low Energy technology and mobile apps. No other hotel on the Strip – or of this scale, anywhere – had successfully delivered a digital check-in process that leveraged a digital wallet solution using Near Field Communication (NFC).
Location: Las Vegas, NV
Completion: 2025
Official website: www.rwlasvegas.com
Challenges
How do you eliminate long check-in lines and provide a frictionless experience?
Previous mobile key system limited the resort’s ability to fully own and customize the guest journey
It also could not support the resort’s ambition of offering a comprehensive and seamless digital wallet key
Lengthy check-in lines and staffing challenges create friction for guests
Requiring app downloads or loyalty enrollment further complicates the experience
Resort needed a more flexible and scalable solution that could integrate with its broader technology ecosystem and support innovations
Details
Partnership built on flexibility and choice
Collaborative partnership
The partnership among Resorts World Las Vegas, dormakaba, and Alliants – a hospitality guest experience platform and certified Apple Wallet Credential Manager – was founded on principles of flexibility, trust, and mutual collaboration. dormakaba provided 100 electronic upgrade test kits, allowing Resorts World to thoroughly evaluate the transition to NFC that enabled the end-to-end technology before full-scale implementation.
Scalable technology stack
At the core of the partnership is dormakaba’s open, scalable technology stack – a differentiator that allowed Resorts World to build on its existing lock hardware without the need for a full system replacement.
Infrastructure support
This included the deployment of Quantum Pixel⁺ door locks – sleek, brass-finished hardware with embedded NFC capabilities for digital access. dormakaba also implemented RAC5, an access control solution ideal for locations without traditional wiring.
Room key in Apple Wallet
At the time of launch, no other property on the Las Vegas Strip had made room key in Apple Wallet available to guests. This strategic move was instrumental in enhancing the guest experience, eliminating the need for physical room keys and enabling guests to access their rooms with their iPhone or Apple Watch as their key.
Key results
Mobile check-in rates increased significantly at Resorts World following the introduction of web-based and room key in Apple Wallet options. Conversion rates jumped from a previous range of 10-16% to over 44%, despite the service being available at only two of the three hotels.
