Hilton, a global leader in hospitality, has announced a groundbreaking partnership with Be My Eyes, aiming to make hotel stays more accessible and welcoming for guests who are blind or have low vision. This industry-first collaboration integrates AI-powered assistance and live support from Hilton’s dedicated customer care team, ensuring that guests across the U.S. and Canada can enjoy a seamless and inclusive experience.
Be My Eyes is a popular mobile app that connects visually impaired users with sighted volunteers through live video and AI. Now, through this partnership, users can access personalised help from specially trained Hilton Reservations and Customer Care agents. Whether guests need assistance adjusting an in-room thermostat, identifying window coverings, or navigating hotel spaces such as gyms or restaurants, Hilton’s support team is ready to guide them.
“This partnership is about more than just technology-it’s about creating a truly welcoming environment for every guest,” said Mike Gathright, Senior Vice President of Customer Excellence and Innovation at Hilton. “We believe that no matter their ability, every guest deserves an exceptional stay, and we’re proud to work with Be My Eyes to make this a reality.”
Hilton’s support extends across a range of its brands, including Waldorf Astoria, Conrad, DoubleTree, and Hampton by Hilton, offering both leisure and business travellers customised assistance. Through the Be My Eyes app, users can connect directly to Hilton’s team for real-time help navigating hotel amenities and in-room features.
This partnership builds on Hilton’s previous work with Be My Eyes in 2023, when the hotel chain helped train the app’s “Be My AI” feature-an advanced OpenAI GPT- 4 language model that recognises objects in hotel rooms. Additionally, Hilton has developed a specialised team of agents trained to assist guests who are blind or have low vision.
Mike Buckley, CEO of Be My Eyes, praised Hilton for leading the charge in accessibility. “Our mission is to break down barriers, and Hilton’s commitment to inclusivity is a significant step toward that goal,” he said. “We’re thrilled to provide our platform to help Hilton offer the best possible service to guests who are blind or have low vision.”
The partnership complements Hilton’s digital self-service tools, such as digital check-in, room selection, and mobile key access, allowing guests to customise their stay based on their unique needs. While this new initiative will benefit thousands of travellers, Hilton remains dedicated to continuously improving accessibility for all its guests.
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