Hilton, Be My Eyes partner to improve accessibility for guests who are blind or low vision

The power of artificial intelligence is helping people who are blind, or have low vision, enjoy a more seamless hotel stay.

Using AI‑powered virtual assistance, Hilton has partnered with Be My Eyes to assist guests in need at its hotels across Canada and the U.S.

Be My Eyes is a free mobile app that connects blind and low vision users with sighted volunteers and companies through live video and AI, and now, directly connects Hilton guests with a team of specially trained English-speaking Hilton Reservations and Customer Care agents.

Be My Eyes users in Canada and the U.S. can now use their smartphone to navigate to Be My Eyes’ “Service Directory,” select the “Hotels” category and choose the participating Hilton brand to be directly connected to Hilton’s dedicated teams.

Hilton teams will be available to help users navigate the hotel, including helping guests identify and adjust the in-room thermostat, operate in-room coffee machines, identify window coverings, or navigate to the hotel’s meeting spaces and amenities such as bars, restaurants, gyms or spas.

Assistance is available across a variety of Hilton’s portfolio of brands, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, DoubleTree by Hilton and Hampton by Hilton, among others.

 “As a leading hospitality company, Hilton is committed to creating an experience that is welcoming for every guest, at every hotel, every time,” stated Mike Gathright, senior vice-president, customer excellence and innovation at Hilton, in a press release. “We believe that every guest – regardless of ability or any other factor – deserves a reliable and friendly travel experience, and we are proud to partner with Be My Eyes to make that more of a reality for thousands of Be My Eyes users.”

Be My Eyes

Hilton first partnered with Be My Eyes in 2023 to train and improve “Be My AI,” an OpenAI GPT-4 language model that powers the Be My Eyes app, to enhance its ability to recognize objects and navigate the furniture and fixtures found in Hilton brand hotel rooms.

Earlier this year, the partnership was expanded to include the development and training of a specialized team of Hilton Reservations and Customer Care agents who can support Be My Eyes users that may need assistance during their stay.

“Our mission at Be My Eyes is to break down accessibility barriers in everyday life, and this partnership with Hilton is a significant step along that path, helping travel and hospitality to be much more inclusive,” said Mike Buckley, CEO, Be My Eyes, in the release. 

Guests can also take advantage of Hilton’s “straight-to-room” digital self-service tools that create a seamless experience from check-in to check-out.

Where available, these tools include the ability to choose your room, digitally check in, use the Digital Key to open guest room doors with mobile phones and digitally check out. With this technology, guests who require additional assistance can adapt their travel experience based on their specific needs.

For more information, visit www.bemyeyes.com. Be My Eyes can be downloaded via the App Store on iOS or Android.

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