Hilton partners with Be My Eyes to assist blind and low-vision guests

GLOBAL – Hilton, a global leader in hospitality, announced today an industry-first, exclusive partnership with Be My Eyes to ensure guests who are blind or have low vision can experience a more accessible, seamless and welcoming stay. 

Together with Be My Eyes, Hilton is making available AI-powered assistance and dedicated Hilton Reservations and Customer Care support to guests who are blind or have low vision across the U.S. and Canada. 

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. Now, it directly connects Hilton guests with a team of dedicated, specially trained English-speaking Hilton Reservations and Customer Care agents.

Through this partnership, Be My Eyes users in the U.S. and Canada can use their smartphones 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 Hilton’s portfolio of brands, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, DoubleTree by Hilton, and Hampton by Hilton. 

The partnership provides personalized assistance for leisure and business travelers who are blind or have low vision for every stay occasion.

Today’s announcement marks a significant milestone in the collaboration between Hilton and Be My Eyes. 

Hilton first partnered with the organization 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 developing and training a specialized team of Hilton Reservations and Customer Care agents who can support Be My Eyes users who may need assistance during their stay.

In addition to leveraging Hilton’s dedicated Reservations and Customer Care team, guests can take advantage of Hilton’s industry-leading “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.

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