Hilton Collabs With Be My Eyes to Enhance the Customer Experience and Accessibility for Blind and Low Vision Guests 

Hilton has announced an exclusive partnership with Be My Eyes, a mobile app that leverages AI, sighted volunteers, and live video to assist blind and low-vision users and enhance their travel experience. The partnership will help provide more accessible support across Hilton properties in the U.S. and Canada. The Be My Eyes app will connect sight-challenged Hilton guests with specially-trained customer care and Hilton reservation agents dedicated to assisting low-vision and blind users with tasks like identifying amenities, operating in-room appliances like coffee pots, and navigating public hotel areas like restaurants, meeting rooms, spas, and gyms. 

Guests can access Hilton’s services via the Be My Eyes app by selecting the “Hotels” category within the “Service Directory.” From there, users can connect with specially trained English-speaking Hilton agents who are ready to assist with their specific needs. This service is available at a variety of Hilton brands, including Waldorf Astoria, Conrad, DoubleTree, and Hampton by Hilton. 

Hilton SVP of Customer Excellence and Innovation, Mike Gathright, said, “As a leading hospitality company, Hilton is committed to creating an experience that is welcoming for every guest, at every hotel, every time. 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.” 

Hilton first collaborated with Be My Eyes in 2023 to help train its AI model, “Be My AI,” enhancing its ability to identify objects and room layouts. The partnership has since expanded, with Hilton developing a specialized team to assist blind and low-vision guests. 

Be My Eyes CEO Mike Buckley added, “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. Hilton is once again leading by example, and we’re excited to provide the world’s best customer service platform to help Hilton serve blind and low vision consumers.” 

In addition to the hotel brand’s dedicated customer care and reservations team, Hilton offers self-service digital tools, including mobile check-in and the Digital Key, to provide a smooth and personalized customer experience.  

Watch this YouTube video to see first-hand how the Be My Eyes app helps a sight-challenged traveler navigate the Hilton Hotel and enhance his stay: https://www.youtube.com/watch?v=L2M7gWogzfA&t=1s 


Read more on Loyalty360: 

Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests 

Hilton Becomes Official Hotel Partner for BTN’s Saturday Primetime Football, Activates Exclusive Experiences for Hilton Honors Members 

Hilton and Phaedon 2024 Loyalty Expo Session: Leveraging Emotional Loyalty To Empower Frontline Employees 

 

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