HILTON WORLDWIDE HOLDINGS is working with Be My Eyes, a mobile app that connects blind and low vision users with sighted volunteers and companies through live video and AI, to provide more accessible experiences for guests with visual impairments. They are piloting an AI-powered assistance and dedicated support for reservations and customer care across the U.S. and Canada.
Assistance is available across various Hilton brands, including Waldorf Astoria, Conrad, DoubleTree, and Hampton by Hilton, providing personalized support for leisure and business travelers who are blind or have low vision, the companies said in a joint statement.
“As a leading hospitality company, Hilton is committed to creating an experience that is welcoming for every guest, at every hotel, every time,” said Mike Gathright, Hilton’s senior vice president of customer excellence and innovation. “We believe that every guest—regardless of ability or any other factor—deserves a reliable and friendly travel experience. We are proud to partner with Be My Eyes to make that a reality for thousands of users.”
Be My Eyes users in the U.S. and Canada can access Hilton’s teams through the app’s “Service Directory” under the “Hotels” category, the statement said. These teams assist guests with navigating the hotel, adjusting in-room thermostats, operating coffee machines, identifying window coverings and finding meeting spaces or amenities like bars, restaurants, gyms and spas.
“Our mission at Be My Eyes is to break down accessibility barriers in everyday life, and this collaboration with Hilton is a significant step toward making travel and hospitality more inclusive,” said Mike Buckley, Be My Eyes’ CEO. “Hilton is leading by example, and we’re excited to provide the best customer service platform to help Hilton better serve blind and low vision consumers.”
Hilton began working with Be My Eyes in 2023 to train “Be My AI,” an OpenAI GPT-4 model on which the app is based, enhancing its ability to recognize objects and navigate hotel room furniture and fixtures. Earlier this year, the partnership expanded to develop a specialized team of Hilton reservations and customer care agents to assist Be My Eyes users during their stay.
In addition to Hilton’s reservations and customer care team, guests can use Hilton’s “straight-to-room” digital self-service tools for a seamless experience from check-in to check-out. Where available, these tools allow guests to choose their room, check in, use a digital key to open doors with their phone and check out—all digitally. This technology enables guests who need extra assistance to tailor their travel experience to their needs.
Hilton reported a net income of $422 million for the second quarter ending June 30, up from $413 million last year, while the development pipeline grew 15 percent year-over-year to 3,870 hotels with 508,300 rooms, reflecting an 8 percent increase from the previous quarter.
