By Lea Mira, HTN staff writer – 10.17.2024
Hilton is taking an innovative step towards creating a more inclusive and accessible travel experience for guests who are blind or have low vision. The company has partnered with Be My Eyes, a free mobile app that connects blind and low-vision users with sighted volunteers and companies, to offer a unique blend of AI-powered virtual assistance and dedicated human support. This industry-first partnership, launched across the U.S. and Canada, aims to empower guests with visual impairments to navigate their hotel stay with greater ease and confidence.
Through the Be My Eyes app, guests can access a “Service Directory” and connect directly with Hilton’s specially trained Reservations and Customer Care team. These agents have received specialized training to understand the unique needs of blind and low-vision guests and are equipped to provide personalized assistance throughout their stay. This support extends beyond basic requests, encompassing a wide range of tasks, such as:
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Navigating the hotel: Helping guests find their way around the property, including locating their room, elevators, restaurants, and other amenities.
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Adjusting in-room amenities: Assisting guests with operating in-room features like thermostats, coffee machines, and window coverings.
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Identifying objects: Helping guests identify items in their room or around the hotel, such as toiletries, menus, or signage.
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Finding meeting spaces: Guiding guests to meeting rooms, conference centers, and other event spaces.
The service is available across a wide range of Hilton brands, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, DoubleTree by Hilton, and Hampton by Hilton, ensuring that guests with visual impairments can enjoy a seamless and accessible experience regardless of their travel preferences or budget.
This partnership builds upon a previous collaboration between Hilton and Be My Eyes in 2023, where Hilton helped train “Be My AI,” an OpenAI GPT-4 language model that powers the app, to better recognize objects and navigate hotel room layouts. The current partnership expands on this foundation by providing direct access to Hilton’s specially trained customer service agents, adding a crucial layer of human interaction and personalized support.
“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, senior vice president, customer excellence and innovation, at Hilton. “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.”
In addition to this dedicated support, guests can utilize Hilton’s existing digital self-service tools, such as mobile check-in, Digital Key, and digital check-out, to further personalize their experience and minimize potential challenges. These tools allow guests to bypass the traditional front desk experience, choose their room, access their room without a physical key, and check out seamlessly, providing greater independence and control over their stay.
This partnership with Be My Eyes is just one example of Hilton’s ongoing commitment to improving accessibility for guests with disabilities. The company has been recognized for its efforts in this area, receiving accolades such as a Top Company for People with Disabilities by Fair360 and a Leading Disability Employer by the National Organization on Disability (NOD). Hilton is actively working to understand and accommodate the diverse needs of all its guests, ensuring that everyone can enjoy a comfortable and welcoming stay.
By combining innovative technology with dedicated human support, Hilton and Be My Eyes are creating a more inclusive and welcoming travel experience for guests who are blind or have low vision. This partnership sets a new standard for accessibility in the hospitality industry, demonstrating the power of technology and human connection to create a more equitable and enjoyable travel experience for everyone.