Checking into a hotel often marks the start of an exciting journey, whether it’s a vacation, business trip, or life milestone. However, for guests who are blind or have low vision, navigating the unfamiliar spaces of a hotel can bring unique challenges that may affect their overall experience.
In a groundbreaking move toward greater accessibility, Hilton has announced an exclusive partnership with Be My Eyes, becoming the first hotel brand to offer dedicated support to guests who are blind or have low vision across the U.S. and Canada. This collaboration aims to create a more inclusive and seamless travel experience through the integration of AI-powered assistance and personalized customer care.
Be My Eyes is a free mobile app that connects blind and low vision users with sighted volunteers and companies via live video and AI. Through this partnership, users can now directly reach a specialized team of Hilton Reservations and Customer Care agents, specifically trained to assist with hotel-related needs.
Guests in the U.S. and Canada can access this service by navigating to the “Service Directory” in the Be My Eyes app, selecting the “Hotels” category, and choosing the Hilton brand they are staying with. From there, they are connected to Hilton’s support team, ready to assist with various in-hotel tasks. These include:
- Adjusting in-room thermostats or operating coffee machines
- Identifying window coverings
- Navigating meeting spaces, restaurants, gyms, bars, and other amenities
- Alongside this personalized care, Hilton offers digital tools that empower guests to tailor their experience. Guests can use Hilton’s “straight-to-room” self-service features, which include room selection, mobile check-in, Digital Key access, and mobile check-out, helping create a smooth, contact-free journey
This partnership highlights Hilton’s commitment to inclusivity by enabling guests with different needs to enjoy a welcoming and independent stay. With these tools, Hilton aims to remove accessibility barriers, ensuring that all guests—regardless of visual ability—can experience the brand’s renowned hospitality.