Hilton has announced an exclusive partnership with Be My Eyes, an app designed to assist those who are blind or have low vision, to provide a more accessible hotel experience.  

Initially in 2023, Hilton partnered with Be My Eyes to train the “Be My AI” feature, an OpenAI GPT-4 language model, to better recognise objects and navigate hotel room layouts.  

The partnership has since expanded to include a team of Hilton Reservations and Customer Care agents. 

The latest collaboration introduces AI-powered assistance and dedicated Hilton Reservations and Customer Care support for guests across the US and Canada.  

This initiative enables visually impaired guests to connect with specially trained Hilton agents via the Be My Eyes app for real-time support during their stay. 

The app, which offers free assistance through live video and AI, now includes a direct connection to Hilton's team of English-speaking agents. 

It allows users in the US and Canada to select Hilton through its “Service Directory” under the “Hotels” category to access this support.  

Hilton's agents can assist with tasks such as adjusting the thermostat, operating coffee machines, and more. 

This service is available across several Hilton brands, including Conrad Hotels & Resorts, Waldorf Astoria Hotels & Resorts, DoubleTree by Hilton and Hampton by Hilton.  

Hilton customer excellence and innovation senior vice-president Mike Gathright said: “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.” 

Recently, hotel workers from Hilton near Seattle airport joined a strike involving 4,375 workers across the US.  

The strikes, also including Hyatt and Marriott employees, have been taking place in cities such as Honolulu, Boston, San Francisco, and Seattle.