Empowering Visually Impaired Guests: A Case of Hilton

Abstract

Traveling can be challenging for people with disabilities, especially those who are blind or have low vision. To improve accessibility, Hilton has partnered with Be My Eyes, a free app connecting visually impaired users to sighted volunteers and trained Hilton staff via live video and AI assistance. Guests can use the app to receive real-time guidance for navigating hotel facilities and using in-room amenities. While this partnership enhances inclusivity, challenges remain: the service depends on reliable internet, some older guests may struggle with the technology, and some users may feel hesitant to seek help, limiting the app’s effectiveness.