I have a thing about elevators. It’s not unreasonable or anything – it’s just a blinding fear that the cord will snap and the elevator will plunge to the ground, killing me and everyone on board. Completely normal. Usually I manage to keep my elevator fears at bay. I live in a building with an elevator, so I am on one pretty much daily. But, those are short trips of just a few stories. When I’m in a tall building, it’s a different story. Space Needle, Sears Tower, Empire State Building? I was a complete mess.
I spent this last weekend in Nashville, where I stayed at the Hotel Preston. The building had eleven floors of hotel rooms, plus the lobby and a lower level. On Saturday I was on the elevator from the fourth floor to the lobby when it made a bit of a groaning sound and lurched before the doors opened. I leapt off the elevator the second the doors opened. I told myself to make a mental note not to get on that car again, but I lost the note and got back on the elevator a few hours later – along with twelve other women.
The doors closed, we started to move upward, and then the elevator just…stopped. I immediately had a minor stroke. Also? Maddie isn’t the only one who has nervous flatulence. Sorry, ladies.
The other women on the elevator were all really calm at first. They teased me for freaking out. Amy even suggested we all jump and maybe it would jar the elevator. That didn’t make me too happy. I was closest to the buttons so I pressed the elevator emergency call button. It rang, and rang, and rang…and NO ONE answered.
This is when other people started to have minor strokes.
My cell service was spotty, but I managed to get a text out to my roommate Casey.
I then used my twitter account (thank goodness I didn’t close my account last month) to announce that we were stuck on the elevator. Other women did the same things, and right away we started getting responses from our non-stuck friends, who told us that they called the front desk on our behalf.
R Kelly’s song, “Trapped In A Closet” started running through my head, but with verses altered to fit my situation.
I used the emergency button again, and finally someone answered. She said that the authorities had been called, and they would be there to help us “shortly.” Armed with that vague information, we tried to stay as calm as possible. Fifteen minutes went by with no change and no new information, so I used the emergency button again. We were given the same vague response that help would be there “shortly, ” and that is when the whole elevator revolted.
Did I mention there was a pregnant woman on the elevator?
It started to get REALLY hot and stale in the elevator. Someone pried open the doors a bit so we could get some fresh air, although it didn’t make that much of a difference. A few women started to have real and true panic attacks. Surprisingly, I was not one of them. I think that was because I felt so bad for the other woman and the mom-to-be that I stopped thinking about my fears. And also because I was sizing up all the other women, deciding who I would have to eat when it turned cannibalistic. I wondered if I’d drank my last Diet Coke.
Finally, after the LONGEST 45 minutes ever, the elevator finally moved to the lobby, where we spilled out in a happy mob. A bunch of our friends greeted us – but there wasn’t one representative from the hotel. Not ONE. They knew we had a pregnant woman on the elevator, they knew we had some women with panic issues, and there wasn’t a single person who greeted us with water or apologies or anything. In fact, the hotel seemed completely annoyed by the whole thing. Since I was closest to the emergency phone, I can say with confidence that the woman who spoke with us most of the time seemed completely annoyed by the whole situation. They didn’t keep us well informed – all of our help information came from our friends via text or twitter. Pathetic. I even found out the next day that the manager of the hotel stopped to take pictures of other guests instead of coming to our aid.
The Hotel Preston is about to face the wrath of thirteen pissed-off bloggers.
My other roommate Emily and I were over the elevator after that, and took the stairs up to our fourth floor room. I was determined not to use the elevators in the hotel again, until I remembered that I had a very heavy suitcase. So I got on it again, on the exact same car. But this time I made sure my cell phone was fully charged, and I had soda and snacks. The only thing I planned on cannibalizing was a Little Debbie Snack Cake (she didn’t stand a chance).
The “Elevator 13”
Jennifer, Play Groups Are No Place for Children
Victoria, Vdog + Little Man
Me! – The Spohrs Are Multiplying
Heather – The Queen of Shake Shake
Emily – DesignHer Momma
Amy – Amy in Ohio
Hebba – JeepGirl17
Shannan – Mommy Bits
Ali – Blessed Treehouse
Sandy – Organize with Sandy
Jenny – Mommin It Up
Dawn – Kaiser Alex
Cortney – Once A Month Mom
iMommy says:
Ooooh, I would have been so furious!!!! Glad you are all OK
iMommys last blog post..Confession
perksofbeingme says:
I’m so glad you are ok. All I have to say is this hotel will not only have to face the wrath of the “Elevator 13” but also the wrath of the rest of the blogging world who has heard about it now. Let the emails and phone calls commence.
perksofbeingmes last blog post..Michaela
ali says:
i have a thing about elevators too.
and i’m having a panic attack just reading this! gah!
Kristin says:
My thing is escalators. Big fear of them. Ack.
I’m glad the Elevatory 13 came out relatively unscathed. That hotel isn’t going to get a good reputation now!
Kristins last blog post..Little Miss(es) Independent
Amy says:
you can sue them.
I think it is “false imprisonment?” It is their duty to keep there elevator in working order.
I used to work at a law office, and we HAD tons of cases like this. They usually just settle and you get a nice check.
Amys last blog post..It has been you
Sarah @ Ordinary Days says:
Oh my gosh! I guess we left just in time. Glad you guys made it!
Jenny from Mommin' It Up! says:
I will “out” myself as the one having the real panic attack! The fact that no one anwered when the front desk was called is what set me off. I heard you say something like “When other people are more upset than me it makes me feel better” – and that made ME feel better…so funny…so I am glad we were able to help each other out! I took the stairs after that also…NINE floors…totally worth it. The fact that NO hotel staff greeted us or made sure we were ok was just WRONG. Will be sending polite but firm email to them about that today. Thanks for the great recap and I am glad we both made it through!!
Jenny from Mommin’ It Up!s last blog post..So Much Bliss, So Little Time
Mary says:
Well that’s one way to meet new people! Glad everything worked out ok and it was really nice meeting you. Have you been able to put your boots back on yet?
Marys last blog post..Saturday Sound Off: Treating Colds
Cara says:
So much for southern hospitality.
Caras last blog post..An Overlapsation Situation
Heather, Queen of Shake Shake says:
I tried to speak (calmly) to a manager when I checked out on Sunday. Front desk guy said there wasn’t one on duty, but I could talk to the head housekeeper. Are you kidding? Um, no.
I made him call the night mgr at home. They couldn’t get the general manager of the hotel to answer his phone. I left my name and number because I want to speak to the general manager. It’s 1 o’clock and I don’t think he’s going to call. I’m not going to give Hotel Preston another dime of my money, especially now that I’ve found out the mgr stopped to take pictures of people instead of attending to us.
preTzel says:
I would be writing a LONG letter to corporate and explaining the situation to them. I think the very thing they should do is comp your stay.
preTzels last blog post..Love: Reality or Myth?
Bec says:
You’ve got to love customer service. Didn’t they know that you’d all be blogging about this when you got home? I guess not or they would have brought out the champagne to calm your fragile nerves.
DesignHER Momma says:
Dude –
reading all these post today have me fearing flashbacks! I’ll never enter an elevator with the lazy easy I used to.
DesignHER Mommas last blog post..Checking off the bucket list in Nashville
Sandy says:
I also asked to have the front desk call the manager at home on Sunday am when we checked out. He said he was talking to the general manager about it.
I called him twice today (Monday) and again he said he had talked to the general manager and put me through to Steve’s voice mail. I left a message on his voice mail and told him to check out the video clips from my blog and also told him it would make sense for him to try and make a bad situation a little better for the 13 involved. No responses at this point.
Sandys last blog post..Don’t miss my 1st Guest Post!
Shannanb aka Mommy Bits says:
Talk about a wild evening. I still can’t believe it happened to all of us. I was extremely disappointed in the Hotel Preston staff. The fact that they didn’t even think to greet us as we exited says a lot about their company. I for one will not be returning to that hotel!
Shannan
#Elevator 13 Victim
Shannanb aka Mommy Bitss last blog post..Stuck in an Elevator
moosh in indy. says:
I’m an ass for leaving my phone in the room. I would have gave them HELL.
moosh in indy.s last blog post..What Michael Phelps, Little Debbie and I have in common.
AMomTwoBoys says:
Three things:
1) If you’re going to get stuck on an elevator, that’s an AWESOME group to get stuck with.
2) As someone who worked in a hotel for four years, I am in COMPLETE shock at your treatment by The Hotel Preston. I would definitely start a letter writing campaign to the GM of the hotel and make sure he/she knows all the social media attention this is getting.
3) I’m very glad you made it out alive.
Briana says:
I’m disturbed by the hotel’s attitude towards the situation. Apparently they do not understand the POWER of social media! Maybe they should have been in our conference sessions!
Sorry about getting stuck. Sounds like it was a good group to get stuck in an elevator with, though and now you have a great story to pass along!
Brianas last blog post..Free Sams Club Saving Pass
Kristabella says:
OMG, I would have reemed the manager a new asshole right then and there! Note to self, never stay in that hotel.
This beats, hands down, the elevators from BlogHer last year which were scary and effed up in their own right.
Kristabellas last blog post..Dear Insurance Company
Steven Hoida says:
Dear Heather,
I believe we may have already spoken by phone but felt it equally important to respond to your blog regarding your experience at the Hotel Preston this weekend (I plan to post this same note to the other hotel guests’ blogs that were involved in the incident as well). We are passionate about our guests and know you have many choices when traveling to Nashville thus please accept my personal apology specific to the elevator incident.
I understand from your blog post that you were unable to get an immediate response from the hotel team. We had our Manager on duty at the time working hand in hand with the elevator engineer to insure he moved swiftly in getting all passengers out of the lift. Unfortunately this caused our Manager not to be present when the guests exited to personally insure their well being. I can share with you with confidence we have never had an elevator delay occur when the maximum number of people did not exceed 7 people per elevator and it is unfortunate the capacity posting in the elevator was not read by our patrons.
As a result of this incident and to insure we do not have guests faced with this situation in the future we are scheduling follow up training with our internal management and staff in coordination with the elevator company to improve upon our timeliness in the rare case this ever occurs again.
I also agree with the suggestion to install additional signage outside of the elevators on the lobby and lower lobby level to complement the maximum capacity of 7 patrons that is already posted inside the cabs. We have begun working with our sign company to implement signs in these locations.
My belief is that this situation would not have occurred had it been clearer to our hotel guests.
As a gesture of goodwill on the hotel’s behalf I have taken the liberty of adjusting $50 + tax off of each of the 13 guests’ hotel bill who was impacted by the elevator delay.
In addition, I will personally provide to each of the 13 guests a special rate on a future stay with us and include complimentary breakfast to demonstrate our usual exemplary service from our team and insure a flawless future visit.
I appreciate your patronage at the Preston during the Blissdom ’09 conference and look forward to seeing you in the future.
Please feel free to contact me directly to further discuss your experience – my direct line is 615-367-0339 or via e-mail – steve@hotelpreston.com and I remain at your service.
Sincerely,
Steven Hoida
General Manager
Hotel Preston
AMomTwoBoys says:
I’m sorry, but did he hotel manager just say that the incident was your fault b/c you had more people in there than the maximum?
DUDE…do they not know the old addage, the customer is always right? WTF? I’m about to write Steve an email.
AMomTwoBoyss last blog post..A Picture is Worth…Stock in Baby Wipes?
Issa says:
Somehow that didn’t seem like much of anything but a load of crap typed in haste to try and avoid a lawsuit. It’s not your fault, it’s theirs. The end.
Am seriously glad you made it out alive. Because of that, I’ll be walking around BlogHer the whole time, with wine and cookies, just in case.
Issas last blog post..Dear Andrew,
Backpacking Dad says:
Steve seems confused about the complaint.
It is not that the elevator stopped moving (although that was AN incident); it was that the hotel’s staff and management displayed such poor customer service throughout the incident that the hotel is being challenged to make good.
A customer service failing, being able to provide information, apologies, sympathy, assurances, and confidence to a group of guests who are experiencing a poor stay, for whatever the reason, is a failing of management, not of the customer.
Under no circumstances should any manager ever tell a customer “I understand you are upset, but it’s your fault that you’re upset.” This is another customer service failing. Even if it’s true that a crisis was caused by the customer, that doesn’t mean the hotel staff and management has performed up to par in dealing with the crisis.
Backpacking Dads last blog post..Economics and Guilt
patois says:
I read someone else’s account — not one of the unlucky Gang of 13 — mentioning you all had gotten stuck. I have got to remember to count the number of people getting on an elevator from now on.
patoiss last blog post..One Single Impression: Movement
Jackie says:
Seriously? Whoa dude.
Steve, You know that no one reading your letter will go to your hotel now, right? You just made your inability to be helpful or personable to your guests public record on the world wide web. It may have been better to say nothing. Whoops.
Heath, Don’t forget to cash in on that special rate on a “future stay.”
Jerri Ann says:
And, those folks in Miami 2 weeks ago thought I was a bit neurotic in this very old hotel that had a 3 person limit on the elevator and I insisted on abiding by it…..geeeeeez….that was an old old place. A new fangle place like the Preston ? And, they dropped the ball in more areas than this…this just being the worst of it in my opinion…
Poor Steve, he just don’t get it…should we send him some Blue’s Clue’s….
Devan says:
Ok, since when were Elevator limits based on “number” of occupants? I have always noticed a “weight” limit . . . if I see a bunch of overweight people, I may think twice . . . otherwise, that is just crazy! (Ok, just for humors-sake, 7 people who weigh 250+ each or 7 people who weigh 115+ each . . . come on!)
And, to Steve, we have many friends and family in the immediate area who were, to put it lightly, SHOCKED at the hotel’s lack of customer service! Many had visitors who stayed there in the past, but swore to never do so again based upon the service these ladies received!
Ahem, they don’t know WHO they are dealing with when they don’t treat female bloggers properly!
Manic Mommy says:
Nice try, Steve. Unfortunately, a swing and a miss.
Feel the wrath of the mommy blogosphere!
Manic Mommys last blog post..We Should Have Asked To See The Wine List
Manic Mommy says:
Also, Heather and all, that totally sucks. I am also somewhat claustrophobic. Trust me when I say, I would have been your first choice to throw down the elevator shaft. It would not have been pretty.
Carrie says:
I can’t imagine…thank god for your friends, at least they reassured you all. Shame on that hotel.
Mama Bub says:
This is the second post I’ve read about the elevator incident and I’m getting a bit more panicky by the minute. At least Twitter came through when the hotel management did not.
Michelle-White Trash Mom says:
I would have peed myself. No kidding.
Michelle-White Trash Moms last blog post..Toddlers and Tiaras: Flippers and Spray Tans?
tanyetta says:
soooooooo glad you’re OK!
the hotel better brace themselves.
the last thing they should want is a group of ANGRY moms coming after them
sam {temptingmama} says:
For some reason Im just seeing a Steve reponse for the first time and let me just say that I was shaking my head and getting royally pissed as I read his letter and I wasn’t even there. His approach to the hole situation by first – contacting you via email about the whole situation and then BLAMING YOU for the incident. That’s downright disgusting. I can tell you now that if I get to Blissdom next year I will not be staying at that hotel and anyone traveling to Nashville will be told of this…
I am seriously steamed now. LOL
sam {temptingmama}s last blog post..I am Officially Kristen Chase’s Bitch
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