Just wanted to share our experience at the Wilderness Lodge last Friday night.
We got stuck in one of the elevators for about 50 minutes when it abruptly stopped between floors 2 and 3. Eeek! Elevator call box worked only via one-way (we could hear them, they couldn't hear us). Darn cell phone wouldn't work either. After probably about 15-20 minutes (seemed like 60), a maintenance guy opened the door about 2 inches and acknowledged us. He tried to reset the elevator but it didn't work so we had to wait for the fire department to rescue us. Took them awhile but we finally got to climb out of a 2 foot opening between the 3rd floor and top of the elevator. Once out, there was quite the group of cast member's there - maintenance, security and several mangers.
I have to say that I am so pleased how the duty managers handled the situation. They truly made us feel like they cared and were deeply apologetic. They went above and beyond in their "guest recovery" options for us! While I don't want to ever be stuck in an elevator again, it made the situation so much more tolerable.
The one thing that surprised me was during our conversation with the managers, they said other guests were upset that the elevator wasn't working. Can you believe it? How would they have liked being stuck in the elevator for almost an hour instead? Geez - some people! In fact, the managers seemed pleased that we weren't uptight and angry about the whole situation.
Needless to say, I will be mailing a letter to the General Manager so that the resulting actions of that evening are fully recognized as outstanding!
I just thank goodness it wasn't like a real life Tower of Terror. Stuck I could handle calmly - falling would not have been! Oh - and I sure hope they fixed that elevator #LP5!
We got stuck in one of the elevators for about 50 minutes when it abruptly stopped between floors 2 and 3. Eeek! Elevator call box worked only via one-way (we could hear them, they couldn't hear us). Darn cell phone wouldn't work either. After probably about 15-20 minutes (seemed like 60), a maintenance guy opened the door about 2 inches and acknowledged us. He tried to reset the elevator but it didn't work so we had to wait for the fire department to rescue us. Took them awhile but we finally got to climb out of a 2 foot opening between the 3rd floor and top of the elevator. Once out, there was quite the group of cast member's there - maintenance, security and several mangers.
I have to say that I am so pleased how the duty managers handled the situation. They truly made us feel like they cared and were deeply apologetic. They went above and beyond in their "guest recovery" options for us! While I don't want to ever be stuck in an elevator again, it made the situation so much more tolerable.
The one thing that surprised me was during our conversation with the managers, they said other guests were upset that the elevator wasn't working. Can you believe it? How would they have liked being stuck in the elevator for almost an hour instead? Geez - some people! In fact, the managers seemed pleased that we weren't uptight and angry about the whole situation.
Needless to say, I will be mailing a letter to the General Manager so that the resulting actions of that evening are fully recognized as outstanding!
I just thank goodness it wasn't like a real life Tower of Terror. Stuck I could handle calmly - falling would not have been! Oh - and I sure hope they fixed that elevator #LP5!
