I was recently stuck in an elevator at... (not a Hilton)... . The maintenance man couldn't get the door open. The elevator people were across town...in rush hour traffic. The local fire department's "elevator guy" had the day off. Every time the manager yelled one of these situations through the door I burst out laughing. They offered to try to axe through the door - umm - no thanks; I'll just wait. And I did - for an hour and a half. By that time, I was teasing them to order in lunch!

Was it a great start to my day? Not so much. But things break. When they asked what they could do, I told them to change my profile to "low floor".

I was in there by myself. If I hadn't been, it would have been much harder. And I would have been upset if I thought they didn't take it seriously. I was actually able to write a letter complimenting the hotel employees - I doubt it was a great start to their day either!

And when I looked to see about that "low profile" thing - I found 20K points. (which is a night in their top tier hotels.....) Completely unexpected..but certainly appreciated.

The manager asked that you follow up - do it - after you decide what you are upset about. It sounds as if it was the maintenance guy more than the elevator being broken.