It was late afternoon when I come back to the hotel. I felt tired from long day of walking around new city. My room was on third floor, and I just want to relax. I push button for elevator. The door slide open, and I step inside. Before door can close, another person come rushing, a woman, and she block it with her arm, then step in too. She had many things in her hands, a big purse, and a small shopping bag from gift shop. She stand very close to me. Is okay, elevator is small, I think. I just want to go up.
Then she look at me. Her expression was not friendly. She was already upset for some reason. She begin to speak before I can even press my floor number. Her voice was loud. “Finally! I was waiting a long time for help! Where were you? I need to find the specific item. You must help me find it now.”
My muscles tense. I was not sure why she talk to me this way. I look at my clothes. I wore a simple casual shirt and trousers, normal clothes for guest. No uniform. Nothing that make me look like employee. I shake my head a little. “I am sorry,” I say. My voice was quiet, because I was confused. “I do not work here. I am a guest, just like you.”
Her face go dark. She make a noise, like a snort. “Do not give me that nonsense! Is not funny! Of course you work here! Why else you stand in this elevator near the lobby? You have that look. All the staff have that look, like you do not want to help anyone.” Her eyes narrowed. “Stop play games with me. My patience is already gone. Just tell me where is the gift shop, the one that sell the fancy coffee mugs. I look everywhere, and nobody is helping. You should have helped me already. This is poor service. I need to buy one right now.”
My confusion turn to a heavy feeling in my chest. I feel my heart beat faster. “Madam, truly, I do not work here,” I insist again. “I do not know where the gift shop you speak of is located. I just arrive back from outside. I am a visitor here. Maybe you should ask the front desk staff, they can help you.” I point with my head in the direction of the front desk, which was visible through the glass panels of the elevator. The doors were still open, waiting for someone to press a button.
She did not look at the front desk. She look only at me. Her voice get even louder. “Do you think I am stupid? I know when someone work here! You just lazy! You just do not want to do your job! This is unacceptable! I am a paying customer, and I expect good service! I need that mug. My sister want one for her birthday and if I do not get it, she will be very upset. You will make my sister upset if you do not help me!”
A throbbing begin behind my eyes. I felt a surge of incredible anger start to bubble inside me. This was ridiculous. I did not need this after a long day. I did not want this argument. I just want to reach my room. I try to step back, to create a little distance between us in the small space. “Please, I already tell you, I cannot help. I do not know. I am sorry, but I really must go. I need to go to my room now.” I reach for the third-floor button on the panel, my finger trembling a little.
But before I can press it, her hand shoot out. It was fast. She slap my hand away from the buttons. Her eyes were wide with fury now. “Do NOT touch those buttons! You are not going anywhere until you help me! This is your job! You are trying to escape your responsibilities! I see what you are doing! This hotel has terrible staff. You are just another example of rude service. This is completely unacceptable. You think you can just ignore a customer who needs help? No, you do not!”
I felt a hot flush spread across my face. My breathing become shallow. I was not expecting physical contact. This was too much. This was crossing a line. I look at her, my mouth open slightly, unable to believe what was happening. My mind felt fuzzy with shock and rage. I did not know what to say anymore. I just wanted to leave this situation. I made a move toward the elevator doors, thinking I could just step out and take the stairs, or find another elevator, or ask for help from real staff.
But she was quick. She block my way with her body. Her arms spread out a little. “Oh no you do not! You are not going to run away from me! You are going to help me find that gift shop, or you are going to be in very big trouble! I will make sure you are fired! I will tell your manager what a terrible employee you are! What is your name? Tell me your name right now so I can report you! I will have your job! You think you can treat a guest like this? I will make sure you lose your job! You will regret this day!”
My vision began to narrow around the edges. A cold dread mix with the heat of my anger. This person was completely unreasonable. There was no talking to her. My instinct was to just get away, but she was blocking me. My head started to pound, a dull, heavy throb. I needed to escape. My voice come out a little shaky. “I am not employee! You cannot fire me! I am a guest! Just let me go!” My hands started to clench at my sides. I was getting scared now, but also so, so mad. This was crazy. Is just crazy!
“Don’t you lie to me! I know a hotel employee when I see one! You are so disrespectful! You should be ashamed! I pay good money to stay here, and this is the service I get? No! This is not right! You are going to help me, or I will stand here all day and shout about how terrible you are to every person who come into this lobby! I will cause a scene you never forget! You think you can just refuse to do your job? I will make sure everyone knows what kind of person you are!”
Her voice echoed in the small elevator, drawing the attention of a few people in the lobby who were starting to look our way. I felt a wave of embarrassment wash over me, even though I knew I was doing nothing wrong. This was awful. I did not want to be a spectacle. My chest felt tight. I felt like I was going to explode or cry, or both. I could not stand this a moment longer. I had to do something. My eyes dart around, looking for any actual hotel staff, any security, anyone to help me. I try to make my voice louder, more firm. “I will call security! You are harassing me! I do not work here!”
When I said “security,” her eyes flicker. For the first time, she look past me, out into the lobby, as if she was checking if anyone heard me. Her face, which was red with anger, seem to lose a little of its color. Her body posture, which was so defiant, seem to shrink just a tiny bit. The loud, angry words she was about to say next catch in her throat. She look around for one more moment, her gaze landing on one of the actual hotel employees, who was now starting to walk towards the elevator, attracted by the raised voices. A look of sudden panic crossed her face. Without another word, without even a glance back at me, she quickly stepped out of the elevator. She practically ran across the lobby, through the main doors, and disappeared onto the street. She just fled. The doors of the elevator finally closed, leaving me alone, shaking, and still incredibly angry, my heart pounding like a drum.
