The Latham's got here just in time for Saturday's Parade of Lights. Their daughter Elani needed to go to bathroom.
They hoped to find one in the parking garage nearby. But their quick trip turned into a story they'll never forget.
"There was just a sheer look of panic on her face like nothing I'd ever seen," said Ashley Latham
It's hard to imagine her daughter's smiling face looking so frantic, but picture how you'd feel trapped inside a packed elevator with nature calling.
"Weren't sure what happened but I knew immediately that it probably wasn't good," she said.
No one had reception on their phones. After about ten minutes, the group hit the call button thinking the problem would be over soon.
"I was trying to stay calm for her but on the inside I was freaking out."
Meanwhile, Latham's husband Joe searched for his missing family.
"Ran up and down the sidewalks, around the block, everywhere I could think to go," he said. "It's a very strange feeling. I thought I lost my wife and child. I didn't think I'd see them again."
An indicator light told maintenance crews the people were trapped on the sixth floor. But it turned out to be wrong.
"They were trying to release them from the 6th floor, realized that's not where they were, and then because it was taking so long made the decision to call the fire department," said Kris Koester of the city's Public Works Department.
The Latham's and five others were on the elevator for nearly two hours before being freed. The city says it should have only taken about 15 minutes, which is why it changed how to handle break downs so this doesn't happen again.
"That's our first concern is to get the people out and worry about the repairs at a later time, but we don't want anyone to be stuck again like what occurred over the weekend," said Koester.
"That's fantastic because no one should have to go through that," said Joe.
The city says it will now call the fire department if people aren't freed within 15 minutes.
The broken elevator had problems with its magnets. New parts were ordered and the elevator next to it, just to make sure it doesn't fail either.