The accident occurred after ten people piled into the elevator – which has a maximum capacity of six – on the tenth floor. Seven of the guests required medical attention, having suffered neck injuries and first-grade sprains of the knees, ankles or spine.Federal police officers on duty for the Parapan American Games were first to arrive on the scene, but the hotel staff did not allow them to enter while the injured remained in the lobby. Only when Zapopan municipal officials arrived were they permitted access to ferry the injured to an first-aid station.
After the accident, municipal inspectors ordered the closure of two other elevators in the hotel, which is located at the intersection of Mariano Otero and Lopez Mateos. Just one elevator remains in operation, with permanent supervisors to ensure that a maximum of just three guests are on board at a time.