When a “slip-out” road closure stranded thousands, Big Sur Lodge stepped up
On Saturday, March 30, a “slip-out” caused a massive hole in the northern section of Highway 1—the only way in and out of Big Sur. Heavy rains in 2023 shut down the southern route to the state park over a year ago, and it has not been reopened yet.
Mary Moore, Location Manager at Big Sur Lodge, was the first to sound the alarm. She discovered the breach when driving to work that afternoon, nearly wrecking her own car. Fortunately, Mary was fine. She made a U-turn and headed home after notifying the lodge and emergency services. The road was closed promptly, stranding everyone already in the park.
It was a busy Easter weekend, with resorts and lodges fully booked and an estimated 2,000 day-trippers. Matthew Wilkins, General Manager at Big Sur Lodge, quickly realized the enormity of the situation and took action.
We sat down with Matt to ask him about the experience.
What did you do when you realized the only road in and out of the park was not closed?
“We knew there were a lot of people in the park that weekend. We figured all available lodging was booked just as we were, and that there would be a significant number of people with no place to go. People would need bathrooms, water, snacks, a way to charge cell phones, and a source of communication to know what was happening.”
“So, we opened up our conference room and prepared to help. We even coordinated setting up a Red Cross trailer. By the time we started getting calls from Monterrey County of Emergency Management and the State Park asking us to set up a disaster relief center, we were already set up and ready to go. Very soon the word was out, and everyone started sending people to Big Sur Lodge,” says Matt.
What was the mood like? How did staff handle the sudden influx of people?
“At first, park visitors didn’t really grasp the gravity of the situation. But once they realized there was no way out and no idea of when they’d be able to leave, the anxiety level definitely increased.”
“I’m very proud of our team’s response. Everyone just pitched in wherever needed. They stayed positive, kept their sense of humor, and took a “we’re in this together” approach. Their helpful, good-natured demeanor helped calm the worries and frustrations of a very upsetting situation.”
How long were people stranded?
“Fortunately, just shy of 24 hours. We had people sleeping on the floor in the conference room, in the lobby, and on tables in the restaurant. But the next morning plans were formulated to start getting them out of the park.”
“At first, the plan was to walk people out, but emergency services were able to assess the road’s stability and determined the northbound lane was safe for one vehicle to cross at a time. They took people out in convoys, one at noon followed by another at 4:00. In 24 hours we went from chaos to a ghost town.”
What did you learn from the experience?
“I learned what an amazing team we have at Big Sur Lodge. Everyone pitched in without complaint, helping with whatever task was needed, whether it was their job or not. I’m so proud of our entire team, and would like to call out a few for their efforts.”
“Brandy Frederich and Mary served as our “eyes in the sky”, keeping us posted with updates and providing guidance on communication and next steps. Housekeeping Manager Veronica Bustamante made sure all our guests were well taken care of. Housekeeper Gloria Hernandez assisted Veronica throughout. Night Porter Garrett MacAbee kept both fireplaces going all night, distributing board games and bottled water. Paul Amend, Sales & Marketing Manager, and also our resident member of the Big Sur Volunteer Fire Brigade, was everywhere at once for 24 hours. Maintenance Tech Jacob Workman stayed the night with the folks in the conference room and made sure everyone was safe.”
“Front Desk Supervisor David Eaks stood at the front through the whole emergency and dealt with everyone kindly and fairly, navigating a rapidly changing arrival list, maintaining a waitlist, and getting who he could into rooms. Safety Coordinator Leah Sheppard provided relief at the front, taking more than her share of phone calls, and staying collected and focused, and did anything I asked. Rebecca “Mackenzie” Scott, our groundskeeper, server Megan Jens (first day!), and cafe attendant Jackson Kownacki stood against an unrelenting wave of people in the restaurant as they and Chef Earl Morgan made sure everyone was fed. Rewa Givens held retail down, supplying folks with bottled water and snacks.”
“I’m sure there were other unsung heroes that night. You can all be proud of your efforts.”
Thank you to the entire Big Sur Lodge team for your crisis response!
Update: Thankfully, 24-hour access to Big Sur has recently opened again from the north. We’re excited to gear up again and work towards having a great summer season.