When we arrived at the legendary Greenbrier Hotel in West Virginia, we did not expect to be stranded there a day later, as the worst flooding in decades engulfed the region, killing at least 26 people and leading to the cancellation of the PGA Tour. The hotel flooded and lost power. Yet the staff kept the stately hotel running. The Greenbrier hotel staff amazed me with their true hospitality and grace under pressure.
We checked in at the elegant Greenbrier Hotel on a Wednesday. The next day, 10 inches of rain pounded West Virginia. Flash floods uprooted huge trees, closed roads and train tracks, downed power lines, and swallowed cars. It was the worst flooding in decades in West Virginia. At least 26 people died and the high water washed out scores of roads and bridges and knocked out power to tens of thousands of people. Floods even caused several houses to float into the swollen river and crash into bridges. President Obama declared it a major disaster for the area.
West Virginia Devastated by Flood
The West Virginia counties that are home to most of the Greenbrier staff were devastated by flood damage. Staff members were at work on Thursday when many learned their homes were flooded, or their family members stranded, or their cars damaged or swept away by floods. While getting (or anxiously waiting for) news about their own families and homes, the Greenbrier Hotel staff continued to take care of hotel guests.
Greenbrier Staff Shines in the Disaster
Parts of the Greenbrier Hotel flooded – the casino, spa, pool, bowling alley. The entire hotel lost power for 20+ hours, starting Thursday. Yet the staff kept the hotel running, with approximately 1,000 guests, and no power.
Staff spent Thursday night at the hotel. They distributed flashlights to adults and, to make it less scary, handed out glow sticks to kids. They offered free sandwiches, salads, and ice cream. Despite suffering flood damage to their homes and cars, the resilient Greenbrier staff prepared and served meals, kept some stores in the hotel open, and helped guests make arrangements to leave.
One waiter cheered up guests who were sitting on the floor, charging their phones in one of the few working outlets, by delivering a dinner order to their spot in the hallway. Staff musicians serenaded the hotel guests gathered in the one hallway with electricity by singing – what else – “Country Roads” (Almost Heaven, West Virginia).
A guide who gives tours at the Greenbrier spent Thursday night at the hotel and offered tours the following day to distract guests stranded in the power-less hotel.
On Saturday, the Greenbrier Hotel closed to begin repairs and guests left however they could. President Obama declared several West Virginia counties to be national disaster areas. Because of extensive flood damage to the golf course, the Greenbrier and the PGA cancelled the golf tournament scheduled for July 2016. Throughout, the Greenbrier staff treated hotel guests with courtesy and kindness.
The Greenbrier staff’s ability to remain calm and smiling despite the chaos in many of their own lives and outside the hotel felt like genuine hospitality and an inspiring example of grace under pressure.
Read our tips for handling a travel emergency.
Have you ever experienced a weather emergency in a hotel? Tell us about it in the comments.
Vicki shannon says
Thank you, Sarah Ricks, for providing insight and coverage about the flooding in WV and how gallantly the Greenbrier management and staff stepped up during this time of crisis. I am a relocated native West Virginian, but still visit family and friends there often. The selfless response of the staff uniting to make guests comfortable is to be commended. It is nice that you are giving them recognition. I am not surprised one bit…..this is how West Virginia rolls.
Sarah Ricks, Philadelphia SheBuysTravel says
You’re absolutely right – the reaction of the hotel and staff to the flooding crisis was both gallant and selfless. Whether they were from West Virginia, Slovakia, Philippines, Indonesia, or Haiti, the staff took pride in their work and shared the gracious Greenbrier spirit. Thank you so much for commenting.
Dottie says
The staff at the Greenbrier makes the experience one of a kind. It is no surprise they catered to their guests to make the unfortunate situation as comfortable as possible. Once you walk through the doors at the Greenbrier you become a part of their family. Our plans are canceled, but we will continue to visit our Greenbrier family for summers to come.
Sarah Ricks, Philadelphia SheBuysTravel says
Dottie, this trip was my first experience at the Greenbrier. It is so interesting that you are not surprised by the staff’s extraordinary reaction to the flood emergency. My sense from the many heartfelt comments to this post is that you and other former guests and staff have a great deal of admiration and affection for the resort, which is also extraordinary. Thank you for commenting.
Manjulika Pramod says
I am glad I read this. I must say it was inspiring to read about the staff at Greenbrier. Its so wonderful that they kept looking after the guests even when things were not right at their place. I really did not know how the hospitality staff reacts in such moments but after reading this I am absolutely impressed. Hope, the staff members sorted everything at their own houses too. Kudos for their commitment to their guests.
Sarah Ricks, Philadelphia SheBuysTravel says
I agree, absolutely impressed. I hope staff members have had a chance to dig out, clean up, and start repairing damage to their own homes now.
Joseph Mendel says
I used to be the woodworking artist at The Greenbrier’s Arts Colony until four years ago. I knew my friends in the hotel and the rest of the resort would rise higher than the flood waters of the storm to accommodate the needs of the guests. Mr. Justice will make sure that the resort will come back bigger and better than before, the competent and caring staff will remain it’s steady level of excellence. Best to my fellows artists in The Colony and all friends on the staff that I know throughout various areas on the resort.
Sarah Ricks, Philadelphia SheBuysTravel says
What an eloquent summary of the Greenbrier response to the flood disaster: “I knew my friends in the hotel would rise higher than the flood waters to accommodate the needs of the guests.” I hope to return to West Virginia, learn more about the Arts Colony, and learn more about West Virginia arts culture. Thank you for commenting.
Mrs. Derro says
My daughter and I stayed for four days attending a wedding at Greenbrier and left just three days before the horrible disaster. While there we found every single staff member so very, very kind, friendly, and thoughtful.
We were treated with the upmost gracious hospitality as though we were royality.
When I heard about the flooding, the cancellation of the PGA, the lost of power, and all the damage that it caused the hotel I was left completely speechless!! Yet, even through all that, the hotel and their staff didn’t think of themselves, but helped others by donating food to the flood victims, and even opening their doors to the homeless caused by the disaster, and still continued serving their guests with the same courtesy as before. THE GREENBRIER HOTEL AND ALL THE PEOPLE OF WEST VIRIGINA IS DEFINITELY A LITTLE BIT OF HEAVEN.
I have nothing but the greatest gratitude and appreciation for knowing those at Greenbrier. My prayers are with all of West Virgina!!
Sarah Ricks, Philadelphia SheBuysTravel says
Completely agree with you. I share your gratitude and appreciation for the remarkable Greenbrier staff, who demonstrate the true meaning of hospitality. Hoping West Virginia gets a dry spell and time to regroup, recover, and rebuild.
Jennifer Browning says
I believe the gentleman in the photo saving fish is Hal Green. He is a wonderful man who frequents the Greenbrier with his wife Sandy Green. They love the Greenbrier
Sarah Ricks, Philadelphia SheBuysTravel says
Yes, you’re absolutely right. That kind man fishing at the 18th hole is Hal Green. His wife Sandy wrote this comment, below: “That is my husband Hal Green assisting your adorable niece . She was so adorable jumping right in to save as many fish as she could. I hope you made it to your next destination safely. Sandy Green” What a big heart he has!
FranCes says
This article made me cry. It’s exactly what all of us tried to do. Hospitality is what we do. Grandma taught us that it i was born and raised in Greenbrier County. My best friend has worked there for 20+ years. The following is her eesponse after she read your kind post: is just good manners! It really meant the world to me to know that someone really noticed we tried to make a bad situation as best we could. It’s been along week and helping others is what is keeping our whole county and community going. Thanks for sharing the article. You made my night. ???
Sarah Ricks, Philadelphia SheBuysTravel says
Thank you for your heartfelt comments and for sharing this post with your friend on the Greenbrier staff. I am so glad she knows how much guests appreciated the energy and effort she and her colleagues devoted to making a bad situation better. Whether they were from West Virginia, Slovakia, Philippines, Indonesia, or Haiti, it was clear the staff I met took pride in their work and shared the gracious, courteous, can-do Greenbrier spirit. Thank you so much for commenting.
Michelle says
This IS West by God Virginia!!!! Our people are some of the kindest, selfless, giving people in the US. We aren’t inbred, addicts than care for no one as often portrayed. Every disaster that comes our way is handled with what little dignity is left sometimes and grace. We help those that we have never met the same as we help our mothers, fathers, sisters and brothers. The power outages from the summer of 2012 where out-of-town motorist were stuck because very few gas stations could sell gas is a perfect example of who we are!
Proud to have been born, raised and still living here going on 50yrs!
Sarah Ricks, Philadelphia SheBuysTravel says
Thank you so much for commenting. I think you’re right, the dignified and gracious staff took pride in their work and shared that selfless, courteous Greenbrier spirit, whether they were from West Virginia, Philippines, Indonesia, Slovakia, or Haiti. I’m eager to return to West Virginia to explore more of your beautiful state. And glad to see today’s news that Jennifer Garner is visiting her home West Virginia, to help bring more public attention to the devastation caused by the floods, and hopefully help get more needed aid on the way.
Sherry says
Bring from WV, the flooding just absolutely breaks my heart. I would expect nothing less than what you are providing people, that’s how WV does it.
Sarah Ricks, Philadelphia SheBuysTravel says
I agree, the flooding is devastating, and I am so glad many counties have been declared national disaster areas, so they can get the relief they need. Whether they were from West Virginia, Slovakia, Philippines, Indonesia, or Haiti, the staff I met shared the caring and courteous spirit of the Greenbrier.
Paige Conner Totaro says
Thanks for sharing this, Sarah. It’s hard to comprehend the devastation without seeing the pictures and hearing the personal stories from the front lines. So impressive to see the staff giving a great example of keeping calm in the face of chaos.
Sarah Ricks, Philadelphia SheBuysTravel says
The staff set the example for the guests, I think. We tried to emulate their example, show kindness to each other. I’m hoping now that parts of West Virginia have been declared a national disaster area, more of the help needed is on the way. Thanks for commenting.
Spencer Ford says
The Greenbrier is an incredible place. I interviewed there and spent a day working in their kitchen many years ago. It does not surprise me at all about their service even during a time of crisis.
Sarah Ricks, Philadelphia SheBuysTravel says
Wow, high praise, from someone who has been on the other side. I think the courtesy of the staff encouraged all of the guests to be more gentle and helpful to one another than we might have otherwise. Over the time with no or limited power, guests offered us rides over the grounds, shared outlets and chargers to charge phones, invited strangers to eat dinner together, offered working phones to help each other make travel plans. The staff set the example. We followed. Thanks for commenting.
Becky Hoke Sheffield says
The way the staff of the Greenbrier handled this disaster is of no surprise to me. They are and always have been, a class act. My father worked for the Greenbrier back in the late 30’s and early 40’s and he taught us to love it just like he did. We lived in Atlanta, but visited the Greenbrier every summer, if nothing else, but to drive through and marvel at the beauty of the hotel and grounds. We loved the little doll house gift shop and the gazebo.
The love and support Jim Justice has given to his staff and the other residents of White Sulphur Springs is truly the act of kindness they all need right now. He is an amazing man and a true believer of “love thy neighbor as thyself”.
Kudos to all the staff. Amazing people……West Virginians!!! Almost heaven.
Sarah Ricks, Philadelphia SheBuysTravel says
So interesting that your father worked there, loved the grand old hotel, and passed that love along to his kids. My sense is that today’s staff, just like your father, take enormous pride in both the work they do and the beauty of their workplace. Whether they were from West Virginia, Slovakia, Philippines, Indonesia, or Haiti, all the staff I met shared that same Greenbrier gracious and courteous spirit. Thank you so much for commenting.
Annika says
What a disaster – the pictures are shocking. But then again how wonderful how they all came together to help out – that seems more than a work place but a community and a home!
Sarah Ricks, Philadelphia SheBuysTravel says
I agree, it is a disaster – and more rain this week. While the staff is international – we met staff from Slovakia, Phillippines, Indonesia, Haiti – they all live in the region. So each staff member was personally affected by the flooding. An extraordinary thing to me was that they were the flood victims, yet they were tending to hotel guests before they may have had a chance to tend to family, friends and neighbors. My fingers are crossed that West Virginia gets dry weather to make progress on the extensive clean up.
Sandy Green says
You are so right. That is my husband Hal Green assisting your adorable niece . She was so adorable jumping right in to save as many fish as she could. I hope you made it to your next destination safely. Sandy Green
Sarah Ricks, Philadelphia SheBuysTravel says
So happy you and your husband Hal Green saw this! Teaming up with your husband to save fish on the golf course was a highlight of our trip, to at least feel we were doing something positive to help the terrible situation. Plus, it was hilarious. I told the funny story to many Greenbrier staff, and it was good to see them laugh amid so much wreck and ruin. Your husband has a huge heart. You are a lucky woman.
Catie says
Thank you for the Beautiful article about all the staff at the Greenbrier Hotel.we take such pride in being of service and as most of the doors we come out of into Guest space say “we are Ladies and Gentleman serving Ladies and Gentleman ” you so eloquently put the philosophy we live and serve by into this article.thank you again
Sarah Ricks, Philadelphia SheBuysTravel says
Are you a staff member at the hotel? You were definitely all living that slogan. I know each staff member was directly affected by the flooding in some way, great or small, and hope you’ve been able to get home to tend to family, friends and neighbors. Thank you for commenting.
Catie says
yes I am very proud to say I am and again thank you
Sarah Ricks, Philadelphia SheBuysTravel says
Catie, thank you so much for commenting. I hope you will share this Valentine of gratitude with your fellow members of the Greenbrier staff, a small token of appreciation during a devastating time in West Virginia.
Shirley says
Having lived in West Virginia and dined at The Greenbrier often, I am not at all surprised! West Virginians are thoughtful, kind, caring individuals. We moved there when our two children were young and even though we have moved elsewhere, we all consider West Virginia home! We hold you in our prayers.
Sarah Ricks, Philadelphia SheBuysTravel says
I can understand your attachment to the beautiful state of West Virginia, even though you have moved away. I am eager to return to explore it more. As to the staff, whether they were from West Virginia, Slovakia, Philippines, Indonesia, or Haiti, all the staff shared that same thoughtful and courteous Greenbrier spirit. I am hoping the state gets some dry weather to help the long process of repair and recovery. Thank you so much for commenting.
Michelle dunBar says
I hope you also follow up with what the Greenbrier has done since you have left. Donating food to flood victims, administering crucial tetanus shots, and recently opened up for those made homeless by this disaster! Still no power or hot water, not able to give guests the full experience …. but, if you need a roof and a bed one is there. Class act indeed!
Sarah Ricks, Philadelphia SheBuysTravel says
Yes, I have seen that, almost immediately after closing the hotel to guests, the hotel re-opened – still without hot water – as a shelter for some left homeless by the flooding. I’ve also been following the news out of West Virginia, and that there were flash flood warnings again today, but that there will be dry weather the rest of the week, thank goodness.
Larry says
Thank you for the kind words. In a disaster like this even staying at a facility like The Greenbrier can be a bit trying. FYI, Jim Justice has taken the time to tour White Sulphur Springs and personally meet residents affected by the disaster. Asking each one if they needed a room, shower, etc. We truly are WV Proud and we will recover. Thanks once again for the kind works.
Sarah Ricks, Philadelphia SheBuysTravel says
I have been following news on the flooding, and was so sorry to see more rain today, but dry weather for the rest of the week. Since each staff member was directly affected by the flooding, I was glad to be able to get out of their hair on Saturday so they could get home to check on their own homes and the well being of family, friends and neighbors.
Paul eisenberg says
Thank you for this reminder, Sarah, that there are many in the hospitality industry like the Greenbrier staff who will go to extraordinary lengths to put guests first. Great report.
Sarah Ricks, Philadelphia SheBuysTravel says
Agreed!It was humbling to realize that the staff were the flood victims, but they were taking time to make sure we had croissants and grapefruit juice for breakfast, in a hotel without power. Hoping that West Virginia is now getting the help the flood victims need, now that parts have been declared a national disaster area.
Christine Tibbetts, Cultural Heritage TMOM says
Equally impressive hotel staff for my in Cancun, Mexico’s Yucatan Peninsula, perhaps 10 years ago when a hurricane struck. Balancing care and concern for their own families and homes this staff just like yours at the Greenbrier demonstrated true hospitality and concern.
Sarah Ricks, Philadelphia SheBuysTravel says
It is amazing that people undergoing such stress in their own lives can have the patience and courtesy to also go above and beyond at work. I think the Greenbrier staff’s approach influenced guests to be kind and friendly to one another too, in little ways, like inviting someone to share a free outlet to charge a phone or offering a phone to use when only some cell phones were working.
Anne Eva says
Oh the poor people of West Virginua. The flooding was a disaster of epic proportions with over 30 dead and many left homeless
Sarah Ricks, Philadelphia SheBuysTravel says
I’m glad President Obama declared a national disaster & hope that will help some of the flooding victims get the relief they need, and get others at least temporary shelter. It’s hard to fathom the financial cost of such extensive damage, much less the human cost.
Nick netchvolodoff says
You are a trooper. Thanks for the perspective of a traveler during an emergency.
Sarah Ricks, Philadelphia SheBuysTravel says
Thank you, but even without electricity, staying the gorgeous Greenbrier is not exactly roughing it. I’m hoping the staff are able to stay away and find time to clean up their own homes and repair damage to their own lives, before they are back at work. Parts of West Virginia is just devastated.