18/09/2017 Shannon M,
We booked this hotel as Hurricane Irma bearing down on our hometown. The hotel staff was less than friendly upon arrival. During the storms approach the staff threw a drinking party in the lobby wi... more
We booked this hotel as Hurricane Irma bearing down on our hometown. The hotel staff was less than friendly upon arrival. During the storms approach the staff threw a drinking party in the lobby with blaring music. The fact that the management was drinking and created chaotic environment for the guests instead of an orderly/professional atmosphere was very unnerving. During the storm our we realized the window in our room was vibrating only to discover it was loose and not attached to the frame. We asked for assistance and were told that no one could help us. We went back down and inquired again because of tornadoes in the area and they moved us to the second floor. As we were moving into the "new" room, the room across from us opened the door with ankle high water flooding into the hallway. They had no generator and so the floors were pitch black. There was standing water in the stairwells that we all used. The overall situation was handled poorly and made a challenging situation even worse! less
Don H, General Manager at Best Western Plus Sanford Airport/Lake Mary Hotel, responded to this review
I sincerely apologize for the situation you experienced. Management was not drinking on property, one off duty staff member who was staying at the hotel was invited to have a glass of wine with other guests. The hurricane situation is a very unpredictable one. It is very difficult to "prepare" for a power outage. The last hurricane we didn't lose power at all. We did have plenty of flashlights and did the best we could given the situation. We do have a generator which powers emergency lighting only. As for the flooding on the 2nd floor, the amount of rain was too much for the roof outside the room that flooded that it came in through the A/C. We could not control this, we had sand bags trying to prevent to no avail.
Again, I apologize for your experience.