This was our first stay at the Greenbrier, we recently took a day trip and did the Bunker Tour (highly recommended). We spent two nights and I don't know if it was because we were there during "off season" with less expensive rates or if it was just us, but the level of service was not what we expected. The resort itself is a site to take in, it is beautiful and decorated very nicely for Christmas. There were poinsettas everywhere and very colorful and festive trees. Our room (Intermediate) was absolutely lovely, very tasteful. The bed was awesome, with a very nice selection of pillows.
The food was incredible, the highlight of our trip. If you have the chance, get the Chicken Parmesean at the Forum, it was the best ever! I recommend making reservations for dining, we didn't know this and had to eat later than ususual. Make sure that you also dine in the main dining room, where the breakfast is great as well. Just keep in mind that this is a 5 star experience and you need to dress appropriately for dining and the casino. We did see some men wearing "borrowed ties" in the main dining room, men also need a jacket as well.
So here's why they didn't get 5 stars for our trip-the service. We were really expecting 5 star service and barely got 3.5 stars. We even had one staff member (waitstaff at lobby bar) that was rude and made fun of my husband, which he saw and made sure that the bartender knew about, but no one really made any big efforts to address the concern. But overall, I would rate the staff as "tired." Everyone just seemed worn out, many were friendly and only one was rude. Another example was a bus driver who told some corny jokes, ok by us, and then proceeded to say that he was just complained on by another guest about telling jokes. When we got out at the front portico, we choose to self-park and asked for directions and the valet sent us in the wrong direction. I purchased some makeup, in which I felt that I was bothering the clerk by asking for some information. We have been to other 5 star resorts and had much better service, cruises and all-inclusives definitely have better service than we experienced.
But a few things that made the trip worthwhile: the hot chocolate (every night we were there, they had hot chocolate and hot cider in the lobby) was to die for, the whipped cream was the best ever; tea time at 4pm daily; and the spa.
Overall, we had a very nice trip, mostly due to the actual building itself and the food. The service did not live up to our expectations, but I can say that this has been checked off of my bucket list. I will likely go on another cruise or all-inclusive for the money spent here.