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“Open Letter to Mr. Justice re 9-14 Visit” 4 of 5 stars
Review of The Greenbrier

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The Greenbrier
5.0 of 5 Resort   |   300 W Main St, White Sulphur Springs, WV 24986   |  
Hotel amenities
Pinehurst
Top Contributor
132 reviews 132 reviews
57 hotel reviews
Reviews in 62 cities Reviews in 62 cities
118 helpful votes 118 helpful votes
“Open Letter to Mr. Justice re 9-14 Visit”
4 of 5 stars Reviewed September 16, 2013

Five Ways To Alienate a Greenbrier 21+ Year Patron and 10-time+ Couples Visit (not corporate/convention) -- All With Upgraded Golf and/or Spa Treatments

1. Fail to cordially recognize and thank a multiple time guest;

2. Instruct Front Desk (Shelly?) to ignore upgrade privileges with your corporate partners and say the hotel is full and upgrades are not available because the hotel is completely full;

3. Fail to have Front Desk to check with reservations office and its own website, both of whom indicate the hotel has availability in every single room/suite category;

4. Have Manager on Duty (Jack Olshen?) repeat #2 and #3 when supporting Front Desk clerk; and,

5. Have Manager on Duty say both the reservation office and website always show availability and that the Greenbrier regularly overbooks its rooms, despite requiring one nights deposits fully paid and a 72 hour cancellation policy, all for a hotel that is at least 3.5 hour drive, or flight, from major metropolitan areas.

Nevertheless, despite this years AAA downgrading of Greenbrier to only 4 diamonds from its 36 year history of having a 5 diamond rating, we still enjoyed our stay and the staff, surroundings and ambience.....all of which are truly unique.

However, this visit would have been more enjoyable if we had had a bathmat, shower cap, wash towels and various other room amenities (which we had to call to correct), if the mattress had been replaced within a reasonable cycle, or, the air conditioner didn't remind one of a diesel truck entering your room each time it cycled on/off.

You have now lost BOTH your Mobil 5 Star and AAA 5 Diamond ratings. To many of us, these ratings do matter and objectively indicate levels of service and value.

We may visit again, however, we have growing concern about the longevity of your 710 room hotel if past quality and guest appreciation continue to evaporate.

  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Vice President of Guest Relations at The Greenbrier, responded to this review, October 16, 2013
Thank you for your letter. I believe we have resolved all of your concerns to your satisfaction. Thank you again for your feedback.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (354)
Date | Rating
  • English first
  • Portuguese first
  • Any
English first
Rockford, Illinois
Top Contributor
73 reviews 73 reviews
6 hotel reviews
Reviews in 27 cities Reviews in 27 cities
31 helpful votes 31 helpful votes
4 of 5 stars Reviewed September 16, 2013

I know the reputation. The hotel and its amenities lived up to it, but I just can't get over paying $4 for iced tea in the middle of nowhere. The casino personnel were great, but the rule of "jackets for gentlemen after 7PM" did not deter boisterous guests from whoopin' and hollerin' at a $10 table.
The golf courses were a disappointment in view of the greens fees. Practice area and the Greenbrier course in particular were way too soggy nothwithstanding a lack of rain.
Been there, done that. Won't return.

  • Stayed August 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Vice President of Guest Relations at The Greenbrier, responded to this review, October 18, 2013
Thank you for taking the time to complete a review. The fact that you might not return to The Greenbrier is of course disappointing to read. The Greenbrier always strives to establish the benchmark in service and southern hospitality and, as such, we welcome any opportunity to improve the comfort and satisfaction of our guests. We appreciate your candor regarding our shortcomings. It appears from your review that you enjoyed some aspects of your stay, but you did not feel the value of your stay was equal to the price of your stay. We are working to improve in this regard either by increasing the perceived value or quality of a product or service or reducing the price so that our guests feel the appropriate value for the price paid. I am sure you will find this the case should you visit us again. We were honored to serve you and hope to have that honor again.
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Charlottesville, Virginia
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed September 16, 2013

Get ready to step back into time! The physical property is utterly amazing and the service is also of another time! Everyone from the guard house attendent to the room service order taker was delightful. I can't say enough about this property and hope to have the opportunity to return. If you are looking for a unique and wonderful weekend getaway or an entire week with enough activities to keep everyone busy and happy, the Greenbrier is the place!

Room Tip: I stayed on the 4th floor in a Superior room- beautiful views and nice and quiet.
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  • Stayed September 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Manager at The Greenbrier, responded to this review, October 1, 2013
Thank you for letting us know about your recent stay at The Greenbrier! We take great pride in our exceptional staff, and it is wonderful to read that they were able to make your visit so delightful. We hope that you have the opportunity to return to America's Resort!
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Atlanta, Georgia
1 review
5 of 5 stars Reviewed September 15, 2013

Wonderful!! Had a marvelous time. Great staff and so much variety in activities. Golf great!
Decor was different but from what I understand classic to the Greenbrier and grew on us. The deluxe rooms were updated and very nice. Will definately be back!!

  • Stayed September 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Manager at The Greenbrier, responded to this review, October 1, 2013
We are so happy to hear that you had such a marvelous time during your visit! Thank you for pointing out that The Greenbrier features Dorothy Draper's legendary style of vibrant colors, floral patterns and bold contrasts throughout the property. We look forward to seeing you out on our championship golf courses during your next visit!
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Weston, West Virginia
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed September 15, 2013

This was perhaps a case of reality not living up to reputation, but I was very disappointed. We didn't stay in one of the higher priced rooms, but one would expect near perfection for the price. The decor was generally, in a word, tacky. Multiple patterns of flowers in garish greens and pinks, green carpet and sky blue walls, cheap bright BRIGHT green sofa (with stains), cheap bright BRIGHT red chair and ottoman (with worn spots), and a pair of flimsy mini-wingback chairs. The bed, while comfortable, was too soft for my taste and small for the price of the room. One wall was sky blue and white striped wall paper with reminded me of an ice cream parlor. But overall, the two rooms reminded me of a matronly spinster's sitting room from days gone by. The halls were dark and the walls very badly needed either plastered or drywalled; it was easy to tell that something was being covered up.
The restaurant where we dined, The Fusion, was very good. The casino was clean and enjoyable, but nothing compared to Las Vegas-style.
The employees were superb. Very pleasant and seem genuinely glad to see us. However, when we ordered room service at night for two glasses of wine, it took an hour and another call to room service to find out where our drinks were. When they arrived they were very warm.
I'm not a golfer and have no idea toward that aspect of the resort. But if the greens are anything like the grounds, they're beautiful and well maintained.
The shops, surprisingly, are very reasonably priced and very much in line with mall prices, perhaps a bit less. The shop selection is impressive and very tasteful.
I was very disappointed that the dress code, even if strongly urged, was widely ignored. We dressed for dinner and felt way over dressed. Golf shoes leaving trails of sod, tennis shoes, blue jeans -- about what you'd find in a HoJo.
Overall it was okay, but definitely not worth the price by a long shot. A return trip is out of the question. At least we can say "We stayed at the Greenbrier"

Room Tip: You get what you pay for. If you want a superior room, prepare to pay a nightly price with a comma...
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  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Vice President of Guest Relations at The Greenbrier, responded to this review, October 18, 2013
Thank you for taking the time to write a review of your recent visit. Your kind words for our staff members are greatly appreciated; we believe they are our greatest asset. We could accomplish nothing without the dedication of over 1800 team members. Of course, there is no excuse that we can offer for the lapses in service that you experienced, but we assure you that is not how The Greenbrier has built a 235 year reputation of providing world class service. Thank you for the pictures that you posted. The Greenbrier has over 700 rooms, but each is so unique that we were able to identify the exact room you occupied during your stay. Although the Dorothy Draper style and décor will always remain, we do have our own upholstery team here on property and the furniture you mentioned has been recovered in new fabrics. We apologize that it was not corrected before your visit. We would be honored to have you as our guests again, should your travels bring you back to West Virginia.
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Dix Hills, New York
Senior Contributor
22 reviews 22 reviews
16 hotel reviews
Reviews in 18 cities Reviews in 18 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed September 14, 2013

We went to the Greenbrier because of the golf. But the entire resort is a treat. There is everything you could imagine available to you...Bowling, Spa (my personal favorite!), Tennis, Hiking, the list goes on......... It is rather high priced but we knew that going into it and found it worth it. The staff is truly at your beck and call......no request goes unanswered. Our one disappointment was the Prime 44 West Restaurant. It looked like the nicest restaurant so we made reservations for each of the three nights we were there. We chose to eat at the bar and the service was amazing (Thank you, Charlotte!) but the food was less than stellar and for the prices charged, should have been up to par. I would think that with a few improvements in the dining areas, the Greenbrier would be a five star resort...no question!!

Room Tip: We stayed in the main building which was convenient to restaurants, golf and outdoor pool.
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  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Manager at The Greenbrier, responded to this review, September 30, 2013
Thank you for writing a review on your recent stay at America's Resort. We are happy to hear that you enjoyed so many of our 55+ activities during your stay. We appreciate your feedback regarding your dining experience and have passed along your comments to our culinary team. We look forward to welcoming you back to The Greenbrier on your next visit!
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Nashville, Tennessee
Senior Reviewer
9 reviews 9 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed September 13, 2013

The spouse and I stayed at the Greenbrier in August, 2013, as the third leg of a 12-day vacation, culminating at the Greenbrier as a combination of vacation/convention. We were underwhelmed and have no plans to return.

I won't even comment on the decor, as that is a matter of taste. (we thought it rather garish, but I digress...) The room itself and closet were spacious and well appointed. The mattress on our bed, however, was wonderful. Deliciously soft while giving good support to my bad back. Kudos to the mattress!

The walls are thin. We had early morning tee times, and had lights out by 10:00 p.m. each night. The final two nights, we could hear our next-door neighbors talking and laughing after they returned to their room around 11:30 p.m. or midnight. Thank goodness they were not honeymooners.

On the other side of the room, the neighbors ran a tub bath. The noise was so loud we thought a pipe had burst in our own bathroom. Thin walls.

I took issue with the bathroom in our room. The good news is that it was humongous. There is a narrow glass shelf mounted on the wall, above the sink, that gives only space for one basic Dopp kit. There was not hook, anywhere, not even on the back of the bathroom door, on which to hang the second toiletries kit/bag. Really, for a place that is Having a nice stand with small shelves would have really added to it, giving us a convenience that was sorely lacking. As it was, the second toiletries bag had to be hung on a towel bar, across the room from the sink. Not convenient, at all. There is a small cubicle with shelves in the bathroom, but it is five feet off the floor and on the wall behind the toilet; not convenient, for fear something could bet dropped or knocked off into the toilet. Ugh...

On a positive note, the in-room air-conditioning unit did not smell musty moldy. This is a plus. Most older Southern hotels we stayed at, on this trip, had musty moldy A/C units. The one at our Greenbrier room did not. Very pleasant surprise. Well done, Greenbrier!

The shops inside the hotel are all very nice. Prices are not any higher than one would find elsewhere for the same merchandise. That was a very nice surprise.

Food was average. Their world famous chicken salad tasted very bland ("cardboard" came to mind) to me and is not worth the price. Be aware that no matter where you go "on campus", there is a 20% gratuity added to your bill, even if you order over a counter. We were hit up for this at the Cafe Carleton. We regularly tip 20% for good table wait-service, but 20% added in when food is ordered at a counter simply rubbed us the wrong way. For that reason, we avoided the breakfast buffet and ate at a local McDonald's, a few miles down the road, on our way home.

The golf courses are nice and challenging. The Old White has had a bit of a makeover now that it is on the PGA Tour, thus rendering it more challenging than it was pre-makeover. The makeover itself mostly consists of random mounds of soil with tall, wispy grass growing on them. It gave me the impression of a parkland golf course trying to be a links course. Visually, it was not aesthetically pleasing to my eye. Some greens and bunkers have been redone to make it more challenging, too. My better half enjoyed playing the Old White, while I enjoyed saving $400 ($350 greens fee + $20 caddie fee + caddie tip) and watching.

All employees encountered were very polite, friendly, and helpful.

We did not enter the casino, so cannot comment on it.

We took a tour of The Bunker and highly recommend it.

  • Stayed August 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Vice President of Guest Relations at The Greenbrier, responded to this review, October 18, 2013
Thank you for your review and thank you for the many kind words you had for our staff, the size of your bath area, the maintenance of the AC unit, the shopping experience and the tour of the cold war bunker. Unfortunately, the fact that you left feeling not overly impressed is disappointing to hear. We have a saying at The Greenbrier, “OK is not OK”. Our commitment is to exceed the expectations of our guests and insure that we live up to our mission statement which is;

Our guests will experience world class service with personalized gracious
interactions. At The Greenbrier, the good becomes “extraordinary” and the great becomes “spectacular;” where each guest anticipates their return to America’s Resort.

We apologize that for this visit we failed in our mission. We would be honored to have the opportunity to serve you as our guests in future.
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Additional Information about The Greenbrier

Address: 300 W Main St, White Sulphur Springs, WV 24986
Location: United States > West Virginia > White Sulphur Springs
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 hotels in White Sulphur Springs
Price Range (Based on Average Rates): $$
Hotel Class:5 star — The Greenbrier 5*
Official Description (provided by the hotel):
Located amid the breathtaking Allegheny Mountains of West Virginia, The Greenbrier is a National Historic Landmark and an award-winning resort that has been welcoming guests since 1778. ... more   less 
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Also Known As:
The Greenbrier Hotel White Sulphur Springs
Greenbrier White Sulphur Springs
Greenbrier Resort White Sulphur Springs
Greenbrier Wv

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