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“Not As Advertised” 3 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
Urbana, Ohio, United States
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
“Not As Advertised”
3 of 5 stars Reviewed September 20, 2013

We were on a trip with our bank and visited Greenbrier. No way is this a 6 Star motel.
We did the bunker tour but did not get the tour they had told us we would get.
Some of the people bought food to go and were charged a 20% tip on takeout food. When asked the cashier said this was normal.
It is a beautiful place but we won't go back.

Room Tip: We did not stay there
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  • Stayed September 2013, traveled with friends
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Cleanliness
    • 3 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, Vice President of Guest Relations at The Greenbrier, responded to this review, October 16, 2013
Thank you for your recent visit to The Greenbrier and sharing your review. We certainly apologize that your tour of the cold war bunker, code named, Project Greek Island, was not as you expected. What other resort or hotel can post of partnering with the U.S. government for almost forty years to provide the facilities and an operational plan to ensure the survival of our unique form of constitutional government? The bunker at The Greenbrier was the government’s plan for a response to the most dreaded nightmare of the 20th century, nuclear war. From 1962 to 1992 we stood ready to adapt to the most dire set of circumstances imaginable and provide a critical emergency service to our nation’s leaders. We do apologize that our staff members did not take the time to explain the service charge in detail concerning the take out items. We remain at your service and we hope you will visit us again.
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1,493 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    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 (370)
Date | Rating
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  • Portuguese first
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English first
Keswick, Virginia
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed September 18, 2013

We booked for four nights with a three day golf package. We played all the courses; Old White, the Greenbrier Course, and the Meadows. The organizational performance of the staff loading the bags, and caddying (required at Old White) was superb. There had been lots of rain prior to our arrival so the practice tees were a little rough. The courses themselves were in excellent condition. Our room was spacious, beautiful, and immaculate. Our only complaint was the air conditioning, which was very noisy. We thought that the meals in the Main Dining Room were the best. We generally eat seafood, and the grouper was prepared perfectly. West 44 was fine; the corn pudding was outstanding. I had snapper, and it was ok but a tad overdone. Our biggest disappointment was at Sam Snead's. When our waitress brought the wine, she just put the bottles on the table and walked away! Three in our party ordered halibut, and it was overdone and dry. What we really enjoy at the Greenbrier however (excluding our Sam Snead experience) is the sincere friendliness and attentiveness of the staff. From housekeepers to casino employees to valet staff we found that all were professional and knowledgable. Staying at the Greenbrier is not cheap, but it is always memorable.

  • Stayed September 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, Manager at The Greenbrier, responded to this review, October 7, 2013
Thank you for taking the time to write a review of your recent visit. In addition to the iconic 100-year old Main Dining Room that you enjoyed during your stay, The Greenbrier is proud to offer guests the option of thirteen other unique restaurants, cafés and lounges - all on property! We look forward to welcoming you back for another golf getaway!
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Pinehurst
Top Contributor
136 reviews 136 reviews
60 hotel reviews
Reviews in 64 cities Reviews in 64 cities
121 helpful votes 121 helpful votes
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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Rockford, Illinois
Top Contributor
78 reviews 78 reviews
7 hotel reviews
Reviews in 30 cities Reviews in 30 cities
32 helpful votes 32 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
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, 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
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, 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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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 ( Wi-Fi ) 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*
Number of rooms: 710
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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