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The Greenbrier
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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
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5  Thank ritzytopaz
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 reviewResponded 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
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1  Thank TomLuchetti
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 reviewResponded 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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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.
  • Stayed: September 2013, traveled on business
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Thank Deborahk68
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Manager at The Greenbrier, responded to this reviewResponded 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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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
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Thank 440MAG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheGreenbrier, Manager at The Greenbrier, responded to this reviewResponded 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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Reviewed September 14, 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 in it.
  • Stayed: September 2013, traveled as a couple
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2  Thank Paul K
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 reviewResponded 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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