The Greenbrier

Breakfast was a bright spot: we enjoyed the buffet, and the service stayed great despite how busy it was. Most staff were kind or clearly working hard to do a good job, and the host desk at the main dining room squeezed us in for my birthday after a nasty, rude FOH manager at Prime 44 refused to seat us for a reservation we had confirmed by email. I’m grateful they made space for us. I’ve visited and stayed at the Greenbrier many times over 20 years, including during ownership changes, and the decline is hard to watch. Paper cups at afternoon tea, room service in bags with paper plates, no bathrobes, fake flowers, worn furniture, sagging sofas, torn and stained carpets, and chipped paint all make it feel less luxurious. The wear was easier to tolerate when other parts of the experience were at a higher level. This is now an expensive 3.5-4 star property, and that’s a shame. It deserves better. I’d love to see a hospitality company like Omni, which acquired the Homestead, take over management or majority ownership. The resort, its workers, and the local community deserve much better. The condition of the place and its cost-cutting aren’t the staff’s fault.

The food was decent, but service was average at best. I heard employees cursing at each other several times, and they seemed either poorly trained or overworked. We tried the arcade and none of the games worked. One machine took $40, and staff said we’d have to contact the gaming company ourselves, with no refund offered. By then the whole stay felt like a joke. I’ve visited the Greenbrier many times with my family since I was growing up, so watching its decline has been sad. We came for New Year’s so I could propose to my now-fiancée. The first room had stains on the carpet and furniture, a dirty bathroom, and a shower that wouldn’t drain. It was so filthy we didn’t sleep in the bed. After I pleaded, they moved us to one of their nicest rooms, but it was still dirty and stained, just not as badly. The hotel badly needs new infrastructure. I wonder where the absurd historical preservation fee goes. This place belongs with Ramada and Red Roof, not the Breakers Palm Beach or other five-star resorts. I gave it two stars only because of all our past visits. It’s time for a resort company to buy the Greenbrier and take care of it.

The location is lovely, with plenty of indoor and outdoor activities for families. I went in early April, when the outdoor pool was closed. Glassblowing, the spa, and kayaking were highlights for us. We also liked breakfast, the main dining room, and Sam Snead restaurant. I really wouldn’t recommend In Fusion, the food there was terrible. I wish the cafes had more healthy, tasty grab-and-go choices, like smoothies with added protein or yogurt and fruit parfaits.

I’ve always considered the Greenbrier Resort my favorite, but this visit was disappointing. We complained about stains on the carpet and peeling wallpaper in our room the next day and were moved to an upgraded room. That was nice, but packing everything up and moving was a hassle. They charge for every bottle of water, which seems unreasonable at the room price. I’d expect bottled water to be included, or at least a reusable bottle in the room. I have a medical condition that requires a gluten-free diet, and the gourmet coffee shop had no gluten-free muffins. I love dogs, but guests’ dogs were lying on the couches by the fire and taking seats from paying guests. I know that part comes down to the owners’ judgment, not the Greenbrier. The stay just didn’t feel as luxurious as it used to. It’s unfortunate.