The Greenbrier

I orchestrated a two-night, corporate client appreciation for 27 of our best clients at The Greenbrier based on glowing recommendations from other executives who praised this "America's Resort." Unfortunately, our experience was a masterclass in operational failures and questionable business practices. Service Failures: • Transportation disaster: Our client was abandoned at ROA airport when no driver showed for the scheduled 10:45 PM pickup, forcing a 1.5-hour Uber ride • Last-minute surprises: Two weeks before arrival, we were told The Meadows golf course was closed despite months of planning around it • Gun Club Experience misrepresentation: Promised a 10-stand clay shooting course, received only 3 stands but charged $155/person (their website shows 5 stands for $114) • Basic service: Premium hosted bar was not equipped to make simple martinis • Tour coordination failure: Despite proper booking, we weren't on the bunker tour list Billing Integrity Issues: The invoice contained over $4,000 in legitimate disputed charges including: Inaccurate transportation charges Headcount discrepancies across multiple activities Unauthorized breakfast charges to the main account (breakfast was already billed to individual rooms) The Most Egregious Issue: While disputing legitimate billing errors, their accounting team casually offered a 3% "early payment discount" but claimed the 9.75% Historical Preservation Fund was an untouchable "mandate." The contradiction reveals billing practices that appear entirely subjective. Communication Breakdown: Multiple departments operated in silos with zero coordination. Sales, planning, and accounting teams contradicted each other repeatedly, creating an unprofessional client experience from start to finish. Bottom Line: For a $100K+ investment, we received service that wouldn't be acceptable at a mid-tier property. The Greenbrier seems to be trading on its historical reputation while delivering substandard operations. The 9.75% Historical Preservation Fund feels particularly galling when the current service standards fall so far short of the excellence that built this property's legacy. Would I return? Absolutely not. Would I recommend to colleagues? Only as a cautionary tale. The Greenbrier may still be physically beautiful, but operationally it has lost the distinction that once made it special. Save your money and book elsewhere.

I’ve taken our entire company to the greenbrier three times previously and have enjoyed it. This time makes the 4th and sadly will be our last. The resort is literally falling apart. For those that don’t know, they made approximately 3.2BILLION in revenue this past year, yet the trim is literally falling of the walls in the elevators. The paint is peeling, and just not in good repair at all. It obvious they do not care about the experience anymore. The people who service are mostly rude and unhelpful. The food wasn’t good at all, and again, the service seriously lacking. My wife pulled hair out of her food in front of the waiter, and sent it back. We had to wait 30+ minutes for another plate, and they charged her full price after. When we went to check out, there’s an hour plus wait for valet to get your car. You would think a 3.2 billion dollar company could hire enough help to simply pull cars up for a luxury resort. They messed everyone’s bills up AGAIN. they can’t seem to get the simple things right. The receipts they gave out were half printed. (Changing ink must cost to much money). So you could only half read anything. Long story short, don’t waste your time or your money for a seriously sub par experience. Extremely sad what used to be a high end experience has fallen so far. Jim Justice should be ashamed of what the Greenbrier has become.

Beautiful place. Food is very expensive and, in my opinion, not as good as they say. Make sure to take the interior free history tour. Christmas decorations were a bit overdone.

Just sad to see it unkept and in disrepair. Restaurants were closed, staff was untrained, and the room was old and shabby

They charge service fee without explaining that it is a gratuity. We tipped in addition to this. There are numerous rooms with seating and pianos, but no players. Evenings offer nothing if you don't gamble. Very expensive and disappointing. Will not return.