"This review may be coming a little late, but I wanted to see if The Greenbrier was going to reach out. My wife and I went to The Greenbriar in the past for Thanksgiving, her birthday and New Years Eve. The first two trips went well. They seemed to under promise and over deliver. However, our trip there last year for New Years did not go great. I reached out to them twice about this and Roger in Guest Relations did not respond the first time and the second time all I was told was that he would relay this information to their leadership team. Did not hear from anyone. Here are some of the issues we experienced during our stay: Ordering room service was a pain. My wife tried several times the night before calling but no one would answer. So, we woke up early to place an order then after a while, they called back to tell us that the room service would be delayed over an hour. From the time we called until we ate breakfast was several hours. Good thing we didn’t have anything planned that day. It seemed like it was impossible to eat anywhere that weekend if you did not have reservations. This may be a mistake on our end, however, there should always be someplace to eat. If you are thinking maybe they should have called room service we did, and they stopped taking orders at certain times. How does room service stop taking orders at a resort like this? Another issue was the shuttle to Sam Sneed 's was supposed to show every 5 minutes. We waited over 20 minutes and decided to leave because no shuttle showed up. I am a big bourbon and scotch guy, and all the bars were out of what I asked for. All the menus had Bookers on them, however the only bar to have this was Café Carleton (bourbon bar by the casino). And on New Years Eve I was told that they were to open at 8:00 pm and waited till 8:30 while my wife was up at dinner. It really seemed like the resort was understaffed and things did not run as smoothly as they did on our first two visits. I may be a little picky but when you go to a place like this that was voted among the best resorts in the United States, you want to be treated like it’s a high-class resort. Upon our first two visits, my wife and I really thought that this was going to be our place. We would visit a few times a year and go on holidays. We would have scheduled a trip for this New Years if last year went like our first two trips did. When you spend 3k to 5k for a weekend, you expect more especially for a holiday weekend. However, with our last visit, I refuse to go back. Greenbriar, all you had to do was follow up and you did not. I hope anyone reading this will think twice if you are planning a trip there. Yes, if things go as they should, it’s a nice place. However, if they do not go smoothly, this resort could really care less. Rooms: 3 Service: 1 Location: 2"
