TL;DR: The burgers and shakes are good. The service, order accuracy and fries are not.
I was tempted to give this a 2-star rating, but I am going to go 3-stars because the manager did express some interest in making things right.
This is really something of a high-end diner/soda fountain when you get down to it. The room itself is very cute. That said, you would not know from the website photos that it some of the walls open onto the casino. That is not too big a deal as the casino opens at the same time the restaurant currently closes (4pm), but some of the machines will make noise in the background from time to time.
The "deal" here is the burger combo, which includes a side and a shake for $26 (sort of--we will revisit this in a moment). This is $13 cheaper than buying the items a la carte. We both ordered burgers--mine with cheddar and bacon (specifying that nothing else was to be on the burger) and my wife had cheese, lettuce, and tomato. Her side was fries while I went with the bacon mac and cheese. We both ordered chocolate shakes. When we ordered, the server asked if we wanted the shakes before the meal, with the meal, or after the meal. We stated we wanted them with the meal.
As we were waiting for our food, we noticed that there were a few room service-sized ketchup, mustard, and mayo bottles on the table. I was a little surprised by that--you just don't tend to see that in restaurants because that gets a little pricey. It turned out not to be the only thing resembling room service.
Also, as we are waiting, we watch two male servers play-fight near the server station. Take the horseplay somewhere else. This isn't McDonald's--not that it would be any more appropriate there.
After a relatively long wait (15 min) in a near-empty restaurant (it was after 3 pm), we received our food. The lettuce and tomato I specifically said I did NOT want were there. The bacon was not. So was a nasty pickle in a pool of pickle juice sloshing up against the buns. No chocolate shakes.
I ask the server for a small dish so I can put the unwanted vegetables aside rather than plop them on the tabletop. She takes about 5 minutes to find one and bring it over. She takes even longer to secure my missing bacon. Fortunately, my burger did stay warm while waiting.
Once I got the burger in order, it was actually quite good. It was a hefty portion of meat. I had three slices of flavorful bacon (although this may be because they were sending out the missing meat, so your mileage may vary) with good cheddar. The bacon mac and cheese side was a generous serving that was very good, too, although it would have benefited from bacon being throughout the portion, rather than just some bits on top.
My wife's burger was also excellent, but the fries were way undercooked. Even just to the eye, they were too white to have been done. They needed at least another minute or more in the fryer.
The missing shakes finally showed up halfway through the meal. Fortunately, they were also very good. A decent size and a perfect thickness. Drinkable through a straw, but with some serious viscosity.
Shortly after, while we were still eating, the server brought the check. At these prices, she might have waited to see if we wanted anything else, but that was no big deal, especially as it was near closing time. What WAS inappropriate was her coming back to see if I had left payment in the folder while we were still eating our lunches. Seriously? Can we finish our food first?
The service overall was pretty bad. I would not have left a tip of more than 15%. Unfortunately, there is an automatic 20% service charge--another thing that is expected with room service but not in the restaurant--added to the bill. Now the lackluster service makes sense. When your tips are guaranteed, your incentive to provide excellent service drops. Also added to the bill is the Greenbrier's bizarre Historic Preservation Fund assessment of 9.75% (a pretty brazen profit padder since money is fungible). Plus WV sales tax (which is not their fault). That said, even without the tax, this is almost 30% surcharge on the meal when I would have tipped at most 15% given the crap service.
We did say something to the manager who asked what room we were in--I assume to make an adjustment--but we were literally walking out the door after lunch was over. Then he offered us dessert, which, after the shakes, was not really wanted and would not survive our trip home. I just told him all I wanted was to make him aware of the situation in hopes that he would address it, so other diners would not have a similar experience, given the pricetag and compulsory service charge. Actually, ditch the compulsory service charge and move to normal tips. Makes it much easier for management to see if there is a problem with service and it gives the servers an incentive to do a good job. read more