We had a wonderful stay at OB II unit…
We had a wonderful stay at OB II unit 2702 Sept 7-13. The unit was very nice and the view was wonderful. Now for the bad. The unit need a good sweeping there was food under the couch & loveseat. Most of the staff were very cold to us. When I booked the room the internet said that check in was at 3. I was told by the person at the front desk that check in was at 4. When I told here what the website said she said that was wrong. So we had to wait until 4 to get our room. She was not friendly she was very rude. We have never been treated like this before. Maybe she was having a bad day, but she didn't have to take it out on us.
Pam Taylor
Phoenix orange beach II unit 1702…not for seniors furniture in living room like sitting on floor
Phoenix orange beach II unit 1702 stayed in this unit Jan 1 to March 12;2025 excellent location great service from you. Unit is not suitable for seniors living room furniture is old dirty and so low to the floor you can’t get up from it. No end tables or table lamps in living room. Owner was contacted and no interest in up grading furniture, too bad lovely place otherwise
Robert Bullock
Vacation from HELL!!!!
What we thought would be a great vacation week with this company turned out to be the WORST week ever!!!! When we entered the unit (7-1012) there was food in the sink where the garbage disposal wasn't working and was left there by house keeping, the nice maintenance man apologized and worked on it until he finally got it working. The front of one of the dresser drawers came completely off as we were unpacking. (we attempted to fix it ourself) There was something liquid coming from under the refrigerator that we thought was blood however we had to continuously clean up all week. Later that night, when we began taking showers the bathtub in the front bathroom would not drain. When the maintenance man returned on Tuesday to check the garbage disposal we asked if he would check the bathtub. He was able to get it to drain again. Later we was getting ready to put clothes in the dryer and found there was no handle on the dryer, we had to use a butter knife to open the dryer door intil thursday when they replaced it and we mentioned having to run the dryer through 2-3 cycles to get a load of clothes dry, the nice maintenance guy informed us that it sounded like a heating element was going out. Wednesday morning we learned that the ice maker wasn't working and was informed that we would have to go buy ice. (yes it's just ice but for what you pay, you shouldn't have to go buy ice) On Thursday the light in the front bedroom blew and threw the braker. Went down at 2pm to address the issue, no response. Called at 6:42 no response, went back to front desk at 8:45 to see if it would be fixed. Candace at front dest tried to make it better and called the maintenance supervisor. At 10pm a maintenance tech arrived at our condo to "fix" the initial problem that a "work order" had supposedly been put in multiple times. I went down to speak to the bulilding manager, who had told me she was going to be there but was called away for a meeting. However while I was standing there talking to the front desk clerk she walked up and stood behind the column while I complained to the sweet lady at the desk. You would think as the unit manager she would have offered to listen to what I had to say but she wasn't interested. I will say that for the most part, the staff (maintenance and front desk) was very nice and tried to make things better except for the building manager who had NO DESIRE to speak to a complaining visitor!! I attempted to file a formal complaint with the main office (which is where I was told to go by another employee) when I checked out but they informed me there was nothing they could do and all complaints had to go through the building manager (who was a joke) I have always used Brett-Robinson but not sure if I will again.
kat wolf
Phoenix IX Unit 1203
Stayed at the Phoenix IX unit 1203. It is a 2BR 2 1/2bath unit for 4 of us on a girls trip. The unit itself was very nice. The beds were comfortable, clean and even the pillows were great. Problems started with only one roll of toilet paper per bathroom, one roll of paper towels, no dishwashing liquid, no laundry packets (not even one). Then we went down to the beach on Saturday. Everything was fine until the “HOA Security” approached us about having a canopy approximately 50 feet from the high time instead of back by the dunes. There was nothing in the paperwork from Brett Robinson about it and no signage at that time. They put up signs Sunday. The gentleman also made inappropriate remarks that he considered jokes about religion that was not well received. We were told just not to do it on Sunday. We were approached later by a gentleman from “coastal resources” passing out flyers with the restrictions. He was not so nice. Passing out his flyers down the beach. There was also not enough towels/washcloths for more than one night. Had to wash nightly just for us four. Will not return. Will not be returning.
Debbie Young
Health Hazard Alert
Health Hazard Alert – Unit 1002 is Infested with Black MoldWe stayed in Unit 1002, and it was a complete nightmare. The unit is covered in black mold. We immediately contacted the front desk, but it took them forever to respond. When they finally did, we were told someone would come spray for the mold — that’s it. No urgency, no concern for our health.One of the beds, where two of our children were sleeping, had black mold on it. Our daughter became very sick during the stay. Their only solution? They brought us a single twin air mattress for a family. Completely unacceptable.The unit was disgusting — hair, dirt, and even someone’s boxers were found under the bed. Clearly, this place is not cleaned or maintained properly. We asked to be moved to a different unit and were told that wasn’t possible. Instead, they offered us a mere 10% discount. They refused to refund us so we could find a safer place to stay.This was a health and safety hazard. Do not waste your money on Unit 1002. We would never stay here again and strongly advise others to avoid it.
Brooke Young
How to lose a customer!!
I am staying at Phoenix I, and someone threw a white powdery water mix on one side of my black car. It looked like white paint splatter on the top and all over the passenger side of the car. I thought I paid for a secure parking spot! ($59) But was told they r not responsible!! I don't see any signs to that effect anywhere!!! in the parking lot or in the lobby!!! I was told by the manager that they would look at the security camera video and let me know?? I got a phone call from the manager of Phoenix I and she told me it was birds that did it!!! REALLY!!!! well these birds have such great aim that no other car got hit but mind, and these birds are so good they even when in the door jam of my car!!!! All I wanted for Brett/Robinson was to pay for a car wash!!! but was refused!!!! NOT Happy!!!
Debbie Gold
Rented unit 814 in Phoenix V Sept 28-…
Rented unit 814 in Phoenix V Sept 28- Oct 8. The unit had very dirty and the most unconfutable furniture ever. The couch was a sofa sleeper but when opened the mattress was so thin that the springs were showing through. The floors were dirty and the tub was filthy. The tub drain was clogged so when you took a shower you were standing in the water about 6” deep. When they made the bed there was a queen fitted sheet on a king bed, about a foot and a half short on the foot end, got all balled up. You cannot tell me that they did not know, just did not care. The kitchen was not any better, we had a pizza for dinner, there were two cutters but no pizza pans. Furnisher with Goodwill pots and pans, old and worn out. The cat decorating was creepy. I will never rent from Brett Robinson again; it was worse than staying in the cheapest hotel you could find. We paid good money but got a crappy place to stay.
John Schroeder
Bed Bug Nightmare
I was totally eaten up by bed bugs at Phoenix Suites West, Gulf Shores. Had swollen and painful bites on my face, hands, and back. It was horrible so when I checked out, I told them and they said it wasn’t their fault. It was a “traveler issue.” I had never been eaten up by bed bugs but they insinuated it came from me. Later I called management at Brett Robinson and assured me they would make sure the room was sterilized and said they were giving me a 100.00 credit for the NEXT STAY!!! Fast forward to today, I, against my better judgment , went to book a room and they told me they had knowledge about the credit and that I did not use it. Reservation said I had to go in person to get the credit.I went in and Sonya, manager, said she had never done this before and her reservation lady Gayle did not know either: So I called reservation again and they said “we will get your credit to you. We are having a Lillie call and give instructions.” They told me to wait in lobby. So I waited and after at least 30 minutes of going through this, Gayle told me I had to have a coupon for them to do it. She said they mailed it to me. Yeah, right. Worst experience ever from the time I got eaten up to the total run around today.
MS Life
Trip insurance a total joke. Brett Robinson will take your money and insurance won refund anything. What a total joke!
We booked a vacation for 8-5 thru 8-9/24 and purchased trip insurance because my husband has serious health issues. When final payment was automatically deducted my husband's health wouldn't allow for us to travel. Why have trip insurance if it does nothing but take your money and never see it again. What a rip off and a total joke! Reconsider Brett Robinson and definitely insurance!!
Michelle McElroy Simmons
Phoenix VI unit 6001
We stayed at phoenix VI unit 6001 7-26 thru 7/29 2024. We arrived to beds that were made but not with clean sheets. There was hair in the bed and “bodily fluids”. None of the beds had clean sheets. Dishes were all put away with food on them. Refrigerator was falling apart. Ice maker did not work. Cabinet drawers were falling apart, could not close. Couch was so filthy, they had to clean it while we were there, inconvenient. Had to get another cleaning crew in to strip beds and put on clean linens. The cleaning crew that came in to “reclean” even said it had not been cleaned. Bathrooms were not clean. Hair on the toothbrush holder. These are just the most obvious. We do have documentation. Also inconvenient because cleaning people in and out. Also having to deal with these issues took time out of our vacation. We paid almost $3000 for this condo. We did get the cleaning fee refunded but should have been more. We rented thru air bnb but Brett Robinson would not let us contact the owner so they could be made aware of these issues. If I was the owner I would want to know. This could have been a great condo if it was maintained properly and cleaned.
Lisa Scarbrough
Do not rent from or do any business with Brett/Robinson
Please read the negative reviews about customer service at Brett/Robinson, heed the warning and stay away from any property that is managed/rented by Brett/Robinson. The negative reviews about the horrific customer service are 100 percent true. I rented a beach front property through Airbnb. Unfortunately, the property is managed by Brett/Robinson. The staff is rude, uneducated, unprofessional and clearly do not like their jobs. This particular company with literally harass you with excessive text messages and phone calls about the check in process to get the keys to your rental. I received a phone call and/or a text message every 30 minutes beginning the day before my arrival to the rental. They sent a check in form in which I had to upload my license and a selfie and indicate my estimated arrival time. After filling out the form I still continued to receive an excessive amount of phone calls and texts message asking for my arrival time. A staff person name Laura called me demanding to know my arrival time. I tried to explain to her I already gave my arrival time by filling out the required check-in form. She started yelling, "you have not spoken to anyone", "we need to speak to you". Again, I tried to explain that I know I haven't spoken to anyone, I filled out the required form which asks for my arrival and states that filling out the form will help to expedite the check in process. She continued to yell that she needed my arrival time and then hung up. I immediately called back, spoke to the same enraged, mentally ill Laura who continued yelling the same nonsense and then she hung up again. I called back again and spoke to Lisa who was just as rude and stating I needed to give my arrival time even though I already did! I told her again multiple times that my arrival time is 4pm. I had given this time multiple times to her, I stated it repeatedly. She is clearly developmentally delayed because she kept repeating the same thing "what is your arrival time?" I demanded to speak with a manager who is a splitting image of Ms. Piggy. I spoke to her face to face and she was apologetic to my face and gave me the keys to the rental earlier than she was supposed to, but hours later she left a cowardly voicemail stating if there were anymore issues she would "eject me from the property". This was so laughable because Brett/Robinson has zero authority to do so. I rented through Airbnb but they are too ignorant and uneducated to understand that. Also, Airbnb is not the only vacation rental platform so I couldn't care less about any type of consequence from Airbnb. In addition to the terrible, unprofessional customer service that others mentioned, it's important to also note, that their properties are NOT clean. Carpet and rugs are filthy and stained. Furniture is stained and falling apart. There are ZERO amenities like other Airbnbs. We paid $5000 for four days and it is not worth the cost at all. Brett/Robinson also has ridiculous and excessive rules including, married couples have to show proof of marriage!! These people are severely mentally ill. Please stay away. Please rent elsewhere, if you don't you will regret it. You will be harassed and threatened by inbred imbeciles.
AM
THANKS AND HAT'S OFF TO THERESA MELENDEZ
Thanks to MS. THERESA MELENDEZ with Brett Robinson Management TEAM for assisting in taking a relatively bad situation and turning it around into a good one making me a GRATEFUL AND SATISFIED Customer!REGARDS,Johnny
Johnny Guerin
We had an issue and had to relocate for…
We had an issue and had to relocate for 2wksAfter 2ks had to wait for unit to be cleaned, when is finally ready?? FLOOR WAS WET. And dresser in closet was missing(after 3wks still no dresser.I have asked many times about compensation for the move we had to make and no place to put or clothes.All I've gotten is the run around
Glenn C
Customer cheers for Alex
Dear Angie and Tom: 5 stars for your supervisor Alex! He took time and effort to resolve my query about why my new reservation rate on the website and the final billing rate differed. His solution showed his dedication to customer satisfaction and conscientious effort to make things "right.' Alex is a guy who takes customer satisfaction personally.
Gary Stechmesser
If I could give zero stars
If I could give zero stars, I would. Rented a week for second week of September and had to cancel due to our company being in the midst of an acquisition. As with any acquisition the closing date is dependent on the multiple parties involved going through the due diligence and approving the deal. The closing date was finalized 3 days prior to it and it fell in week of our vacation. When I called to cancel, I asked if we could just move our dates up 2 weeks and was told no and that since I had bought the rental insurance, I could file a claim with them which was a hopeless cause due to all the constraints the insurance has and the circumstances surrounding my claim weren’t covered. Out $1,500 for that rental.I chalked it up as bad luck and because my friend and I have been going through Brett Robinson for years, I gave them the benefit of the doubt. I rented again from them and did not purchase the insurance due to all the disallowance. One week and two days prior to our rental date, my friend was rushed to the hospital in serious condition. She was unable to use her legs and was diagnosed with a very severe infection in conjunction with ecoli. I called the agency and explained the circumstances as well as her doctor calling them and telling them there was no way that she could make the trip. This time I was told that I couldn’t change the dates and because I hadn’t purchased their useless insurance, I was just out the money. Another $1,500 given to them for nothing.Our years of using this agency are over.
Ward H
Ripoff
How is it that you can collect the full condo rental price in Phoenix two with one elevator and no swimming pool iand constant construction noise starting at 8 o’clock in the morning. That takes a lot of guts. Shame on you. Never again
Bruce Campbell
NOT GOOD PHOENIX TOWER 1 ORANGE BEACH
During Aug 1, 2023 week, we stayed at the brand new Phoenix Tower 1 and paid $6000.00 to do so. It was NOT a good experience and here is why:1. NO BLACK OUT CURTAINS: mANY of the floor to window panels did NOT have black out blinds. We had children with us and they could not sleep because the room was SO bright.PLEASE DON'T BOOK SOMEONE IF THE UNIT IS NOT COMPLETED.2. NO SECURITY: The parking decks (7 of them) WERE NOT locked each night. So, basically, anyone could enter our hallways 24/7 through the parking garage non-locked ever doors.3. NOISY BEDROOM CEILING FAN/ INATTENTIVE STAFF: Made a gear crunching loud noise when it was running. hard to sleep with that noise. I called desk about it and 3 days later (our last day at the condo) they cameto work on it.4.POOL SECURITY GUARD STRICT AND UNFRIENDLY: Lisa with the blonde braid harrassed and over=watched our family all week long. She would come out when we were out there and pick on our kids. She had a sour demeanor and focused way to much on bossing our family while trying to enjoy the pool.5. TV PROBLEMS: Our bedroom had no Netflix loaded and when we called the front desk, the girl said WE had to call the TV company and use OUR vacation time to fix a condo problem. Phoenix should have their own tech to help resolve issues. NOT give us the number to handle it on our own. WE PAID PHONIX/BRETT ROBINSON TO PREPARE A READY TO USE UNIT.6. I request compensation for our troubles.
Jan
RUDE STAFF CONDO DISASTER. Madean hour past check in…
Made us wait over an hour past check in time even though we did all the pre check in required! We asked how long till we could get in we were going to get groceries right up the road said be ready in a few minutes it wasn’t, all dairy and meats just sat, dishes still in dishwasher ) I’m telling you this because they just called me and hit me with extra 175.00 cleaning fee because there were dishes is sink ( 3 plates 3 forks 1 small fry pan and a spatula) which is nothing compared to what I had to face on check in nasty frying pans ( I have videos) no sheets and bedding or pillows sand on floor beds not made right and the absolute worse bedding cheap , thin ! I’m not done yet but tired of typing also. THE ABSOLUTE RUDEST STAFF EVER . I’ve stayed there 3 times spend several thousand dollars never again !! DONT RENT FROM THESE PROPLE
Consumer
After a week of trying to deal with…
After a week of trying to deal with this company and Phoenix Hotel and Suites we were told we would receive a $68.80 refund. However only $59.33 was put back into our account. Worst vacation ever!!!! What is wrong with this company? Is there no one with any morals that works here? There was no agreement to the offer! She just left a message! Why the difference in refund? I’m done with you all!!!!!!!!
Carla Stonr
Gulf Shores Beach & Racket Club 603C Upon arriving at Shores…
Upon arriving at our condo (Gulf Shores Beach & Racket Club Unit 603C), we found that the cost of parking is set by the HOA of each complex and would cost us $25 for each car (we had 2 cars). When we got to our rental unit, it had not been cleaned. After getting in touch with Brett/Robinson, we waited several hours for housekeeping to come. Michelle, the manager, finally came and she did an amazing job on the place. She was an incredibly sweet lady. BR did refund our cleaning fee. We had a pretty view of the bay and pool. The kitchen was well stocked with everything needed. It is a small unit and is very cramped. It is overcrowded with furniture. The bath/shower did not drain well in the master bathroom and it took a long time for the water to run out of the tub. The bed in the master bedroom had an air type mattress. The right side either had a leak or was not connected correctly as it was squishy while the left was firm. We did have a good vacation, but would most likely not choose this unit again.
Baya
