Brett/Robinson Vacation Rentals Arvostelua 

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.

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!!

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.

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.

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

We had an issue and had to relocate for 2wks
After 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

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.

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.

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

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 came
to 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.

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

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!!!!!!!!

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.

This unit is equipped well enough for 6 people. I will say we were put off on the first night there when we saw a roach in the kitchen. The cleaning fee should be adjusted to a lower amount. We had to sweep the floors and do some other light cleaning. There should be a note that the fridge doors do not close well and you have to pay attention. Balcony does not have table and chairs as the picture shows. Flimsy and 1 chair was broken. No table. Should add a pizza pan and a decent pizza cutter to the kitchen. Bathrooms need a clothes hook on the door or wall. TV was in and out. Couch was so uncomfortable. Paint looks like a kid did it. More care should be taken and some updating for the prices on this unit. The view though is beautiful from the balcony. Will not stay in this one again.

Stayed at Island winds West, and could not be any happier. Condo was in great condition and nicely decorated. The refrigerator was making some noise during our stay, and lo and behold, before we spoke with any one, we learned a new one had been purchased and would be installed soon. Brett/Robinson is surly on top of everything. Will most likely rent again

Brett Robinson Condominiums require full payment 60 days in advance of arrival. We made our final payment November of 22. My wife was in the CVICU in Birmingham for nearly 3 weeks just before our scheduled arrival in January 23. Due to this major health care crisis we attempted to reschedule our reservation, gift the reservation to our ministerial staff, or obtain a refund. The corporation accepted none of our proposals and since we could not attend we were forced to cancel the reservation and LOST over $3,000. Once you are in the 60 day window and have paid your final fees, you will not be given any option for refund or reschedule. Buyer beware!!

February 13, 2023 Egregious policy: Monthly Guest

Winter Monthlies (Dec, Jan, Feb, Mar, & Apr): If the reservation is cancelled 61 days or more prior to arrival, all monies less a $35 cancellation fee will be refunded. If the reservation is cancelled 60 or fewer days prior to arrival, the grand total of booking (rent, fees, and taxes) will be forfeited. There are no refunds for early departures or inclement weather

Buyer Beware!!

Staying in unit 1109 in Phoenix East. Dirty when we got here. Items as listed in description missing. Many things broken. General shabbiness. Important items missing brought to managements attention we were told basically “too bad, so sad” as that is the owners responsibility. Staff here worked hard to clean and repair what they could.Brett Robinson’s guarantee is a joke.

#6301 has outdated appliances - RUST on the fridge and broken shelves! - the owner refuses to update. In addition the mattresses are terrible. Kitchenware is substandard. Cheap! Do not recommend this unit to anyone looking!

We love staying at Phoenix X. The staff keep this place super clean, they are very accommodating and treat everyone with the upmost respect. Management needs to know this is why we have come back here year after year. We have noticed the staff has changed which isn’t surprising. With a wage of $13/hour, how can one survive with the high cost of living. People make more money working at McDonald’s at have less responsibilities. Whoever sets the salary for these employees is making a huge mistake. These people have dedicated their careers working for Brett-Robinson and they are the people who you may lose again and again. Where we come, a small community near Cedar Falls, Iowa, from people in the fast food industry are making $17-$18/hour and some businesses have starting wages of $27/hour. So, isn’t it about time to open up your pockets and pay them more. If it wasn’t for your employees, we would have left here many years ago. Give your employees a significant raise. Thanks!!

If I COULD GIVE A NEGATIVE I WOULD I RESERVED 4 NIGHTS ONLINE CALLED CUSTOMER SERVICE TO CHANGE TO TWO AND SHE CONFIMED WITH EMAIL I GET A CALL THE NEX DAY THAT 3 DAYS ARE A MINIMUM STAY THIS WAS NOT EXPLANIED NOR MY FAULT AFTER BEING HUNG UP ON TWICE I WASN THEN TOLD THE OWNER SAID HE WOULDNT UPHOLD MY 2 DAY STAY ANNND IT WAS FOR MY 40TH BIRTHDAY... #THROWTHEWHOLECOMPANYAWAY