We recently stayed at Phoenix I and were disappointed in the condo. I have never complained about a condo but this one is different. One set of doors by the laundry room was off the track and looked like it was about to fall off. The big chair on the balcony had a broken leg and couldn't be used. Not the cleanest when we arrived. Hairs on bedroom dresser and nightstand, dried up things on side of couch and on bedroom wall. Looked like mold or something on ceilings. Whatever it was, there were lots of spots on ceiling. Bathroom floor by shower looked awful as well as baseboards. The condo is very outdated as far as paint, doors, baseboards. Just marks everywhere. Big Stain on couch cushion. Stains on curtains by sliding door. Marks on walls. Flooring by refrigerator was stained from something, maybe rust? Just overall felt gross. Patio furniture was rusty. Mattress on pullout sofa is paper thin. Condo had a musty, moldy smell when we arrived. Ice maker did not work. WiFi did not work. I would not advertise this condo as updated like it says in the listing. I text all of these concerns to Brett Robinson and they told me to let the front desk know? read more

MAY 2026. Our first and LAST time to PHOENIX 2. CONDO # 2077. (Not our first time with Brett-Robinson.) We were charged $1800+ for 4 nights at Phoenix 2 #2077, that price was with a supposed discount; And also with multiple threats of how Brett-Robinson will be raising their rates again soon! PHOENIX 2 CONDO # 2077 is poor quality and basic. The bathroom cabinets are literally ROTTING (photo attached.) The carpet is sliced and left stringing along the floor. The laundry doors are broken. The balcony furniture is broken. There is no lounge chair on the balcony. It's 2026 and there's no ice maker. No dish soap. The bedroom furniture is too large for the room in the back. At least one of The bedside tables needs to be removed. There are NO EXTRA BLANKETS or supplies or games etc. The decor is practically non existent. The utensil drawer is broken and the stuff falls straight out the back into the lower cabinet. --- This condo was an absolute RIP - OFF and falsely advertised. Broken and falling apart and overcharging for it ---- Of note, This complex has no indoor pool. I have booked through Brett- Robinson quite a few times. Enough to know there were no parking charges. And now they're charging $60-$75 for a parking space. ONE parking space. If they built a new space every time someone left, maybe they'd need to charge for parking. But these parking lots have LONG been paid for. Brett-Robinson is nickel and diming guest as much as they possibly can...While continuing to cover the beaches in condos that they won't provide upkeep for, and naming them all the SAME THING!!!! read more

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I would NOT recommend staying at The Oasis in Orange Beach (formerly Phoenix West II) or booking through Brett/Robinson. Our family of eight was staying in one condo for our annual family beach trip. On Saturday afternoon, we were enjoying the lazy river when security confronted another group over music they were playing. Several guests in the lazy river began voicing their opinions about the situation. We were not part of the group playing the music and, from our perspective, were simply bystanders. Security eventually called the police and singled out my husband. Despite our attempts to explain what had happened, we were told that all eight people staying in our condo had TWO HOURS to pack our belongings and leave the property or we could be charged with trespassing. We were also told we were banned from the property for a year. Security claimed they felt threatened and that we were "irate," which does not reflect our experience of the interaction. Our children were there watching everything unfold and were crying and extremely upset. Instead of being given an opportunity to calmly explain the situation or have it properly reviewed, our entire family was forced to leave around 8:30 PM, cutting our vacation short. To make matters worse, when my mom contacted Brett/Robinson hoping to speak with someone about what happened and find out how the situation could be addressed, she says the call was ended before she could get any help. Regardless of the disagreement at the pool, removing an entire family of eight paying guests--including children--from their vacation without, in our view, giving them a meaningful opportunity to explain what happened was extremely disappointing. We paid to stay here, and we expected to be treated fairly and professionally. After this experience, our family will not stay at The Oasis or book through Brett/Robinson again read more

Brett-Robinson and Oasis unit 1405 guarantees your worst vacation ever! connectivity horrible and lost power since the bill wasn't paid for a couple days. Horrible communication, they don't care about their guest or return calls. read more

My bwife and I booked a room through Brett-Robinson for a week at Phoenix VII in Orange beach. Early today, work using a jackhammer began somewhere above us. We couldn't even hear the TV over the pounding noise. When I went to the front desk, another woman was already there complaining. In my opinion, the woman behind the desk shouldn't have been allowed to run a child's lemonade stand, much less the front desk of a resort building. She said she didn't know anything, but she said, "It's out of our control." Well, if you don't know what's going on, how do you know it's out of your control? I came back to my room and called Brett-Robinson's management office in Orange Beach. When a woman answered, I told her about the jackhammer, but she said, "I can't hear you." I told her that was because of the jackhammer. She said she was going to have to get someone else to help me and transferred me to the woman at the front desk of Phoenix VII . . . who said the work was in an owners unit and they had no control over the work. Niether Brett-Robinson or the front desk were sympathetic to what we and others were experiencing. The woman at the front desk was yelling that it wasn't her fault and the woman at Brett-Robinson just wanted to pass the problem on to someone else. What a great team they make! read more

If I could give a zero I would! They advertise prices then when you book it goes up 3k - there is no 30 day money back guarantee because yo guessed it - YOU DO NOT GET YOUR MONEY BACK The guy I spoke with when inquiring about the price being 3k higher said basically in Alabama they can choose how much tax to charge. All condos are a different price per night and they do not advertise that. This company is a SCAM read more

Health Hazard Alert - Unit 1002 is Infested with Black Mold We stayed in Phoenix V 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. read more

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This was not our first time staying at a Brett Robinson condo. This year we stayed at Phoenix Gulf Towers in a "diamond collection" condo. The condo did not feel anything special. The kitchen was stocked horribly, the water pressure was almost non-existent, the toilets and their flushing were questionable at best, the ice from the ice machine melted faster than any ice I've seen, the dryer didn't even have a low setting so I didn't dry any of our good clothes (side note there was no overnight laundry being done because the buzzer on the dryer was so loud it would wake up an entire floor and there was no way to shut it off). The pools, lazy river, location, etc were all fine. What made our stay horrible was getting stuck in the elevator our third day there and having to be pulled out by firefighters. Our kids were terrified the rest of our trip having to get in the elevators multiple times a day (condo was on the 23rd floor and I was not walking!). The security guards that were there when we got out made it sound like getting stuck in their elevators and calling the fire department was a totally normal thing. Um not normal! The entirety of our stay included conversations with other guests about the noisy, shaky, scary elevators. After our experience I emailed asking if the elevator would be serviced or just let the next families get stuck in it. I got NO response. I did see Otis there a couple days later, but I'm not sure if they fixed the problem because the fire department was back a couple days after that. We never did get stuck again, but heard of others that did and it was always a gamble stepping in the elevator. Overall not at all what I was expecting with a "diamond collection" experience. read more

If I could give zero stars I would. We spent $6300 booking 3 units only to be told they were under construction, water would not work from 9:30 till 4 due to a fire inspection, the indoor pools don't work and they offer zero refunds, reschedules or compensation. The WORST part is that NOTHING was mentioned about the units before booking. The agents are super nice but your company's service SUCKS! We come to the beach yearly and spend $7-15k each time. You guys won't receive another penny of our money. Awful!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

We are currently staying at the Phoenix West. Over the years I've stayed at this location 4 times. I can say the care of these properties have gone down. I reach out to main desk and let know about several issues including the floors were so dirty and no one showed up to address my concerns. Since no one ever showed up I personally mopped twice and my mop water is still black. Needs professional cleaning!!! Unacceptable!!! read more

Brett Robinson - So sad!!!! - Vacation Rental Agents Near Me - Gulf Shores, Alabama

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DO NOT RENT THIS CONDO. We stayed at Phoenix V, Condo 015. It was horrible. This unit is in no shape to be rented. I tried multiple times while there and afterwards to get a resolution, but no one would contact me. No one ever contacted me to discuss my concerns nor have I been sent a survey even though I was assured they would multiple times. 1. The unit was not as pictured on your site. The living room sofa and chair were not the same as in your advertisement. The sleeper sofa was broken (on the floor) which made it hard to get up. The living room and dining area furniture were dirty. 2. The entire unit was dirty. The ceiling fan blades were nasty, the light over the dining table had cob webs. The floors were surface cleaned and were dirty on the edges. 3. The bath tub in the master bedroom has mildew between the tub and shower. 4. The door knock to the secondary bathroom was falling off (we borrowed a screwdriver and repaired it) 5. The shower in the secondary bathroom does not operate correctly, therefore, everyone had to shower in the master bathroom 6. The bed rail that is in the closet to use for small children is filthy. 7. There are spots in the secondary bedroom as well as the living room where one ft. Chunks of the ceiling have fallen. 8. The kitchen cabinets are peeling. 9. The refrigerator has cracked/broken shelves 10. There are 2 extra remotes in the living room, one that does not have batteries, nor a back and the other seems to go to lighting. 11. The outdoor lights (patio and path) did not work when we arrived. I had the complex fix those items, but they said the owner had to do the other repairs. I have pictures of all issues. It would not have been so bad if the unit had actually been clean and not surface cleaned. read more

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To anyone who MIGHT be concerned about Brett Robinson customer service. We have just returned from another ruined week's vacation due to construction going on right next to our condo unit. We received plenty of texts and emails to remind us that all rental and parking fees had to be paid before we arrived to check in but not one, not even one text or email mentioned that there would be the loud sound of a jackhammer next to our room - which sounded as though it came from all sides. We could not rest, sit on the porch or enjoy any part of being there. Phoenix rules state that we are not to make any noises loud enough for our neighbors to hear!! How difficult is it for a staff member to contact potential condo rental customers that there would be noise in that area of the building, that maybe an alternative location would be better? The entire staff would surely be aware of what was to take place to allow workers there. We paid for 7 nights but left after 4 nights because we could not stand it any longer. Yes, we do understand that sometimes maintenance will be taking place, however, they are really dropping the ball when they do not inform customers about what will be happening during their stay. The last time there was a problem we came in after a meal out to find that our balcony furniture had been removed and our porch would not be available the entire time, they would be working on the exterior walls. We have been staying with Brett Robinson for probably 25 years, maybe more, this will be our very last time. We have to agree to the rules but when are they held accountable? This is stealing from people. When we checked out to leave the clerk asked if we were not leaving a little early, yes we were leaving several days early because of the NOISE.........."Oh, have a safe trip home." read more

Lack of transparency. Arrived at condo, then told we had to buy a parking pass. Never received code to get into condo. Had to call customer service after being sent to a different building for keys. Finally a code over the phone. No floats provided at lazy river, we were told they were. Charged a 10 cash refundable fee to use gym. Vertical blinds in condo were in disrepair. Would not open and close properly. Bathroom towel rack hanging halfway out of wall. Oh, and had to unload dishwasher when we arrived. Overall bad deal. Phoenix on the Bay 2 The response from the business manager is incorrect. We in fact, had to go purchase floats for the lazy river. None were provided. And yes we were not allowed to use the gym until we went and got out cash to pay a 10 refundable fee to use the key. I have sent all of this in an email to Brett Robinson with no response. read more

Brett Robinson renting from BR has been so positive for 5+ years. They are professional, the properties immaculate, staff knowledgable and polite. We have never been disappointed. Diane O'N. in reservations is the best of the best. I do hope BR treats their people well because they are the front lines and project a very positive first impression. read more

Have stayed a few times at these properties but the V SUCH a DISAPPOINTMENT!!! No notification that the pool was out of service the ELEVATOR SUCK!!! Our time 712 not clean needs UPDATING something Awful. Washer/Dyer needs replacing. Ceiling fans dirty and out dated.. the list goes on. But the view from our balcony as Always second to none. Will be back just not sure at a Brett property... definitely not the V run 712 read more

Easy reservations and occupancy of a very nice property to enjoy a week on the gulf... Not only that, when I accidentally left my wallet in a drawer, they called to tell me they found it and then mailed it back to me! Outstanding! read more

WARNING: Fees are outrageous! We have stayed in Phoenix West at least 9 Winters. It is a lovely building and the staff is friendly. Initially our stays were booked through realtors other than Brett Robinson, but we went with BR the last few years. We knew their prices seemed to be a bit higher, but we thought we were building a relationship. Ha! Every year the fees include a hefty cleaning fee, parking fee (2 Passes), etc. But when we renewed for 2025 the total fees were higher, and we were not told that now the parking fees are not included and we will need to pay out-of-pocket upon arrival. When we heard about that change from other renters we asked for a list of all fees. We then called a BR representative to discuss. Here is what we learned. The cleaning fee is almost $400 even though we are here 2 months and they clean it once. There is a reservation fee of $100. Really?? I call to say I will renew my stay for next year and that 10 minute conversation costs me 100 big ones? The use of a credit card caused a $270 fee (that is the only fee they agreed to drop if I let them take cash out of my bank account directly). No one uses the landline phone in the unit, even the front desk called our cell phones when packages were delivered. But they refuse to remove that fee because the phone is "required" for 911 calls. Oh really? How come when we rented in the same building with other realtors the phone was not operable and we did not pay for it. That tells me the only "requirement" is another fee for BR. We do not fault the owners of the units to charge what they need to cover their costs of ownership, and we understand some fees of administration are necessary, but BR has pushed fees too far. So, if we can we will return to Phoenix West after our 2025 stay. But it will be booked through a different realtor, or we will find alternative lodging, or we will stay home. John B read more

We are staying at Phoenix East, Orange Beach, AL unit 1202 for 4 days. The "starter" set for 2 grown adults for bathroom supplies is ONE roll of thin toilet paper and a small hand soap. It basically screams, "We are cheap as hell & go pay for your own toilet paper!". We own an Airbnb and for a group staying the weekend - the weekend ONLY - we provide better quality toilet paper, more of it, shampoo, conditioner, and body wash....in ALL 3 bathrooms!!! It is such a small thing that tells your customer you are important to them & they care about your experience. Plus, appliances are broken including the toaster & book stand. Absolutely no coffee items provided - at our Airbnb, we provide coffee pods, creamer, and sweetener. Bret Robinson also does not provide liquid dish soap to wash THEIR dishes! And, at our Airbnb, we not only provide liquid dish soap, but dishwasher tablets and scrubbing brushes. In general, I would highly encourage you to shop around and NOT settle on Bret Robinson as they are clearly out for just the profit. read more

Filthy!! Recently went on a much needed vacay with 3 of my most favorite people in the entire world. We did our due diligence and chose a condo which would meet our needs and afford us our own rooms. I am such a laid back person, especially on vacation...but THIS!!! The condo, a Brett/Robinson property, Phoenix Gulf Shores, was 5 years old, beautiful and roomy in the online photos; albeit, overpriced ($4,151.98/7 nights) )since it was fall break for many and the week prior to Shrimpfest. Upon arrival, we were mortified at how filthy the unit was. I will let the pictures speak for themselves. Dirt and Sand in the floor, filthy furniture, holes in the sheets, broken trays in fridge, black mold on the base board, 2 roaches in my bed, broken leg on dining room chair, broken lights, filthy dining room chairs, grease on sheets, stained towels, gunk in the shower, unclean floors, cobwebs and dust on chandelier, furniture missing on deck, dirty liquid on bedroom wall, broken ironing board. no lid on trash can, finger prints on sliding glass door/appliances, smoke/ fire smell when running dryer and extreme heat from ice maker. When I complained to the property manager, she sent someone to clean the living room furniture (but they didn't touch the filthy dining room chairs), bring a few towels and resweep the floor.... the next morning, I discovered that my my vitamin D3 and B12 gummies were missing, along with a anti-inflammatory pill. When I reported the missing meds, I was told they "train" their employees not to take things belonging to guest (how naive can she be or stupid did she think I was) . She offered us a $200 refund (4% of total price) like that would make up for the filth we had to live in for the week. Note that at this time has yet to be refunded. This wouldn't have been acceptable even if the room were $75 a night instead of the $593.14 a night they charged us. I tried 3x to rectify this while there and called 17x today, being put on hold 10 min. each time before getting a "can't take your call recording". Called the corporate office and asked to speak to a manager who would be over the condo manager...I was transferred right back to Kaylee (the property manager who I had already dealt with ... and her response was, Ms. Carter, are you wanting to discuss this AGAIN!!! I tried to explain that she has 2 life safety issues in this unit and it could easily catch on fire...and put 80 condos and their occupants lives at risk. She claimed to not no of these, yet her clerk took notes on it. I asked to speak to her manager, she told me she was THE MANAGER. i told her that unless her last name was Brett or Robinson...she had a manager...she hung up on me. I can guarantee the owners of this beautiful unit have no idea how filthy and I maintained Brett/Robinson has let their unit become. I have 39 total pictures, will post a few for your review. read more

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Just returned home after a long weekend in Orange Beach. We stayed at the Phoenix II, unit 2113. The unit was pretty shabby - lots of chipped paint, dinks in the walls, run-down furniture in the bedrooms, light bulbs out, and broken lamps. The overhead light in the kitchen was not working, which we reported to management right away. We were told that they would put in a work order, but no one ever came to fix it. We did, however, get a visit from a maintenance person who told us that apparently the toilet in the master bathroom was leaking into the unit below and the water to it would have to be turned off. We understand that things like this happen, but we were offered no compensation of any kind for this major inconvenience. We told this maintenance person about the broken light in the kitchen, but still no one came to fix it. By far, the best part of the unit was the balcony from which we enjoyed magnificent views of the beach, sea birds, and dolphins. We liked Orange Beach and will return, but we will find a different place to stay. read more

We arrived at 4pm...our check-in day. We were told the room wasn't ready. We had to wait 45 minutes on the room. Then we had to wait another 45 minutes because only one elevator was working and everyone was waiting to get up to their rooms. We finally get into the room and it hasnt been cleaned. It smells like cat pee. apparently everyone leaves the front desk at 5 pm. At 11 pm when we get ready for bed we realize there is no bedding for the pullout bed so we have to drive from phoenix 1 to Phoenix 3 to get sheets and a blanket .....which , by the way, the sheet had a big yellow pee stain on it, because there is no one at the desk at phoenix 1. We get up the following morning to go to the pool.....they have decided to do maintenance.....in June in the middle of the day......in their peak season. They needed to replace some tiles on the inside of the pool....so the pool is closed all day......in June........during the peak season...... it wouldn't be so bad if we were staying in a cheap hotel....we paid 1900$ for five days plus 55$ parking that they don't mention until the day before your arrival. Needless to say this has been a horrible experience and I would never recommend Brett Robinson or Phoenix 1 read more

I stayed at a Brett Robinson hotel On Memorial Day 2025. More specifically, phoenix all suites west!! Worst experience of my life! I got bed bug bites all over my body. My face swelled up so bad that I looked like a different person! I missed a week of work and went to the doctor to confirm that this was bed bug bites! When we checked in, I found what appeared to be blood on the towels laying against the shower. The glass window had hand prints all over it. When I called to report this to asst manager, Sonya did not return my call. The next day, I called again. Sonya was rude and interrupted everything I said giving me excuses for all the things I had reported to her. When I asked to speak to a higher level of management, she said she was not allowed to give out a number or email to report. I guess the asst manager is top of the line for all suites west! Sonya was not helpful and made excuses for lousy service. I have booked with Brett Robinson for more than 25 years. Never had anything like this happen. I will never do business with these people again! For all of you that stay there, stay away from the 12th floor! BED BUGS!! read more

Lack of transparency on website. Paid for condo, then charged fee to park once we arrived. No floats provided for lazy river. Condo in disrepair. Had to call to get code to get in room. They did not text us and had us running to different buildings. Charged a 10 cash refundable fee to use gym. Phoenix on the Bay 2 Will never use them again. They still haven't responded to email. read more

Update several days later: Sent email as instructed to the email noted in the response with no reply. Why even respond, Shelby?? read more

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was totally eaten up by bed bugs at Phoenix Suites West, Gulf Shores. Had over 50 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. If there was a way to post here the photos I took showing how horrible these bites and bugs were, I would do so. read more

The management at Phoenix X were very unprofessional. We stayed in Phoenix X Unit 1401. One of the bedrooms had a leak in the ceiling and it has been there for quite a while since there was a stain and the master bath garden tub was damaged from underneath. Standing in it felt like it was going to come out from under you. We spent our whole time there chasing management for resolution. This was ridiculous. read more

Best agent that I've had the pleasure of working with. His knowledge of the market and the area really helped with our decision to purchase a Phoenix Condominium. read more

This review is for Phoenix V, Unit 103. First we had to pay $150.00 more to park for 3 cars. This was not mentioned. The dish network was down in this room the entire time. It was looked at they said new lines had to be run. So, no tv with 3 little kids!!!!. The back bedroom was hot, air did not cool it at all. Tried the fans that was in the room but and they were dirty and did not work. The bathtub in the hall could not be plugged for a bath for small children. This condo needs updating terribly. Doors are rusted on outside. For almost $3,000.00 we were charged, it should have been better. Our family had not had a vacation since 2007, it was such a disappointment. On top of it being a bad experience we had to leave a day early because of sickness. read more

I've used Brett Robison since the 1990s. Won't be using them again sorry to say. In March we were at Phoenix East and the bed was like sleeping on box springs on the floor.And now we are at Phoenix west II. Tub stands in water,and I've called twice for our ice machine.Crickets. I'm adding a few pics of paint peeling,oh and kitchen sink faucet is broken. Over 3000 grand for this run down room . Will be using VRBO from now on. read more

Brett Robinson - Vacation Rental Agents Near Me - Gulf Shores, Alabama

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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. Date of experience: February 04, 2023 read more

I have had a group staying at BR for the last 15 years. Until this year, we have ALWAYS had a great experience. This year, we walk into our condo to find cabinet doors falling off in the kitchen, holes the the curtains, lights that didn't work in the kitchen overhead that didn't work, the master bed support bar was about to collapse, the couches were torn and/or so worn that it was like sitting in a hole. Also the tubs had dirty spots that made them look as if they hadn't been sanitized. We called as soon as we arrived to have these items taken care of and we are still waiting for that. I am very disappointed to pay the kind of money we do and not get any response to these issues. I realize these units get a lot of wear and tear but when some of them could be safety issues, they should be addressed timely. This unit needs some TLC. (#1411 Phoenix on the Bay) read more

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We stayed in Phoenix 2 room 2104. It was horrible! The air conditioning did not work from the day we arrived. We reported it our 1st morning and each time we called we were assured someone would be up there to fix it. They would not give us another room or even a fan. We had to go buy one. Our room stayed between 78-81 degrees the whole time. Then on day 2 a maintenance man came to "fix" an outlet in the kitchen that was an old work order. 2 outlets kept blowing fuses after that including the one to our refrigerator. We ended up throwing all our food out. The customer service was polite but just kept giving us false reassurance and the maintenance people never fixed anything. We did get some of our money back but only after a long discussion. read more

Having been an owner for 5 years at Phoenix VI (a Brett-Robinson property), I was surprised to see how poorly our unit in Phoenix VII, #514 was cleaned. The drapes had red sauce on them. The floors were so dirty my wife threw out her white socks after the first day. The original little girl toilet seat needs to be upgraded to accommodate adults. And the decor, with sections of torn down wallpaper, need to be fixed. 2 STARS AT BEST. read more

My family and I just returned home from a stay at a Brett-Robinson property. My wife got a horrible case of bed bug bites from the Phoenix III Unit 3145. I understand things happen out of their control. However, their policy around this is unacceptable. they offered to give me one night of our stay back as a "gesture" because they can't take out an insurance policy to protect from something that is "no one's fault." needles to say, we turned that offer down. sorry. when you have a guest staying in your property go to urgent care and get two shots, prescriptions, pack up and leave in the middle of the night, and spend three hours upon returning home to completely detox every item brought on their "vacation", you might just have to come out of pocket a little more.  also found a protective corn pad stuck in their sheets when I went to wash them myself. some of the blood stains on the sheets look older than what could be mine or my daughter's. The owner of this unit was also contacted per management and also switch they would not refund anything. their policy doesn't take care of the health and safety of their renters. do not use this company. read more

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We are currently staying at Phoenix East for Spring Break. The unit is nice, but we were informed once here we couldn't get bath towels or garbage bags. We were expected to wash our towels ourselves & purchase laundry soap & trash bags. We are here with 5 people total & on a vacation. Our plan was never to have to do our own laundry. We've stayed in many condos on Spring Break & these things were not something we had to ever do. On top of that after a day at the beach, we came back to get ready to go out for dinner only to find there was no hot water in our unit. We were told a ticket was made & a maintenance man wouldn't be in until after 6pm. Just very disappointing when you plan a vacation & it almost doesn't feel like one at all! read more

As others have said, don't count on your reservation meaning anything here. We are 2 for 2 now. Booked a 3-bedroom corner unit in Phoenix IX for Thanksgiving 2019 back in July, placed deposit and received confirmation. At the end of Sept., got a call from Brett Robinson saying that the owners were quitting the rental program and we would have to be moved. That close to Thanksgiving, not much was available. We were placed in a regular unit in the same bldg. for the same price as the corner unit. No discount and they justified keeping the rate the same because they claimed the unit was equivalent to a corner (it was NOT). Despite feeling cheated, we still had a good time so on Black Friday, while we were still there, we got online and booked a corner unit for next Thanksgiving. What are the odds of that happening twice, right? Put the deposit down and received confirmation. Got a call two weeks ago (it's Jan now) from Brett Robinson informing me that there was a mistake and the condo should not have been available for booking as the owners intended to use it then. The other corner unit is now booked but they could put me in a regular unit for the same price. NO!! I have ZERO confidence that a reservation means anything here other than a total bait and switch. You can draw your own conclusions but we are 2 for 2. I told them to cancel the reservation altogether and will rent elsewhere from now on. It's a shame... read more

If you are looking for a COVID safe place to stay at I would absolutely NOT recommend. The policies and cleaning procedures posted online and throughout the building that were supposed to be being followed were in fact not being followed. We stayed at Phoenix V and have for the last 5 years and will not ever again be back. The elevators were filthy, the outdoor pool had puke in it that was ignored, and was way over what it's occupancy should have been during this time, half the staff would have their masks off when I would see them, I never once saw anyone cleaning except for people cleaning in rooms when guests checked out, the cleanliness of our unit was subpar and everything in our unit was falling apart from the faucets coming out, furniture that was broken, and wall decor barely hanging on the walls, my 16 month old accidentally broke a lamp in our unit and I tried to do the right thing by calling the front to pay for it and we looked everywhere for a replacement (which we found for $75) I got a call back saying the single lamp cost $250 to replace, let me be clear that nothing in this unit was properly working or installed so to ask for $250 for a lamp seems absolutely absurd to me and everyone I have spoken with. Every night my husband and I treated our unit as we do our own kitchen and cleaned up every much of the kitchen and where our children had been. This is something we do constantly at home, of course I would treat a strangers space with the same courtesy and respect. Back to my B/R issues though, things within their control. No one was social distancing and guest were not wearing masks. In elevators we were a family of four and already pretty crowded ourselves in the elevator and every ride someone and even one time up to 5 people would jump in with us and while we were wearing our masks they were not. Smoking, cigarette butts and empty beer cans were everywhere, when we were on our balcony trying to enjoy breakfast or lunch or dinner you could always smell smoke from a neighboring unit, in the pool people and their cigarettes were everywhere, my child almost got burned at one point and on the beach while sitting in our rental chairs 4 groups around us were all smoking, letting their trash fly all over the beach, etc. our door was ding-dong ditched every night by the family in the unit next to us, mind you I have a 16 month old and 4 year old who were in bed by 7:30pm every night. Also three times we got on the elevator someone had pushed every single button. Children were constantly left unattended in the pool and splash pad areas, at one point I saw a 5 year old girl babysitting a 2 year old girl in the pool, because that's safe and while that is outside of B/R control if this is the kind of clientele they are serving I do not want to be going to these properties. From what I've gathered in talking to locals I did interact with they said they would never stay in any of the B/R properties. So if this company has that kind of reputation with the locals to me that's speaking volumes and I don't want to be apart of that. This trip was supposed to be a relaxing trip for us, our daughter was born still during the early months of COVID and she was due to be born this week, so this was a mental and emotional escape to somewhere we could relax and enjoy ourselves as a family and we did not get to do that like we have in years prior. The Phoenix V property from my experience over the last 5 years is continuing to go downhill and I can not recommend it to anyone who is looking for a family beach getaway that's also responsibly practicing COVID mandated guidelines from the federal and state health agencies. Extremely disappointed. read more

My wife and I made a reservation for January, 23. In November of 22 we paid all final reservation fees. Unfortunately, in late November she was hospitalized in Birmingham in the CVICU. Recognizing her health care challenge would prevent us from being able to be at the beach We contacted Brett Robinson's corporate office. We ask if we could reschedule, gift the reservation to our church ministerial staff, or obtain a refund. All three solutions were not acceptable to the corporation and as a result we lost over $3,000. Once you are in the 60-day window there is no opportunity to reschedule or obtain a refund. (During the conversation I even ask if a death in the family would meet a refund opportunity and was told the same policy would be implemented as in our case. Amazing!) read more

Stayed at Seacrest in Gulf Shores near orange Beach at Seacrest. Didn't tell you that the elevator didn't work so older couple carried everything 3 flights of stairs. Reported and the said they would get back to you but never heard from them and no effort was made to repair the elevator. Construction workers overlook pool during the day to watch you. Left a day early because couldn't keep doing 3 flights of stairs. Worst rental ever. read more

This is the worst company to work for. They don't communicate anything with anyone. They use you and throw you away like trash.The pay is very little for the work you do. I made a formal complaint about another employee and nothing was done about it. Employees sleep on the job and no one does anything about it. I've heard employees talk about drinking and doing drugs while at work and no one cares. The managers are very unprofessional. Do not work here! read more