Review Time
Booked 4 units totalingover $12k Then we were told the pool didn't work, there would be noisy construction during the stay. Notification came AFTER booking and paying full price. Also were told the water was going to be shut off randomly between 10 and 4.
Nothing mentioned previously, we called asking for a different unit weeks in advance to be told nope.
If a unit isn't going to be enjoyable DON'T rent it! Horrible service. My family had used Brett Robinson for many years. 25 actually.
No more. Unacceptable.
Booked 4 units totalingover $12k Then we were told the pool didn't work, there would be noisy construction during the stay. Notification came AFTER booking and paying full price. Also were told the water was going to be shut off randomly between 10 and 4.Nothing mentioned previously, we called asking for a different unit weeks in advance to be told nope. If a unit isn't going to be enjoyable DON'T rent it! Horrible service. My family had used Brett Robinson for many years. 25 actually. No more. Unacceptable.
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.
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.
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.
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.
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
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!!!
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.
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.
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