Brett/Robinson Vacation Rentals Reviews 

Rented 1325, 2 Bedroom, at the Phoenix on the back bay last week. When we arrived there was sand in the master bed, roaches in the master bathroom, ironing board in master bath with iron on top, (it almost fell on top of my sons head), microwave handle broken, garbage disposal broken, two tables in living area broken on the sides, only 3 towels for the unit, 1 remote for 3 TV's, lamps in living area did not work. The last day of our stay we found other towels in the dryer. On our way back home we contact Brett Robinson and they transferred my call, then transferred my call and no one ever called me back. Interesting enough everytime I called they wanted to rent me another condo but nobody to field complaints.

They have taken care of the issues and assured me that they wont happen again.

Phoenix West ii, Room 2204
I firmly believe that this room was not thoroughly cleaned like they stated they were doing due to the COVID. When I got in the bed, there was a face mask at the bottom in between the sheets. Apparently, they didnt change the sheets. There werent any blankets for the pull out sofa, which was non-existent, even though it stayed they had one. If a couple of my kids wouldnt have stayed home, we would not have had enough beds. There wasnt sample cooking equipment for 12 people. Nine of the pots were big enough to cook for all of us. The electrical outlet by the bed didnt work so I had to plug my phone in the bathroom.

We stayed at Phoenix All Suites and it was the perfect location and the beach area was amazing. The office staff and security were very helpful. We were room 110 and the view was absolutely amazing. We would sit on our balcony and watch the dolphins in the morning. Any issues that came up and there were only a couple of minor ones were handled promptly. Great customer service!!

Phoenix 3 Unit 3158 is a beautiful unit. My family of 5 stayed there in July 2020. There was plenty of room. The beds were very comfortable. The view was amazing. Great location! We would be happy to stay in this unit again.

We have stayed at Brett Robinson Properties for years. We always have a great time and enjoy our stay. We just came home from staying at POB we only have one critique about our unit 1321. The beds need to be upgraded. The mattresses we very uncomfortable and we did not rest well. The unit was clean and quiet and the pools and lazy river are amazing.

The condo was clean and roomy. The front office staff and security staff were very friendly. We had a wonderful time. My only complaint was the dryer, it could not keep up with drying towels even bath towels.

We stayed at the Phoenix East and let me tell you, we WILL NOT BE BACK!!! First off our room was way smaller than it looked in the pictures, the washing machine and dryer were so loud I'm surprised it didn't wake up the whole floor. We were there 6 days. Night 3 our air went out. I picked up the phone to call the front desk only to realize our phone wasn't working either. I went down to the front desk at 9pm to get our air fixed. I was originally told it would be the following morning before they could get it fixed. Hell nonwas pretty much what I said and asked for a manager. I was told there wasn't one on duty but surprisingly they ended up getting a maintenance order in that night. The first repair man was a complete rude a** and finally threw his hands up in the air and said he gave up and didn't know what was wrong with it. The second one was very nice but didn't know what was wrong with it either so they had to get contract maintenance out. By the time contract maintenance came out and fixed it it was 1am. When we left 3 days later our phone was still not working. It was still apart and on the counter.

We stay at the Phoenix West doing the first part of June. We were scheduled for six days and on the third day there was a water break on the 20th floor which flooded the electrical of the hotel. Everything was shut down and the guest were asked to leave by 5 o’clock. Elevators were on generators and there was no electricity in the 28 floors of the building. We were instructed to pack and Vacate as soon as possible.
We feel that the Brett Robinson staff could’ve been more obliging at least offering a reimbursement for lost food that was unable to be saved due to no electricity. Of our six days three were refunded but we were forced to return 980 miles to our home with just a sorry. We were not happy.

We’ve been staying at Brett Robinson condos for 6 years. This was our 4th stay at Phoenix II West. This year was the absolute best. Condo was spotless at check in, beds had no comforters but we expected that, given the pandemic. The Phoenix II West is the place to stay if you have kids. In years past they had elevator issues and long waits for the elevator, not so this year. They were hitting on all cylinders from front desk, to elevators to housekeeping to parking. Staff always helpful and courteous. We will be back.

We were very disappointed that we had to wait 4 hours to check in. Also the manager in the office was very rude. The security guard Ray was the best person in the place. He was very nice and so funny!!

We took a family trip to Gulf shores and even during covid it was so nice and peaceful. With everything going on its definitely a great way to relax. Our condo was beautiful and so nice, it came with anything you'd want or need. Brett/Robinson will help you find the best option for you. We can't wait to go back!

I have been staying in Phoenix condos for 25 years and this last stay (July 4, 2020 weekend) was the worst. The check in time is 5:00, which is ridiculous. We check in at 4:00 and they tell us our room isn’t ready. We wait awhile (one hour) and go back to check and that is when they proceed to tell us that our room isn’t clean and housekeeping had gone home. They tell me at this point it will be two hours before we can get in the room (it was three hours, 8:30 p.m.). I have groceries, five kids, and two elderly parents in the car at this time. Talk about frustration! They tell my husband that they are short handed. STOP BOOKING, if you can’t keep up.

Also, the stairwells smelled like a urine.

We stay at Brett Robinson numerous times a year and this one was the worst ever!!! Phoenix 2 .... ceiling fan not working in one of the bedrooms, no blankets throughout the whole condo, kitchen light was out and not working, kitchen table (OMG)... dried food and crumbs ALL over it!!!!! I was grossed out... we had to scrub it and then placed towels over it so we would feel better! Chair in dining room was broken... the seat was just hanging on. The toilet seat in the master bath was broken and just set on there... my parents are older and this could have been a disaster!!! Im just so disappointed... we were there for a week.

We stayed at Gulf Shores Surf & Racquet Club, building A - 6 floor. Amazing views we loved it there, comfy bed the unit was large enough to spread out. My daughter loved being able to just cross the street to the non public beach, which was amazing especially during these trying times was really nice to just relax. Staying there you are away from the hustle and bustle of the town. Great place to go we will likely return. It is nice to have a little starter of stuff but a small dish soap would have been appreciated all we had was one for the dish washer.

The unit was nicely decorated, wonderfully easy walk out the door to the beach BUT there were some issues. The unit smelled awful. It smelled musty, mildew. We went to front desk immediately and let them know and they said they would send someone.... that never happened. We ended up going to store and purchasing plug ins to help with the smell.... it did nothing to mask the awful smell that welcomed us every time we returned. The lamps were missing light bulbs, the refrigerator / freezer had opened can drinks left in it, etc. In light of a pandemic going on you want to feel your condo has been cleaned above and beyond but this made us feel quite the opposite.

It would also be nice to provide small bottle of dishwashing soap to get you started, especially since you expect dishes to be cleaned prior to leaving.

The location is perfect. The decor is nice. However, the management of the condo should be better.

We stayed at Phoenix West the 29th of June- 2nd of July. We had planned to stay until the 6th but unfortunately due to the water leak we had to leave. First let me say that we throughly enjoyed the condo and what little we got to do at Phoenix West! But when the water leak happened is where our stay went south. I understand that it was a very random unfortunate event to occur, but the way the staff on site handled it, it could have been better. Not only did I have to call downstairs 3 times, but a friend who we shared the condo with had to call twice. Which I also understand they were fielding a lot of calls, but we received more information from Reservationists than we did from staff on site. We had to go downstairs on 2 different occasions- and finally the last time they let us know we had to check out and just wished us luck. No apologies. Just pack and go. I wish we had known 4 hours earlier that we needed to leave instead of them just letting us teeter on the fact of possibly continuing out our vacation. I am empathetic to the event that occurred as far as the leak, but the staff were so rude to not only us but other vacationers we had spoken with. A little bit of empathy and some compassion can go a long way.

I have been traveling from Texas to the Orange Beach/Gulf Shores area for vacation and staying in a Brett Robinson vacation rental for the last 20 years. I was reluctant to go to the beach this year due to the pandemic, but really needed the trip for mental health and felt this option was possibly the safest one.
The check in/out times are ridiculous. 5:00 is very late when you are trying to get organized for your stay and our room was not even ready at that time. 10:00 departure really cuts off needed time to take in the last few hours of vacation and leave without feeling frantic. We stayed at Phoenix East and upon check in, the front desk staff were less than friendly. Beyond signs that outlined social distancing and safety protocol, nothing was mentioned or emphasized. In fact, it seemed they could care less. The room was out dated in multiple ways, including ripped balcony chairs, a missing lounger chair that was shown in the room advertisement pictures, old appliances, the bathtub drain was clogged up, the coffee maker was dirty and burnt, and the refrigerator temperature could not be regulated appropriately freezing our food.
As far as the behavior I saw from most people, it was like a pandemic was not even a thing. There was no hand sanitizer leading to the pool area, I never saw commonly used handrails being disinfected and the beach was absolutely packed. I know the chair/umbrella rental company is a separate business, but surely people talk to each other. They were set up not only NOT socially distanced, but crammed together. It was impossible to not be enveloped in a sea of people who gave no mind to safety.
Part of me did not want to write a negative review, but with as much money that is invested in a stay with Brett Robinson, I have come to expect way more.

We stayed at Phoenix V June 21-25.
Our unit, 615, was obviously recently renovated and super nice. It was not available right at 5:00, but soon thereafter. There were some cleaning issues that we discovered as the trip went on and we reported them when we left. The walkways, beach and pool were crowded much of the time. It was hard to get an elevator, and when you did, it was usually packed. If it were not for the pandemic, this would actually be tolerable given that this is such a large complex. Hand sanitizers in more areas would be great. Perhaps staggering check-in times would also help the rush to get elevators in the afternoon.

Phoenix ix was very nice. During this pandemic I would have liked to see hand sanitizer on the gate to the beach. This is touched many times per day and no sanitizer except in the elevators. Also recommend hand sanitizer close to the buggies and luggage carts.

Phoenix V facilities were very nice and inviting. Pool and splash pad were fantastic. However, they chose to close off part of the pool area to repair the concrete during the middle of the day in the middle of peak season. Kind of odd timing. The room we had, #308, needs some serious attention. Dining table top was solid glass and wobbled and slid around like crazy. Not safe for a condo, just an accident waiting to happen. Master bedroom had a tv, but no remote that worked. One by the tv didn’t have batteries and there were about 6 in a nightstand drawer that looked to be 10-15 years old. Carpet was really old and worn out. Looked like the furniture was fairly new, but that’s kinda like putting lipstick on a pig if the rest of the condo is worn out. It also wasn’t quite as clean/sanitized as we expected during the middle of the coronavirus pandemic. The toilets were the size of something you would find in a daycare facility for toddlers, definitely not made for a grown adult. Might be time to do a little overhaul in this particular unit. We enjoyed our trip, but will not pay that much again for a subpar, outdated unit.