Brett/Robinson Vacation Rentals specializes in providing a diverse selection of vacation rental properties along the Gulf Shores and Orange Beach areas. The company offers a range of accommodations, including condos and beach houses, catering to families, couples, and groups seeking a memorable getaway. With an extensive portfolio of properties, Brett/Robinson aims to meet the varying needs of vacationers looking for beachfront access, modern amenities, and a comfortable stay.
The company’s website, www.brett-robinson.com, features an easy-to-navigate platform where customers can browse available rentals, check rates, and make reservations. Targeting individuals and families interested in vacationing in Alabama's coastal regions, Brett/Robinson provides essential information to help guests plan their ideal vacation experience.
Brett/Robinson Vacation Rentals has a positive customer experience.
Brett/Robinson Vacation Rentals receives a mix of feedback from customers, with a notable portion expressing dissatisfaction. Many reviewers appreciate the quality of the condos, highlighting comfortable beds and well-maintained units, particularly at locations like Phoenix IX.
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However, numerous complaints arise regarding cleanliness and maintenance issues, with reports of mold infestations, bed bugs, and dirty linens in various units. Customers also voice frustration over poor customer service, including long wait times for check-in and unresponsive staff. While some guests commend individual team members for their assistance, the overall sentiment reflects significant concerns about the condition of the properties and the company's handling of issues. Consequently, the prevailing sentiment leans towards the negative.
1,000 customer reviewsLatest review over a year ago
Where the score comes from
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
4.0
1,000
100%
● Low
4.0 / 5 overall
=
1,000 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
2.0
12-month avg
1.3
All-time
4.0
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
1.0
2
Sep 24
—
0
Oct 24
1.0
2
Nov 24
—
0
Dec 24
—
0
Jan 25
—
0
Feb 25
—
0
Mar 25
—
0
Apr 25
—
0
May 25
—
0
Jun 25
1.0
1
Jul 25
3.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 308 positive reviews
Friendly staff17%
52 mentions
Helpful support16%
50 mentions
Easy to use10%
30 mentions
Customer service7%
22 mentions
“The staff here are very friendly and helpful and the premises are immaculate”
On “Friendly staff” · Sep 14, 2020
Top complaintsof 106 negative reviews
Payment issues21%
22 mentions
Pricing11%
12 mentions
Defective product10%
11 mentions
Customer service9%
10 mentions
“I am staying at Phoenix I, and someone threw a white powdery water mix on one side of my black car”
On “Payment issues” · Oct 28, 2024
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Vacation Rentals.
Overall rating and review count for this company and similar companies
Health Hazard Alert – Unit 1002 is Infested with Black Mold
We 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.
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!!!
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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.
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!!
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.
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.
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.
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
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!!!!!!!!
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.
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
The carpet is stained and soiled. The bathroom vanity is rotting at the base. The tangled cables hanging from the wall mount tv appears to have beed installed by less than a professional technician. The furniture has been broken, poorly repaired and should be replaced. The wall clock doesn't have hands on FB it. The 'radio, disc and tape player stereo does not work and is circa 1980ish. The refrigerator froze our food. Refrigerator was replaced but no offer to compensate our loss.
The office staff needs basic 'hospitality training'.
Sorry for the truthful review. Unit 201 is very disappointing and no one should rent it until improvements are made
The rental company refused to let my college student stay in their facility but kept his $800 payment. Their position is he should have read the fine print on minimum age requirements. I will no longer be spending the $3000-$5000 I spend annually with this company. Hopefully I will find a decent rental agent for my family and businesses in the future.
We came to Orange Beach on August 7th and was really looking forward to it. We always stay at Phoenix 5 and haven't had any problems until this visit. We stayed in room P402 and online in the description it tells you twice that this room comes with a covered parking space in with the price, NOT!!!! The tub would not drain right and the kitchen could use some more dishes for main use. Other than that the room was nice. Feel like since I had to pay to park I should have been reimbursed on parking. Need to change your description on this room cause don't want someone else thinking they will get the same thing we didn't get.
My 3 daughters and I checked in this evening. It was just after 8 pm. Upon waiting for the east side elevator, I decided to go up the east side staircase due to elevator being busy. When I attempted to open the door to the stairs, a woman promptly kept me from opening the door and said “you can’t come in here.” Her and a man we’re in there together, I had to wait for him to pull his pants up before they exited as he was apologizing and she was telling him she was sorry for me interrupting them. When I came to the “office” I made the desk clerk aware and they alerted security. When we went to our room it was absolutely disgusting, our floors were filthy as were or linens and furniture. Hair was all over our room and there was a used bandage on the floor with hair stuck to it. I then attempted to call the office with no answer. I called the Brett Robinson office and spoke with an extremely unprofessional young woman, Allie. She proceeded to talk slowly and be condescending as though I couldn’t understand her when I explained for the second time that All Suites Staff had been zero help and I would prefer to speak to the on call manager. I then went back downstairs and spoke to the same male clerk, who I begged to, call the on call manager, let me pay to upgrade or do anything I had to, to get out of here. He then called house keeping staff to clean my room “again”. While it was cleaner, my oldest daughter and I had already cleaned the room we paid $3000 for. I’m truly disgusted and quite frankly very upset. I traveled 9 hours today to come to a hotel to find someone giving oral sex in a staircase with my 3 daughters in tow and arrive in a truly disgusting room and be treated as though I’m slow, to have the room re-cleaned after I’d scrubbed bodily fluids off the walls, hair off the floors, and crap off the counter tops. Please give me a call asap.
I have always stayed at a Phoenix property when going to Orange beach and I am talking about at least for the past 15-20 years. The Phoenix 1 was obviously a bit older, but never had an issue. Mostly stayed at the Phoenix 10 though. However, this past weekend, I tell my new fiancee that we need to stay at a Phoenix property. She was able to find a two bedroom with a "reasonable" price for this time of year. This was her first time staying in Orange Beach, as she and her daughter are usually Destin people. But, with a new 6 month old, I talked them into saving a couple of hours driving and staying at orange beach. Her teen daughter invited three friends. We found a condo at the Phoenix East 2. I have never stayed there, but with the pics online, it looked like a great option. We arrive and had a very smooth check in. We were told not to park in "owner" spots. Weird, considering if we were renting a condo from an "owner," then the owner wouldn't be there to use their spots. It was upsetting to see all those empty parking spaces as we drove up and seeing how far we would have to eventually park. But, fine, whatever.
We unload and go to the third floor unit. Upon arrival to the door, I noticed this unit had the most disgusting door in need of a paint job. By now, it was getting dark as we had a late start. I park the cars and return. I get off of the elevator on the third floor and turn towards the direction of the condo. There is a window by the door that has some wooden "blinds" down giving the apparent illusion that no one can see through them when you are inside with the lights on. However, there I am, stepping off the elevator, I see one of the girls, clear as day, using the bathroom in their room. Yes, the window has a straight shot to the first bedroom and all the way directly to the bathroom. I sped up my pace, opened the door and told the girls to close their bedroom door right away. After they came out, I had to rig a blanket to hang over the window as there was nothing else to provide ANY privacy through that window.
I then get to walk into the unit and look around. The pictures were nothing like what we stayed in. Words used such as "updated kitchen and bathroom counters" and what not, were cleverly used to not describe the actual condo. The pictures of the master bathroom were of the counters with the door to the shower room closed. Of course it was obvious they did not want to show the very out of date shower that was in there. I went to take a shower in there and the shower head fell to the tub when I went to touch it. The grip of the shower head was broken on one side and the shower head was strategically placed to where it would stay up there just as long as no one touched it. Not to mention the base of the showerhead was not even flush to the wall. It was sticking out a few inches and the piping was loose. We called for maintenance to fix it and they tell us they haven't been able to reach him all day and they only have one guy there for all the units. So, we would just have to wait. Needless to say, it was amazing that he was the best part of the whole experience. He came the next day and replace the shower head. I am just amazed that the cleaning people or the last people to stay there didn't let the property know that it would need to be fixed.
Besides the new fridge, countertops and stove, everything about the condo made me feel like I was living in the 60's. The couch and chairs were a weird fake plastic material that stuck to any bare skin that touched it, and I can only imagine what bare skin touched it and I highly doubt the cleaning crews disinfect them after each guest.
The walls were painted a weird greenish color that was fading and obviously not having a new coat of paint in many years. The TVs in there were outdated. Flatscreen yes, but the thick kind like the original flatscreens. I can buy a new one that size for maybe $200 and I can only assume that these are old TVs from the owners home or something. The beds were not comfortable, the pillow I was sleeping on is sealed tight or something because during the night I laid on it in a way that it actually felt like a balloon full of air. The lights in there...I despise the "daylight" color light bulbs as they give off that fluorescent light feeling at my office. The lamps in the unit had the soft white lights whereas the ceiling lights almost blinded me when we turned them on at night. It was WAY smaller than the pictures led us to believe, good job to the photographer for that one.
I do not see how 4 adults would be comfortable. Let alone the 6 it is advertised as being able to sleep.
I was embarrassed because I recommended Phoenix properties, but this one was as if they bought a building and put "Phoenix" on it. The owner of this unit obviously doesn't care about it, heck, I would bet the owners never even stay there. If I owned it, I wouldn't stay there.
Brett/Robinson Vacation Rentals specializes in providing a diverse selection of vacation rental properties along the Gulf Shores and Orange Beach areas. The company offers a range of accommodations, including condos and beach houses, catering to families, couples, and groups seeking a memorable getaway. With an extensive portfolio of properties, Brett/Robinson aims to meet the varying needs of vacationers looking for beachfront access, modern amenities, and a comfortable stay.
The company’s website, www.brett-robinson.com, features an easy-to-navigate platform where customers can browse available rentals, check rates, and make reservations. Targeting individuals and families interested in vacationing in Alabama's coastal regions, Brett/Robinson provides essential information to help guests plan their ideal vacation experience.
