Phoenix on the Bay by Brett Robinson Vacations

They canceled the trip 2 days before the trip. We will never rent through Brett Robinson again.

** We have made multiple attempts of contacting management prior to making this public review with ABSOLUTELY NO RESPONSE from anyone!! This property is managed by BRETT-ROBINSON. Sabrina Downey, who supposedly handles complaints, has not returned any calls. I have left multiple messages with Leah and Beverly who took all of my information without any response. This is absolutely no way to treat people!!!!! Multiple people around the condo agreed prior to this event even happening!! Unfortunately this will now be handled in Small Claims court. I am writing to give feedback regarding our experience that happened at Phoenix on the Bay last night to our family. Our reservation was for Sept 1-4 (Confirmation Number: ******* We have been going to POB for many years and have always enjoyed it. We have seen many dogs on the property with several guests before, therefore we assumed that the property was pet friendly. We brought our small 12 year old dog with us this time. Saturday night, while my daughter was walking him (on a leash), she was approached by Chris Bradley, the security guard on duty. We had witnessed him earlier at the pool making everyone's experience terrible. He walks around the pool being extremely rude to everyone for no reason at all. One doesn't have to be rude, to enforce rules. When he approached my daughter he was extremely rude to her and told her that the dog wasn't allowed on the property. In pure panic and worry, she was trying to call us, but we were down by the pool while my husband was grilling our dinner. By the time we made it back up to the room she was in total disarray because she didn't know what to do. Just like any parent would do, we got defensive with Chris about how he was treating our daughter. We were not refusing to remove our dog from the property, we were trying to figure out what we were going to do to fix the situation. We had a total of 8 of us, so trying to figure out the plan without packing everyone up was our goal. At this point, Chris got upset because he said we weren't "moving fast enough". We had hundreds of dollars in steaks/food that just came off the grill, and hungry teenagers. He called a lady on the phone and told her several lies and they made the decision that we need to be ejected from the property. I went to the front desk to ask for help, but the front desk clerk wouldn't even look up and speak to me. I ended up attempting to go speak with Chris and his partner again who were parked on a golf cart right outside our room. He began to laugh, pointing his fingers, and even posed for a picture when I was trying to get a picture of him to file a formal complaint (pictures attached) He thought this whole thing was funny. Our daughter ended up getting in her car and driving around until we could figure out what to do. Chris then took this to another level and called the Orange County Police department and had them search our condo for the dog. The cops were baffled at why they were there

I don’t even know where to start honestly! So I guess I will start by stating that my family and I have been going to Phoenix on the bay for 14+ years now and we have never had encounters like this before, but first things first as soon as we got there we went to the pool and the slide was shut down supposedly cause 3 little ones went down together. But that’s the least eventful around 8:45 on July fourth my family and I were taking pictures before we watched fireworks for the fourth you know happy vacay stuff.Until we received a call from my aunt who was walking to her condo from the car and got told by a security guard that there was a man walking around with a AR a tact vest and 4 magazine and to get to the room immediately! Yet they failed to close the pool down and to tell anyone who didn’t find out from our family they also failed to keep in touch so we called them 3 hours later! They said everything was all clear and we had stuff at the pool so we went down and less then two minutes of getting down to the pool pob 2 had a siren go off saying there was a situation and for them to get and stay in their rooms yet we had never gotten a siren or anything we had to find out on our on. But we had an all clear RIGHT? WRONG… we quickly ran up and we’re in lockdown with swat searching all around until 1:30 when we got a paper on our door saying everything was fine and there was no proof that he was ever there they never even checked the units and they covered it up as fireworks!!! Will not be spending my money on pob again!!