Phoenix on the Bay by Brett Robinson Vacations

** 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

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