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Hurricane Sally Frequently Asked Questions

Book a New Reservation 
Q: I would like to make a new reservation, is that possible? 
A: Absolutely, Brett/Robinson would love to welcome you to the coast. The majority of our buildings are now open, as well as the beaches. Please book online, or give one of our vacation experts a call at 800-221-0258!

Unit Condition
Q: I have an upcoming reservation. When will I know if my specific rental unit is okay? Will I be moved to a different rental unit? 
A: You will know before your scheduled arrival day. We will only move you to another location if your original unit was negatively impacted by Hurricane Sally. If we need to move you to another unit or building, our reservations team will contact you. If you have not heard from us prior to your arrival, please contact us , or send us an email at info@brett-robinson.com  

Check-Ins: Phoenix West II
 Q: I have an upcoming reservation at Phoenix West II. When will a reopening date be established? 
A: Our team is working to determine an opening date for this final location. Our customer care center will be contacting you if you have an upcoming check-in here. You will need to be moved to a comparable unit, reschedule your vacation, or cancel your trip. When our care team contacts you, they will be able to assist in that process.

Cancellations
Q: I would like to cancel my trip at this time. What are my next steps?
A: Please contact us at 800-221-0258, or send us an email at info@brett-robinson.com. Our customer care team will be able to cancel your reservation and issue a full refund per our Worry Free Booking policy. Click here to learn more about our Worry-Free Booking policy.
 
 Refunds
Q: My trip was affected by Hurricane Sally. Will I receive a refund?
A: Brett/Robinson honors our Worry Free Booking policy, and offers 100% refundable vacations, no questions asked. A refund for all unused portions of your stay will be processed automatically upon cancellation. We ask for patience as our team works to issue these refunds. Click here to learn more about our Worry-Free Booking policy. 

Refund Availability
 Q: If I choose to cancel, when will my refund be available?
A: Refunds are processed automatically upon cancellation. The specific date you receive your refund will depend on who you bank with. This process can take 5-7 business days to post.
 
 Monthly Rentals
Q: I vacated my monthly rental due to Hurricane Sally. I would like to return, what can I expect? 
A: If you reserved a monthly rental for September 2020 or October 2020, please contact us at 800-221-0258, or send us an email at info@brett-robinson.com. Our customer care team will be able to walk you through the next steps based on your specific situation. 

Beach Access
Q: Will I have access to the beach during my trip?
A: Those staying at our Phoenix properties will have access to the beach. Beaches opened the morning of Friday, October 2nd, however not all public beaches have reopened. If a Phoenix building experienced boardwalk damage during Hurricane Sally, there will be temporary walkovers in place or beach access through a neighboring property. 
Q: I am not staying at a Phoenix/Beachfront property. Can I access the beach?
A:  The public beach access points are temporarily closed. If you are staying at a property without direct access to the beach, please contact the front desk or our reservations department to discuss additional options. We will work with you to allow you entrance to the beach through one of our Phoenix properties. 

Amenities
Q: Will I be able to access the pool and additional facilities at Phoenix properties? 
A: The majority of our  buildings have access to pools, lazy rivers, and other facilities. If you have a specific location question, send us a message on social media, or give us a call. 

Internet & Phone Service 
Q: Will I have access to internet and phone service during my vacation?
A: Internet & phone service has been reestablished in each of our buildings. 

Contact Brett/Robinson
Q: I called 800-221-0258 and have been on hold for a long time/ When I call the phones do not ring. Are the phones operational at this time?
A: Currently our phone lines are operational. Our call center is experiencing a high volume of incoming calls and emails. Please be patient. We promise to work through each individual question and concern. If you cannot wait for someone to answer the phone, please contact us via email at the following email address: info@brett-robinson.com
 
Vacation Expectations
 Q: What can I expect the area to be like should I choose to vacation on the coast right now?
A:       

  • Relax responsibly on vacation. Our community continues to work towards cleaning our beaches. Take care when walking on the beach. It’s a good idea to wear shoes as you make your way across the sand. 
  • Properties may have sustained damage needing repair possibly during your stay.
  • Piles of debris and trash are all along roadways.
  • Not all businesses and restaurants have reopened. A list of open restaurants and attractions is being updated daily.
  • As of 10.1 most grocery stores are open and have refrigeration or cold items available. If you are staying in Orange Beach, the Neighborhood Walmart does not yet have frozen items, but the Orange Beach Rouses & Publix does.