Super 8 by Wyndham Fruita — Hotel in Fruita

I booked this motel directly through the Wyndham reservation system and prepaid. I received a notification from Wyndham one the morning of our arrival. When the reservation was made I requested a 1st floor room near an exit and included pets in the reservation. Upon arrival the CSA advised me that our room was on the second floor. I advised of my request and inquired about any room on the first floor. I was informed that they would not change a prepaid reservation. As I had been driving for 9 hours I took the room ( which was fithy) and had to pay a 30 dollar deposit fee which I was told would be refunded immediately after checkout. After checkout I was charged and additional 50.00 for pets. I called the Super 8 Fruita to dispute the charge and to find out why the 30.00 had not been refunded. Kylie, who claims to be the manger told me the 30.00 will be reunded in 3 to 10 days which contradicts what I was told at check in. I questioned the 50.00 fee and she told me it was for pets in a non pet room. I attempted to explain that we booked a pet friendly room and it was the motel that put us in a non pet room. Kylie was extremely rude and refused to listen to anything I had to say and constantly interrupted me then she hung up on me. I called back to attempt to resolve the issues and she continued to refuse to allow me to speak. I asked her several times to please stop talking and at least listen to me. She continued in this manner until I had to end the call without resolution. Kylie is undoubtedly one of the worst customer service representatives in have ever encountered. And that is saying a lot as I worked in hospitality management in Las Vegas for 16 years and if If I had an agent or manager who treated a guest in the manner that Kylie did that person would be looking for other employment. If you are considering staying in Fruita Colorado in your travels consider this Super 8 as your last resort. Wyndham should be ashamed to allow this type of service in their brand.

As noted the owner responded to this review and like the staff is either totally unaware or outright lying. I have the confirmation from Wyndham that show we booked a King pet friendly room with our request for first floor near an exit. Apparently this Super 8 and the staff needs some remedial Customer service training. They are certainly not up to what I would consider Wyndham standards

If the owner will send me an email address I will send a copy of the confirmation showing his or her error. You also fail to address the rudeness and incompetence...

Would strongly advise against booking a room here unless you want your room entered while you're away and you have a dnd sign on your door by the owner and your property rummaged through and stolen. The hotel is what you would expect for the price, the staff was decent, the owner is a slimy scumbag. We came down here on an emergency trip to see my mother-in-law before she passed away, we had to leave in the middle of the night because of some complications with her. When we were headed back to the hotel, we got a call from the owner telling us we had to leave because my 1 and 3 and 7 year olds ate a muffin and got crumbs on the carpet. We asked to use their vacuum to take care of the crumbs because we don't leave our kids' messes for other people, and that was the owner's green light to invade our privacy and steal our personal items. We called the police and they met us there to get our belongings after the owner changed the key card trying to prevent us from getting back into our room. After going through our property we found items missing, specifically work items that were getting ready to be shipped off to our customers and we had to take these items to finish the orders during this trip because we had to leave last minute. You'll see his face on the arrests page soon and it probably isn't the first time and probably won't be the last. Save yourself the hassle, the stress, and the overpriced moldy motel. Protect your privacy, and get another hotel around the area .. P.S. There are cockroaches in the hotel. We killed TWO crawling on the wall during our 3 night stay. All around, just disgusting. Just like the so...

UPDATE - the owner's response below was the exact same email I received from the GM, Kylie Moeller. To be clear, the people hanging around out front WERE NOT long term guests as some of them were doing work tasks and helping behind the front desk. The attitude demonstrated about the deposit is exactly what I referred to in my original review. Management is clearly part of the problem at this property and I stand by my entire review.

We've stayed at this property multiple times before and had zero issues. I don't know if it's new ownership or new management, but the attitude displayed at check out was unacceptable. The fact there were always people hanging around smoking, and goofing around (I assume owners, family or perhaps employees - they all appeared foreign and spoke a different language). I don't care about that, but the overall impression as you come and go isn't favorable. Go joke around somewhere away from the public view. The evening folks were amazing, gracious and always helpful and friendly. Not to sound racist, but the foreign folks whom I'm guessing either own or run the place, don't try to positively interact with guests. In fact, when guests are leaving, they laugh and speak their language. Might not be at the guest's expense, but sure appears so. Watch your CC statement for a deposit that's in the fine print but not verbally disclosed at check in. Also, if you desire a one-hour late check out, they charge $25, which is ludicrous considering the place is rarely at capacity. It's a dated property that is OK in a pinch, but the attitude at check out left a poor enough taste in my mouth I...