Lions Gate Hotel & Conference Center

Dear [redacted] Our Lions Gate Hotel and Conference Center hasbooked thousands of meetings since its conversion from an US AirForce Base into a hotel and business park in Today we cater to over 250tenants of the McClellan Business Park and aworkforce of 150,daily .We aretruly saddened by your attempt to discredit our staff, facilities, andservicesAlthoughwe are not perfect our reviews and Annual Guest Satisfaction Scores clearlyindicate the hotel is executing and performing well above its competitive setin the greater Sacramento area.Wecontinuously improve our facilities through regular maintenance,renovation and the addition of modern conveniences such as our brandnew Coffee Hangar or newly renovated suites Our associates are trainedto accommodate and resolve issues to the highest standards of our industry.We arealso proud of our historic dwelling, and the community that surrounds itTheMcClellan grounds are meticulously maintained and patrolled by hour securitypersonnelAnd, yes! We do have “locals”, such as you categorize them; theseare made up of a large group of mostly retired Military men and woman andbusiness professionals who enjoy returning to the O’Club Restaurant & Lounge, a familiar placethat we have respectfully continued to honor with art and nostalgiafrom many years of our military historyEven so,your grievances were taken veryseriously and we offered what we feltto be more than adequate compensation, which you made quite clear that youwould stop nothing short of doing just this, if you did not receive all ofyour services “free of charge”We wishyou the best of luck moving forward and should your meeting schedule bring youback to our charming neighborhood we would be pleased to host you once more.sincerelyMr [redacted] Director of operations

I am rejecting this response because:- We have not received ANY compensation, we have only been offered a credit towards a future meeting (which will most certainly not be happening)- We have a few outstanding charges, when reaching out to several contacts at the property to obtain a receipt, we have not heard anything back after multiple attempts- Not one person at this hotel has taken accountability to make the situation better- This hotel claims to be #and receive great reviews, however, this does not seem to be honest and accurateWe posted a negative review on [redacted] and it has since been taken downThis leads us to believe other negative reviews have been removed as well

Dear[redacted]
 Our Lions Gate Hotel and Conference Center  hasbooked thousands of meetings since its conversion from an US AirForce Base into a hotel and business park in 2001. Today we cater to over 250tenants of the McClellan Business Park and aworkforce of 150,000 daily...

.We aretruly saddened by your attempt to discredit our staff, facilities, andservices. Althoughwe are not perfect our reviews and Annual Guest Satisfaction Scores clearlyindicate the hotel is executing and performing well above its competitive setin the greater Sacramento area.Wecontinuously improve our facilities through regular maintenance,renovation and the addition of modern conveniences such as our brandnew Coffee Hangar or newly renovated suites.  Our associates are trainedto accommodate and resolve issues to the highest standards of our industry.We arealso proud of our historic dwelling, and the community that surrounds it. TheMcClellan grounds are meticulously maintained and patrolled by 24 hour securitypersonnel. And, yes! We do have “locals”, such as you categorize them; theseare made up of a large group of mostly retired Military men and woman andbusiness professionals who enjoy returning to the  O’Club Restaurant & Lounge, a familiar placethat we have respectfully continued to honor with art and nostalgiafrom many years of our  military history. Even so,your grievances were taken veryseriously and we offered what we feltto be more than adequate compensation, which you made quite clear that youwould stop nothing short of doing just this, if you did not receive all ofyour services “free of charge”. We wishyou the best of luck moving forward and should your meeting schedule bring youback to our charming neighborhood we would be pleased to host you once more.sincerelyMr. [redacted]Director of operations

Good morning, Please note our response to the Complaint # [redacted] below. Thank you again for your help: After speaking with Ms. [redacted] ([redacted]) regarding their recent challenges with the Lions Gate Hotel, our Management team has offered a 50% credit back towards her most recent stay...

which was accepted. A receipt of the said refund has been emailed to Ms. [redacted] today for her records. Thank you,

I am rejecting this response because:- We have not received ANY compensation, we have only been offered a credit towards a future meeting (which will most certainly not be happening)- We have a few outstanding charges, when reaching out to several contacts at the property to obtain a receipt, we have not heard anything back after multiple attempts- Not one person at this hotel has taken accountability to make the situation better- This hotel claims to be #1 and receive great reviews, however, this does not seem to be honest and accurate. We posted a negative review on [redacted] and it has since been taken down. This leads us to believe other negative reviews have been removed as well.

Review: Hello,

My name is [redacted]. I would like to make a complaint and request for a refund regarding my stay at the Liongate Hotel at [redacted]. I checked into room [redacted] on 12/31/15 with an expected stay til 01/01/2016 for an New Years event. Once I return back to the room, I was told that the heating system for the building was out and someone would be working on it. Unfortunately, my guest and I was informed that the heating system was unable to be repaired, and there were no portable heaters available, nor an another room available. At that time I was aunable to remain in the room as the temperature was unsuitable for sleeping. I had to call a cab to leave the room. The next morning I returned for checkout and was advised to contact the M[redacted] who in return advised me to speak with Marylou Wells for a refund. I have left several messages for [redacted] with no response to my request. I am seeking full compensation and refund for the lack of resources, customer service and inconvenience. I would be happy to provide any documentation or proof of stay. I can be contacted anytime at [redacted]. I look forward to hearing from you in resolving this issue. Thank you for your attention on this matter.Desired Settlement: Request compensation for stay

Business

Response:

Good morning, Please note our response to the Complaint # [redacted] below. Thank you again for your help: After speaking with Ms. [redacted] ([redacted]) regarding their recent challenges with the Lions Gate Hotel, our Management team has offered a 50% credit back towards her most recent stay which was accepted. A receipt of the said refund has been emailed to Ms. [redacted] today for her records. Thank you,

Review: Our company books hundreds of meetings throughout the US and Canada each year. In all of our careers, we have never come across a hotel or conference facility in a state of disrepair like the Lions Gate Hotel and McClellan Conference Center.We were fooled by a few strategically shot pictures and a handful of good reviews. The hotel and conference facility are in an old army barracks in the slums of Sacramento. It is in a dangerous area and remains in a dirty, dilapidated state.We were horrified to learn the truth about this facility after it was too late BE WARNED: DO NOT STAY HERE OR BOOK A MEETING.When we approached the staff to air our grievances, they were shockingly unapologetic. It seems like the verbatim reviews we shared with them from our attendees were an everyday occurrence. Not once did they apologize. Ants on the food table? So what?? UNBELIEVABLE. They refused to refund our money and had the audacity to ask us when we would be booking our next conference. Anyone that books a meeting or stays here should fear for their safety and reputation. This facility is not sanitary and teeming with insects due to uncleanliness. Below are the word for word reviews that we received from our attendees regarding the McClellan Conference Center and Lions Gate Hotel:Venue:The convention is old and the room was difficult to find. The venue was pretty poorly cleaned. There was a lot of trash on the floors. There were ants on the tables and on the food tableRoom was hard to find. Room was so-so. From the sound of it, I was glad not to be staying at the Lions Gate Hotel.NEVER, NEVER use the Lions Gate Hotel. It was disgusting. I feared for my safety, it felt like a 7 11 bathroom and was dirty and the tv did not work. The area was also very frightening. No place safe or nice to go after the meeting.Food:The coffee was horrible and gritty every morning. I had to buy my own coffee. There was an issue the 3rd day of training where they put out the snack food foDesired Settlement: We would like a refund for our meeting.

Business

Response:

Dear[redacted]

Our Lions Gate Hotel and Conference Center hasbooked thousands of meetings since its conversion from an US AirForce Base into a hotel and business park in 2001. Today we cater to over 250tenants of the McClellan Business Park and aworkforce of 150,000 daily .We aretruly saddened by your attempt to discredit our staff, facilities, andservices. Althoughwe are not perfect our reviews and Annual Guest Satisfaction Scores clearlyindicate the hotel is executing and performing well above its competitive setin the greater Sacramento area.Wecontinuously improve our facilities through regular maintenance,renovation and the addition of modern conveniences such as our brandnew Coffee Hangar or newly renovated suites. Our associates are trainedto accommodate and resolve issues to the highest standards of our industry.We arealso proud of our historic dwelling, and the community that surrounds it. TheMcClellan grounds are meticulously maintained and patrolled by 24 hour securitypersonnel. And, yes! We do have “locals”, such as you categorize them; theseare made up of a large group of mostly retired Military men and woman andbusiness professionals who enjoy returning to the O’Club Restaurant & Lounge, a familiar placethat we have respectfully continued to honor with art and nostalgiafrom many years of our military history. Even so,your grievances were taken veryseriously and we offered what we feltto be more than adequate compensation, which you made quite clear that youwould stop nothing short of doing just this, if you did not receive all ofyour services “free of charge”. We wishyou the best of luck moving forward and should your meeting schedule bring youback to our charming neighborhood we would be pleased to host you once more.sincerelyMr. [redacted]Director of operations

Consumer

Response:

I am rejecting this response because:- We have not received ANY compensation, we have only been offered a credit towards a future meeting (which will most certainly not be happening)- We have a few outstanding charges, when reaching out to several contacts at the property to obtain a receipt, we have not heard anything back after multiple attempts- Not one person at this hotel has taken accountability to make the situation better- This hotel claims to be #1 and receive great reviews, however, this does not seem to be honest and accurate. We posted a negative review on [redacted] and it has since been taken down. This leads us to believe other negative reviews have been removed as well.

Review: I reserved a three-bedroom cottage that included: private patio, spacious living room, full kitchen and dining areas making it an ideal for my family dinner and get-together at the Lions Gate Hotel and Conference Center three (3) months in advance for Saturday, June 14, 2014. I arrived to check-in on Saturday, June 14th and was refused access the residence/cottage and was told that another family was given my reservation for residence/cottage. The lady at the front desk told me I had to stay in another part of the hotel. I went to look at the other part of the hotel, (in hopes it was another cottage/residence) and it was a room was not clean and unacceptable. The lights were broke and it was dark in the room. I went back to the front desk and indicated to the lady that I specifically reserved a residence/cottage and I was told they were all sold out. I indicated I had purchased groceries to cook dinner in the residence/cottage and that hotel room was not comparable and was unacceptable based on my reservation. The hotel room would not accommodate my family members and my family get-together was ruined. My personal home was being remolded and I had nowhere to cook the food or store the food. My family and I had to sleep in cars. I requested to speak with the Manager and there was no Managers on duty. I explained to the lady that the room was unacceptable and that I indicated that I should not be charged because of their mistake, bad customer service. The Lions Gate Hotel personnel did contact the day before to inform me that my room was given to another party. I have lost money, time and have been treated unfairly by the hotel management and personnel at the Lions Gate Hotel. The management staff is unorganized, unprofessional and incompetent!Desired Settlement: I am requesting a free weekend at the three bedroom cottage/residence and reimbursement of $400 for food and $1500 for my mental anguish and harsh treatment.

Business

Response:

On behalf of our Lions Gate Team we would like to express our apologies for the inconvenience that you endured on Saturday June 14th. I have researched the daily logs from our front desk and reservation departments and was able to determine the associates that were on duty during the time of your reservation and visit.

The reservation was booked in February 2014 with the following request: 1 bedroom cottage + 2 bedroom cottage with the indication that there was going to be “a party” at the room and wanted to reconfirm the room type. It was mentioned that the hotel is the only licensed food and beverage holder and that no outside food and or beverage may be brought in unless approved by the hotel’s ex committee.

We were oversold by various room types due to our extended stays + sports teams and therefore were forced to move customers to different room types. We gave you two of our 1-bedroom suites . When moving room types, we always try to reach out and contact our guests but, unfortunately, your reservation had no contact details (email, phone, fax, etc.). At the time of check-in [redacted] issued keys to the 1 bedroom suites and you came back to the desk and did not use either room because you felt they were unsatisfactory. We canceled your reservation per your request and apologized.

I have spoken with each of them and their immediate supervisor regarding your concerns and all of our associates did follow our SOP’s .

We always strive to have quality service and excellent relationships with all our guests and provide everyone with a pleasant and memorable stay.

Ms [redacted], we hope that you and your guests will give us another opportunity to experience our Lions Gate Hospitality. At your convenience please contact me at the number below and it will be my pleasure to arrange for a complimentary two nights stay.

Again, Ms [redacted], we apologize and hope to regain your trust and business back at our Lions Gate Hotel.

Consumer

Response:

Good Afternoon Mr. [redacted],

Thank you for researching the logs and for the apologies for my inconvenience.

I am shocked and dismayed that it was conveyed that a "party" was going to be held as this is simply not true. I did not indicate I was having a "party". Did you know or did you check your records that I had originally contacted your catering department for a diner/catering menu for my family but no one from that department was able to meet with me. I decided instead to cook dinner for my family because there was a kitchen in the 1 and 2 bedroom cottage I had reserved in February.

At no time did anyone tell me I could not bring groceries and/or cook dinner in the cottage. Furthermore, on my reservation confirmations, there were no restrictions or policy in writing about bringing groceries or not cooking in the room. I did not receive any verbal restrictions or shown any policies from staff about bringing groceries or not being able to cook in the cottage. Why is there a full kitchen in the cottage if it can't be used?

In addition, [redacted] mentioned and accused me of having a party (unfounded) and also indicated that my cottage reservation was given to some other guests whose house had “burned down” and their insurance company extended their insured's stay. Why were these guests reservation extended when your computers showed that I had a "standing" reservation that was reserved since February? More importantly, my reservation was made first and was the priority reservation over any other guest reservation made thereafter! Were these guests able to bring food and cook in the cottage? Why was I denied access and accused of having a party without cause/proof? Was this the true reason I was prevented from access to my reservation and cottage? Does your staff accuse and treat all guests this way?

Regardless of the Lions Gate being "sold out" it is not my problem nor is it my fault. In the previous email, you mentioned, “I have spoken with each of them and their immediate supervisor regarding your concerns and all of our associates did follow our SOP’s . I don’t what the acronym’s “SOP’s” stand for but what I do know is how badly I’ve been treated and that the Lion Gate Hotel does not have written policies or verbal restrictions when guest make reservations in 1 or 2 bedroom cottages as it specifically pertains to groceries and cooking in the full kitchen in the 1 and 2 bedroom cottages.

It is very clear to me that my civil rights were violated. I also believe I was “stereotyped” and that my cottage reservation was purposely given to other guests deliberately! I did nothing wrong. I was accused, denied access, humiliated and treated as a second class citizen.

Yes, I did return the suite key (only one key was to me provided) to [redacted] because the suite was not what I reserved, the suite was not clean, the lights did not function and it would not accommodate my large family. Lastly and just as important, I had nowhere to cook the food! The whole purpose of me reserving the cottage was to accommodate my large family and cook dinner.

Business

Response:

Ms [redacted],

I'm sorry you feel our offer of a complimentary two nights stay is not acceptable.

I respect your right to pursue this matter in a way you feel is appropriate.

As for your request for contact information (to our Claims Department) we do not have a Claims Department.

Sincerely

_________________________

Mr. [redacted]

Director of operations

Lions Gate Hotel & Mcclellan conference center, A Lexington Legacy hotel

3410 Westover Street | McClellan (Sacramento), CA 95652

Toll Free: ###-###-#### | Tel: ###-###-#### Ext.6803 | Direct: ###-###-#### | Fax: ###-###-####

Email: [redacted]