I’ve been coming to this theater for years and have always had a great experience, which is why last night’s visit was disappointing. My wife, son, and I came early for our 3 PM movie like we usually do so we could relax before the show. Normally, a server checks on us before the movie starts or responds when we press the call button, but this time no one ever came, even after the movie had already started.
I eventually went to the bar myself to order drinks and food. Even though there was no one else at the bar, it still took quite a while for someone to help me. When the bartender finally acknowledged me, I explained that we had no server available in our theater and wanted to place an order. Instead of simply helping, he told me to press the button in the theater because someone should come. I explained that we already had and nobody responded. He eventually helped me, but his attitude made it seem like he was doing me a favor rather than providing customer service. Meanwhile, several staff members were standing around the bar area, and overall the atmosphere felt unfriendly and unwelcoming.
What bothered me most was something my wife told me afterward. Before I went to the bar, she had tried ordering food for our son and was told by a staff member, “Nothing personal, but we don’t have any server available.” That comment came across strangely and unprofessionally. I understand if staffing is short or if servers are busy, but customers should still be treated respectfully and communicated with properly. I was later told our assigned server was covering another full theater and that another employee was “helping her out.” As a customer, I don’t really need to hear internal staffing issues. I just want basic service and professionalism.
I truly enjoy this theater and have supported it for years, which is why this experience stood out so much. Unfortunately, both the customer service and overall cleanliness seem to have declined significantly compared to how this theater used to be. I hope management takes this feedback seriously because I’d really like to continue coming back.