The Grand Alexandria by Santikos — Attraction in Alexandria

If I could give zero stars, I would. Ever since this place rolled out their ridiculous “assigned seating” system (that NO ONE actually follows), it’s been nothing but a complete disaster every single time I’ve gone. And the so-called manager or whatever title he hides behind has the worst attitude I’ve ever encountered in customer service. We showed up for a new release, only to find a whole family sitting in our seats. Fine. We moved and sat somewhere else just to avoid the chaos. Then some woman shows up claiming the seats we ended up in, and instead of just saying something like a normal person, she leaves and comes back with the manager and a cop like we were a threat or causing a scene, which we absolutely were not. I explained to the manager that everyone was in the wrong seat and suggested maybe he get everyone back in their actual assigned seats. He looked me dead in the face and said, “I’m aware of that, but you need to move.” What kind of logic is that? He made the people in our seats move, but they were just forced to find somewhere else to sit. No effort to fix the actual problem or prevent it from continuing. His tone, his attitude everything about how he handled the situation completely ruined the experience. So we just left. Thankfully, another manager (who was actually polite and professional) apologized for how we were treated, offered to let us come back another day, and said we’d be comped tickets and concessions since we hadn’t touched any of it. So we go back a few days later to actually enjoy the movie, only to be confronted by the same rude guy from the first time. He snidely tells us, “You’re already getting a free movie, you don’t get free popcorn and drinks too.” The cashier looked mortified and ended up giving us a small discount out of pure sympathy. At that point, we just walked out AGAIN. I don’t know this guy’s name, but he should not be dealing with the public, let alone managing anything. His energy is hostile, dismissive, and completely unprofessional. The Grand Theatre needs a serious overhaul in management and a better system for seating because what they’re doing now is a joke. If you’re thinking of seeing a movie here don’t. Go to Paragon Cinema or literally anywhere else that values their customers. & to the one with the permanent scowl and inflated ego behind the name tag just know you’re the reason people probably walk out of that theater more pissed off than entertained. Maybe instead of flexing authority over popcorn machines and seat numbers, you could work on not being the walking definition of why customer...

My family and I visited the movie theater to watch Smurfs. The front-line worker greeted us warmly and inquired about our ticket status, also asking if I was a theater member. Upon confirming my membership, the worker escorted us to the designated area for assistance with ticket purchases. Meanwhile, my youngest grandchild needed to use the restroom and was intercepted by a lady who rudely questioned her destination. When my granddaughter replied that she was headed to the restroom, the lady abruptly stated that she couldn't proceed without a ticket. After obtaining our tickets, I intervened to resolve the issue, only to be informed by the manager that my granddaughter had to either stay with her parent or leave. I explained that my granddaughter has a bladder disorder requiring frequent restroom visits and that we had indeed purchased tickets. Ultimately, we utilized the restroom and chose to leave, rendering our movie experience unsatisfactory due to the unpleasant incident. Given the disappointing service, we will refrain from attending this theater in the future. Notably, the establishment's atmosphere has deteriorated significantly under new management. The name on the name Tag who i and also my grandchild hand that encounter with was Vee as indicated on her name tag. I strongly advise against visiting this theater. What happened to the old Grand theater this new management is horrible and what’s...

You can forgive a lot if, at the very least, your movie can be seen and heard properly. This theater fails at both of these, so everything else seems worse than it probably is. The seats are worn out and in a couple of theaters, they’re literally coming unbolted from the floor. After a couple of years of dealing with extremely dark screens, and talking with employees, I’ve found out that more than likely, they don’t remove the 3D lens for non 3D movies. This results in a lower light output from the projector and what you see on screen are dark scenes being almost invisible. A lot of movies today have action scenes set in the dark to cover up CGI, so in this theater, you miss this scenes. There’s a problem if a phone has a clearer and more visible picture than the theater you just dropped 50 bucks at to see a movie. I’ve spoke to these employees about it, not to get a refund, but to fix the issue. Nothing changes. Also, in the last 3 movies I’ve seen, the sound was turned down extremely low. The last movie was low enough that I could hear the people behind me breathing. It’s a shame they’re the only theater in town. I’d gladly pay someone else my money to actually be able to see and...