Regal Ballston Quarter — Attraction in Arlington

TL;DR: suffocating temperatures, downtrodden staff, absent management. Overwhelmingly unpleasant experience.

I hate posting public reviews but our experience at this theater last night was so miserable I couldn't let it pass. The whole place was BROILING. It was probably near 80° in the lobby and must have gotten close to 90° inside our theater. Everyone in the theater was complaining about it. Based on other recent reviews, this has been a problem for at least a week, which is just inconceivable to me. It might be a problem with the whole mall (it was pretty stifling everywhere), but surely, as the mall's linchpin, the theater has some leverage to have basic and critical facilities issues attended to? And if for some reason it really can't be fixed on a reasonable timeline, why is the theater not doing something to mitigate the issue? A sign saying "we apologize for the heat, the mall's HVAC is being repaired and unfortunately we are unable to adjust the temperature" and offering complimentary ice water in larger cups (rather than the usual dinky 6oz ones) would have gone a long way.

I didn't want to walk out because I was with my parents and this theater is kind of out of our way, and it was obvious that no one was going to offer us compensation or a refund of any kind. I should have, though. Sweltering through the whole movie made me sick the rest of the night, and in retrospect I'd rather have lost the $15.

The staff were clearly suffering in the heat too, and exhausted by constant complaints that they could do nothing about. It's inexcusable that this has been going on for at least a week and not only has the management has apparently done nothing to address the problem, they have not empowered their employees to offer customers any solutions, compensation, or even information. If I was an employee here, I would have quit on the spot.

Other annoying issues that would not have justified a negative review on their own but which contributed to the overall misery:

Dirty floors. Not that I don't expect a little popcorn on the floors in a movie theater, but come on - the mall just went through a brand new renovation, and there were way more staff running the concessions stand than there needed to be. Somebody can't be bothered to do a little bit of extra sweeping? Who is the floor manager assigning staff duties?

The only cleanup I did see happened while our movie was still playing. Trundling the cleanup cart in front of the screen during the denouement was not appreciated.

Our projector stopped working five minutes into the movie and stayed off for 10, maybe 15 minutes. No one came in to tell us what was going on or when the movie would be back. When some theatergoers got up to ask at the concessions stand (the only place where any staff could be found) they told us they'd had to restart the projectors on all the downstairs theaters. They restarted six screens and didn't send anyone to tell half their patrons what was happening? Every other theater I've been to that had projector problems immediately sent an employee into the theater to explain the problem, give us an estimate on when the movie would be back, and offer us vouchers if the problem was taking too long to fix. Normally I don't think a 15-minute delay merits a voucher or refund, but given the total lack of communication from anyone in charge and the unbearable theater conditions, they at least ought to have offered $5 coupons or...

• STAY AWAY **

Theater was pushing 80+ degrees the entire time. Before the movie started I went back to the concessions counter to let them know it was hot. They told me they'd "see if they can get it a bit cooler in there." Nothing changed throughout the film. Was legitimately sweating during the movie. On the way out I asked the employee what is going on with the temperature. "Yeah sorry we're working on that." Other Google reviews dating back 4+ months state that temperature is a problem. So they know it's been an issue for months and haven't fixed it for some reason. It would have been better for the employee to tell me that's just how it is so I could get my money back and leave rather than tell me they could get it coolor and have me sit through that hellscape sauna.

The place is legitimately filthy. Popcorn all over the seats in the theater before the movie started. How is nobody cleaning in between showings? I shouldn't need to clean up the debris the animal from the show before left on my seat. The seats are also pretty old and worn, and the mechanical reclining feature didn't work in our seats. Needs a renovation.

The bathroom next to our theater was covered in caution tape and had signs posted all over it saying "WARNING: BATHROOM CLOSED DUE TO HAZARDOUS MATERIALS." Just...what the F is going on in...

As a true Ballstonian who has called this neighborhood home for over 25 years, Regal Ballston isn’t just a movie theater for me — it’s a temple. It’s where I’ve come to worship the art of cinema, to laugh and cry in the dark, to sit among strangers and feel the pulse of humanity flicker across the screen.

The staff here are the soul of the place — kind, warm, and endlessly patient. They greet you with genuine smiles, not the kind rehearsed for customer service, but the kind that says, “Welcome back, we’ve missed you.” Over the years, I’ve watched some of them grow up, others move on, but the spirit has always remained the same — friendly, humble, and deeply human.

And let’s not forget — during the pandemic, when the world was upside down, and even during the long and messy Ballston Mall construction, Regal Ballston stayed open. That meant the world to me. Those flickering lights and familiar faces were a lifeline through dark times — a reminder that art, community, and continuity matter.

In an age of streaming and distraction, this place still believes in the sanctity of the big screen. Regal Ballston isn’t just where I watch movies — it’s where I feel alive.

Long live Regal Ballston, and long live cinema.

— A grateful Ballstonian &...