Regal Westgate — Attraction in Austin

This was my go to theatre for years, mostly because it’s about 2 min closer to my house than the next one. I’ve easily spent several thousand dollars here over the years but those days are over now after my experience this evening with the general manager. I can’t remember her name but she’ll be the 50 something bleach blonde with the permanent grimace. I’m not sure how a person can be both condescending and a robot at the same time but she nailed it, and for that I have to hand it to her. Sooo... I purchased tickets online, which is the only way you can get a decent seat so it’s pretty much necessary, but the website wasn’t working properly so I had to re re retry for two days (granted, not continuously) which we all know how frustrating that can be but eventually I find a way to make it work, and when we get to the theatre it turns out I accidentally bought the tickets for the day before... ooops.... but they have the skew so they know I wasn’t there and I’m here now with my wife and two kids... I’m obviously not trying to scam a free movie... the assistant manager says I need to call corporate to get a refund, he gives me the number I call and they say “oh yeah it’s fine we can’t give you a refund but the manager at the theatre can give you passes, this happens all the time”. Great! “ Well, not great because the assistant manager says HE can’t do that only the Manager can... he gets her and she says... “no. It’s our policy to not give refunds or passes.” And when I try to explain what corporate said, or what happened, or anything at all, she just kept interrupting me and repeating... “it’s our policy not to give passes or refunds” I say I understand the “policy” but... “it’s our policy...” “yes, I get that, but I know you have the ability...” interrupts me again “it’s our policy...” again I start, “ I just got off the phone with corporate who said you can and do, do this all the time”... “it’s our policy...” as annoying as this story was to read it was much more obnoxious in person. It just seems crazy to me to look at a person with their wife and children, all ready to see a movie and spend another $50 buck on top of the tickets I bought, on snacks and drinks and say basically “we both know I have the ability to let you in and help you with this simple common, mistake. And I know you’ve already paid, and I know corporate just said it’s ok... but no... you and your wife and kids are gonna have to pay again”. I know this post will accomplish nothing and matter to no one but it’s my only recourse at this point so I guess I’ll just call it “therapy” and be happy with that. Good customers...

Absolutely horrible experience—but great management.

It's 7:50 at the time of writing. We just got home from a two hour movie that started at 7:15. Why, you might ask? Because we were being harassed and pulled into a dramatic scene between two very rude patrons (led by an old man in a black fedora, for anyone playing at home) who walked in five minutes late, and, upon being unable to find their seats, began to accuse my wife and I of lying about which seats were on our tickets. They continued to make rude comments and make a scene until we finally just walked out.

There is a possibility that this is in part due to the placement of the seat numbers, which is confusing. Many of the numbers are placed on the armrests between seats. So it's possible the entire half of the row we were on was off by one seat each, causing the discrepancy. But the extremely rude manner coupled with the lateness of the pair meant that there was no way any resolution would be reached.

So we walked out of a movie. On date night. For Valentine's Day.

No. The world's not ending, and no, I'm not so entitled as to believe that this of all problems is any more grand than so many other more important issues. But there's no way to come out of this sort of thing without a bit of rage. Karma's a—well, you know.

That said, the manager (I forgot to get his name, but I recall his badge said his favorite movie was Green Room. Good pick!) was very professional and very polite. He offered to re-seat us—which we declined, not wanting to aid in causing more of a scene—or issue a refund. A few minutes later, we had a refund issued and a receipt in hand. The manager was very sympathetic and understanding, and I'm genuinely grateful. If the rest of the experience mirrored the management, this would be a glowing five star review. Maybe next time, if there is...

It was my first time at this theater and I was pretty disappointed. First of all when you enter to auditorium 2 there was a funny smell (maybe from an old trash can ) . I was watching the nun 2 at 7:15. When I bought my tickets on row F seat 4. There was 2 empty seats to my left and 3 to my right. During the duration of the movie there was multiple groups of people that would come and seat to both sides of me (different groups of people that will stay from 15 to 30 minutes ) and will do all sort of crazy behavior from being handsy in public to smelling like Marijuana really bad to using their cell phone (in each group was at least someone using their cellphones) they didn't last long and when they would leave and another one will come they will always say they were gonna seat there because some people in the same row already took their seat. But this is not american airlines its imposible that they would sell those seats to multiple groups of people . This was crazy I was so bother about not being able to enjoy my movie I almost got up and left to find a different theater to watch it during the second group thr manager comes into the theater and stares at the guest for a good minute. I was excited I was waiting for her to ask for tickets and get the unruly people out of there so I could watch my movie in peace . After a bit she goes and ask a group of kids about being alone in the theather all of the sudden their parents come running from the other side of the theater so they could allow to stay there (where they were probably seat with the wrong seats ) . The kids were able to stay to also continue to use their social media on their cellphone during the movie, snapchating scenes and all. It was crazy to say the least. I have never being so disrupted during a...