AMC Burbank 16 — Attraction in Burbank

My recent experience with manager Rose at AMC left me utterly disappointed and frustrated. Her incompetence and inability to handle basic managerial responsibilities tarnished what should have been an enjoyable movie-going experience. I feel compelled to share my encounter to highlight the dire need for improvement in her role.

To begin with, Rose's failure to ensure accurate information resulted in an unnecessary inconvenience. She sent us to the wrong theater, wasting our time and causing unnecessary confusion. It was frustrating to wander around, searching for theater number three, only to discover it didn't even exist. This level of disorganization is simply unacceptable in a professional setting.

However, the most distressing part of our ordeal was when we returned to the correct theater, only to find an intoxicated individual occupying our seats. This situation had the potential to escalate into a physical altercation, putting everyone's safety at risk. Shockingly, Rose did nothing to address the issue or rectify the situation, leaving us to fend for ourselves. As a result, we not only missed the beginning of our movie but also had to endure an uncomfortable and potentially dangerous encounter.

A manager's primary responsibility is to ensure the smooth operation of the theater and the satisfaction of its patrons. It is clear that Rose failed in both regards. Her lack of intervention and absence of any compensatory measures demonstrated a complete disregard for customer service and an inability to handle challenging situations.

As a loyal customer, I had expected better from AMC and its management team. It is disheartening to encounter such a subpar manager who is clearly ill-equipped to handle the responsibilities of her role. A competent and efficient manager would have promptly resolved the theater confusion and swiftly dealt with the disruptive individual, ensuring an enjoyable movie experience for all patrons.

In conclusion, my encounter with manager Rose at AMC was far from satisfactory. Her incompetence, inaction, and inability to address critical issues marred what should have been a pleasant outing. It is my hope that this review serves as a wake-up call for AMC's management to address the shortcomings in their managerial team, as it greatly impacts the overall customer experience. I implore the theater management to take swift action to rectify these issues and ensure that future patrons do not have to endure the same...

One of the best things about all of the AMC Burbank locations, is the 100% free parking. There are 3 AMCs within just a block or two of each other. This is AMC Burbank 16, which has 16 auditoriums and it is part of the downtown shopping district, and then you have Burbank Town Center 8 which is inside the mall on the 3rd floor, and Burbank Town Center 6, located behind the mall. Cherry on top is that you can also go chill at Round 1 or eat somewhere and kill some time until your movie is ready to admit you. AMC doesn't start admitting its guests until within 30 min prior to the listed showtime, so keep that in mind.

Anyway, AMC Burbank 16 is a nice, large location. As the name suggests, it has 16 auditoriums, all outfitted with Plush Rockers, with the exception of their 3 premium format auditoriums (Dolby, IMAX and PRIME) which are outfitted with Signature Recliners. Fully stocked bar as well as huge concessions stand. Prices are what you'd expect for concessions by modern day standards. I came here to see a movie and had a great experience. Both Burbank Town Center 6 and 8 have all recliners at their locations, but they don't offer premium formats since they are much smaller locations. Still nice places to watch movies, they at least have Laser projectors.

Parking options are endless. I've never come here and not been able to find parking, no matter what time of day it is, no matter what day of the week it is. You can park in any of the nearby structures, around the theatre, all of which are free. Or, you can park across the street at the mall and just cut through and cross the street. The first time I came here I parked in the structure. On other occasions I've usually parked at the mall in the East Garage since I've usually wanted to hang out at Round 1 before or after seeing a movie. East Garage puts you right at the entrance to Round 1, and from there you can cut through the mall to the food court and take the escalator on the left to exit at First Street, cross the street and you're at the theatre. To get back to your car, just go back the way you came; cut through the mall by taking the escalator down immediately within the entrance, hit a hard right in the food court and continue until you see Round 1. Then, go to your left, out of the glass doors and you are back at the...

5-Star Shout-Out to Rose at AMC Burbank 16

I want to give a huge thank you to Rose at the AMC Burbank 16 Customer Service desk. She was incredibly helpful and went above and beyond to save me from what could’ve been a really frustrating and expensive mistake.

I had accidentally ordered tickets and food for the wrong day through the AMC website—movie, popcorn, nuggets, nachos, the whole setup. I didn’t realize my mistake until I got a text saying the food was almost ready... for a show that was about to start. I panicked. We live 10 minutes away, and I rushed to the theater thinking I just lost over $60.

Before I even left the house, I was scrambling. I searched the AMC website for a live chat or phone number—nothing quick or easy. Eventually, I found a “Contact Us” link at the bottom of the page. I clicked “Request a Refund,” and it pushed me over to Facebook Messenger. That’s when my frustration kicked in. The Messenger was just an automated bot that told me to find a refund link at the bottom of my email. I finally found it (in fine print), clicked it… and by then, the system told me I couldn’t get a refund because the movie was already in progress. Dang.

So I threw on clothes, jumped in my Jeep, sped downtown Burbank, somehow found a street parking spot, and ran straight up the AMC Burbank 16 stairs—out of breath, stressed, and expecting the worst.

That’s when I met Rose.

She immediately stepped in, calmed me down, and handled the whole situation with patience, professionalism, and kindness. She fixed the issue, reassured me, and made sure I didn’t walk away frustrated or empty-handed.

She didn’t just do her job—she truly made a difference in my night. She turned a potential disaster into a moment of real appreciation for how good customer service can be.

The online experience was rough, but Rose’s in-person support made up for it 100%. She’s the reason this is still a 5-star review.

If there’s any way AMC can recognize her—employee shout-out, bonus, something—I hope this helps make that happen. Rose is the kind of person who reminds you that some people still take pride in helping others....