AMC Palace 9 — Attraction in Fort Worth

I haven't been to AMC Palace 9 in about eight years, we usually go to the Movie Taverns. We decided to watch 50 Shades of Gray on Valentine's day, but since my girl doesn't get off work until 7pm, they had the best showing time of 8:15. Saw on their website they added cocktail drinks and a food menu, but didn't really look that much into it. Once we got there, no line to take our tickets, but saw about 15 people standing in line at the bar with only 1 bar tender, which I think she might be part sloth. I asked the front why there was such a long line, can't we just order our food and drinks from our seat, which was advised that you can't, so I stood in line at the bar. It took us about 20 mins before we got to order our drinks, which they have no pitchers or anything that would prevent you from having to return back to the bar if you want another drink, 2 drink maximum. Then we head upstairs to order the food. I was wrong, they don't have a full menu, they only added about 5 or 6 additional bar foods to the menu. I ordered a pizza, but was told the oven wasn't working. My girl ordered a pretzel, but that was a no go. I finally ordered the chicken strips, which ended up being kind of hard and not very tasty. My girl ordered the mozzarella sticks, which didn't have much taste, were cold, and appeared as if someone had messed with them, because they were all broken and just thrown around. We decided to order some popcorn, which ended up being stale and cold, and for the price I was going to ask them to make a fresh batch, but saw the popcorn machine was almost to the top and didn't want to make them waste that much of an old batch. Figured I would just warm it up with the melted butter machine, which had an out of order sign, but said the one around the corner was working. Once you're done ordering your food, they do not bring it to your chair, you have to stand out there until it's ready, or at least come back to pick it up, which can be another 15-20mins. (So if you want to order food and drinks and watch your movie, come at least 30-45mins early to wait in all the lines). My girl went to the bathroom and came back complaining about a dead cockroach on the ground. Your food is given to you in a box to eat, because they don't have any type of trays on their seats. Walked into the theater and saw big red chairs that recline, almost like laying back in a lazy-boy or on a couch. But my girl was in a dress, so she didn't feel comfortable reclining back and thought if she did she might fall asleep. The chairs may be really comfortable reclining back, but if you don't, they are very uncomfortable sitting up. Before the movie was over, I found myself wanting to get up and move around due to being so uncomfortable. And when we watch a movie, I usually have my hand in my girls lap holding her hand, but due to the bulky arm rests, my arm kept falling asleep and was never comfortable. Later on someone told me the arm rests can be laid back out of the way, but I didn't figure that out while I was there. While we were trying to eat our food, which was a hassle, I tried to put the popcorn on the ground to make room, but my girl stopped me pointing out another dead cockroach on the ground. And even though it is a hassle to get food and drinks here, does not have the convenience of a movie tavern, but it is just as expensive if not more as a movie tavern after ordering food and cocktail drinks. I would not recommend going here, unless you just plan on going to...

I had already purchased my ticket online. Walked in and there was a line up the stairs, and down into the lobby. There was no one explaining what was going on. this was my first time there so I stood there for a minute wondering what to do. I asked someone else if they already had tickets they said no. So I see a concession stand, so I walk to that and I'm like um do I need to wait in that line to show that I have a ticket. They were like,here I'll rip it for you". So I gave them my ticket and they proceeded to tell me where the theater was. So, I realize that the only thing they serve at this stand is alcohol and I don't drink. So I ask where do I get food. So she says third floor (which is upstairs). So. I try to walk up the stairs that are open (they shut the e trance to the other side) and I'm fight going up against people coming down,next to the line of people just standing there (I guess for a refund). I get upstairs,and yet again,there are two lines. I've never been here so o have no clue what's up. I see an arrow pointing to the left for non members and then a right line for priority or something. So I go to the much smaller line and still don't know if I'm going to get food before the movie starts. So I wait and finally get called to the counter (which was awkward because I thought that I was cutting the whole other line). I get to the counter and the two girls there were friendly. One made my mini pretzels and she was genuinely sweet. So I order a lot of food. Go to the drink machines, they are not working either one for ice in one and then half the drinks weren't coming out, so gingerale it was.... I then realize I have this mound of food and I have to walk down two flights of stairs because the elevator is only accessable to staff.. I literally had to make sure I didn't hit more people on the way down. Just to get to my movie. I was few minutes late but just missed preview. It was rather unpleasant to go through all of that just to watch one movie. When evenings like that happen the management should be out more directing people where they need to go. It was pretty chaotic and I am glad I didn't have my son or my handicapped mother because I'm not sure if she would have been able to...

The movie was great, the staff were ok, but need more training...I'll touch on that later. The theater itself was not clean; four of the stalls in the ladies bathroom did not have tissue and the trash was overflowing; there was popcorn on the floor and in the seats of auditorium 8. It was midday Friday, there were plenty of staff, gathered around, talking. I did not understand how our auditorium was so unkept seeing the theater opened an hour earlier and there were a number of staff members. It's evident cleaning was not done the night before.

Here's where the need for training comes in... Our auditorium was on the 2nd floor. The escalators were closed off and not on. The stairs were the only way to get to the concession counter and quite a few auditoriums. I asked if the stairs were the only way up, I was told yes...no one mentioned an elevator! I have asthma, going up a lot of stairs can be problematic at times. After the movie I approached the manager about the no access for persons with a disability, he asked if I told the the staff at the ticket counter that I need an elevator. How was i supposed to know that? The fact that I asked a staff member (with an oxygen tank) if the stairs were the only way up should have triggered her response. When we were leaving, we noticed the young lady that was previously working concessions was also cleaning the outside windows...without gloves. As a note, she wasn't wearing gloves at the concession counter either. A customer service training program would be great for the manager and staff. As a person visiting the city for the weekend, this was not a great experience. With the number of staff members scheduled, the auditorium and bathrooms should have been cleaned. Signage and being told about the elevator would have helped, especially for persons without mobility devices but still have disabilities. I'm not sure if I would go back, or recommend others...