Harkins Theatres Estrella Falls 16 — Attraction in Goodyear

Wow, Just wow. Well done Harkins! This was like stepping into an updated childhood memory of Harkins in it's heyday! Hard to describe, but I will definitely try. My family and I have a long relationship with the Harkin family from way back when they bought the land at Christown Mall so to say we are fans is an understatement, but we are also the harshest critics to the standards that should be maintained as we know them well! When walking in you are blown away and your senses just overloaded with the immaculate entryway, smell of their popcorn which yes has it's own smell, amazing customer service that reminds you of when people took immense pride in providing family entertainment with class! The concession stand was so clean you would think it was brand new and the menu was magnificent! Prices blew me away when compared to AMC. Do not get me wrong in most places here in AZ the Harkins theatres had fallen off for quite some time. I do not know what they did at the highest level of operations, but bravo. Everyone I step into has come up big time and the new ones blow away the competition. I purchased tickets for me and my son to see an action movie in the theatre that I call cin-e-capri cause I'm old lol. I am not sure if that is what they call it now, but I have spoken of the days when theatres where massive and so were the screens and the curtains were gold with showmanship of the curtains opening at the beginning and them really showing what the sound can do. My son always said "man I wish I could have seen it". Well, he did! and with quite an impressive upgrade in modern design and comforts. Massive curved screen, the biggest theatre I have seen (which makes the experience amazing btw), the chairs can we just talk about the chairs!!! I am 6'2 and 375lbs. I am not small. Every AMC I go to the chair moves non-stop as my sides hit there dumb buttons. Harkins? Oh they are not only the most comfy recliners in history, but big boy size! I left feeling like I had left an old Harkins from my childhood. It was so awesome to share that with my oldest son. My youngest was very jealous, so we will be back and next time I will take a video and do a Youtube, because just wow. The only complaint I have is that I wish for Christmas I could go all year. I would literally go every day off If I could. Harkins you are killing it and I wish I had all the staff members names, because not one person was off in the slightest. best experience from...

While cinema seems to be of a dying breed, my family and I occasionally venture out to see a movie, and Harkins Estrella is our choice of theater.

The facility is clean, the staff is welcoming and the seating is more than accommodating. With plenty of choices for food, beverage and films at your disposal, I highly recommend this facility.

The only thing preventing me from giving this specific theater a 5 star rating is the abundance of a lack of decorum from the movie-goers themselves. While I'm sure it's nearly impossible to prevent all people from being disrespectful during their viewing experience, almost nearly every single time I've taken myself or my family to see a film, there are handfuls of people talking, yelling and doing something other than watching the movie. I don't typically struggle with sensory issues, but watching films at this location makes me feel overwhelmed, anxious and less than thrilled when I leave.

I understand that as time progresses, people are less respectful than they used to be, but it would be nice to see staff occasionally step in and enforce the rules that we all learned and have grown to expect at a theater. Spending upwards of $100 between tickets and concessions just to miss half of the dialogue in movies because unattended children or disrespectful adults are using the cinema as their own personal social gathering has left me feeling weary of doing anything but sitting at home and downloading movies instead.

If I noticed this behavior with the four movies I might treat myself to annually, surely the staff that is there working tirelessly every day knows this is going on as well. I have seen other theaters come in and ask people to be curteous or give them the option of leaving, but this theater just rolls with the punches and allows the behavior to continue.

To Harkins themselves, please do not be afraid to set a standard and enforce it. It is your facility and people will only get away with what you allow. To anyone interested in seeing a film here, might I recommend going early in the morning on weekdays if permissible, as hopefully most of the problematic people are either in school or...

Had a problem with the app and finding my ticket. Ticket checker was extremely rude and pointed to the customer service desk and told me to go over there because she doesn't know how to use the app. While I was baffled that the person who has to deal with people trying to find the tickets in the app does not know how to help them, it was her attitude and how rude she was about it. I went and talked to the "Senior Manager" who just took my phone and found the tickets instead of explaining it to me. She made an excuse that the lady only works "door." If working "door" involves checking tickets it seems this would be pretty important in this job. She didn't see to care. I went back to the "door" person and got my tickets scanned. I found out from my daughter she made a rude pushing motion once I went through. Before she did this I thought maybe she was just hard of hearing, as she is older and didn't respond the first 2 times I asked her about the tickets on the app. I have dealt with her before in the past and thought maybe she was retired and just didn't want to be working at a theater in her 70's (Maybe I would be cranky if I was doing that job at 70).

So I submitted a customer inquiry to Harkins. They sent a canned reply without asking for more details (they capped the initial inquiry at 500 words) and instead had a manager from the theater call me and said I can call back and talk to any manager. Now if the "Senior Manager" didn't care, why would I spend time talking to any manager? While I know customer service is mostly dead, I have always had a good experience at Harkins (other than this lady who works "door"). I personally feel it important to support businesses, especially ones that were hurt by the pandemic. Apparently my expectations of Harkins were higher than their standards. The next time my family wants me to drop $150 on entertainment, I will have...