Hot Springs 8 VIP Cinema — Attraction in Hot Springs

Subject: Complaint Regarding Discriminatory Treatment and Ignorance of Federal Laws

Dear Owner,

I am writing to express my deep disappointment and concern about the appalling experience my family and I encountered during our recent visit to your theater on 6-10-23. I believe it is crucial for you to be aware of the serious issues we faced, which not only violated our rights but also put my younger brother's life at risk.

Firstly, my younger brother is a 10-year-old boy who suffers from type 1 diabetes, a life-threatening condition that requires immediate access to fast-acting sugar to prevent hypoglycemic emergencies. As responsible caregivers, we always carry snacks in his emergency bag, including items such as smarties that can quickly address dangerously low blood sugar levels. However, we were shocked and distressed when your staff insisted on confiscating all the snacks before allowing us entry into the theater.

This demand not only forced us to abandon the snacks essential for my brother's well-being but also infringed upon our rights as outlined by the Americans with Disabilities Act (ADA), a federal law designed to protect individuals with disabilities from discrimination. Under the ADA, it is explicitly stated that reasonable accommodations must be made for individuals with disabilities, and this includes allowing them to bring necessary medical supplies and food items into public places.

To make matters worse, the security guard/Ticket guy we encountered was extremely rude and unprofessional. He unnecessarily delayed our entry into the theater and showed a complete lack of understanding or regard for the seriousness of the situation. Denying us entry based on my brother's medical needs is not only morally reprehensible but also illegal. He advised we could “buy” necessary snacks from them should be need it. Are you serious???!!!

When we finally spoke with the young girl manager, we were met with incompetence and indifference. Instead of promptly resolving the issue, she instructed us to contact the owner, who, of course, was unavailable at the time. Moreover, she provided us with incomplete contact information, leaving us with no means to reach out to address the problem. This caused further delays and unnecessary stress, resulting in us missing a significant portion of the movie we had come to watch.

Additionally, it is disheartening to note the overall state of the theater. The unkept floors, unsanitary bathrooms, and loud audio during the movie all contributed to a highly unpleasant and unsatisfactory experience. These issues, combined with the unprofessionalism displayed by your management and staff, only serve to reinforce our negative impression of your establishment.

In light of these circumstances, I demand that you take immediate action to rectify this situation. Specifically, I expect the following:

An official apology from your theater for the discriminatory treatment and lack of knowledge regarding federal laws, especially the ADA law. A comprehensive review of your staff's training protocols to ensure they are educated on federal laws, particularly those related to individuals with disabilities. Clear and prominent posting of your theater's contact information, including the owner's phone number, for immediate assistance in cases of emergency or customer concerns. Immediate attention to the maintenance and cleanliness issues within your theater premises to provide a hygienic and enjoyable environment for all patrons. Assurance that all future staff members will be adequately trained to handle medical emergencies and accommodate individuals with disabilities in a respectful and compliant manner. Please be aware that I am prepared to take further action if my concerns are not addressed in a timely and satisfactory manner. I trust that you will take this matter seriously and demonstrate a commitment to rectifying the deficiencies in your establishment's practices.

You can contact me...

Behind the Mall used to be a 5 for me but not any longer. The staff does their best! Each one of them but the scrawny girl with the piercings is super polite and will do absolutely anything for you. The assistant manager Melissa is wonderful! The downfall of the theater is the upper management. I have gone to this theater for years and never had issues. Then this last year the first time I had a problem was when I tried to go see Eternals in 3D. The movie was messed up so they sent us to the standard edition that was further ahead meaning we missed a good chunk of the movie and were not compensated for the price difference. When I reached out to the management through the website, I never heard anything back so I ended up having to come in another time to see it again.

The final issue was I was talked into their popcorn bucket back in May. I went to see Thor this last week and was told by the girl with the piercings that unfortunately this was expired and the 2023 bucket was coming in that day. I requested a manager because as I told her, these buckets were meant to last a year, it was not my fault that management had chosen not to get a new bucket since 2020. The girl rolled her eyes and huffed and tried calling the manager on her cell phone on speaker phone and when that didnt work she proceeded to tell me that the bucket was expired and couldnt be used. I again asked for the manager which she huffed about and went to get her. Melissa was WONDERFUL! She was empathetic and understanding. She did tell me that the buckets were expired but that she would give me a free popcorn that day and would reach out to upper management for me to see what could be done. As I told her, I didnt want anything for free, I would pay half price for the 23 bucket I just didnt think it was right for me to pay full price for something that was meant to last a year when I had only just bought it. She told me to check back with her before I left.

After the movie, I checked in with her and she advised me she hadn't heard anything back yet. I gave her my number and she said someone would be getting in touch with me. I never received a phone call regarding this. I went on the website and again sent a message to them through their contact us over issues link. Again I received nothing.

I will no longer be going to this theater. I am instead going to tinseltown where the movie tickets at matinee prices are 5 bucks plus tax where as the Behind the Mall tickets are 10.75 plus tax. The facility is always dirty from the bathrooms to the carpet that goes down the hallway. Its just not a good deal. If you want a good deal, sign up for cinemark and go to Tinseltown! So much better and the staff there are wonderful.

RESPONSE: So your employees sold it to me for 20 dollars in may stating that despite the 2020 date on there it would be good until the following year. It wasn't a misunderstanding it was what your employees informed me of which convinced me to buy the bucket. Also I was never told of a July cut off date. Your response does not address the issues with your lack of responses to the issues of your customers until a review is involved. This is precisely why I will no longer bring my business to your establishment. Behind the mall used to be so good! I loved it there. However, it will not be my home any longer. I can find better prices and better service at Tinseltown. Have a great day and thank you for finally taking the time to respond...

I've been a regular at this movie theatre for years, but this previous weekend was the worst. Direct violation of acts II and III in the ADA acts. Basically, discrimination against the disabled.

When we went in the guy at the front stopped us to search my sisters bag. He was a a white man probably in his 50's, and the time was between 1:00-1:15 pm on Sunday, September 22nd. We usually don't have this problem, and I wondered if he were searching for weapons or just candy, which was the case. He was searching for outside food and drinks. When she opened her bag for him he found a water bottle and some old snacks she keeps on her. When he told us to put it away I was fine with it but wanted to make sure we could bring water with us and he refused. I told him we were both legally allowed to bring water with us for medical reasons and he mocked me and told me "I didn't know you were a lawyer."

For context, my sister has serious heart conditions and long covid, and is perceived to have autism and possible lupus. I have asthma, and am perceived to also have autism.

We are disabled in this way. And if you look it up, people with our problems should keep water on us and stay hydrated at all times, as well as have a way to take any medication needed in immediate situations. If you look up the ADA acts, this is a direct violation of acts II and III. This is factually discrimination and illegal.

During the confrontation, my sister was visibly shaking. And for most of my time in the movie, I was to stressed to enjoy it. Not only this, but he only checked my sisters bag. Me and my dad visibly had bottles stuffed in our pockets. Coincidence that he'd only go after the only female?

After this we went to put our waters away and my sister decided to bring an empty clear cup instead so she could fill it up at the water fountain. The only way he'd let us bring water is from where they quote "sold water." Why should a disabled person have to pay to keep themselves safe and comfortable in a movie theatre? Not only that, but the prices are ridiculous. They sell snacks for 5 dollars or more that you could buy for 1.25 at dollar tree. Hysterical. He told us she wasn't aloud to bring the cup in (even though the sign posted outside said "no outdoor food or drink." This was an empty clear up with nothing inside) but would let it slide because he didn't want to argue with me. Me on the other hand, I had to go without.

This isn't really the first time this has happened either. A few years ago an employee told my sister not to bring water in while we were outside, and a year ago and employee took my drink mid movie and threw it away. At that time we didn't know our rights, now we do.

All disabled people should be allowed to freely carry water, so they can stay hydrated and have ways to take medication. If my sister can't take electrolytes when needed her heart could fail. I wouldn't doubt he's refused water to many other disabled people who didn't know their rights.

Whether or not the guy at the front was doing "just what he was told" to do (he never said this but as an example), higher ups there should take authority and know better. If I go again, I will be prepared. Again, we...