AMC Willowbrook 24 — Attraction in Houston

I've been to this theater about three times. Each one has left a sour taste in my mouth.

What's important to know is this is coming from an A-list member, so it isn't like going to another theater is sound. I don't get free tickets at other theaters.

Firstly, there is no "pick-up" option for early concessions. You have to pay that delivery fee, regardless if your two good legs are working just fine. Not that you'd know because they don't show your fees until after you've already hit the purchase button. Pretty frustrating to pay the $20 membership price to avoid extra fees only to then have to pay an extra fee to not have to wait in line.

Secondly, another option you get from being A-list is free upgrades on concessions. Sounds nice except for the fact that these apparently don't work online. I say apparently because our snooty delivery girl made it clear that you could just order it online.

Except, you can't. I know this because of the 13 or so movies I've seen since becoming A list on Halloween, every time I've tried to order concessions at any AMC online they've told us that it's the set price and product, regardless of membership. If that's the case, fine. But don't tell me after I've already been forced to pay the delivery fee that my other "perk" of being A list means nothing, and that I have to pay full price for in person concessions. They tell me they have different keys in their system, so they can't give me an online deal in person, regardless if I've already bought it expecting to just grab it at the counter. So much for saving money on concessions. Yet another "perk" I don't get to use. If I'm wrong, fine. Don't be so rude about it. If I have to pay 10 cents a step for a snooty runner to bring me my popcorn and forget my girlfriends cheese for her pretzel bites, they get to work.

Third problem is as said above, the service. I wanted to avoid these issues like any decent consumer so I tried to call the theater. Then I tried again, and again, and again, and again, and again. I think you see the issue here. I called them 8 times, and no one answered, none even answered to put me on hold. It took my 9th attempt on a different phone for any person to answer the phone, only to tell me that none of my perks mean anything and that I can only get online deals delivered with no upsize. Even though the runner said I could just upsize them online, which means there's a real lack of communication at the business. Regardless of what she told me, this is the first instance of anyone being helpful, unfortunately too little to late.

Cashiers say they can't help me, runners give me conflicting information, no one answers the phone, and the app lies to you and charges you extra, needless fees. (Which Spring 10 doesn't) The other half of the reason I pay for AMC stubs is meaningless either because I can or cannot use my perks. Two different people have told me two different things so who knows what's actually correct.

2 stars because it has a decent IMAX theater. Don't come here if you're on the A list. Honestly don't even come here if you want to have a good experience, you probably won't find it. If a premium A list member can't enjoy it, maybe if you don't have a membership and don't expect to be blown away then this is the...

Makes me so sad to give such a low rating... We've visited AMC Willowbrook often and AMC (for me) is the OG when it comes to movie theaters. Normally this place is great. Love the easy, quick, close parking. The concessions are great, good drink options too. Always clean. And love the recliners. Unfortunately, when we visited on 12/5/21 for our Fathom Event, The 60th Anniversary of West Side Story, there was a huge issue with the screen. Super red hue to the picture. My husband went to alert the staff. They came and stopped the film, and tried to work on it. About 10-15 mins pass and an employee comes into the theater to tell us that they were fixing it and they will get the movie playing as soon as possible. He told us we could pick up ticket passes at the customer service counter. We wait another 10-15 mins and the movie restarts.. Only to see the it is still displaying a harsh red hue on the screen.. Then it cuts off again. Another employee enters and tells us the movie is cancelled... Extremely disappointing. This was going to be our very first time ever seeing West Side Story and were hoping for the original theater experience before watching Steven Spielberg's remake. I was hoping the showtime would be rescheduled... I was told no and the next showtime was also cancelled... Evening ruined.. Fathom events are exclusive to very select and specific dates/showtimes.. Very upsetting to have missed out on the opportunity to see a classic on the big screen for the first time ever.. And our confidence is not it's best with this AMC going forward now.. Hoping they perform better maintenance more often so this doesn't happen again.

Update: This AMC is still honestly where we come often for movies because of all the aforementioned pros. They are also very dependable for playing many lower budget, indie films you can't find playing anywhere else. 👍 Thankfully, since the fiasco of our West Side Story Fathom event, nothing as such has happened since. I am actually revising my update while physically sitting in my theater seat in auditorium 23 right now. We come often. The employees are always very sweet. The place is always spotless and smells amazing. We got here as soon as they opened today and I was so impressed to see how the bathrooms had all just been very thoroughly cleaned as well. Not to mention my husband and I spotted a baby girl walking the halls alone today! We told a staff member and like 6 employees all immediately jumped on board to hunt down this little girl's family, scouting the entire theater until they found her mother. Happily, nothing like our fathom event bust has happened since and this is truly one of our favorite theaters to visit! I'm a crazy movie buff, so I'm not loyal to any one theater chain. LOL. I go wherever is showing the movie I want to see at a time and date that is most convenient for our schedule, but AMC is...

Typically we enjoy this location. However, on today our experience was horrible. I can’t blame everything on the young staff, because it’s clear this location does not have enough staff to handle business. We paid $80.00 to have our movie Toy Story start late @ 10:30am, also encountered an issue due to double booking the seats. Keep in mind, I don’t sweat the small stuff but this issue with seat reservations can cause major conflict or violence. Not everyone is nice, and luckily when I showed her our seat the family was kind and left to address it with management. Lol, where is management? The concessions area were horrible, unattended with wet napkins and heavy butter stains all over the equipment. We wanted jalapeños for our nachos and the bar was so filthy, we changed our minds. Can you imagine utensils that are dirty, and jalapeños poorly sliced and old and some frozen. The drink area was filthy, and I couldn’t imagine how many germs were just sitting waiting to be shared. The restrooms smelled just like urine and nasty, it seems no one maintains the bathroom at all. Our movie was scheduled at 10:30am, and this place look like it was never cleaned from the previous night. I will never come back to this location, and customer service is poor when you have a manager and crew that is underpaid, overworked, with little to no staff, and training needed. I wouldn’t let a roach even eat the filth that collected near the self serve areas, and how dare they charge us so much to see movies and food with this type of service. I couldn’t imagine what $5.00 Tuesday’s look like! Sad customer! Another thing, be careful because there is no security and the stairs have no cameras walking from the second floor to the first floor. It’s like the second floor area where you can exit from the theater is abandoned, and walls dirty and scratched with a stairwells that look like anything can go down. Just be careful, and then we encountered teens trying to push through the exit door while we were leaving. Of course, I don’t play that and told the teenagers to fall back, and they did. So now bad customer service, unsafe establishment l, inadequate staff to maintain a business, and a dirty self serve and concession area. This locations does not even have the perks like kiosks so that I can skip the lines like you said! I don’t mind paying more but AMC must do better. I will say the inside of the theater was clean, and the air was nice and cold, but my seat did not properly light up to see the prompts when...