I went to see a recent kids movie all for me to spend 100 on tickets , food and a toy for my daughter and see a small rat run past my feet . I have an immense fear of rodents but also as mom didn’t want to ruin the new movie for several other children. I quietly went to the customer service station and asked for a full refund very politely. I work in a similar industry dealing with ticket and customer service so I am aware of policies and how the customer may not. I was welcomed with full understanding from the customer service agent scanning tickets who asked for the manager who said I could receive a refund for the tickets but the food I did not eat I could only receive popcorn vouchers which is and was so disappointing and distasteful after I quietly let them know of their clear rodent problem so they can get it under control before it detours people wanting to go to their location. I was told because i had a small child in the theater waiting for me I can come back after the movie to retrieve my refund The issue I had was while I was not able to concentrate on the movie or the food in pure frustration and disgust I was not communicated the correct information. I had also d for my Tickets in the app as I always do through Apple Pay for protection purposes and by then they said the return was not doable. I was very upset because I am anware any POS system has an override for these particular cases. The actual head manager was insistent on trying to overshadow my very specific needs while insulting my intelligence of ticketing systems which I tried to delicately tell him. He then thought trying to give me vouchers was sufficient for the fact I didn’t get the correct information from both staff members, nor was anyone willing to check out the space once informed. He then realized I was not just an emotional woman as he seemed to make several undertones in his statements about me being upset when in fact I was just firmly stating my knowledge of the system as well as my right to a full refund. In the end he gave only half of what I paid which is just ridiculous. I have been going to that theater since living in the area and it’s unbelievable that it’s now infested which is a clear indication of no proper extermination or care to keep it clean.