Regal Union Square — Attraction in New York

To whom it may concern,

On June 20th at approximately 4:00pm, my wife was stopped by a male employee (Ivory), who was not in uniform, asking to see customer tickets and randomly selected her to a bag search of her purse. My wife agreed to the bag search by the female employee checking tickets along side him. Once we were allowed to proceed, Ivory not only impeded our right of way to walk pass him, instead standing directly in front of my wife, our son and myself, only to move aside once I said “excuse us.” More importantly, after walking into the theater, he ALLOWED two other Caucasian females with bags to proceed WITHOUT having their bags checked! I stood there in disbelief as we were profiled into a bag search.

I immediately walked to the bar area and asked Marcus to please call a manager. We waited over fifteen minutes for a manager, until I happen to see Simon walk by and asked if he was the manager on duty? I asked him what was the protocol for a bag search? His response was, “ We search large bags for outside food and weapons. We don’t search smaller bags. Our general manager wants us to check bags.” Should this be true, then no one can sneak in outside food and weapons to the movie theaters in smaller hand bags?

As we stood there talking, I asked him to wait a few minutes to see if other people were allowed to walk in WITHOUT having their bags checked, within 5-10 minutes, an Asian female customer walked right into the theater unchecked. His response, “ I’m sorry about that. Our employee should’ve checked her bag. I’ll have to talk to her about that.” I walked away in disbelief of what just happened to us.

I’ve been a customer at Regal Cinemas for a few years and I’d like to think this is NOT an racial issue but an isolated incident. I’ve gone with my family to multiple Regal Cinemas and never have we endured a bag search or lack of customer service!

I’d like to make the District Manager and CEO aware of this incident. How may I contact them in regards to...

Regal Union Square, nestled at 850 Broadway in the heart of Manhattan, offers a dynamic moviegoing experience that blends convenience with cutting-edge cinematic technology. With 17 auditoriums, including premium formats like 4DX, ScreenX, and RPX, it caters to both blockbuster enthusiasts and fans of indie films. 

The theater’s location is a significant advantage, situated amidst the vibrant Union Square area, making it easily accessible and surrounded by numerous dining and shopping options. The facility itself spans multiple floors, with escalators and elevators ensuring accessibility to all screening rooms. Auditoriums vary in size, accommodating different group preferences, and are equipped with modern projection and sound systems.

However, some patrons have noted areas for improvement. While the theater boasts advanced features, certain auditoriums lack the plush recliner seating found in other locations, which can affect comfort during longer films. Additionally, the ambiance, characterized by neon lighting and occasional flickering as lights dim, may be disorienting for some viewers. Accessibility features are present, including assistive listening devices and captioning options, but the reliance on loud air dryers in restrooms and the absence of paper towels have been mentioned as minor inconveniences. 

On the positive side, the staff is generally described as friendly and efficient, contributing to a pleasant overall experience. The theater also participates in the Regal Unlimited program, offering frequent moviegoers added value through subscription-based access to screenings. 

In summary, Regal Union Square stands out for its prime location and diverse screening options, making it a go-to destination for many movie lovers in NYC. While there are areas that could be enhanced, particularly regarding seating comfort and certain amenities, the theater continues to provide a reliable and enjoyable...

I must tell you what a terrible experience I had yesterday (8/25/2024) when attending the (supposed) 1:00 PM showing of the REAR WINDOW 70th ANNIVERSARY "Fathom Event." Fathom's decision to use the Regal Cinema Union Square was the WORST POSSIBLE ONE made. The theatre projectionist was as UTTERLY INEPT as anyone I have ever seen. After waiting in the silent theatre looking at a dark screen for 30 minutes, at 1:10 the audience FINALLY started hearing the film's soundtrack (still seeing NO picture) but we were about 10 minutes INTO THE FILM when we began to hear anything. They had SKIPPED the whole beginning of the movie entirely! The audience howled and screamed, someone pounded on the glass window of the projection booth to get someone's attention, but this moron couldn't seem to go back to the beginning... or to even turn on the lamp. Finally someone got up from their seat and went out front to speak to a manager. Eventually, at around 1:25, a Fathom Events logo came on screen and showed a countdown timer in the lower right... we were now having to wait 10 minutes watching this logo which we SHOULD have seen starting at 12:50, or 10 minutes BEFORE show time. Many of us were outraged, and booed loudly. Thankfully only 6 minutes of this very late countdown passed before we saw some Fathom Events "coming attractions," followed by another Fathom Events logo, followed by a short Leonard Maltin intro to REAR WINDOW. And then, mercifully, at around 1:40, the Universal Studios logo came on and the movie began, right from the beginning... 40 MINUTES AFTER THE SCHEDULED SHOW TIME! One of the WORST film-going experiences I have had in my 70 years (yeah, I'm as OLD as REAR WINDOW is.) Awful, terrible... shame on Fandango, Fathom Events and, most especially, shame on YOU, Regal Cinemas! I WILL NEVER SEE ANOTHER FILM AT THE REGAL UNION...