Regal Rockville Center — Attraction in Rockville

I’m extremely disappointed with this movie theater. We’ve been coming here for years and this was the first time we have been let down. The fire alarm went off literally in the middle of the avengers movie. Obviously the alarm is out of their control and wasn’t caused purposefully by them but what really upsets me is how they handled the situation. There were hundreds of us outside waiting around to be informed of what was going on. Finally, a manager comes in a megaphone and says the building could not be cleared and will not be opening anytime soon. Then he says begin one line for readmission tickets. There are HUNDREDS of us and the line was ridiculously long. He would not allow any of the other staff members hand out tickets which would have sped up the process. The manager’s name was Eric. He appeared to be the only manager on duty and I’m sorry to say but he was flustered, rude, inefficient. The staff of like 10 just stood around doing nothing, not answering anyone’s questions, didn’t know what was going on and would rudely answer “I don’t know” super annoyed when asked what was going on. Being a former theater manager for a luxury movie theater, it was extremely clear to me everyone including the manager lacked the proper training on what to do in these situations. Thank goodness it wasn’t an actual fire of any sort because the staff would have been useless. It honestly scared me and angered me enough to know I will never return to this cinema. My next step will be contacting regal’s corporate office about this. They have to know their staff didn’t know how to handle this unfortunate situation and they were unfriendly, unprofessional and rude. They’ve lost customers and will continue to do so if they don’t train their staff who represents their brand to care and respect their customers.

• In repose to Regal who replied below. I did email customer service/contacted corporate as I said I would and did NOT...

I had an almost identical experience today as the person who commented before me. I rarely post a review, but I'm so frustrated that I wanted to share my experience and warn others about the parking situation at this theatre---especially because it mirrors the experience before my comment. Like the previous commenter, I parked in the surface (outdoor) parking lot in front of the theater. When I left, I used the validation machine in the lobby of the theater. I went out to pay for parking in the garage, as the signs in the parking lot advised, and was charged $12. When I got home, I called the theater. They were nice, but not particularly interested in my problem, advising they had no control over the parking lot situation. I asked them to check their validation machine; they said it was working. I asked for the phone number for the parking lot as well as for the Regal Cinemas corporate office. After being transferred three times at Colonial Parking, I was finally given another number, and a name, for the person who I was told would be responsible for providing a refund if warranted. I got voice mail and left a message. I doubt I'll ever hear back. As I'm writing this review, I've been on hold with "customer service" at Regal Cinemas (corporate office) for 34 minutes. Just as I was about to post this review, someone at the corporate office finally picked up. (So I've changed the ending. Here's what happened.) She was gracious and offered to send me a couple of movie passes to rectify the situation. I greatly appreciated that---actually that should have been the response I got when I called the theater. The passes are good at any Regal Cinema, and so I'll plan to use them. I'm not, however, planning to rush back to the Rockville location. The parking situation is really not a good one. It's not the first time I've had an issue...

Absolutely amazing experiences and super friendly staffs. I want to say a special thankyou to Manger Jairo and Manager Alex. I'm one of the biggest die heart Garfield fan for 15+ years collecting the Garfield items. First thing I saw was the Garfield popcorn head, then I saw the soda cups with the mini figures. The Garfield head comes with unlimited popcorn refill, and the other package comes with popcorn as well. It doesn't make much sense for me to buy 4 popcorn package with 1 unlimited refill. Since my little nephew wanted an additional figure, I asked Manager Jairo if is possible for me to purchase the collectable figures. Jairo said he will have to ask his manager for approval, and will try his best to make it happen. It was almost time for the movie to get started, Jairo said in a very clam and friendly tone stating, not to worry, enjoy the movie and he will make it happen. It was getting late when the movie finished, the higher Manager Alex walked up and talked to me and said, "you must be the die heart fan" that Jairo mentioning! Alex mentioned to me, Jairo pushed hard for the approval, and went an extra mile to really get us enjoying the movie experiences and accommodated all our requests. I want to express much more appreciation that Jairo went an extra mile for the customer bring home with a big happiness. Great customer services, friendly staffs, great environment. I will definitely comes back in the future...