Regal Royal Palm Beach — Attraction in Royal Palm Beach

My visit to Regal has ruined my evening. Never have I ever felt like a second class citizen. My sister and I arrived to the theater at 10:45 PM to watch "What Now." Everything was going fine until I decided to get some food at the concession stand because I felt famished. I ordered the corn dog nuggets. As I completed my order and waited for my corn dogs, there were two people in front of me that order a burger and chicken tenders. They received their order 10 minutes later. I'm thinking, finally I'm next. Then THREE orders AFTER me received their hot meals and I'm still waiting. Now 20 minutes has passed and I have yet to receive my order. No one spoke to me, the manager (Tiffany) passed by me THREE times and did not approach me to at least apologize for the delay. She just looked at me and went back to talk to the employees. After 25 minutes I became frustrated. One of the employees finally came to me and asked me what did I order, I told her my order and she went to the back. Another employee came to give the next person after me her food. At this point I approached the employee and inquired about my food. He apologized for the wait and said there was a misunderstanding and that he would get my food in two minutes. As I'm speaking to him, the Manager (Tiffany) overhears our conversation. Instead of her, as the manager, coming to me to apologize about the wait she takes the employee to the back and gave him a scolding for being honest to me about the cause of the delay. By this time, I had it, I told one of the cashiers to give me a refund, he gets Tiffany and without a word nor eye contact she opens the register and hands me my money right when my corn dogs were coming out. I took my money and went into theatre where my sister was waiting for me. By then 25 minutes’ past and I was very upset about how a manager handled the entire situation, with no customer service or an ounce of concern. We got up and went to the customer service desk to retrieve a complete and full refund. The manager at customer service desk had just as much customer service as Tiffany. We told him about our situation, then I turned to my sister to discuss the situation and the manager says to me "don't get mad at me I'm getting you your refund," with an attitude. We handed him our receipts and when he came back from the register I put my hands out so he can hand me my change, instead, he placed the money on the desk and threw the loose change on top. I'm highly disgusted at the way I was treated. I'm coming to spend MY money; I shouldn't be treated like this. It's very disturbing to me at this day and age you have the MANAGERS lacking professionalism instead of the employees behaving in that manner. The managers’ behavior was completely...

I’m editing my review from a couple years ago on Google (was 5 star) because of customer service issues.

The Regal is quite a distance from us; there’s at least two other chains closer. We do go there for special showings. At Christmas time we give a few hundred each to our kids and their families (14 grandchildren represented there) and the majority is Regal gift cards.

Tonight (2/26/20) we went to 1917, and I had gift cards from my Christmas purchases to use.

Cons. First issue: No one sellng tickets. The Kiosks were gone, no one in the ticket booth, and we were directed to the concessions counter to purchase tickets. Not a long line, but why no ticket sales?

Second issue: clerk was friendly, fairly fast, and got my wife her nachos right away. He directed me to the end of the counter for my chicken tenders and fries. It took fully 15 minutes to get my order. The clerk there was friendly and apologetic, but we missed the opening of the movie.

Third Issue: when I saw that the line for pickup was slow, I crossed the lobby to the bar. The draft beer section was out of order, and the bartender there (no one else was there) did not seem interested in taking my order. Not unfriendly, but slow; and not really friendly. Finally got my bottled beer.

Fourth issue (and what explains the other three): I’m a high level Google Guide, and I take pictures often of businesses. I was taking a few pictures while I waited for my wife, and a man crossed the lobby and told me rather curtly “it’s against corporate policies to allow video of the theater.” (I was in the lobby, not the theater, and was not covert at all.) I asked him if he was a manager. (He was.)

Since I had his attention, I brought up the customer service issues (while commenting also on the good condition of the upkeep of the theater). He told me that they had a special event earlier and “corporate had not communicated the turnout” so they were swamped. He continued to be dismissive and curt so I asked him for his card and he said he didn’t’ have one. I asked him for his name and he told me, “John.” He refused to give me his last name saying he was threatened by a customer.

I told him that they should post their picture policy at the door. I didn’t feel that I needed to be accosted and dismissed. He could have said, “I’m very sorry, but we can’t allow pictures taken of our lobby or property due to corporate policy.”

On the Pro side: The theater was well maintained, better than any of the competing chains I’ve visited in West Palm; the restrooms were very clean, and the food was very good for what it was. The service levels, especially from management, however, left a bad taste in my mouth.

Last review: Comfy chairs and...

This place is always super clean including the hallways and restrooms. The volume of the movies isn’t too loud or low thats a big plus! I went to the concession stand fist, tall kid curly hair was not ready for work. His personality was dry. He waved for my attention then when i got in front of him he didn’t say anything to us, not even cai tke your order. I was shocked so I begin to order. I was trying to ask a question but he answered me with “what” as if I’m a bother, so I said nothing and paid for my drink & nachos. However their prepaid, preselected seating routine is ridiculous!! Someone should be in the theater to assist the customers with their seats. My husband & I visited here last night (8/31/23) & I’m giving a 2/5 stars. After using the seating chart provided, we sat in someone else’s seats, a few minutes later they asked us to move. We moved to another seat while looking for our own seats, just to find out someone was already comfortably sitting in our prepaid, preselected seats! They finally moved 6 minutes later after sitting there checking their phone! Then we finally get in our prepaid preselected seats and my seat was the loudest chair in the theater! The letter to find your seat is on the wall, near the floor. Who can see that small black letter on the wall near the floor, in the dark, just to find a seat?! Customers were getting upset with us for all of the moving, talking and confusion. When we we’re just trying to enjoy the movie like everyone else. Not to mention I’m in a leg brace recovering from a MCL sprain, this was my first time out in 2 months. Which is why we chose seats with just a few steps, however I ended up having to walk the entire top part of the theatre because of our prepaid, preselected seats were taken & no attendant was there to assist with seating arrangements! Then to make things worse, our seats we’re right under the ac vent & it was UNBEARABLY cold! I had on long jeans a tee shirt & a jacket. I felt bad for my husband, after all of the walking and seat changes we finally get in our seats my husband hands me his jacket because I’m shivering at this point. Then I noticed he’s shivering. I gave his jacket back he then had to go get me another jacket from our vehicle during the middle of the movie, which he missed some key parts to the movie. I was so cold I couldn’t watch the movie anymore. I was uncomfortably cold, miserable, in pain & super annoyed! This is usually our favorite theater, however after last night I’m not sure if my husband and I would be returning. That was a complete waste of money & time. Not to mention besides the staff at the concession stand there was no staff in sight, it was ghost town...