Regal Gulf Coast — Attraction in San Carlos Park

Today January 30 around 3:30, we went to this location to pre-purchase tickets for a later 10:05 showing tonight. Unbeknownst to us at the time, the employee mistakenly rang us up for the afternoon showing even though we requested the 10:05 showing, however we didn't look at our ticket and verify the time before leaving the counter. Perhaps we should have checked, but have never had that issue happen before and assumed the clerk did his job correctly. Later that night, we arrived back at the theater, the young lady took our ticket stub (even though it had the incorrect time), directed us to our theater and we took our seats. After 25 minutes, the movie stopped playing. Huh? I go outside and alert the ticket stub checker. I return to the theater when the manager, a young woman in her early to mid 20s with brownish blonde hair (unfortunately I didn't catch her name), storms into the theater and asks, "can I see your tickets?" She looked and said, "this is for the 4:05 showing." I explained that the young man must have rung me up for the wrong showing earlier. Keep in mind, my Dad and I have Moviepass so we purchased the tickets through that and my mother purchased her ticket with out Moviepass. She told us that there was nothing she could do because we purchased through Moviepass and she couldn't issue a refund or start the movie back up. She acted as if we were idiots and her day had been ruined that we even bothered to ask for her help. She begrudgingly takes my mom's ticket, goes out into the lobby and about 10 minutes later, the movie starts back up again. One problem: the movie didn't start where it left off and we missed 20 minutes of the movie. Kind of ruined the experience and missed an important part of the movie. As we left, I asked the manager how we can avoid this issue from happening again. She said, "my suggestion? Just drop moviepass. They have lots of problems." Uh, it wasn't their fault. It was YOUR fault, Regal. YOUR employee gave us the wrong ticket and your manager didn't seem to care. Not even a "sorry you had a bad experience." Her attitude was, "too bad." Customer service by your "manager" and her total lack of caring about the situation was comically bad. Time for you to get better management and more training for your...

Took my family to see Moana 2. It was a great movie, but I can see why the movie theater industry’s are struggling to stay in business; this theater is incredibly unorganized and its management team is either lazy or poorly trained. We purchased our tickets online and like many others found ourselves confused and left to figure out the ticket printing process with no one working the front desk to help parties like ours and/or people trying to purchase their tickets. We ended up waiting in line over 30mins for our food/ drinks; due to the negligence of the leadership team and them properly preparing and training their incompetent staff. (For example: the guy checking us out was also having to check inventory and having to build our kids snack boxes; all while 20 others still waiting in line). When I informed the manager about the wait time in the concession and how they could use some help or at least help with restocking; he replied saying, “ he can’t help he has to be the one to greet/ direct all the guest to their theatre’s” as if there wasn’t other employees he had sweeping and walking around that could do that job or help the concession stand with rush control. I left my movie 3 times to check on the wait time to get a refill on my soda, and the manger seen me each time I came out. He didn’t even offer to help until he seen me taking the picture I have attached. Once some of the other guest in the long line seen me getting a refill they all started to form a separate line behind me to also receive a refill that they ultimately paid for. Would not recommend...

This used to be my go to movie theater but I no longer will be going here. I went to see a movie about a month ago and spent over $100 buying the tickets for my entire party. When we got there the fire alarms starting going off so we had to leave the building and wait for the fire department. No big deal things happen. We were given movie ticket vouchers for the inconvenience and were told that all movies would be pushed back to their start time and we should be okay to see the whole movie. We missed the first 5 minutes of the movie because of the snack line. Again things happen. About half way through the movie the fire alarm went off again. After being sent outside we were told that the theater had to shut down for the night. Obviously no one was happy but things happen. I reached out to Fandango to get my refund because I didn't get to see my movie and they told me because I had "checked in" to the movie Regal needs to reach out to them to issue my refund. So I tried calling multiple times with no answer so I ended up emailing. They basically told me there is no way for them to issue a refund and I need to reach out to Fandango. It has been a back and forth which I find very irritating as both parties claim the other one needs to issue the refund. I will not be coming back here...