Regal Santa Fe Place — Attraction in Santa Fe

Extremely friendly and exceptional customer service. The staff here is amazing, accommodating, friendly, and helpful. I took my 2 sons to watch the new Five Night At Freddy's movie the night it was released. The young lady working the ticket counter was so friendly and helpful. It only cost me $19 for 1 adult ticket and 2 children's tickets and I only paid like $22 for a medium popcorn, a hotdog, a large Coca-Cola, a bag of Skittles, a bag of Goldfish and a bag of Redvines. This is by far the cheapest prices I've ever paid at the movies. There was a line waiting to get into the movie theater while an employee was cleaning it from the previous showing. I asked the guy working the bag check and ticket counter if the movie was very scary because I was a bit concerned because I brought my youngest son who is 6 years old to see it because him and his older brother have been counting down the days for the movie to be released. He was extremely informative and knew a lot about the movie and was able to give me a clear picture of what to expect and be prepared for. He was also extremely respectful and polite when checking my purse. The movie theaters at the Regal are pretty nice and always clean. The seats are comfortable and come with arm rest and a drink holder. When we got into the movie theater, my 6 year old son immediately got scared because it was kinda dark in there because the lights were dimmed. He started crying and wanted to leave immediately. Luckily, my oldest son saw some of his friends there and stayed and watched the movie with them while my youngest son and I left. We picked him up after the movie was over. I was pretty bummed to say the least because even though I really don't like scary movies I was really looking forward to watching it with my sons who both had already told me alot about all of the different characters. Also because we live about 30 minutes away from the theater my youngest son and I ended up getting some food at McDonald's because my oldest held on to most of the food I had bought for us at the movies because I was in such a rush to get out of there when my youngest son started crying and causing a bit of a scene. After McDonald's, we sat in the parking lot of the movie theater for over an hour and a half waiting to pick up my other son who stayed. We had to use the bathroom, and even though we didn't have our movie tickets with us, the employees still allowed us to use their bathroom facilities. Which was really nice! The only negative thing I can say about my experience with the movie theater itself is that they give absolutely no refunds for any reason for that specific movie, I guess. At least that's what the girl working the ticket counter told me when I purchased the tickets. I could understand if we left after the movie had started because my son got scared. But we left about 10 minutes before the movie started. I mean, the previews hadn't even started. I know it's not a lot of money but every little bit helps. I definitely will be returning here to watch movies. However, I will be definitely waiting to bring my youngest son to watch a movie in a theater for a couple more years. I highly recommend the Regal over the other theaters in Santa Fe and Albuquerque. One because they are way too expensive and overpriced, and two, because the customer service at the Santa Fe and Albuquerque movie theaters doesn't compare to the customer service...

Absolutely horrific service! My son and I went to see a movie while in Santa Fe (not locals), we bought our tickets, popcorn, a drink and some candy. Less than 5 minutes into the movie a bomb threat was called in and the theater was evacuated and told we would all be receiving a refund. My son and I left all of the concessions and fled along with everyone else into the freezing night, my son having not experienced this type of thing was freaked out and crying. There was no way to know how long the entirety of the mall would be closed off by emergency services, so we continued on our way south figuring I would call the next day for the promised refund.

Now, a bomb threat is clearly not the theaters fault and this 1 star review is not because of that... it was the customer service that I received afterwards.

This morning I call the theater and after having to go through a ton of automated prompts get transferred to the actual theater. At the actual theater I go through a bunch of automated prompts to speak with a girl, and explain the situation. She states they can't refund anything at all since it is the next day and she can't refund the concessions at all. Instead she offers replacement tickets but only if I come back to Santa Fe to get them (not a reasonable solution since I am not local). I get that she only has specific authority and ask for a manager and she is the assistant manager and acting manager and no one has more authority. After some back and forth I am given a customer service number for Regal that doesn't work.

Next I call the Regal customer service line and again explain the situation. They email a request for a picture of the receipts and ticket stubs. When they receive them, I am told they can't help because the tickets are still intact and unused. At the time we entered the theater you gave the tickets to the concessions people who tore a 1/2 inch tear down the top but didn't separate the tickets. I explain this and they concede if their people didn't do their job it wasn't my fault (it took some arguing). Then they agree to the refund but try to do just the amount of the concessions (less than the tickets). I Correct them with the amount and they say they can only do the tickets and not the concessions since I must of ate them (after getting kicked out and running out into the freezing cold, I guess?). I ask for a manager again (god, I felt like a Karen). They finally came back and approved a refund for the full amount.

So... the end result is that in 7-10 days I will get back my money for services and food I couldn't use or eat and the experience I had at this Regal Theater was that of running out into the freezing cold with a crying child. No apologies, no 'here are some tickets come and give us another chance.' Instead I spent all the time in line and seeing a 5 minute preview of the movie and then 1 1/2 hours on the phone the next day to get them to agree that I shouldn't have to pay for something I didn't get.

Extremely disappointed, really poor...

We visit this theater sometimes three times a week depending on what's showing we have the regal membership app so we see pretty much every single movie they're showing. Andrew & sebastian are amazing people, and an asset to the company always making our experience fantastic as well as his colleague damian. he's really nice too. They never allow vaping in the theaters, they also do not tolerate noisy or disrespectful patrons, if you ever have an issue, they are quick to act and make sure that all of the rules are followed well. The popcorn is always popped fresh a few dozen times a day so you never get stale movie theater popcorn. They offer food and a pretty good selection of beverage as well as alcoholic drinks when the bartender is permitted. The theaters are always clean and you can always count on having a seat because you have to pick them before you arrived and they are saved for you. Their menu has become vast with plenty of concession Options as well as ice cream and plenty of candies to select from. It's our favorite...