Regal Cherokee — Attraction in Woodstock

We decided to have our son's 10th birthday party at Regal Cherokee because of Kung Fu Panda 4. The only reason this gets 2 stars and not 1 is because of the general manager Jacob. His communication for the 2 weeks leading up to the party was flawless, prompt, and informative. The rest was a complete disaster....please see below!

I arrive 10 minutes early to an empty party room. I was told they handle plates, cups, etc. I was welcomed by 2 managers & 2 employees engaged in their own conversation and could care less about me.

Once I butt in their conversation I quickly realized they had no idea what to do and referred to my son as "her" when I clearly communicated this party was for my SON.

JACOB, the person I communicated with for the last 2 weeks wasn't even there.

I asked about the plates, cups, decorations, etc. and the manager points to the room and casually, yet fearfully, says I think there's some stuff in the cabinets. And then goes backnto his conversation.

I go to the party room, begin setting it up myself, only to find out there are not enough plates for the kids. I go back to a different manager for him to call another manager who never shows with plates.

The kids show up, we use dessert plates for the pizza but have no drinks. Manager tells us we have to buy something before we can get drinks for the kids. NOT TRUE! After telling him what Jacob and I discussed they begin to make snack packs. WE NEED DRINKS!!!!

I had to forcefully demand drinks so we could eat...so drinks are SLOWLY being made 1 by 1 for 15 hungry children. No pitchers. No preparation whatsoever.

-After the kids eat we prepare the cake to light the candles. Management tells us we cannot light the birthday candles because HE DIDNT KNOW HOW SENSITIVE THE SPRINKLER SYSTEM WAS AND DIDNT WANT TO SET THEM OFF IN THE WHOLE THEATER. It's a party room!

We eat the cake...gather the children to get their snack packs. Once they are taken care of I go to pay. They have NO idea how to charge me...Can't get the transaction to go through...pretty much end up charging for each child, each snack pack, and each movie ticket individually, and make 2 separate transactions on my credit card. According to Jacob there was a flat fee per child and that was it. Im quite sure i was overcharged. This process alone took 15 minutes or more!

We were told they would lock the party room while we were in the theater. My wife went back just to check....NOPE! Presents, cards, bags, all left in an open room to be taken by anyone interested in some free stuff!

This experience was a DISASTER from start to finish! I will NEVER give this theater my money again, nor will I ever recommend this place to anyone I know. This staff was completely incompetent, uninterested,...

My husband and I have enjoyed this theater up until now, but this last recent visit was disappointing. We had a cold weather snap in our location; temperatures were down in the low 30s. When we went to our theater it was freezing inside. The air was blasting down on us. We went out to ask for the heat to be turned on and the young man came in and supposedly adjusted the temperature. We had our coats zipped up and were still shivering. I went over to the thermostat and it clearly showed air still on "cold" not "heat", and 61 degrees. I went back out and showed the pic to the staff, whose response was, they have been messing the thermostats all day to adjust it but because of the location of the theater, it's just cold. The staff attempted to change it again, while I attempted to help him see the thermostat by using the flash light on my phone. Finally, I could smell the heat kick in and felt some warmth, but at this point, we had missed half the start of the movie. They were willing to send us to the next theater for the next showtime, BUT the air was on 53 in that theater. I asked for the manager. However, he was not interested in what we had experienced and lacked customer service skills. He simply pushed some buttons on the thermostat in the other theater and stated that should fix it. No apologies, no offer to get us fresh concessions, nothing but walking out of the theater. He didn't even acknowledge, job was well done to the employee who assisted with making corrections. The employee stood with us in the new theater, and I had expressed the efforts of the young man would have paid off in the other theater, but we had already missed most of the movie. Hence, us being relocated to the current theater. My heart broke for the employee. No affirmation of a good job. Sadly, the heat never came on in the new theater. We, like everyone else in the theater, bundled up in our coats just to finish out the movie. I know the importance of making sure upon opening the temperature is comfortable in each theater. This will vary as the weather changes. As a manager for 5 years of a theater, this was simply one part of extending customer service to our guests. As managers, when things "happen", and they will, when we will miss the mark, it should be our #1 obligation to ensure our guests leave satisfied and know that they are valued! If it were not for our guests we would...

My boyfriend and I went here to see Coco (a fantastic film by the way!) and had the most awful experience. First the guy at the window got our ticket wrong... we very clearly asked for the 10pm 3D showing but he gave us the 9:30pm regular showing.. at 9:45... after asking staff to change it they made us pay the up charge (however since it was their mistake I feel as if they should have taken the loss.. but whatever, I'll let that slide.) Come to find out we were the third or fourth person for the guy to sell the wrong ticket to that night. Once the ticketig situation was straightened we were then placed in a filthy theater. There was popcorn, used napkins, and drink cups from the previous movie everywhere... It was bad enough for my boyfriend to go tell the manager on duty about the issue... When telling the manager the employee in charge of cleaning the theater supposedly said she had just been in there and cleaned... absolutely no way unless someone ran in between us and her and trashed it for the hell of it. The pretzels we also bought were burnt but that one I'll let go since the poor guy working the concession stand was the only one back there and was handling us as well as a woman and her rather obnoxious friend/boyfriend. All in all the experience with the staff was awful aside from the guy at the concession stand. The Coco movie was wonderful however and I would highly recommend seeing that at some other theater or when a different crew is working...