Icon Cinemas — Local services in Albuquerque

My personal experience was not pleasant. At the food counter I requested a glass of ice water. The counter employee suggested the 16 oz bottle of water that they had. I explained I really wanted a large cup full of ice water and was willing to pay for the cup. It was $5. I paid for it and handed an empty cup and directed to the soda fountain to search for the water dispenser-only to be informed moments later that the soda machines didn't offer filtered water- you could only get water from a couple of questionable water fountains- (which I could have done for free). I immediately returned to the counter- not 30 seconds after I paid for the cup and explained that I had expected filtered water not water fountain water and would like to return the cup and get a bottle of water instead. The man said he needed to get the manager. The manager came and I explained the situation. The manager asks, "Well did you put anything in the cup?" (Weird question- especially since I was waving the cup around as I was explaining the situation, it was obvious there was nothing in it.) I said, "No. I JUST got the cup JUST this minute. I want water and your machine doesn't offer it. He asks AGAIN, "Well did you put ice in it?" I gave him the cup and showed him- "No. I didn't put anything in the cup-(by this time I'm confused), Look-nothing- it's empty." After asking all of that not once but twice, he tells me, "Well we don't give refunds." I said, "Look I will just get a bottle of water. I am taking medication and I need filtered water. " He says, "Well we don't give refunds, FOR ANY REASON-EVER". And he clearly stresses the "FOR ANY REASON EVER"."So we'll have to charge you $2.50 for the bottle of water." I have to admit, I was a bit put off. If they don't give refunds" FOR ANY REASON-EVER" what was the point in asking me if I had put anything in the cup or used it?! And if the "no refund" policy is so strict, why isn't your cashier aware of it instead of running me through the whole, "I have to get the manager" rigamarole and why the interoggation about whether or not I used the cup? It was insulting. In the end, I let the general manager know how I felt and he was professional enough but as this is my second unpleasant experience here I would rather not return. I paid for the bottle of water and kept the cup and gave it to someone else. When I did talk to the GM I politely refused any offer of renumeration up front because I was not complaining because of the money, I wanted to make a point about how the situation came across to...

ICON cinemas at the ABQ Four Hills location has been my theater of choice for many years. The theater has impeccable seating and quality experience that cannot be matched anywhere else.

However, my family and I had a horrible experience of discrimination last week when we brought in a blanket bag. There were some leftover snacks in the bag from our prior movie experience that we did not take out. The employee asked to check the bag after we bought concessions at the counter, we cooperated and went back out to the car to unload the snacks after being told we cannot bring them in.

We hand-held our blanket by itself to go back into the theaters. When we came back in, someone else stopped us before we entered the theater and asked my mother to shake out the blanket. My family member got upset as no one else was asked to have their bags checked, no one else was being checked or having their blankets shaken out, and we had already been checked at the counter. My family member shook the blanket with frustration but cooperated but was met with the employee raising her voice, yelling at my family member, and kicking them out. "YOU DON'T GET TO WALK INTO MY THEATER, SHAKE A BLANKET IN MY FACE AND STAY. LEAVE. I ASKED YOU TO LEAVE." The employee proceeded to ask security to come over to kick my family member out. Thankfully, I was able to explain to security and he allowed us all to proceed with our movie.

Regardless, it was a bitter experience that leaves me with no intent to return ever again due to the lack of kindness and exercise of power that we were met with today.

To see my family member, an immigrant, to be treated with such hostility and aggression was painful.

I wrote multiple emails to share this grievance without any response from anyone. I cannot express the disappointment I have and the pain that I...

Usually love Icon theaters, but this one was absolutely horrible. We came to watch the wicked movie and when we get there, they tell us tye popcorn was closed. My mother already paid for it online and the only options she got was to either get a gift card or a different food item. This already was upsetting, but during this time, there were 3 women who were behind the counter who were looking at my mother and laughing. This little bit already ruined my experience here. But on top of this, my mom decided to get nachos for the refund on the popcorn. The cheese was extremely cold and the nachos were absolutely disgusting. When we arrive to the auditorium, we take our seats. The movie had already begun and one of the lights (which was right above us) was still on. My mom asked for thrm to turn it off and they did. Not even 30 minutes later, my moms nachos had been dropped onto the floor because the seats arm rests were VELCRO and they came off. We did not get refunded on this. This next complaint i understand is not something the theater can control, but a man kept coming in and going up and down the aisles and even one time yelled for someone in the room. The seats were extremely uncomfortable as well as they were very loud when moving them to recline, not machinery loud, but rubbing against leather loud. I dont usually leave reviews on places, but this could not be left unsaid. With rude employees, uncomfortable seating, many disruptions, and bad food service, i can say we will not be returning. To end my review, as we leave the theater, the popcorn machines were up and running again. This was the worst experience ive had at a theater. But as for the movie, the pictures and audio were great. So for the movie, the rating is 5☆ but due to all of the issues we came across, i have to leave my...