Star Cinema Grill — Local services in College Station

We have now been to two movies here, with varied experiences, so I'll share what I like and didn't like.

This is made clear on the web site, they will validate parking in the garage (bring your ticket to the front desk). If you park on the third level of the garage there is a set of doors that say "Star Cinema Grill" on them; walk through and you are at the entrance. If you park elsewhere in the shopping center you are responsible for dealing with parking.

There are two large TV screens outside which are kiosks where you can purchase tickets. The first time we went it worked flawlessly. The second time there was an extremely loud commercial playing on a TV placed just above the kiosks - my wife and I couldn't even talk to each other as we were choosing our seats. You select a movie, showtime, seat, adult/child/etc, and click a button to swipe your credit card; it gives about five seconds and times out, which was frustrating because you start over with "what day" and "which movie".

You can purchase tickets from the agent just inside also. Every employee I have talked to has been extremely nice. I like to use the kiosk but the annoying commercials playing above it were a huge distraction, so perhaps next time I'll go through the line and just buy from the employee. This theater accepts Moviepass also.

The lobby is very large, with giant windows, there is a large bar and couches around the room where you can hang out if you like. Very tall ceilings and large windows (the lobby is on the second floor of the building, just in case that wasn't clear from my description of the parking garage)

Screens are clearly marked and have a video screen showing the movie and showtime outside the door. Bathrooms are scattered around - larger ones near the lobby, and small family bathrooms closer to the theater screens. The halls are kept pretty dimly lit which took a little getting used to. There are benches around if you are waiting for someone or just want to have a sit. Everything is finished nicely.

Seats in each auditorium are clearly marked (F3, H2, etc) and each pair of seats shares a small table. Inside a slot in the table are menus, and there is a call button to alert a server. You can order from a range of food (nachos, pizza, eggrolls, desserts, sodas, popcorn, beer, wine, candy) and it is brought to your seat. Prices are not super cheap, they seem about the same as if you were buying a burger or pizza at a sports event. For example, a pitcher of beer ranges from about $18 to $29. A single beer is $5 or so (depending on domestic, premium, etc). A pizza is $12 or so and pretty good size, easily could be shared by two persons.

The first movie we attended I was a little distracted by the servers coming in and out (they wear dark uniforms and crouch if they can, so they are doing all they can to not distract viewers) but it was a busy showing on a holiday. The second movie I barely noticed them moving around. There are some lights at the side of the theater that are kept at a soft glow so they can work and so customers can see their food to eat.

The screen is brilliant, very high definition, bright colors, super crisp. The first movie we watched seemed to be a decent volume, the second was very loud. Before the previews the screen was showing a video game that customers can play if they download an app; it is a shooting game and was very loud also. The seats recline and seem a very good size. There are shared tables between each pair of seats so be aware of the arrangement if purchasing tickets or you may end up sharing a table with a stranger.

By the end of the movie a server will drop off your check (if you made a purchase) for signature. We provided a credit card when we ordered so all we had to do was sign (and I gave a tip because they kept me from making several trips to get food and drinks)

This is a very nice theater. For my needs it is a little expensive (I just want to watch a movie and have a popcorn) but it is unique and it is not required to order dinner and drinks, I can just...

To provide some context. We went on a Saturday 10:55pm showing. We arrived about 10 minutes before the showing to settle in and place an order.

We waited about 10 minutes before someone came to our table to take our order after we pressed the button for service. Then the server tells us that the kitchen is closing in 10 minutes and she can take all our orders at once and drinks would not be refilled. After they swiped our card for an authorization, she proceeds to say that she can refill drinks but not take any food orders as the kitchen will be closed.

We only wanted drinks and we ordered a Coke and Coke Zero. Mind you, the previews have started. She places the order at around 11pm. We did not receive our orders until 38 minutes later. THIS IS UNACCEPTABLE! Two drinks and it took the server 38 minutes to get it out? RIDICULOUS!

Second, there were some guests that came in late after the movie had started. From there, it took the server more time to get to them to place their orders. To our surprise, a different server came back with food and drinks for them. We looked at each other confused and we thought at this point, surely the kitchen was closed as we were told by our server at the time when we ordered the kitchen would close in 10 minutes.

All that to say, we’ve had a TERRIBLE experience and I can say this wasn’t the first time. I work in the food and beverage and hospitality industry for years and it’s disappointing to see that the food prices listed on the menu doesn’t justify the quality nor the service. I’ve been to many cinemas similar to this with a full meal service and by far, this Star Movie Grill location in College Station is definitely below caliber and EXTREMELY UNDERWHELMING.

There were about 10 people total in the theater and you’re telling me it takes you 48 minutes to get 2 drinks to your first set of guests and then about halfway through the movie to serve the entire movie theater?

To say the least, we are VERY DISAPPOINTED in this location and based on our experience, WOULD NEVER EVER recommend this location to any friends, family or groups. We are better off regarding to price and service through Cinemark and Premier Lux in town.

I hope the company and guest services reflect on their service delivery because the prices sorely does not reflect the overall experience.

DO...

I felt it was important to reach out to you about a service or multiple service misses at your College Station location. The experience and service I received was atrocious. My hotel is less than 4 blocks away from your theater. After attempting to call the location 3 different times with no answer, I made the decision to take the chance and go to location. After arriving and having to pay for parking $6 I went up to the theater lobby and waited to purchase a ticket for the 12:45 showing of DOG. I waiting for over 12 minutes and yelling “HELLO” “ANYONE HERE” for someone to arrive. I believe it was the manager Andy / Andrew, who said sorry and threw his server under the bus saying his server was on break. If she was on break why wasn't he covering the front lobby? I asked about the movie options and if they validated parking to his response well if you parked above the 3rd floor it’s free! I am not from the area and if he would have answered the phone I would have asked that question about parking.

He preceded to shrug that off and said I would be in #3. When I walked into the doors it was ok, but sitting down I noticed it was not clean. There was a used straw next to mine. I have photos. I then moved seats and waited for the server. 3 total people were in the theater for this movie and never once was I welcomed or engaged by the server. I felt something like a hello or maybe if you need anything push the button. The button wasn’t explained to be either when I was there. Once the show ended I waited to speak with someone about the overall experience.

Again, waiting around 10 minutes for someone to show up. The young lady called to manager and he came out from his hiding place to tell me that well I should have pushed the button. Horrible all around service. This is not the service anyone should received when paying $9 for a moving when less than 3 miles your competitors are charging $5.75 for the same experience, but they offer concessions as you walk in so a least I could have go something like...