Regal Southland Mall — Local services in Cutler Bay

We live in South Florida and we recently had hurricane Irma pass on 09/10/17. We were out of power from 09/10 thru 09/16. The power resumed; we decided to celebrate by taking our son & his 3 friends to watch a movie. My son & his friends are ALL Honor student who take AP courses since being in the Academy they all attend. These are well rounded, respectful young adults. With all the peer pressure these days & bullying they still pursue ways to stay above the pressure and continue to strive academically for a better future. These kids are upstanding young citizens. That's just some insight on the situation. After spending about $75 in tickets and another $50 at the concession stand, mind you I'm spending this money POST HURRICANE, I asked my husband to escort the boys to the theatre and obtain seats while I finish paying for the food. As my husband was walking with the boys to the auditorium, the security guard stopped them very rudely by saying "Hey stop, where do you think you're going? To see "It", give me your ID's!" First of all I bought 6 tickets and the clerk verified that they were accompanied by adults as well as the ticket collector, so why midway to the auditorium while with an adult are they being asked tor ID? My husband says "Excuse me, these are my kids why are you stopping them for ID? To which this security guard responds "Oh your here to vouch for them? You gonna watch them, because I don't want any yap yap yapping during the movie" So my husband and my son alongside his friends are walking to the auditorium, just walking, they weren't being a nuisance, they weren't loud or disorderly, so again I ask, why were they being harassed for no reason? I spoke to the manager and he gave the boys free movie passes but that's not my concern. I find it very discerning that a security guard who obviously has a chip on his shoulder is allowed to talk to the patrons of your business in such a disrespectful manner. He's there to provide security not to bully innocent kids out with their parents. Aside from feeling disrespected, it was also embarrassing, because he did this in front of other people that we see daily because we all live in the same community. This is completely unacceptable behavior and needs to be dealt with as such. We live in a day in age where I can stream any new release movie for FREE. I chose to go spend my money so we can have the "big screen experience" All I got was disrespect and embarrassment. This was by far the worst experience I've ever had concerning my son and his friends. That security guard should not be allowed to interact with the public or provide him training on how to treat the patrons of your...

I’ve been to this location before and didn’t have an issue but on Oct 3,2019 I was treated VERY rude. I purchased two tickets to movie few days before for me and my daughter now rewind to October 3 I realize my son was over the age limit and no longer could get into the movies for free so I went into the app “REGAL “ and purchased his “child ticket” we get to the movie theater and this is what I didn’t appreciate and this theater needs to do training on respecting customers at all times. I came up to the lady sitting in the middle that collects the tickets and began to ask if I’m able to go into the theater where our movie was playing 30mins early only because I want my kids to sit down so I could buy the food. The lady started speaking loud to me embarrassing me in front of other customers saying “ you can’t take him into this movie he’s not old enough “ the issue wasn’t what I wasn’t able to do the issue was how I was treated in the Situation. All she had to do was speak to me not everyone that walking in the direction or other directions were looking because she was loud. I felt like a child. I asked for a manager and she sends me down the walk away and say wait down there loudly “ she will be coming from that direction “ as the guy comes over he comes from where she’s sitting and she’s loud then saying she’s down there.

I explained to the gentlemen when I purchased my tickets it two separate times and when I did the “child ticket” nothing popped up stating age Restrictions or even asking the age of the child. and if my son is with me why can’t we see the movie. All he said was he can’t see it. No one asked me to see ID to see my age. So I asked for a refund if we couldn’t see the movie. He began to do whatever so I could get the refunds I only received one refund which was for me and my daughter ticket and still haven’t receive the other refund for my sons ticket isn’t that coincidental. I tried calling but once I get on the phone and explain I’m waiting for a refund the young lady says she’s getting the manager and they just leave you on hold. VERY messy customer service skills.

It was no need for the lady to try and embarrass me like that it’s ways to talk to people she was loud with me as if we were fighting and we weren’t. She needs training and I still want my refund. Been waiting manager said it should only take 3-4 days from October 3,...

I'm sorry to hear about your unpleasant experience. Here's a review based on your description:

I had the misfortune of visiting this movie theater recently, and it was a truly disappointing experience. The cleanliness of the place left much to be desired; the carpets emitted a strong musky odor, with hints of urine, making the whole environment quite unpleasant. The seats were incredibly uncomfortable, adding to the overall discomfort.

To make matters worse, the temperature inside was sweltering. Despite the outside weather being hot, the air conditioning was not functioning, and it felt like a sauna inside. This not only made us sweat profusely but also intensified the unpleasant smells in the theater.

When I overheard another customer complaining about the conditions to an employee at the concession stand, I was appalled by the lack of concern or professionalism displayed. The employee seemed indifferent, not bothering to apologize or even acknowledge the complaint, which was disheartening.

Moreover, the prices at this theater are exorbitant. $11 for a can of soda is simply outrageous. Considering the uncomfortable conditions and the lack of customer service, it's baffling how this theater remains open.

Needless to say, this experience has convinced me that I will not be returning to this theater again. It's a shame, as I had hoped for a better experience during my second visit, but unfortunately, it was even worse...