Regal Virginia Gateway — Local services in Gainesville

Lights were on during movie showing. Seats were sticky and uncomfortable.

Def would not visit this establishment again.

Escalated my experience to customer support and was given this response - Dear Sir/Madam

Thank you for contacting our office.

I would like to offer my sincere and unreserved apologies for the inconvenience you have been through during your recent visit to our theatre.

We do value the feedback coming from our customers. Either positive or negative feedback is very important to us. In the light of the details provided by you, I have passed them to the Management Team in order to let them know about the problem that you have raised. We aim to provide an exemplary cinematic experience to our customers and it is disappointing to read that this was not your experience.

In the event that you are ever unhappy with your performance, the cinema staff are more than happy to attempt to offer a solution where possible, providing that they have been informed of this during the performance. For this reason, we do ask customers who are unhappy with any aspect of their visit to leave the auditorium within 20 minutes of the start of the film and a full refund will be processed.

Please be aware that if you stay for the entire performance, we will have to take the view that you were happy with the screening, and will not be able to offer a gesture of goodwill in the future.

Please accept my sincere apologies for any frustration experienced during this visit and I do hope any future visits to this cinema are more enjoyable.

Sincerely,

Daniel

Customer Relations Team -^ It does not say anywhere on the ticket receipt that you should leave the screening after 20 minutes if there is an issue. It is the responsibility of the staff to ensure the lights are off when the movie starts , I worked in a movie theater before, there is a person up top who's supposed to inspect the equipment/lighting when movie is cured to start. To be frank, I left the movie 30 minutes prior to ending because of how bad the seating condition was, I did not get to enjoy the movie at all.

The seats were STICKY, The arm rests were STICKY. I simply wanted a refund for my tickets but that seems to be out of the question so I am leaving a review here.

If a solution is offered because of my experience, I will consider taking this review down , until then others should know of the sticky seats & lack of inspection from the...

Update: I was informed by Regal the follow: "Management was on hand outside this auditorium to distribute complimentary passes immediately after the feature ended"

I left before the movie ended so I was not able to receive these vouchers but hey did send me vouchers via mail. so I have updated the rating to a 3. Have no idea when I will be able to use these vouchers but its nice to know I get a 2nd chance. thanks Regal.

My Wife and I have not seen a movie for 2 years since our son was born. Recently we were fortunate enough to have some close friends staying with us for a few days right before Christmas. We decided to take this opportunity to go out and see a movie after we had put our son to sleep. So we went to this theater to watch the 9:40pm showing of Star Wars. We arrived around 9:55pm hoping as we walked in the movie would just be starting. When we walked in the previous movie was ending. We watched out and ask the ticket guy to make sure and he stated the movie before had some technical difficulties and it started late. So we went back in and waiting for the movie to start. So the movie finally started around 10:15pm. The movie time is set at 2 hours and 16 minutes so we believe we would be home around 12:45 at the latest since we live close by. But around 11:30pm the movie just stopped playing. The projector just lost power and everything went black. Some kids up front went out and let them know the movie was off. Manager came in a short time after and asked us to move to another theater. By this time we are outside the theater 3 and its 11:45pm. We have no idea if we walk in the movie will start shortly after. So we decided to leave. We were not offered anything from a manager just an apology. I contacted Regal via email and let them know and asked to be contacted back. I still have not heard from them. I will update this if I hear back but as of now I would not be going back to...

Careful which line you stand in.. I wasted nearly 30 mins, standing in a total of 3 lines.. all the patrons were extremely confused.

Saturday night.

1st line = ticket swap only line, no sign, many folks were turned away after reaching register. They didn't announce or tell folks what the line was for.. I kept hearing them say something about tickets only and turning folks away to other lines.. I was there to buy a ticket, so figured I was in the right line.. nope! Ticket swap only.. what even is that?! Lol

2nd line = credit card only line, I was paying cash.. apparently since there is a national cash shortage (?), they only had cash in one register.. I begged the young lady, can you just go to the other register and ring me up, I've already stood in two lines for nearly 30 mins, am I really going to have to go to the back of another line? Yes was her answer! As I started to say that it would have been nice if they posted signs or told people, I noticed a credit card only sign taped a couple feet above the floor, to the counter. Which was not visible until you reached the counter as people standing in line were in front of it.. so instead I said, it would be nice it you guys hung the signs so people could actually see them!

3rd line = finally success, after another 10 mins in line, so nearly 40 mins total in line! Luckily we thought we had gotten there "early", in order to eat and play arcade with 3 year old daughter before the movie.. well so much for that! I was done at this point, as her mom told the cashier three tickets for Ron's gone wrong.. I said, "Yeah, gone wrong, just like this movie theater!" I handed her the money and took my three year old over to the arcade section.

ABSOLUTELY RIDICULOUS AND BY FAR THE WORST EXPERIENCE WITH A MOVIE THEATER I CAN REMEMBER! TERRIBLE CUSTOMER SERVICE, ABSOLUTE DISREGARD AND LACK OF ANY SORT OF EMPATHY FOR...