Regal The Loop — Local services in Kissimmee

Updating my review, 6 years ago I left 5 stars today I retract 4 of them. I’ve been a loyal customer at this theater for years, but my recent experiences have been beyond disappointing. The last time I came, the theater felt like a sauna—unbearably hot. My partner had to leave the auditorium multiple times because he felt like he was suffocating from the heat. That visit left such a bad impression that I vowed not to return.

However, I recently decided to give Regal at The Loop another chance after hearing it had been remodeled. While I’ll admit the upgrades to the theater rooms themselves were impressive—the seats were more comfortable and the air conditioning was finally working—the overall experience was completely ruined by the concession stand and customer service.

My family and I arrived early to enjoy the full movie experience, snacks and all. Our movie started at 7:30 PM, and we headed to the concession line well before showtime. Incredibly, it took over 45 minutes to receive our order—and even then, it was incorrect. What’s more frustrating is how disorganized the system is. You now have to purchase both tickets and food at the concession stand, which clogs up the line even more. Meanwhile, the separate ticket area sat completely unused. If staffing is an issue, implementing self-service kiosks (like many other theaters do) would be a smart and efficient solution.

The service itself was shockingly slow. I watched an employee take nearly three minutes just to put on gloves, and simple tasks like preparing a hot dog seemed to take an eternity. Everyone in line was visibly frustrated, and it wasn’t just us—people were making comments, sighing, and even switching lines only to be served faster than we were.

To top it off, when we finally got to our theater, there were people sitting in the seats we paid for. They apologized and explained that someone else was in their seats too—clearly, the seating system is not being managed properly. When we brought our concerns to the manager, we were met with nothing but excuses and zero effort to resolve anything.

This theater has clearly become a disorganized mess. Between the long wait times, overpriced concessions, poor customer service, and seat confusion, it’s just not worth the hassle anymore. Unless Regal at The Loop takes serious steps to improve staffing, streamline operations, and enhance customer experience, I don’t see myself ever...

We have been to this theater a couple times in the last few months and the experience has been been chaotic each time. It seems poorly managed to me. Bathrooms not kept clean enough during peak times, and not planning ahead for large parties such as camp groups coming through. Each kid having to purchase separately for snacks and having only two lines open. I missed 30 minutes of my movie waiting in line and I was early. They should have escorted the kids right to the theater and had carts ready with bagged popcorn and drinks that the kids could have bought as a bundle price with their tickets already purchased. I wrote the summer camp day off as a lack of staff maybe that one day and gave the theater another chance only to run I to the same problem. During prime movie times they had all lines open but the staff were so slow. We waited an hour to get our popcorn and ended up missing 30 minutes of our movie again. Now understand this was after adding more time and arriving even earlier because of my last experience. I didn't think think it could get worse. It did! I have always given extra time to get through consession when going to a movie at any theater but their timing is ridiculous. Movie night is supposed to pair with dinner out and date nights and family nights, if you have to add over an hour extra to the already movie time to go to stand in line it domino's everything else making dinner impossible. Plus missing part of my movie that my ticket was so expensive for! If your turing on the real and more than half of your bought seats is stuck in your concession line take a hint. Get it...

MISLEADING INFORMATION ONLINE AND TERRIBLE EXPERIENCE

First time coming here in awhile and I was greatly disappointed. I came here with a bunch of friends to see the new demon slayer movie which required 17+ to have an ID and anyone under to be accompanied by a "parent or adult guardian." Which is no problem at all since we had people 18+.....

HOWEVER, when we arrived, we were told under 17 had to be accompanied by someone 21+...which was never stated on the website. Apparently 18, 19 and 20 aren't considered adults here. Would be nice to know that beforehand, I can defend my country, vote, pay taxes, and legally adopt yet I'm not considered an "adult guardian".

We also had someone in our group who didn't have their physical copy on hand but had a picture, yet they wouldn't accept it. The employee also told my friend that she could walk around at other shops BY HERSELF while I go watch the movie, and yet he didn't know whenever she was a minor or over 18 at the time he told her. I understand he was following protocol but it was way too much to tell someone to walk around alone when they could be a minor.

So of course I had to ditch the movie, tried to get my refund online and it was rejected twice, tried calling the theater and nobody answered. Had to walk back inside to get my refund, the employees at the concession stand were helpful in getting my refund back and were very friendly. My main issue was with the employee at the check in and the misinformation online, wasted my time, money and gas.

BE MORE SPECIFIC ABOUT...