Marcus Renaissance Cinema — Local services in Sturtevant

This theater is always nice, with the exception of some of the staff. Today was a prime example of this. I'll elaborate below.

We came in late to see a showing on the UltraScreen. There was only one worker at the ticket counters and she was assisting another (large) party, so we (just my husband and I) went to one of the ticket machines instead. We selected the movie, time, seats, pushed in the card, received the transaction notification instantly, though the machine did not provide a confirmation nor did it print the tickets. Our first thought was that it may have been out of paper and just glitched out, so we went to the machine next to it and inserted the card after selecting the option to print tickets for already purchased... except it said nothing was found (despite our card having already been charged). So, we went up to the ticket counter (now empty) and explained the issue, including what movie we were there to see and what time. She proceeds to ask if we have any sort of confirmation number or ticket on the app. We didn't use the app, so... No there. She asks us what movie, we had already mentioned that... Okay, no big deal. She pulls up the bookings and asks if we're someone else. Nope... Okay. She then pulls up the seating for the showing and asks what seats we had picked and proceeds to tell us the ones we mentioned initially are broken so we couldn't have picked those... Uh, okay, why were they green on the ticket machine then? At this point, I'm just baffled at the sheer complexity this is getting to. Your machine screwed up, we can show you the charge, print us some tickets, y'know? No. She ends up telling us "Well, you can sit in those seats but if someone comes in with tickets for them, you have to move." We were already running late at this point and I was now flustered, so I just gave up and we left the counter WITHOUT TICKETS (mind you, I collect them for a frame at home so this is immensely frustrating to me in itself).

Anywho, I've been to this theater several times in the past and this was my first visit back in several years (I had been living out of state). I'm happy to see it's still a nice theater and has upgraded over time in correlation with other theaters. The heated seats are nice and dream loungers are always a plus. I love the UltraScreen and the sound seems to be just right in the theater here. Food is theater food, a step above average typically.

I'll end this on the reiteration that the main problem I tend to ever have at this theater, or most Marcus theaters really, is the staff. They give the impression that they're overworked, underpaid, and lazy. I would hope Marcus pays well enough for this type of job, so really, slap on a fake smile at the very least and be...

There was a 20-min technical delay 3/4 into a lengthy film. The only way we "knew" what the plan was was by overhearing what the projectionist was radioing to her colleague who eventually showed up and stood near the exit. That employee (better yet a manager, although they may have been the one in the booth trying to fix the problem?) should have immediately announced who they were, apologized for the disruption, and asked for the audience's patience while they figured things out. Said employee was probably young, inexperienced, and nervous about having to deal with a potentially upset theater full of customers whose movie was interrupted at the height of the action! Hence the need for a manager. Instead, we sat there in the dark for quite some time before any employee showed up and sat there some more with said employee remaining silent. Secondly, a manager should have been at the exit offering coupons for a free movie or free popcorn or something after the movie ended, even for those of us who had the patience to stick it out. The technological glitch was no one's fault, but how they responded and dealt with it could/should have been significantly better. Hopefully this was a teachable moment for the staff.

Lastly, the bathrooms were really dirty (a complaint at almost any public place), I couldn't find a working soap dispenser and not all sinks were functioning.

This location is always my last choice because it is consistently not as well-maintained as other Marcus locations. That said, I'm consistently horrified at what pigs the patrons are at any theater and what the staff has to contend with after every showing (thank you!). Pick up and throw away your own trash, people! It's...

This theatre was very disappointing. I purchased a LARGE popcorn & asked them to put extra butter throughout because I can't stand dry popcorn. As soon as the employee handed me the bucket, I tasted it as I walked away & it was dry so I had to go back & wait in line to ask for more butter & when I finally got my turn at the counter, the employee takes out a squeeze bottle to add some more liquid butter on top. Unfortunately, everything below the top layer was extremely dry. If this theatre was like Cinemark Theatre's, I could go to the self-serve station & add my own butter. My second complaint was that the seat that I was sitting in, did not work at all so I could not put my feet up or recline the seat. Plus there were rips in our seats too. The theatre room we were in was one of the smaller ones & it was run down. I only went to this theatre because the movie we wanted to see wasn't playing at our local theatre. I am a huge popcorn fan but this popcorn was so dry that I ended up throwing the rest out instead of getting my free refill to take home (which is very unlike me). They need to get with the times & install a self-serve butter dispenser. They also don't have a "tap" option for credit cards & I actually had to hand my credit card to the employee when I purchased my tickets.....like seriously, this isn't the 1980s. Also, there was only one person working at the ticket counter on a Sunday afternoon & the line was backed up to the door & there were other employees, including the manager, just standing around doing nothing....one of them could have helped out at the other ticket counter which wasnt being used to get things moving faster. Definitely...