Regal Summerlin Luxury — Local services in Summerlin South

On 12/26/23 between 9:30pm and 10pm My family and I decided to go to Regal Summerlin Luxury since we had never been there before.

Really nice theater except one person, which is the concierge employee name Betty. She was extremely rude to my mother who is a senior, My Mom was asking questions about the posters that was at the table which we did end up putting money inside the tip jar for purchase of one. My younger brother was asking her how was her day going ? and she gave off responses as if he was bothering her. The tone of her voice and body language was just pouring out pure evilness and we had never seen this lady prior to that day so we did nothing to deserve that treatment.

When it was time for us to go in our movie, we showed her the 5 tickets that we had purchased, instead of her saying what number theater we were in she just told us that it’s next to the men’s restroom

Once our movie let out we hung out in the lounge area for maybe 25 minutes, to the left of us there were 2 or maybe 3 teenage girls who was sitting at a table, They get up to leave and apparently one of the girls didn’t push in her chair which I felt wasn’t intentional… So now here goes Petty Betty she literally pulls her mask from off her face and yells at the young lady “YOU GET BACK HERE AND PUSH YOUR CHAIR BACK IN NOW, PUSH IT IN RIGHT NOW” as if it were a crime for not pushing in a chair that wasn’t far from the table. I couldn’t believe that she was yelling at a customer to where the entire lobby can hear her. I stand up immediately to come to the little girls defense and had to let Betty know that it’s not cool for her to yell at customers and that she really messed up our experience as first time paying customers at that theater. I went over to speak with a manager name Carly who has short pink hair and did a verbal complaint against Betty. I’m not sure how much of a talk Carly had with Betty, but I’ll tell you how far I’m going to go… I will be contacting the District Manager Anthony to report her behavior towards the guest.

We have never received service like that at a movie theater and Betty should receive disciplinary action for her actions towards My family and I and also those little teenage girls. We will never go back to Summerlin Luxury or even suggest it because of Betty. Thank you for your time and attention...

First, when booking online, there is no clear indication that accessible seating is specifically to enable wheel chair accessibility. I booked one of those seats and a companion seat. I am currently in crutches and a boot so I figured I would book these seats to make it easier for us instead of going up the stairs. I tried to call in advance to double check about seating but it is all automated.

Once we got there we noticed there was no seat for me. We waited hoping that maybe the other accessible companion seats would be empty but people had purchased those seats.

As an aside, I think it would be wise for Regal to monitor the purchasing of those seats for people that legitimately need it and their companions. My situation is temporary but I can't imagine how hard it must be for someone with a long term disability and going through a similar situation.

So we were escorted out and were shown 1st row seats or separated seats available for multiple showings that day. We were then offered coupons for another day that showed an expired date 10/31/21 and were told that would be fine, "we use these tickets expired all the time."

We looked for other Regal theaters and had the same questions about seating. We tried calling but it's all automated and they tell us to visit the webpage. We tried to have someone help us in person because we hadn't yet left the theater yet and went through 3 people before talking to someone who could help clarify.

They were not able to purchase tickets for other Regal theaters, they were not able to tell us about accessibility seating clearly, and we were not able to use the coupons for advance purchases.

We asked for a refund and got it. (I hope)

We decided to go to Galaxy Theaters that same night instead. They do list that they maybe have to move us if someone with a wheel chair needs the accessibility seating online; however, they said they would accommodate me over anyone else due to my situation on crutches and boot.

Overall in a way it was better at Galaxy Theaters because the spacing from the screen and seats is a little better our my opinion.

That's it really, hopefully there's something to take away from our experience to help future customers with a...

I will start by saying this is my go-to-theater first. If my movie is playing here, this is where I will go.

When they first opened, the luxury was phenomenal with comfortable seats, great food options, a nice bar, and in-theater waiting service. All of this made it worth the extra money to see a movie there...although in the beginning, the movie options weren’t the greatest.

Today, the movie options have improved, but we have lost a lot of what made this theater better than the rest. The prices of tickets and food/beverages have increased, while the quality of food, amount of food options, and number of staff has gone way down.

You have to wait in line forever to order your food or drinks and food prep takes forever because of the lack of staff. Each day I have gone I have been told they no longer offer in-theater waiting service on that particular day (no matter what day of the week it is).

Sometimes there is a ticket taker, sometimes the bartender does it, sometimes we are on our own to scan our tickets with a device. Why am I purchasing expensive tickets for my family while it would be so easy to just walk in to any theater and hope I grab an open seat?

Your level of service and appeal are dwindling, making you just another theater like the rest. Please, please bring back what made you guys stand out: great food options (not regular movie food), in-theater waiting service, and more staff in the lobby.

Three stars because the theater is beautiful and always clean. I’ll bump up to 5 when they bring back the...