Regal Lone Star — Local services in Tomball

I used to drive further to go to Regal Lone Star because in my opinion it was better than AMC 24 it has been a little over a year since I’ve been to this Regal and it has completely gone down the drain. I’ve never had a bad experience there until now. First it started with the RPX theatre AC being broken so they sent us to the concession stand to switch our tickets to a regular theatre at a later time. There was one register open at the concession stand and the line was long. Once we finally got to the cashier she told us we have to talk to the manager about switching our tickets but the cashier next to us overheard her and showed her how to do it. The next available time was an hour after the time I originally chose. So we went to play with the arcade games. This area doesn’t have a whole lot of games to choose from yet 2 were out of service and the air hockey was barely blowing air so it wasn’t working properly. We finally go and order our snacks and they didn’t have all of the ones they had showing on display for one, our popcorn was burned, and the fountain drink machines were out of lemonade and the only non soda choice was fruit punch which is way too sweet. Only one ice machine was working. The seats were good and the movie was amazing which were the only two positive things. Bathrooms not so much. They smelled horrible and come to find out that 6 of them were locked because they were clogged. Instead of unclogging and cleaning them they just locked them so the smell stayed in there. The floors were wet, half of the stalls didn’t have toilet paper, there was blood on the floor from I’m guessing a tampon since it was under the little garbage can they put in the stalls. By far THE WORST experience I’ve ever had in a theatre and especially one I used to frequently choose over any other theatre is disappointing. I spent $140 for this “experience” and it was my anniversary so I took my whole fam. I will never go back to this place. They opened up that really nice Regal off 99 and completely disregarded this one and it’s pretty sad. Don’t waste your money if you’re in the area Star Cinema in Vintage Park or AMC 24...

While the movie and seating itself was just fine, our overall experience was sub-par. The worker who scanned our tickets at the front sent us, and another two individuals, to the wrong theaters. We realized the mix-up because the two screens/seating arrangements were different, and all parties involved went to the front to re-verify that our tickets were correct (and the locations we had each been sent to were wrong). We were told "I swear your tickets said something else before!" when what he SHOULD have said was simply "Oops, I forgot that there were two showings at the same time and sent you both to the wrong place. My bad. Thanks for figuring it out; please enjoy your movie." Since the men at the front were now confused, we and the other ticket-holders just left and went to the theaters printed on our tickets to start our movies.... But then, a man came into our movie theater, blocking the view of the poor girl sitting next to me, and asked us to "follow him out so he could take care of the issue" - we explained that there was no "issue" and we would not be leaving the theater, as the movie had already begun, but we let him take my husband's cell phone with him so he could go show somebody the tickets (or something). He returned with the phone about 5 minutes later, and handed it back (again blocking the view for another customer). Roughly 10-15 minutes later, he came BACK and asked to see the tickets AGAIN, and at this point he had my husband turn the phone on and show the tickets right then and there - now he's blocking people's views AND has a lit phone screen in his hand! I'm not sure how this situation was allowed to happen, or why he had not received better training on customer service and the way the online advanced ticketing process works, but everyone in our row (as well as, I can only imagine, the same row in the other theater) was subjected to his embarrassing lack of decorum (and common sense). We hope that this incident will lead to better training and oversight in the future; as for us, one experience in this theater was more...

We went to go see Dungeons and Dragons yesterday. It was our first time at this theater. The young man by the entrance was very nice. He asked if we already had our tickets, which we didn’t. He told us our options on buying from the kiosk or from the concession stand. We decided to get them from the concession stand so we could also get popcorn and a drink. The gal seemed so disinterested to help, it was insane! We told her we wanted two tickets to D&D to which she asked ‘for what date?’ and then asked ‘what time?’. Which was weird. We said ‘today’. She looked away at something and then said there was no show for today lol. I repeated myself and asked was there no show for D&D today at 3:10??? She then proceeded to print the tickets. First of all, I think she misunderstood us and thought we were asking for tickets to a different movie that wasn’t out yet. Secondly, she should have double checked with us if in fact that’s the show we were wanting tickets for. Thirdly, she could have just apologized and said she didn’t hear us correctly, or even acknowledge her mistake. Fourthly, she didn’t even bother to ask if we wanted anything to eat or drink!! She rang us up and set the empty cup on the counter, which was empty. We started walking away, confused about where to get our soda because she didn’t bother to tell us. I realized we didn’t grab our popcorn so we went back and it was just sitting by her counter. She didn’t even say anything when we had walked away the first time!!! This is customer service??? How can you have employees so disinterested to help or be courteous or even smile???? People were walking around with their empty soda cups, which means they were just as confused!! We found the soda machines. The two big ice machines on the side don’t even work. Why are they even there?? You can get ice directly from the soda machines so why have those two there? Either have them taken out or at least put a note on it. The theater itself was decent and clean. Management really needs to enforce some kind of customer...