Cinema Carousel

4289 Grand Haven Rd, Muskegon, MI 49441, USA

Address:	4289 Grand Haven Rd, Muskegon, MI 49441, USA
Phone:	+1 888-894-3456
Site:	celebrationcinema.com
Rating:	4.3

Location

Cinema Carousel: A Deep Dive into Customer Reviews

Quality of Service

Staff Interaction: The staff at Cinema Carousel are generally described as friendly and helpful. However, some customers have reported less-than-ideal experiences, particularly when it comes to enforcing policies around outside food due to allergies.
Cleanliness: The theater is noted for its cleanliness, including well-maintained bathrooms.

Accessibility

Assigned Seating: The theater has implemented assigned seating, which has received mixed reviews. Some patrons appreciate the convenience, while others find it restrictive and problematic, especially when it comes to choosing seats based on other audience members.
Ticket Purchase: The theater has moved to a system where tickets are purchased at the concession stand, which has led to longer wait times for some customers. There is a kiosk available, but it adds a fee and doesn't accept cash.

Pricing

Concession Costs: Snacks are described as expensive, which is a common sentiment about movie theaters in general.
Ticket Fees: Additional fees are applied when tickets are purchased online or at a kiosk.

Types of Services and Entertainment

Screen Options: The theater boasts 20 digital screens and offers first-run movies as well as special events.
Seating Comfort: The seats are comfortable and come with armrests that can be raised. Recliners are also available.
Popcorn Quality: The popcorn is fresh, and customers can add their own butter flavoring. There are also flavor shakers available for customization.

Location

Ease of Access: The theater is located in a less busy street, making parking generally available.
Proximity: It is situated in a smaller city, which some customers find to be an advantage for a more relaxed movie-going experience.

Special Promotions

Bucket Promotions: The theater runs bucket promotions twice a year, offering free refills on popcorn for those who purchase a promotional bucket.

Customer Experience Over Time

Long-Term Relationships: Some customers have been frequenting the theater for nearly a decade and appreciate the familiarity and recognition from long-term staff members.

Areas for Improvement

Policy Clarity: There is a need for clearer policies, especially concerning food allergies and ticket purchasing options.
Customer Service: Some customers suggest that the theater could improve its customer service, particularly in handling special requests and complaints.

Special Note

Cinema Carousel is a well-known entertainment venue in Muskegon, Michigan. It offers a variety of movie options and special events, making it a popular choice for both locals and visitors.

Photos 100

Reviews 3

Brooks Kolenic

Evening started out nice - friendly staff at the ticket counter helped my wife and I decide between two movies we were contemplating. We then found our seats in the assigned theater and settled in to enjoy our selection. Due to a number of serious (tested and documented) food allergies that my wife has, she typically will bring her own snacks - she is allergic to dairy, wheat, egg, and peanuts for starters, which pretty much eliminates most selections in an actual restaurant- surely makes things difficult in a theater concession... Early into the movie I noticed this drew the attention of a staff member who seemed to be assessing the situation... not long after he exited the theater another staff member came into the theater and exhibited similar behavior... He also exited only to return and approach us and let us know that outside food is not allowed. Trying to keep the interaction brief I leaned over and replied that my wife has food allergies so she brings her own. The staff member seemed satisfied with this and turned and left the theater. We proceeded to watch the rest of the movie without further interruption... Up till this point I would have rated this experience a 5- as I mentioned the staff had been courteous and helpful, seats comfortable, theater clean, and the staff that approached us were just doing their job... I can certainly appreciate and respect this. 5 stars up till this point.... Things went south as we exited the theater and were greeted by two staff members (hadnt met these two yet). As my wife disposed of her garbage she light heartedly said to them I got in trouble for bringing my own food (with a chuckle)- the waste was clearly not something available at the theater and my wife sensed that the staff noticed this. This is when the first staff member stated that they do not allow food to be brought in from the outside. My wife replied that she has food allergies and as a precaution she brings her own snack. This is when the second staff member replied; "well next time we will kick you out". Surprised by the response, my wife asked her to repeat herself and she stated once again that we will be kicked out next time. So a bit bothered and humiliated by the level of hospitality we received we requested to speak with a manager who promptly arrived to join in the discussion. Shockingly the demeanor and attitude of the manager was not hospitable or understanding at all either... So I guess my Wife will have to choose whether shed prefer to watch a movie or have a snack - just doesnt seem reasonable or fair and some might consider it discrimination (going to file complaint with the ADA). So to top this off the manager says- you tell me what your allergies are and Ill find something on our menu you can have... Perhaps he should know what her allergies are before he can be so sure that he can find something on their menu!! It came across condescending and insensitive. and needless to say his first suggestion had dairy in it, go figure... we requested a menu and it was quite easy to quickly eliminate most items just by the title. When asked if he could find out ingredients he said he could get them for us, so we asked him for them... and he replied he would need to send them to us... so if we walked up to the concession stand before the movie and wanted to inquire about ingredients we would have to have them sent to us?! So how is anyone with allergies or diet restrictions supposed to make a selection that they can be sure will not cause an issue?!!! Seeing how my wifes allergies is something we have worked with for several years now - we already knew that there is a extremely low probability that this information would be available as it hasnt been in the past, so she comes prepared with her own snacks. Much like we know we cant go out for breakfast because everything typically has one these allergen ingredients, not to mention concern for cross contamination. Never experienced anything like this before, most places are extremely accommodating. Unfortunately not here.

Kate Met

I have been to several of the Celebration Cinemas, and most are nice enough, but Cinema Carousel is my favorite. Its in a smaller city, on a less busy street, parking is usually pretty available. Everything inside is clean, the bathrooms in particular. There are 20 digital screens, and besides first -run movies, they do many special events. The seats are comfortable, with armrests that swing up if you want to snuggle with your date, and recliners down in the front. The popcorn is good and fresh, not that "we made this a week ago an stored it in a huge plastic bag" flavor. Oh, and you add your own butter flavoring, and they have those shakers of added flavor to doctor it up. Prices are movie-Thayer prices, but they run bucket promotions twice a year. One from November to April, and one from May to October, where you buy the promo bucket, and get two free fills a visit. If youre a regular (At least 5-6 visits each timeframe), you come out a head. The staff. They are great. This is the kind of place where employees mostly stay for a long time, so they recognize the regulars, and are very nice to them. This has been my main go-to theater for nearly ten years, and Ive got to say, I love the assigned seating. Ive sat in long lines for premiers, running to grab my preferred seats. That isnt fun, you know what is? Getting to the theater 20 minutes before the show, getting my concessions, and then leisurely walking to MY seats because no one else is getting my center-back seat, no matter how early they got there.

Tom Loss

This theater has been where I see movies for the last 15 years or so. Unfortunately the new policies its implemented havent turned out well for me. Assigned seating doesnt seem to be working, yet they insist on keeping it. And now I have to wait behind people in the concession line to buy tickets. They have one kiosk that adds a fee and it doesnt take cash, They charge a fee for online tickets as well. It is absolutely inexcusable to make customers but tickets in the CONCESSION LINE. Worse yet, when I addressed my problems with the manager, He didnt even seem to care Moreover, the theater experience is just getting worse all the time. Everything comes with an up sell, snacks are stupid expensive, and now thanks to assigned seating, you cant move if the people in front of you are tall, or have BO, or talk incessantly. The theater doesnt enforce the no cell phone rule either, Ive been to multiple movies where people are texting, and once when someone was actually TALKING in their phone. Even if the extra expense was justified because of the experience, it all goes out the window when discourteous individuals arent even addressed. The theater is in a nice location, and the theater itself is in nice shape and well maintained. The new seats are a welcome addition. I truly hope they improve on things that are lacking. *update* Getting better, They seem to be keeping the ticket booth open longer. keep it up guys!