|Address:||4060 Albany Post Rd, Hyde Park, NY 12538, USA|
The Smell of Urine Throughout the Theater. A really disappointing experience at Hyde Park theaters during an attempt to see a film on Saturday, February 11th with tremendously surprising poor service by staff that didnt seem to be trained well. A groups of friends and I arrived for a 930pm showing and after purchasing tickets entered our theater to find a proverbial punch in the face with the horrible smell of urine. Im talking New York Subway type smell. This theater was drenched in it. I couldnt believe there was anyone still seated. It was unbearable. People were walking out, being unable to stand it. We stepped out immediately and I asked "Donna" for a refund because the theater smelled like urine. She informed me, "OUR theater does not smell like urine. We have a customer in the theater who smells like urine."... Ummm what? Apparently the staff was aware of this and I wasnt the first person to tell them. I had exchanged a pass for the ticket, having purchased a book of 10, as I had attempted to support the local business. The Hyde Park theater isnt anything fancy, but it is usually at least semi clean. Donna was not prepared to give me a refund as she pointed to a piece of paper serving as a sign that said no cash refunds. I hadnt used cash, instead used a pass. Though she informed me she counted that as the same... Okay... I asked if she was the manager. No. I asked if the manager was there and she began YELLING full volume across the registers/lobby, "Nicole this customer wants a refund... Okay, now. Not necessary. I thought something was off when I asked to speak to the manager and Nicole referenced herself as the "active manger on duty". I reminded the women Nicole I was asking for a refund because their theater smelled like urine. Again, Donna interjected, "No OUR theater doesnt smell like urine. We have a customer who smells like urine." Really bizarre. This place had otherwise been decently clean. Im not sure if the staff didnt care enough or werent trained properly on how to handle the situation. Donna scribbled her name on the back of my receipt, saying that was good for a free ticket. Getting my pass back wasnt going to happen apparently. Most amazing of all, neither Donna nor Nicole seemed to care, or even be surprised that their theater reeked of human urine. As a business owner that seemed so incredibly foreign to me, to keep nearly 100 customers forced to either sit in extreme discomfort or have to haggle with staff and then given a pass so to come back and maybe deal with more urine soaked theater seats. Ive otherwise felt fine coming to this theater and enjoyed supporting a small local business. But after the poor display here and the apparent lack of desire to correct a major problem that was affecting everyone in the theater, it seems highly unlikely I will return or at least not return without wearing a rain coat and bringing air fresheners. I will reach out to the owners/managers and hopefully they will correct the problem with their staff so future patrons can come here without being forced to smell urine throughout their films or who may be afraid to speak out like I did. Donna clearly seemed like she was trying to make a scene, trying to embarrass me for speaking out and not taking her excuse at face value. That was unnecessary. No one should be forced to either remain quiet and sit through that, or have to worry about being called out by staff.
Terrible customer service and overall the worst theater experence Ive had by far. My wife and I went there, bought our tickets, and when we entered the theater it was packed. We literally found one seat. So we came out and politely asked for our money back, this lead us to the manager (40 something year old brunette lady). The response we got, "there are seats, just not together, we show 4 seats left". My response "I come to the movies to sit next to my wife". They said, "no there are seats, so no refund". My response, "thats ridiculous, people come to the movies to watch together". Manager said "No refunds". So I paid $15 to walk in the theater and walk out. If you include the drinks and popcorn, then I spent over $20. Horrible service and nasty people. If you are going to make such a steadfast rule, then you should tell the customer before hand that they wont be able to sit together. I wish I could give this 0 stars. Find another theater, literally any other theater.
I love the Roosevelt Theatre! John and all the employees are so friendly and helpful, Often I attend alone. I am a real movie person and it is 5 minutes from my home. My attendance at movies is divided between here and Upstate. I actually got a free ticket book for Christmas. One of my favorite gifts! My 1st ticket will be this afternoon to see Joy, Hope the lady who I discuss the movies with is at the ticket booth! The young people are really great, Makes you have real faith in the younger generation.Oh the seats are a little tight but that is a small price to pay for all the excellent things the Roosevelt has to offer!
My family and I love going to the Roosevelt theatre. The selection of movies is generally very good and they always have the more popular movies coming out for people of all ages. The prices and accommodations are great as well. With the skyrocketing ticket prices, Roosevelt does an excellent job of keeping their ticket prices fair and steady. I would hope they eventually upgrade their seats but Im sure this would probably raise ticket prices. So if thats the case, keep the seats and save the ticket prices.
My family and I absolutely love coming here. We are a family of 6, so its quite costly to see movies often.. So finding Roosevelt Theatre was awesome! Its extremely affordable, comfortable and the only 3D glasses that dont give us headaches. Staff is always friendly, its always clean. We also love supporting local family owned businesses!! This family will continue to stay faithful customers. And we always recommend to others!! Thank you for your wonder place of business
Went to see Baby Driver left disappointed and angry. I would understand technical difficulties but not one person came in to let us know what was going, or when they gave up fixing the machine. Need way better customer service and better solutions for when things go awry. Communication was awful between employees and customers. Do not recommend.
One of the few theaters that uses real butter on their popcorn. Low admission prices. Comfortable and old fashioned movie house with outstanding surround sound. So....you pay less money and get better popcorn without crowds of rude people that talk during the movie. Its a no brainer for me!!!
The popcorn was good and easy to find seats for a party of 8. Their selection of sodas was pretty good as well. Would have given it 5 if the movie (triple 9) had audio for the first 2 minutes. Im serious, there was no audio for the previews either. Only this stupid elevator music.
Always clean, best prices in the area, nice people & fresh popcorn. What else do you need for going to the movies? Its perfect, and local. My wife and I go there all the time and every movie has looked and sounded great. Go to the Roosevelt and enjoy the show!