|Address:||30147 Detroit Ave, Westlake, OH 44145, USA|
We went to see Ouiji tonight. While I do realize that seeing a PG13 movie on an opening Friday will leave you at risk for a certain degree of rowdiness, I wasnt prepared for a night that reminded of the reason I stopped going to Tower City Cinema. My friend and I disregarded the loud teens for the bulk of he film, but then, with about 40 minutes left, went to complain. After about 15-20 minutes a couple of ushers came in, did not say anything to the teens that we pointed out, and left. At this point its clear that the movie is wrapping up, so we wait until the film ends, and then go complain again. The manager, Chris Reed, first says that we should have complained sooner, and then says his staff went in and addressed the problematic teens as soon as they could. We explain that we ignored the issue as long as we could, and that when we did complain, it took close to 20 minutes before anyone came in, and even then they didnt directly address the teens we pointed out, and that they, in fact, didnt address anyone. He proceeds to say, "well they said that they did, so now its a case of he said, she said". So, we ask if that means hes calling us liars. He says no...hes just saying that there is no way for him to tell what really happened, since were saying something different from what his staff is saying. We notice another couple walking past who was also in the theater. So, we ask them if they can corroborate our story since the manager is having trouble distinguishing between our report of our actual customer experience from the report of his teenage employees. They agree that ushers came in, but did nothing to address the issue. He maintains there is nothing he can do, we decide to leave. I decide that I need to elevate my complaint, because now its not just a ruined movie, but Ive also been called a liar. I go back, and request the GMs information, and this is when Mr. Reed says, you guys stormed off before I could offer to make it right. He offers passes, which I accepted only because I can use them at another Regal. He apologized for our negative viewing experience, but never for saying, and defending multiple times, that he couldnt address our issue because of "he said, she said." Will never return to this theater.
Just had the most ridiculous and disappointing experience with a manager by the name of Chris Reed. Myself and another patron complained about a large group of teens who were loud and unruly throughout the entire movie. Fifteen minutes after our complaint, 2 theater employees entered the theater, walked around, and then stood in the entry area of the theater. Not at any time did the employees address the loud area. After the movie ended, myself and the other patron went back to Chris to follow up regarding the lack of attention to the issue we had reported. At this time, he told us that the employees said they had addressed the noise issue and that it was "he said, she said" regarding what actually happened. I found 2 patrons who corroborated our story, also stating that they too witnessed the employees walk through the theater and not address the noise. We expressed our disappointment and anger with the implication that our patron experience was less valid than that of 2 teenage employees. Chris began to take tickets from other patrons which was perceived as rude and dismissive, at which point we left the theater. He said that he was not calling us liars; however, when a customer complains and the manager does nothing to rectify the problem but rather chooses not to investigate and takes the word of 2 teens, the liar accusation is implied. My friend decided to go back into the theater to continue the conversation, as we did not receive an apology nor compensation for the waste of a movie experience. While she was inside the theater, I chose to stay outside to talk to an Avon officer who was working overtime. He too agreed that Chris implied that we were lying and that he could understand why we were upset and disappointed. Ive never been dismissed with that much disregard or disrespect in my life. It wasnt until my friend asked for contact information for the GM that he changed his tone and gave us 4 movie passes. Ive spent entirely too much money in the city of Westlake to be treated so poorly. I couldve gone to Tower City and had a better experience than this. I WILL NOT return to this theater, due to its undistinguished excuse for management and its lack of commitment to patron satisfaction.
Terrible as always. Went to see Valarian in 3D tonight. We sat in the reserved seats that recline. First of all, the movie didnt show the picture for half of the previews (only sound). Second the A/C wasnt on at all and everyone was sweating throughout the movie (everyone was saying it when we were all walking out). Lastly my review of the reclining seats. These seats seem to be made for short people. I am 6-2 and my feet hung a foot-and-a-half off the foot rest. On top of that the seats are not separated in twos so you and a random stranger will be sharing a 4 inch arm rest. AMC theater have actual recliners with spacious arm rests and is as big as a Lazy Boy recliner. The AMC recliners are also in pairs. So its perfect for couples because on the ends of the two seats are double wide arm rests with two cup holders. The arm rest in the middle of the pair of recliners can be tilted up to give a Love seat feel. All in all if your going to go to Westlake for a movie, you might as well drive 10min and go to AMC in Rocky River. You will not be disappointed.
The movie itself was great. The seating was phenomenal. The concessions were pricey and average. However I wish I couldve caught the name of the girl in box office. She was incredibly friendly and accommodating when it came to refunding us because we were double charged. I purchased my tickets online but could not find them anywhere. We purchased our tickets again at the theater a second time and when needing assistance in regards to the double charge (which was a mistake on our end) she was more than accommodating. She was quite tall and had lighter brown hair. In addition to the box office I noticed the employee was standing. We came on a Thursday, and were the only ones in our theater. Working jobs like this in the past myself, and especially on slower days, when you have to stand on your feet for a long shift it tends to be a bit excessive. Perhaps management could look into some seating for their employees? Anyways, props to Regal in Crocker!
The theater itself is pretty nice. Very clean, and pretty good options at the snack bar. The IMAX screen is almost disappointingly small, and I honestly didnt notice a difference in "experience" or "immersion" from the Real 3D at other theaters. Definitely not enough to justify the price jump. While the sound quality is fantastic, their base is turned up so high that it drowns out dialogue sometimes. Probably the most annoying thing for me was that the ceiling and walls around the screen are reflective, but you can only see the glare through one of the polarized lenses. Since the screen isnt large enough to fill your field of view, this creates the illusion that there is a light shining into one eye or something, and is pretty distracting. Overall, Im glad I gave it a try, but Ill be sticking with the giant screens and recliners at AMC.