Alamo Drafthouse Cinema

Reviews 3

TO

Tomas Smith

Alamo Draft house is a great concept, happy to see this type of business make its way to El Paso. A long time supporter of the business and been to several of them. Glass Half full could use some experienced bartenders for faster service and better execution of the cocktails and knowledge of the beer. Since opening in El Paso, my family and myself have been a few times. Food is not excellent, but its very convenient and large portions for the price that you are paying. No complaints about the food menu. The theater and seating, comfortable and clean. Service is usually good depending on your server and which manager is on duty. First few times my wife and myself have gone, i wouldve rated it a 5 star. Manager at glass half full, (bald Gentleman with glasses) was very polite and helpful. This last time we went, we had a list of complaints. "Annal" was the name of our server, very rude woman, she came to our table, explained how to use the order card and where to put it, waited about 40 minutes, but she never came to pick up the order card, which was placed on the rail directly in front of us like she explained. My wife got up to look for her, but never found her, another employee was gracious enough to help us out. When she went to the restroom she saw the server on her cell phone laughing with the manager, a young blonde girl dressed in plain cloths with an ear piece. After my wife sat back down we finally received our food, which was mostly wrong, we put another order card up because we were missing our kids drinks and our cocktails. We waited for the server to correct our mistake, she never came back, we were so hungry so decided to eat our food regaurdess of the servers errors. Another server picked up our neighbors order card and our order card. Our server finally came back, only to drop off our check with the SUGGESTED TIP EMPHASIZED!!! we finally got our kids drinks but never our cocktails. We were billed for drinks we never received and had our order completely wrong. I under stand some people never tip, but some people never give good service either. We were more than shocked at how rude a server could be to us and expect a tip after we never saw her. We tried to find a manager to speak to, but she looked like she was having to good a time to interupt her conversation with her friends. We payed our bill anyways. The other manager on duty looks very busy, helpful and friendly with the customers. Every other time the service has been great, food always correct and enjoyable while watching a movie. Kids menu could use some work, could also use another exit for easier access to the parking lot. Beer selection is great, would enjoy to see special beer events and more seasonals on tap. Staff is usually friendly and helpful! The special movie events that they host are fun! We have been telling all our friends to gp, been to the Monty Python showing and 80s sing along! The host for the monty python dressed like a character from the movie! Looking forward to hosting a birthday party in one of the smaller theaters!!! And looking forward to the LABRYNTH showing!!! Crossing our fingers we dont get sat by the same girl as last time. We will definitely ask for a different server and explain our situation if asked why. All in all (aside from this 1 BAD experience) the theater is a delightful place to be, most staff is super friendly. Some servers and managers could use some training on customer service. Itd be great to see a manager in some type of uniform or manager badge so itll be easy to spot them when you need to speak with one, instead of looking for an ear piece. Would like to see this business last in El Paso and so close to home.

CA

CarlosG Reyes

It was our first time visiting and we were beyond excited simply because of all the chatter and commotion from friends and family, we arrived for our Saturday family movie night a few minutes ahead of time so we could get acquainted with the new place. Shortly after taking our seats we were greeted by our friendly server and he proceeded to explain the series of steps along with instructions that we would need to take in order to place our items request as well as any other pleads that we could think of. HE LEFT NEVER TO BE SEEN AGAIN... we waited for nearly 20 minutes after placing our item request in the upright position just as we had been instructed but no one came. I decided to reach out to a random employee that was also providing assistance to other customers, he seemed annoyed that I had bothered him. He was able to bring a partial order and left before I could tell him that we were still missing items, again I placed another "item request" note in the upright position and this time we were left waiting for another 40 plus minutes before my wife suggested that I simply give up. Towards the end of the movie, an employee brought over the receipt and to my surprise I was billed for the items that were never brought. I even wrote and circled the items I failed to receive along with a note, "Did not receive items"... the employee came by to pick up the payment, I explained the note on the receipt to which he simply responded in saying he would "remove the charges" then left and did not come back. My family and I stayed until the end of the credits to see if anyone would return but our server never came back. I am truly beyond disappointed, the hype was fiction and the drive from the far eastside to the west wasnt worth it at all. The concept is great but worthless and wasted away by horrible customer service experience! Ill gladly enjoy a movie with my family at a theater knowing that my order can be taken and provided at the concession stand in a prompt, orderly fashion vs waiting for almost an hour for an incomplete order and still be overcharged...

BR

Bryce DeVaughn

While visiting El Paso, I met up with a girl I had been talking to for a while and she suggested we go to the Drafthouse for a movie date. So we did. She lived right by there so it was a quick drive. I really liked the look of the place. Coming from Dallas we dont have huge mountains to look at. Entering the place we were welcomed by a friendly looking staff with really nice bar behind them. So first the girl I went on a date on approved the man on the counter Renee (hopefully I spelled his name right) and asked for 2 tickets to Dunkirk. I hadnt ever hung out with this girl before so I really didnt know how she acted towards others or carried herself. We decided to have her pay for the tickets and then I would pay for food. She wanted to pay in cash and turned out she had a bunch of ones so she wanted to get rid of it. She counts out 16 ones thinking it was enough and instead of handing it to Renee, she kind of threw it down in front of him. She doesnt work and I dont think she has worked a day in her life, but I work a service job back home. When she did that I was hurt. Working the job I did, I always cared about good service and customers who look down on us that work piss me off to the highest degree. If Renee (again hoping I spelled that right) wanted to go off on her for being stuck up I wouldve been completely fine with it. No one should ever treat someone like that and I wont stand by someone who treats people that way. Needless to say I dont plan on seeing this girl again, but I was moved by the fact that Renee swiped up the money calmly and organized and counted it. He kindly told her she needed another dollar and (of course) she threw him the last dollar and he proceeded to give her change. That kind of service was just amazing to me! Ok so on to the more concrete things, the food was great and I liked the atmosphere of the theater. And the servers were quick with the food and drinks! Thanks Alamo Drafthouse and special thanks to Renee! Everyone needs to go here!

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