Alamo Drafthouse Cinema Lake Highlands
🎬 Entertainment · Dallas
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
unpleasant odors and slow service with rude staff
Business reply on Google
Hi Devan, Thank you for taking the time to share your feedback. I'm very sorry to hear that your visit fell so far short of expectations. We understand how frustrating it is when issues with the theater environment, food delivery times, and the ordering process take away from your movie experience. Your comments about the odor in the theater, the QR ordering system, the service you received, and the delayed popcorn are all concerns we'd like to investigate further. Please email the Lake Highlands management team directly at [email protected] with the details of your visit. They'll review your experience and follow up with you directly. Thank you again for your feedback. We appreciate you bringing these concerns to our attention.
Unidentified individual confronted customers claiming to be property security
Business reply on Google
Hi Kp, Thank you for sharing your experience. We're sorry to hear about the situation you encountered after your visit, and we understand why it left you feeling concerned. We'd like the opportunity to learn more about what happened. Please reach out directly to our Lake Highlands management team at [email protected] so they can look into the incident and discuss your experience with you. Cheers! 🍿
Facility maintenance issues and non-functional ordering app at cinema
Business reply on Google
Hi Justin, We truly appreciate your detailed feedback about your experience. We're sorry to hear about the issues you encountered during your visit. Please email us directly at [email protected] and let us know how we can do better. Your comments will be forwarded to the management team as we strive to enhance our guests' safety and overall experience. Thank you for bringing this to our attention.
Poor food quality, limited drink selection, and confusing automated billing system.
Business reply on Google
Hi Jeremy, Thank you for sharing such detailed feedback about your recent experience. We're truly sorry to hear that your visit did not meet the expectations you’ve had over the years. It’s clear that you have a deep appreciation for what Alamo Drafthouse used to offer, and we understand how disappointing it must be to feel that the essence of the brand has changed. We appreciate your compliments on the quality of the HDR projection for Toy Story 5. However, we regret to hear about the issues you faced with the food, service, and overall atmosphere. Please email us directly at [email protected] and let us know how we can do better. Your insights on the automated ordering system and the condition of the theater are invaluable, and we will certainly take them into consideration as we strive to improve our operations. We genuinely want to restore the warmth and personal touch that made your visits special in the past. We hope you might reconsider and give us another chance in the future. Thanks again for your feedback!
The theater chairs are damaged and the food quality has declined.
Business reply on Google
Hi Jordan, Thank you for sharing your feedback. We’re really sorry to hear about your recent experience at our Alamo Drafthouse. It's disappointing to know that the chairs and the new queso did not meet your expectations, especially since you’ve enjoyed our original offerings in the past. Please email us directly at [email protected] and let us know how we can do better. We appreciate your kind words about our staff, and we'll certainly take your comments into consideration as we work to improve. We hope to have the chance to welcome you back and regain your trust in the future! Take care! 🍿
QR ordering system and mandatory ID checks disrupt the movie experience
Business reply on Google
Hi Gary, I'm really sorry to hear about your experience with the new QR ordering system. We understand how important a quiet and enjoyable atmosphere is for our guests, and we appreciate your feedback regarding the disruptions caused by the phone usage and ID checks. Please email us directly at [email protected] and let us know how we can do better. Your loyalty over the years means a lot to us, and we genuinely regret that we’ve let you down. We’ll take your comments into consideration as we strive to improve. Thank you for sharing your thoughts with us.
The theater has a persistent mildew odor and dirty seating.
Business reply on Google
I'm really sorry to hear about your experience, Pamela. It sounds like the conditions in the theater were very disappointing and not up to standard. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and take it seriously, as we want every visit to be enjoyable. Your comments will help us make necessary improvements. Thank you for sharing your thoughts with us.
High prices, slow service, and poor facility maintenance.
Business reply on Google
Thank you, Bradley, for taking the time to share this feedback. We’re really sorry to hear your recent visit did not live up to the experience you previously enjoyed with us. We understand how frustrating the delays, facility issues, and overall condition of the theater must have been, especially during a family outing. Your comments regarding the restroom situation, food timing, theater upkeep, and overall guest experience are being taken seriously. Please reach out directly to [email protected] so the theater management team can learn more about your visit and follow up with you directly. Thank you again for the honest feedback!
customer dislikes the mandatory mobile ordering system and reduced server interaction
Business reply on Google
I'm really sorry to hear about your experience. It's disappointing to know that the changes have affected your enjoyment of Alamo. We truly appreciate your feedback as it helps us understand where we need to improve. Please email us directly at [email protected] and let us know how we can do better. Your loyalty means a lot, and we hope to regain your trust in the future. Thank you for sharing your thoughts! 😊
Poor facility maintenance and degraded food and beverage quality.
Business reply on Google
We're really sorry to hear about your experience, Ryan. It sounds incredibly frustrating, and we appreciate you sharing such detailed feedback. We're committed to improving and will take your comments seriously. Please email us directly at [email protected] and let us know how we can do better. Your concerns about the cleanliness and the menu changes are definitely noted. We hope you'll reconsider in the future as we work on making things right. Thank you for your feedback!
Damaged theater seating and disruptive mobile ordering system.
Business reply on Google
Hi Joshua, Thank you for your feedback. We're truly sorry to hear about your experience in theater 4. The condition of the chairs is certainly not up to our standards, and we appreciate you bringing it to our attention. We are also looking into the QR code ordering system to ensure it enhances the experience rather than detracts from it. Please email us directly at [email protected] and let us know how we can do better. Your input is invaluable, and we hope to improve for your next visit. Thanks again for sharing your thoughts!
Damaged theater seats, technical ordering issues, and poor food quality.
Business reply on Google
I'm really sorry to hear about your experience, Michael. It's disappointing to learn that the seating and service did not meet your expectations, especially since you've been a loyal customer in the past. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable and will help us address these issues to improve our theater environment. We understand that this visit was frustrating, and we appreciate you taking the time to share your thoughts. We hope you might consider giving us another chance in the future. Thank you for your feedback.
Poor food quality, small portions, and long wait times for drinks.
Business reply on Google
I'm really sorry to hear about your experience, Gretchen. It’s disappointing to learn that the food and service didn't meet your expectations. We strive to provide great value and quality, and it sounds like we missed the mark during your visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we’ll be sure to address these issues. Thank you for sharing your thoughts with us. We hope you’ll reconsider and give us another chance in the future. 🍕
Poor service and lack of enforcement of theater rules.
Business reply on Google
I'm really sorry to hear about your experience. It’s disappointing to know that the service and atmosphere have changed for the worse, especially after so many years of enjoyment. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the automatic gratuity affecting service quality is important, and I appreciate you sharing it. We strive to provide a great experience, and it's clear we fell short during your visits. Thank you for your loyalty over the years, and I hope you can hold onto the good memories you have of the old Alamo.
The theater room was uncomfortably hot and the recliner was broken.
Business reply on Google
We're sorry to hear that your experience didn't meet your expectations, Janica. It’s disappointing to know that the temperature and environment in room 7 affected your comfort. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will look into these issues to enhance our guests' experience in the future. Thank you for sharing your thoughts, and we hope you might give us another chance down the line. 🎥✨
Worn theater seats and poor quality food service.
Business reply on Google
Hi Jordyn, I'm really sorry to hear about your experience at our Lake Highlands location. It's disappointing to know that the seating and food didn't meet your expectations. We strive for a clean and comfortable environment, and it sounds like we missed the mark on your visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we will address these issues with our team to ensure improvements are made. Thank you for bringing this to our attention, and we hope you’ll give us another chance in the future. Take care! 🍿
Food was served extremely late and arrived at an unsatisfactory temperature.
Business reply on Google
I'm really sorry to hear about your experience, Lizbeth. It sounds frustrating to wait so long for food, especially when it's supposed to enhance your movie experience. We strive to provide timely service and delicious meals, so it's disappointing to learn we fell short this time. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we will be looking into this to ensure it doesn't happen again. Thank you for sharing your thoughts, and we hope you might consider giving us another chance in the future. 🍿
Food orders were never delivered and service was unresponsive.
Business reply on Google
I'm really sorry to hear about your experience. It sounds incredibly frustrating, especially with the mix-up on your order and the long wait for your burger. We strive to provide great service and it seems we missed the mark during your visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we'll be addressing these issues with our team to ensure it doesn't happen again. Thank you for sharing your thoughts, and I hope you might consider giving us another chance in the future. 🍔
Food arrived cold, late, and missing items due to online ordering.
Business reply on Google
Hi Sean, Thank you for your feedback and for being a loyal season pass subscriber. We're truly sorry to hear about your recent experiences with the online ordering system and the delays in receiving your food. We understand how frustrating this can be, especially when you have high expectations based on your previous visits. Your concerns are very important to us, and we are actively working to improve our service. Please email us directly at [email protected] and let us know how we can do better. We appreciate your honesty and hope to regain your trust, as we strive to provide the 5-star experience you deserve. We hope to welcome you back soon and prove that we can do better! 🍿✨
Poor food quality and long wait times for meal delivery.
Business reply on Google
I'm sorry to hear about your disappointing experience with the new menu at Alamo. It's frustrating when changes lead to a decline in quality, especially after waiting so long for your food. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the boneless wings and pizza is valuable, and I hope the team takes it into consideration to improve the menu. Thank you, Dominic, for sharing your thoughts.