Alamo Drafthouse Cinema Stone Oak
🎬 Entertainment · San Antonio
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
The digital ordering system is dysfunctional and failed to process the order.
Business reply on Google
I'm really sorry to hear about your experience, Eddie. It sounds incredibly frustrating to deal with a confusing ordering system, especially when you're trying to enjoy a movie. Your feedback on the QR code issue and the limitations on substitutions is important, and I understand how that could negatively impact your visit. Please email us directly at [email protected] and let us know how we can do better. We're constantly working to improve our services, and I appreciate you bringing this to our attention. I hope you might consider giving us another chance in the future. Thank you for sharing your thoughts.
Poor service and food quality due to automated ordering system.
Business reply on Google
We're really sorry to hear about your recent experience. It sounds like we fell short of the high standards you once loved. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the service and menu is invaluable, and we truly appreciate you sharing your thoughts. We’re committed to improving and hope to regain your trust in the future. Thank you for your support and for being a part of our community.
High prices and mandatory service fees are negatively impacting the experience.
Business reply on Google
I'm sorry to hear about your disappointing experience, Joseph. It sounds frustrating to see a place you enjoyed change in ways that feel unfair. Please email us directly at [email protected] and let us know how we can do better. Your feedback about the pricing and service model is valuable, and I hope the management takes notice to improve things. We appreciate your loyalty over the years and hope to see a positive shift soon. Thanks for sharing your thoughts! 😊
The theater has unpleasant odors and damaged, non-reclining seating.
Business reply on Google
Thank you for your feedback, Verónica. We're sorry to hear about your experience with the theaters and seating. Your comments about maintenance are important to us, and we will work on addressing these issues. We're glad to hear that you found our staff to be good; they truly aim to provide the best service possible. Please email us directly at [email protected] and let us know how we can do better. We appreciate your input and hope to improve for your next visit. 🌟
The theater has broken, dirty seats and poor customer service response.
Business reply on Google
I'm really sorry to hear about your recent experience, Richard. It’s disappointing to know that the condition of the seats and the service didn't meet your expectations. We appreciate your feedback and are committed to improving our theater. Your concerns regarding the seating and service fees have been noted, and we will work on addressing these issues. Please email us directly at [email protected] and let us know how we can do better. Thank you for bringing this to our attention, and we hope to provide you with a better experience in the future.
Automatic gratuity added to bill without adequate customer notification
Business reply on Google
Thank you for sharing your feedback with us. We're sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when service changes affect your enjoyment. Please email us directly at [email protected] and let us know how we can do better. Your concerns about the tipping practice and communication during the movie are important to us, and we will address them with our team. We appreciate you bringing this to our attention and hope you'll consider giving us another chance in the future. 🍿
The theater recliner was broken and seating options were inadequate.
Business reply on Google
I’m really sorry to hear about your experience, Victor. It’s disappointing when expectations aren’t met, especially after paying for a service. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will certainly look into the recliner issue to ensure future guests have a better experience. Thank you for bringing this to our attention! 🙏
QR code ordering causes distracting phone use during movies
Business reply on Google
Hi Kent, Thank you for sharing your thoughts with us. We completely understand your concerns about the shift to QR code ordering and how it impacts the unique experience that Alamo Drafthouse is known for. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback, as it helps us understand how to maintain the distraction-free environment that our audience loves. Your experience is important to us, and we’re continually working to find the right balance between efficiency and the atmosphere that sets us apart. We hope to improve and regain the trust of our valued guests like you. Thanks again for your feedback! We value your input.
New ordering system causes distracting phone usage during movies
Business reply on Google
We're sorry to hear that your experience wasn't what you hoped for, Paul. We understand how important a phone-free environment can be, and we appreciate your feedback about the new ordering system. Please email us directly at [email protected] and let us know how we can do better. We'll definitely take your comments into consideration as we strive to improve. Thank you for your kind words about our staff; they work hard to create a great experience. We hope to have the chance to serve you better in the future!
The theater facilities are unclean and the seating design is inconvenient.
Business reply on Google
I'm really sorry to hear about your experience, James. It sounds like we missed the mark in several areas, and I appreciate you bringing these issues to our attention. Cleanliness and service are top priorities for us, and we'll definitely work on improving those aspects. Please email us directly at [email protected] and let us know how we can do better. Your feedback on the seating and menu is also valuable, and we'll take it into consideration as we strive to enhance our offerings. Thank you for sharing your thoughts, and we hope you'll give us another chance in the future. 🍿
System failure caused significant delays and cancellation of food orders.
Business reply on Google
Hi Victoria, I'm really sorry to hear about your frustrating experience. It sounds like there were some major issues with the service that night, especially for a big movie event. We appreciate your feedback and understand how disappointing it must have been to wait so long for your food and drinks. Please email us directly at [email protected] and let us know how we can do better. We’re constantly working to improve our operations, and your comments will help us address these concerns. Thank you for bringing this to our attention. We hope you’ll give us another chance in the future. Your feedback is invaluable as we strive to enhance the experience for all our guests.
The restaurant changed the recipe of the queso to lower quality.
Business reply on Google
We're really sorry to hear that you’re not a fan of the new queso recipe, Patty. Your feedback is super important to us, and we truly appreciate you sharing your thoughts. We understand how disappointing it can be when a favorite changes. Please email us directly at [email protected] and let us know how we can do better. We'll definitely take your comments into consideration as we continue to evolve our menu. Thank you for your loyalty and for giving us a chance to improve! 🌟
Theater furniture is damaged and food and drink quality has declined.
Business reply on Google
I'm really sorry to hear about your experience, Landon. It sounds like there were multiple issues that impacted your night out, from the condition of the seating to the changes in the ordering system and food quality. We appreciate your feedback about the drinks and menu, as well as your concerns regarding the service charges. Please email us directly at [email protected] and let us know how we can do better. Your thoughts are invaluable to us, and we will use them to improve. Thank you for sharing, and I hope your next visit exceeds your expectations! 🎬
Children denied entry to PG-13 movie without adult accompaniment
Business reply on Google
I'm really sorry to hear about your experience, Dylan. We understand your frustration regarding the policy on minors attending movies. Our aim is to ensure a safe and enjoyable environment for all, and we appreciate your feedback on this matter. Please email us directly at [email protected] and let us know how we can do better. We will pass your concerns along to our management team for further consideration. If you have any more questions or need assistance, please feel free to reach out. Thank you for sharing your thoughts with us!
Poor ordering system, slow service, and forced gratuity ruined the experience.
Business reply on Google
I'm really sorry to hear about your experience, Matthew. It sounds incredibly frustrating to deal with so many issues in one visit, especially as a longtime fan. We strive to create a great atmosphere for movie lovers, and it’s clear 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 about the ordering system and service will be taken seriously as we work to improve. Thank you for sharing your thoughts, and I hope you might consider giving us another chance in the future. 🎬
Increased service charges and decreased food quality and portion sizes.
Business reply on Google
We're really sorry to hear about your experience, Bill. We understand how frustrating it can be when changes negatively impact your visit. Your feedback about the QR-only ordering and pricing is important to us, and we’ll be sure to pass it along to our management team. Please email us directly at [email protected] and let us know how we can do better. We appreciate your support in the past and hope we can earn back your trust in the future. Thank you for sharing your thoughts with us.
New QR ordering system removes personal service and forces self-service.
Business reply on Google
Hi Henry, Thank you for sharing your feedback. We’re sorry to hear that the new QR system didn’t meet your expectations and affected your experience. We understand how important personal interaction is in making your visit enjoyable. Please email us directly at [email protected] and let us know how we can do better. Your concerns about service and the gratuity policy are valid, and we appreciate your input as we continue to refine our processes. We're glad to hear you enjoyed the movie, and we hope you'll consider giving us another chance in the future. 😊
Reduced staffing and removal of traditional table service features.
Business reply on Google
I'm really sorry to hear about your disappointing experience, Mark. It sounds like the changes made have taken away the personal touch that made your visits enjoyable in the past. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback regarding the service and menu options, as it helps us understand what our guests value. We're committed to improving and hope you'll consider giving us another chance in the future.
The new phone ordering system is difficult to use and lacks features.
Business reply on Google
I'm really sorry to hear about your experience with the new phone ordering system. It sounds frustrating, especially after being a loyal patron for so long. Please email us directly at [email protected] and let us know how we can do better. Your feedback on the issues with gift card capabilities and language support is important, and I hope it will be taken into consideration as improvements are made. We appreciate your support over the years and understand your disappointment. Thank you, Tristan, for sharing your thoughts.
New QR code ordering system causes phone distractions and security concerns.
Business reply on Google
I'm sorry to hear that you're frustrated with the new QR code system. It sounds like it’s not meeting your expectations and is causing some inconvenience during your experience. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will take it into consideration as we strive to improve our services. Thank you for sharing your thoughts with us.