Alamo Drafthouse Cinema Valley Fair
🎬 Entertainment · Santa Clara
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
Incorrect drink order and failure to provide requested popcorn refill.
Business reply on Google
Hi Vy, Thank you for taking the time to share your feedback. I'm very sorry to hear about your recent experience. I'd like to have our Valley Fair management team review your concerns regarding the incorrect drink, the delays in receiving the correct order, and the refill issue. Please email them directly at [email protected] with the details of your visit. They'll be happy to investigate what happened and follow up with you directly. We appreciate you bringing this to our attention and hope to have the opportunity to provide you with a better experience in the future.
Broken milkshake machine and slow, unresponsive drink service.
Business reply on Google
Hi Ahmed, Thank you for taking the time to update your review. I'm sorry to hear about your recent experience. We understand how disappointing it is when menu items are unavailable and service delays impact your visit, especially when you never received your refill. We'd appreciate the opportunity to learn more and make this right. Please email the Valley Fair management team directly at [email protected] with the details of your visit. They'll review your concerns and follow up with you directly. Thank you again for your feedback. We hope to have the opportunity to provide you with a much better experience on your next visit.
Theater denied entry due to undisclosed age restriction policy
Business reply on Google
Hi Ana, Thank you for taking the time to share your feedback. I'm so sorry to hear your family's first visit to Alamo Drafthouse was such a disappointing experience. I completely understand how upsetting it must have been for your children to be excited about seeing the movie, only to learn they couldn't attend because of the theater's age policy. We'd appreciate the opportunity to learn more about your visit and review what happened. Please email the Valley Fair management team directly at [email protected] with the details of your experience. They'll be happy to review your concerns and follow up with you directly. Thank you again for your feedback, and we hope you'll give us another opportunity to provide your family with a much better experience in the future.
Slow food service and distracting staff movement during the movie.
Business reply on Google
Hi Malaia, Thank you for taking the time to share your feedback. I'm truly sorry to hear that your visit was so disappointing. Having your food arrive more than an hour after ordering, especially while you're in the middle of a movie, is understandably frustrating. We also appreciate you sharing your concerns about the service, menu, and overall experience. That's not the standard we strive to provide. We'd appreciate the opportunity to learn more about your visit and make things right. Please email the Valley Fair management team directly at [email protected] with the details of your experience. They'll review your concerns and follow up with you directly. Thank you again for your honest feedback. We hope to have the opportunity to regain your trust in the future.
In-seat service failed to provide requested food and drink refills.
Business reply on Google
Hi Emmanuel, Thank you for taking the time to share your feedback. I'm truly sorry to hear about your recent experience. We understand how frustrating it is when in-seat service doesn't meet expectations, especially after requesting refills and additional food multiple times. I also understand your disappointment that the resolution after your visit didn't leave you feeling taken care of. We'd appreciate the opportunity to learn more about your experience. Please email the Valley Fair management team directly at [email protected] with the details of your visit. They'll review your concerns and follow up with you directly. Thank you again for your honest feedback. We hope to have the opportunity to regain your trust in the future.
unauthorized gratuity and extra charges applied to the final bill
Business reply on Google
I'm really sorry to hear about your experience. It’s frustrating to feel like you were charged unexpectedly, especially after a movie. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and we’ll certainly look into this issue to ensure it doesn’t happen again. We hope you’ll consider giving us another chance in the future. Thank you for sharing!
Manager ejected minors from an R-rated movie after food purchase.
Business reply on Google
I'm really sorry to hear about your experience, Angela. It’s disappointing when things don't go as expected, especially for your kids. Our team strives to create a welcoming environment, and it sounds like we missed the mark this time. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and I'll be sure to address this situation with the management. Thank you for bringing this to our attention. We hope to make it right in the future!
Poor projection quality and automatic gratuity added to all transactions.
Business reply on Google
I'm really sorry to hear that your experience at our theater didn't meet your expectations. We strive to provide a high-quality viewing experience, and it's disappointing to learn that the movie quality fell short. Please email us directly at [email protected] and let us know how we can do better. Regarding the automatic tip on food and drink, we appreciate your feedback and will take it into consideration. Thank you for sharing your thoughts, and we hope to improve in the future!
Food was never delivered despite being charged for the order.
Business reply on Google
I'm really sorry to hear about your experience, Tony. It sounds incredibly frustrating to deal with such high prices and poor service. We strive to provide a better experience for all our guests, and it’s disappointing to learn that we fell short in your case. Please email us directly at [email protected] and let us know how we can do better. Your feedback is invaluable, and we will certainly address these issues with our team to ensure improvements are made. Thank you for bringing this to our attention. We hope you'll consider giving us another chance in the future.
Staff repeatedly made order errors and mishandled payment processing.
Business reply on Google
I'm really sorry to hear about your experiences at this location. It's frustrating when service doesn't meet expectations, especially when it impacts your overall enjoyment. Please email us directly at [email protected] and let us know how we can do better. Your feedback is valuable, and I hope management takes it seriously to improve training and operations. Thank you for sharing your thoughts, and I hope your next visit is much better!
The cinema experience is overly focused on restaurant-style table service.
Business reply on Google
I'm sorry to hear that your experience didn't meet your expectations, Jamie. It sounds frustrating to have to sort everything through an app and deal with high prices. The warnings before the movie can definitely take away from the enjoyment. We invite you to email us directly at [email protected] and let us know how we can do better. Your feedback about the metal trays and plastic cups is noted, as it seems to change the traditional movie-going experience. Thank you for sharing your thoughts.
Inflexible portion sizes, poor service, and disruptive in-theater ordering system.
Business reply on Google
I'm really sorry to hear about your experience, Dorothy. It sounds like several aspects didn't meet your expectations, from the portion sizes to the ordering system and parking validation. We invite you to email us directly at [email protected] and let us know how we can do better. We appreciate your feedback, as it helps us understand where we can improve. Your comfort and satisfaction are important to us, and we hope you might consider giving us another chance in the future.
Poor signage, cleanliness issues, and a convoluted in-seat ordering system.
Business reply on Google
Hi Vivek! I'm really sorry to hear about your experience at Alamo Drafthouse. It sounds incredibly frustrating, from the confusing location and cleanliness issues to the malfunctioning recliners and complicated ordering system. Customer experience should always be a priority, and it sounds like there were significant shortcomings in that regard during your visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and I hope it leads to improvements for future guests. Thank you for sharing your thoughts.
Extremely slow food and drink service throughout the movie
Business reply on Google
I'm really sorry to hear about your disappointing experience at the Valley Fair location. It sounds frustrating to have faced such long delays with your order and to not receive the service you expect from Alamo. Please email us directly at [email protected] and let us know how we can do better. Your feedback regarding the staff training and the overall experience is important, and it’s clear that the issues you encountered impacted your enjoyment of the film. Thank you for sharing your thoughts, and I hope your future visits to other locations are more in line with the quality you’ve come to appreciate.
Poor service, incorrect orders, and billing errors during movie screening.
Business reply on Google
I'm really sorry to hear about your experience, James. It sounds frustrating to deal with such delays and miscommunications, especially when you were hoping for a smooth visit. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and I'll make sure it gets to the right people so we can improve our service. We truly appreciate you bringing this to our attention, and I hope we can earn your trust in the future.
Disruptive staff, poor food quality, and delayed service during the movie.
Business reply on Google
Hi Marilia! I'm sorry to hear about your experience at the Formula One screening. It sounds like the atmosphere was chaotic and the food disappointing. Please email us directly at [email protected] and let us know how we can do better. We appreciate your feedback and will work on improving these areas to ensure a better experience for our guests in the future. Thank you for sharing your thoughts with us.
Staff denied entry for late arrival despite previews still playing
Business reply on Google
I'm really sorry to hear about your disappointing experience, Kimberly. It sounds incredibly frustrating to be turned away when the previews were still showing, especially when others were allowed in during that time. Please email us directly at [email protected] and let us know how we can do better. Your feedback is valuable, and we take these issues seriously. We will address this with our team to ensure better communication and service in the future. Thank you for sharing your thoughts, and I hope we can provide a better experience next time.
staff failed to deliver food and refused a full refund
Business reply on Google
Hi Andrew! I'm really sorry to hear about your frustrating experience at Alamo Drafthouse. It sounds like there were multiple issues with the service that led to a disappointing visit, especially when you were looking forward to enjoying the movie in a nice venue. Your concerns about the order process and staff communication are valid, and I appreciate you bringing this to our attention. Please email us directly at [email protected] and let us know how we can improve. Feedback like yours is essential for improving operations and ensuring a better experience for everyone in the future. Thank you for sharing your thoughts.
Staff repeatedly singled out and questioned customers during the movie.
Business reply on Google
Hi Kelly! I'm really sorry to hear about your experience at Alamo Drafthouse. It sounds incredibly frustrating and disappointing to feel singled out during what should have been an enjoyable evening. We aim to create a welcoming environment for all our guests, and I apologize that we fell short in your case. Please email us directly at [email protected] and let us know how we can do better. Your feedback is important, and I assure you that we will address these concerns with our team to ensure that this does not happen in the future. Thank you for bringing this to our attention.
Staff were rude and caused a scene regarding food policies.
Business reply on Google
Hi Sofia! I'm really sorry to hear about your experience. It sounds frustrating to be treated that way, especially during what should have been a fun outing with your family. Please email us directly at [email protected] and let us know how we can do better. We strive for excellent customer service, and it's disappointing to learn we fell short. It's great to hear you enjoyed the movie, but I completely understand why you would hesitate to return. Thank you for sharing your feedback, and we'll use it to improve.