THE LOT La Jolla
🎬 Entertainment · La Jolla
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
Poor service, filthy bathrooms, stale food, and damaged theater seating.
Business reply on Google
Thank you for taking the time to share your feedback. I'm truly sorry your recent visit fell so far short of the experience you expected. Cleanliness, hospitality, and quality are standards we take seriously, and it's disappointing to hear we missed the mark in so many areas. Your comments have been shared with our leadership team so we can address these concerns with our staff and improve the guest experience. If you're willing, I'd appreciate the opportunity to learn more about your visit. Please feel free to contact me directly at [[email protected]](mailto:[email protected]). – Lex, General Manager
Staff exhibited discriminatory behavior and rude conduct toward a customer.
Business reply on Google
Thank you for taking the time to share your experience. I'm truly sorry to hear that you left feeling disrespected and unwelcome. Every guest should be treated with courtesy, respect, and professionalism, and I'm sorry that wasn't your experience. Creating a welcoming environment for everyone is a top priority for us. I would appreciate the opportunity to learn more about what happened and discuss your visit with you personally. If you're willing, please reach out to me at [email protected]. Thank you for bringing this to my attention. – Lex, General Manager
Overpriced drink and refusal to validate parking for cafe customers
theater experienced technical issues and failed to provide promised refund vouchers
Business reply on Google
Hi Samantha, Thank you for bringing this to our attention. We sincerely apologize for the series of issues you experienced, from the problems with the movie presentation to the difficulty reaching our team afterward. We understand how frustrating it must have been to have the film start incorrectly, experience sound issues, and then spend days trying to follow up regarding a resolution that never arrived. This is not the level of service or communication we strive to provide. Your feedback has been shared with our management team for review so we can address both the operational issues and the breakdown in follow-up communication. We are truly sorry for the disappointment and inconvenience this caused. Best regards, The Management Team
Staff failed to deliver ordered coffee and ignored requests for assistance.
Business reply on Google
Hi Nina, Thank you for your feedback. We sincerely apologize that your coffee was never delivered and that your concerns were not addressed when you sought assistance. We understand how frustrating it was to repeatedly ask for help and ultimately have to resolve the issue yourself. This is not the level of service we strive to provide. Your comments have been shared with our management team to help improve communication, follow-through, and guest care. We appreciate you bringing this to our attention and are sorry we let you down. Best, The Management Team
The business charges for water instead of providing it for free.
Business reply on Google
Hello Tara, Thank you for taking the time to share your feedback. I’m sorry to hear that your experience left you feeling frustrated and disappointed. We absolutely recognize the importance of guest comfort during a full dining and movie experience. While bottled water is available for purchase, we understand your concern regarding expectations around complimentary water service, especially given the overall spend during a visit. Your feedback on this policy is noted and will be shared with our leadership team for review. We also want to be clear that responsible service and guest safety are very important to us, and we take those responsibilities seriously in all aspects of food and beverage operations. Warm regards, Devon Antrim General Manager THE LOT La Jolla [email protected]
Online seat selection glitch and unresponsive customer service phone line.
Business reply on Google
Thank you for bringing this to our attention—we’re really sorry for the frustration you experienced. That definitely isn’t the booking experience we want for our guests. The issue you described with the seat selection and cart not appearing sounds like a technical glitch, and we’ll make sure to share this with our team right away so it can be investigated and resolved. We also apologize for the difficulty reaching us by phone. We understand how important it is to get timely assistance, especially when you’re trying to complete a purchase. If you are needing further assistance, please reach out directly to our customer service department; [email protected].
customer unable to contact management regarding a gift card issue
Business reply on Google
Hi Nicki, I’m very sorry for the frustration you’ve experienced trying to reach us — that’s certainly not the level of service we want anyone to encounter. We understand how important it is to get timely help, especially when it involves a gift card. We would be glad to assist you right away. Please email us at [email protected] with your preferred contact number and the best time to reach you, or include the gift card number (if available), and a manager will follow up promptly. Thank you for bringing this to our attention. We appreciate the opportunity to make this right and look forward to assisting you. THE LOT Guest Services
Severe understaffing caused long wait times and poor service quality.
Business reply on Google
Hello, Thank you for taking the time to share such a thorough and heartfelt review. I’m truly sorry to hear about the experience you described, and I want you to know that your concerns are being taken very seriously. No guest should ever leave feeling stressed, disappointed, or neglected—especially on a night meant to be enjoyable. First, I want to sincerely apologize for the long wait times, lack of hospitality, and overall disorganization you encountered. Waiting 30 minutes for a glass of wine and receiving minimal service is unacceptable, and it falls far short of the standards we set for our team and our guests. Your comments regarding staffing are especially troubling, and I appreciate you pointing them out clearly. No employee should ever be placed in a position where they are responsible for servicing an entire restaurant area alone during a busy period. It is unfair, unsustainable, and ultimately detrimental to both the guest experience and the employee’s well‑being. I have already escalated this matter to our leadership team so we can address the underlying issues and ensure better staffing support moving forward. I’m also deeply concerned to hear that one of our team mem
Server made rude and judgmental comments to customers.
Business reply on Google
Hello Kate, Thank you for taking the time to share your experience with us. We’re truly sorry to hear that your Valentine’s Day brunch left you feeling uncomfortable, that’s never the atmosphere we want to create for our guests. The comment you described was inappropriate and does not reflect the level of hospitality and respect we expect from our team. Regardless of how busy the day may be, every guest deserves to feel welcomed and comfortable, and we sincerely apologize that this interaction came across as dismissive or judgmental. We also regret that the overall service felt inattentive. While we understand that busy holidays can sometimes create pressure, that should never translate into poor communication or a lack of professionalism. We’re glad to hear you enjoyed the patio and that the food met expectations, but we understand how service can shape the entire experience. Since you mentioned trying to reach us privately, we would truly appreciate the opportunity to connect directly and learn more. Please reach out to us at [email protected] Thank you again for your honest feedback, it helps us improve, and we hope to have the opportunity to provide you with a much better
The theater was dirty and management failed to address noise complaints.
Business reply on Google
Hi Elizabeth, Thank you for bringing this to our attention. We sincerely apologize that your visit did not meet expectations. Cleanliness is extremely important to us, and we’re disappointed to hear the location was not up to standard during your visit. We are addressing this with our team to ensure our theaters and common areas are thoroughly inspected and maintained. We’re also sorry that other guests disrupted your movie experience. While we can’t always anticipate guest behavior, our team is available to assist during the show and should be notified so we can intervene when possible. Additionally, we apologize if you’ve been waiting to hear back from management. That is not the level of responsiveness we aim for. Please feel free to reach out to us directly at [email protected], so we can follow up promptly and address your concerns properly. We appreciate your patience and the opportunity to improve. Warm regards, Tihira W. General Manager THE LOT La Jolla
Staff member refused to provide service to customers at the bar.
Business reply on Google
Thank you for sharing your feedback about your recent visit on Christmas Day. We truly appreciate you taking the time to let us know about your experience, and we’re very sorry to hear that it fell short of your expectations. We understand how frustrating it must have been when your son’s phone was lost and you were unable to re-enter the theater. Our policy is in place to ensure the safety and comfort of all guests during ongoing showings, but we recognize how inconvenient this situation was for you and your family. Regarding the service at the bar, we sincerely apologize for the confusion and delay in getting a server to assist you. This is not the level of hospitality we strive to provide, and we will be addressing this internally to ensure it does not happen again. Your feedback about the interaction with our team member is taken seriously, and we’ll review this to improve our training and guest experience. We value your loyalty and would love the opportunity to make this right. Please reach out to us directly at [email protected], and we’ll do our best to ensure your next visit reflects the high standards you’ve come to expect from us. Thank you again for bringing this to
Staff member aggressively confronted customer after a billing error was resolved.
Business reply on Google
Hello Carolina C Thank you for your continued support and for taking the time to share your experience. We’re glad to hear that most of your visit, especially the service from our lunch and bar staff was positive. That said, we sincerely apologize for the delay in your drink order, the billing issue, and especially the unprofessional interaction you experienced with one of our servers. Guests should always feel welcome and respected, and it’s clear we fell short during this visit. We’re addressing the situation internally to ensure it doesn’t happen again. To clarify, while you're welcome to bring drinks from our bar into the theater, our happy hour pricing is available only in the bar and restaurant areas, not during in-theater service. We appreciate your feedback and hope you'll consider giving us another chance to provide the experience you’ve come to expect from us. If you’d like to discuss this further, please don’t hesitate to reach out to me at [email protected]. Tihira.W General Manager The Lot/ Zentrl La Jolla
Inattentive service and poorly prepared food items.
Business reply on Google
Hi Sandra, Thank you for taking the time to share your feedback. We're truly sorry to hear about your recent experience with us. What you described falls far below the standard we strive to uphold. We sincerely apologize for the lack of attentiveness you received from your server, and that the food did not meet your expectations. Your comments about the overcooked burger, soggy fries, and the response when you raised your concerns are especially troubling and will be addressed directly with our team. We appreciate you pointing out that you enjoyed the wine, but we know that doesn't make up for the rest of your visit. Please know we’re taking this seriously and using your feedback to improve. If you're open to it, we’d appreciate the opportunity to speak with you directly and make this right. You can reach me at: [email protected]. Sincerely, Tihira W General Manager The LOT / ZENTRL La Jolla
The theater screens are dark and audio quality is poor.
Business reply on Google
Dear Omar, Thank you for your feedback. I'm truly sorry to hear that your recent experience at our La Jolla location did not meet expectations. We take concerns like screen quality and audio calibration seriously, and I’ll be working closely with our technical team to ensure all auditoriums are performing to their highest standard. While we’re glad you had a positive experience at our Liberty Station location, we’d love the opportunity to welcome you back to La Jolla and show you the quality we strive to uphold across all our venues. If you’re open to it, please feel free to reach out to me directly at [email protected]. Warm regards, Tihira W. General Manager THE LOT La Jolla
Refund vouchers were issued with undisclosed expiration dates.
server failed to respond to service button for forty-five minutes
Business reply on Google
Thank you for taking the time to share your experience, and I sincerely apologize for the service breakdown you encountered during your visit to see Novocaine. This is certainly not the level of service or hospitality we strive to provide at THE LOT, especially for a guest’s first visit. Waiting 45 minutes without assistance and having to leave the theater to request service is unacceptable, and I completely understand your frustration. While I’m glad one of our managers was able to step in and assist, it’s clear we fell short of your expectations and our own standard from the start. Please know that your feedback has been shared with our entire team, and we are actively addressing the issue to ensure this does not happen again. We take this very seriously and are committed to improving the guest experience. If you are open to it, I’d love the opportunity to speak with you directly and make things right. You can reach me at [email protected] or by replying here. Thank you again for your feedback—we hope to have another opportunity to provide you with the quality experience you deserve. Warm regards, Tihira W. General Manager THE LOT La Jolla
Customer was double charged for a single transaction by staff
Staff refused to exchange tickets for a different showtime
poor audio quality and restrictive refund policy at movie theater