THE LOT Liberty Station

Business reply on Google

Hi Paul, Thank you for taking the time to share your feedback. I'm glad to hear you enjoyed the theater itself, but I understand your frustration regarding the ticket fee. I apologize for the disappointment this caused. We recognize that additional fees can be frustrating, especially when purchasing tickets in person. Your feedback is important to us, and I will be sure to share your comments with our corporate team for review. We truly appreciate you bringing this to our attention and hope you'll continue to enjoy the theater despite this concern. Thank you for giving us the opportunity to hear your perspective. Best regards, Gilbert General Manager THE LOT Liberty Station

Business reply on Google

Hi David, Thank you for taking the time to share your feedback and for being a loyal guest of THE LOT Liberty Station over the years. I'm truly sorry to hear that your recent visits have been so disappointing. Providing a comfortable and enjoyable movie-going experience for all of our guests is one of our highest priorities. I sincerely apologize that disruptive behavior from other patrons negatively impacted your visits and that we did not respond as quickly or effectively as we should have when you brought your concerns to our team's attention. We appreciate you reporting what you observed, and we take any concerns regarding theater etiquette and potential copyright violations very seriously. Your comments will be shared with our management team so we can reinforce our procedures for responding promptly to guest concerns and maintaining an environment where everyone can enjoy the film without disruption. As a gesture of our apology, we would like to offer you two complimentary movie vouchers. Please share your email address, and we will be happy to send them to you. Thank you again for your continued support and for bringing these concerns to our attention. We hope to have the op

Business reply on Google

Hi Samantha, Thank you for taking the time to share your feedback. I am very sorry to hear that your experience did not meet expectations. The level of service you described is certainly not reflective of the hospitality we strive to provide. Every guest should feel welcomed, valued, and attended to throughout their visit, and I apologize that your interactions left you feeling otherwise. Waiting hours with minimal check-ins and feeling rushed during conversations is unacceptable. While I'm glad you enjoyed the atmosphere and beauty of our location, I understand how poor service can overshadow the entire experience. I also appreciate your feedback regarding our appetizer selection and pricing, which we will take into consideration as we continue to evaluate our offerings. As a gesture of our apology, we would like to offer you two complimentary movie vouchers. Please share your email address, and we will be happy to send them to you. Thank you again for your honest feedback. We hope you will consider giving us another opportunity to provide the level of service you should have received during this visit. Best regards, Gilbert General Manager THE LOT Liberty Station

Business reply on Google

Hi Michael, Thank you for taking the time to share your experience. First and foremost, I want to sincerely apologize for the frustration you and your daughter experienced during your visit. What should have been an enjoyable evening with friends turned into a disappointing experience, and for that, I am truly sorry. I am especially concerned by the confusion surrounding the ordering process, the excessive delays in receiving your food and beverages, and the fact that your final cocktail arrived near the end of the movie in an unsatisfactory condition. Our goal is to enhance the movie experience, not create stress or distractions from it. It is clear that we fell well short of that standard during your visit. I am also disappointed to hear that you took the time to call and leave feedback afterward but did not receive a response. Failing to follow up with a guest who reaches out to us directly is unacceptable and not reflective of the level of hospitality we strive to provide. We are actively working on improving the reliability of our mobile ordering system and the coordination between mobile and server-assisted ordering so guests can choose whichever option they prefer without co

Business reply on Google

Hi Marketa, Thank you for sharing your experience—I’m truly sorry for the way you and your group were treated. What you described is not the level of hospitality we aim to provide, and I understand how disappointing that must have felt, especially in your own neighborhood. While we do have closing procedures our team must follow, there is never an excuse for making guests feel unwelcome or rushed in a discourteous manner. Your feedback is very important, and I will be addressing this directly with our team to ensure we handle these situations with the warmth and respect our guests deserve. As a small gesture, we’d love to offer you complimentary movie vouchers so you and your friends can enjoy a visit with us under better circumstances. If you’re open to it, please share your email address so we can send the passes directly to you. We sincerely hope you’ll give us another opportunity to provide the welcoming experience you expected. Best regards, Gilbert General Manager THE LOT Liberty Station

Business reply on Google

Hi Kevyona, I’m very sorry for the experience you had during Reminders of Him. What you described is absolutely not the standard we strive to provide, and I understand how frustrating it must have been, especially with a newly released movie and higher ticket price. As a gesture, we’d like to offer you two complimentary movie vouchers for a future visit. Could you please share your email address so we can send them directly to you? Thank you for bringing this to our attention, and we hope to provide a much better experience for you next time. Best regards, Gilbert General Manager THE LOT Liberty Station

Business reply on Google

Thank you for taking the time to share this experience with us. We’re truly sorry for the frustration and discomfort you encountered during your visit. Technical issues can happen, but the lack of clear communication you described is not the standard we strive for. Our team should have provided timely updates, reassurances, and next steps instead of leaving the auditorium in the dark—literally and figuratively. You’re absolutely right that a simple announcement and consistent communication make all the difference, and we regret that this didn’t happen for you and your fellow guests. We appreciate you pointing this out, and we’ll be addressing this directly with our management and staff to ensure that any future technical interruptions are handled with transparency, clarity, and care. Thank you again for your feedback, and we hope to have the chance to welcome you back for a much smoother experience.

Business reply on Google

Thank you for sharing your feedback, and we sincerely apologize for the delay in receiving your food and for it not being served at the proper temperature. This is certainly not the experience we aim to provide, especially during a highly anticipated film. Your comments have been shared with our management and culinary teams so we can review service timing and food delivery standards to prevent this from happening again. We would appreciate the opportunity to make this right. Please contact us directly at [email protected] so we can follow up with you personally. Thank you for bringing this to our attention. Thank You, Rob Calvillo

Business reply on Google

Thank you for reaching out, and I’m truly sorry for the frustration this caused—especially when you were just trying to plan a fun movie outing with your kids on your husband’s only day off. The discount Wednesday ticket issue and the inability to reach our box office are unacceptable, and I apologize for the inconvenience. We’re looking into the website error and why calls weren’t being answered so we can resolve this immediately. You should never have to jump through hoops to access promotions we advertise. If you’re open to it, please reach out directly so we can help make this right for you at [email protected]. We appreciate your feedback and hope to have the chance to give your family the movie day you were looking forward to. Thank You, Rob Calvillo Director of Restaurant Operations

Business reply on Google

Thank you for sharing your feedback, and I’m truly sorry for the experience you had during your visit. A seat should never compromise your ability to enjoy the movie, and it’s unacceptable that constant foot traffic obstructed your view—especially after paying for a premium ticket. You’re absolutely right that guests should be informed if a seat has a limited or disrupted view. We’ll be reviewing our seating layout and communication so this doesn’t happen to future guests. Your comment is incredibly helpful in making sure we address this properly. I understand your frustration and would appreciate the chance to make this right for you. If you’re open to it, please reach out so we can follow up directly at [email protected] Thank You, Rob Calvillo Director of Restaurant Operations

Business reply on Google

Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and disappointment you encountered during your recent visit. Waiting in a theater for an extended period with no trailers, no updates, and no clear communication is completely unacceptable, and we are truly sorry that this happened. You should always be able to expect a smooth and timely experience—especially when pre‑purchasing tickets and paying premium prices. The delay in getting the film started, followed by a second period of darkness with no playback, is not reflective of the standards we strive to uphold. We also apologize that you did not receive an explanation, an apology, or any gesture to acknowledge the inconvenience. You deserved all three. It is especially concerning to hear that another guest reported the same issue occurring just weeks earlier. This indicates an ongoing technical or operational problem that should have been fully resolved, and your feedback has been escalated to ensure immediate corrective action is taken. Our leadership and technical teams are reviewing the situation to prevent this from happening again. We understand how disappointing this w

Business reply on Google

Thank you for taking the time to share your experience with us. We are truly sorry to hear about the service issues you encountered during your visit. What you described is far below the standards we expect from our team, and we sincerely apologize for the delays, lack of communication, and overall frustration you experienced. Your wait to be seated, long ticket times for both your appetizer and entrée, and the disappointment of being told your meal was unavailable after such an extended delay are completely unacceptable. You should never leave hungry or dissatisfied, especially after investing your time and money with us. We also apologize that your waters were not refilled and that no accommodation or gesture of goodwill was offered—this is not reflective of the service we strive to provide. Please know that we are addressing this with our management, service, and culinary teams to ensure these issues are corrected immediately. We appreciate you bringing this to our attention so we can focus on the areas that need improvement. We agree with you—the location and concept have so much potential, and we want your experience to reflect that every single time. If you are willing, we wo

Business reply on Google

Thank you for sharing your feedback with us. We truly value your loyalty over the past two years and are very sorry to hear about your recent experiences. This is not the standard we strive to uphold, and we understand how disappointing it must have been for you and your group. We take your concerns seriously—especially regarding cleanliness, food quality, and the sound system in Theatre 2. Our team is already investigating the audio issue to ensure it is resolved immediately, and we will review our procedures for popcorn preparation and seating maintenance to prevent this from happening again. Your experience matters to us, and we would love the opportunity to make things right. Please reach out to me directly at [email protected] so we can personally address your concerns and restore your confidence in choosing us for your movie outings. Thank you again for bringing this to our attention. We hope to welcome you back soon for a much-improved experience. Thank You, Rob Calvillo Director of Restaurant Operations

Business reply on Google

Good Evening, Thank you for sharing your experience with us. I want to sincerely apologize for the disappointment you encountered during your visit. Your feedback is extremely valuable, and I truly regret that we fell short of your expectations. It’s concerning to hear that the food quality did not meet our standards and that the pretzel bites and esquites lacked flavor. We take pride in offering fresh, flavorful dishes, and I will be reviewing this with our culinary team immediately to ensure consistency and quality. Regarding the double charge you noticed, in most cases this is a preauthorization hold placed by your bank when the transaction is processed. These holds typically fall off within a few business days once the bank settles the final amount. However, if the charge does not clear promptly or you have any concerns, please reach out to us directly at [email protected] , and we will assist you right away. Your comments about pricing and overall experience are well taken. We strive to provide value through quality food and service, and it’s clear we missed the mark during your visit. We are committed to addressing these concerns and improving for the future. Thank you ag

Business reply on Google

Good Evening, Thank you for sharing your experience with us. I want to sincerely apologize for the frustration and disappointment you encountered during your visit. We truly value your loyalty and the fact that you normally enjoy coming here makes it even more concerning that we fell short this time. Waiting over 40 minutes for snacks and having to repeatedly follow up is unacceptable, and I completely understand how this disrupted your movie experience. Your time is important, and our goal is always to provide prompt, seamless service so you can enjoy your film without interruptions. Clearly, we did not meet that standard. I’m also very sorry to hear about your interaction with our manager. Empathy and accountability are core to our service philosophy, and it’s disappointing that you didn’t feel heard or supported. I will personally address this with our leadership team to ensure that every guest receives the courtesy and care they deserve, especially when resolving concerns. Your feedback about staffing and order accuracy is invaluable. We are reviewing our processes and staffing levels to prevent delays and improve communication between team members. Your experience highlights a

Business reply on Google

Hi Bella, We are very sorry for the delays and missing items during your visit This is not the experience we aim to deliver. Your feedback has been shared with our team to address right away. Please reach out to us directly so we can make this right at [email protected]. Courtney Timlen General Manager THE LOT