UltraStar Mission Valley Cinemas-Hazard Center

Business reply on Google

Thank you for taking the time to share your feedback. We're sorry to hear your recent visit did not meet your expectations. Regarding the claw machine, it is owned and serviced by a third-party vendor, which is why there is a customer service phone number and QR code posted directly on the machine. Those contact options allow the vendor to quickly verify the issue and process refunds or credits for machine-related problems. Unfortunately, our theater staff does not have the ability to issue refunds on the vendor's behalf. We understand this may have been frustrating, but our manager clearly and politely explained how the refund process works and contacting the vendor would have resulted in an immediate refund. As a locally owned & operated company we pride ourselves on providing a comfortable movie experience in a clean and welcoming environment. I'm sorry to read that it seems we missed the mark on your visit. We hope that you'll give us another opportunity to provide you with a better experience in the future.

Business reply on Google

We’re very sorry to hear that your recent visit did not meet your expectations, especially since our theater has clearly been a place connected to positive memories for you over the years. To clarify a few points for other guests reading this review, The Mandalorian and Grogu was designated as a “Special Engagement” film and excluded from our Thursday discount program in all of our advertising and noted at the time of purchase. The reserved red seats you referenced are our D-BOX motion-enhanced seats, which are premium reserved seating and not part of general admission availability. Regarding concessions, we did experience a temporary interruption in service due to an unexpected inspection-related issue, and we understand how disappointing that was for guests visiting that evening. We know concessions are an important part of the moviegoing experience, and we worked to resolve the matter as quickly as possible. We also take concerns about presentation quality, seating comfort, and sound seriously. While we respectfully disagree with some aspects of your characterization, we never want a guest to leave feeling disappointed after a night out at the movies. We appreciate you taking th

Business reply on Google

Thank you for your feedback and for visiting our theater. We would like to clarify that while the shopping center itself is currently undergoing renovations and rebranding as The Landing, the theater is not presently under renovation. We appreciate your comments and are excited about plans to make updates and improvements to the theater in the near future as we continue enhancing the moviegoing experience for our guests. We hope you will visit us again and continue to support local San Diego cinema.

Business reply on Google

Hi Peace, We are terribly sorry for the inconvenience you experienced when our theater was delayed in opening today. There was an unfortunate issue that caused our manager to arrive to work later than expected. Thankfully all has been resolved and we don't anticipate to have a recurrence. We hope that you can join us again soon. Again, we apologize that your plans were disrupted today.

Business reply on Google

Thank you for taking the time to share your experience, Alec. We're glad that you enjoyed your screening of Wicked this holiday weekend. Keeping our theater clean is a priority and there is never an excuse for what you experienced; however, this weekend the theater was unbelievably busy with most showtimes selling out and the the theater team did their best to keep up with cleaning. Your review has been shared with all of management so we can work to improve. We do hope you'll give us another chance.

Business reply on Google

I'm sorry to read you had a bad experience at our theater, Alex. Our theater does not offer recliner seats--I'm sorry to read that someone on the internet erroneously stated that. Our team also works hard to keep the theater clean; we had a tremendously busy weekend and they were cleaning as quickly as possible. I'll be sure to pass your feedback on to the management team so they are aware of your experience. We hope you'll visit again and give us another try.

Business reply on Google

We're very surprised to receive this review, Joshua. We pride ourselves in providing quality entertainment in a clean environment with excellent customer service. Your review is not indicative at all of the feedback we generally receive from our guests. We do, however, appreciate all guest feedback and will look into your concerns immediately.

Business reply on Google

Our air conditioning unit went down completely unexpected this afternoon and an emergency HVAC service was immediately called. I am terribly sorry that this occurred, but this was not anticipated. Unfortunately equipment does break and our team dealt with it as quickly and professionally as possible.