Today, I attended the 11:15 a.m. showing of David at your theater. When I left, my keys fell under my seat without my knowledge. Attached to those keys were my wallet, car keys, house keys, an AirTag, and necessary medication.
Around 4:00 p.m., once I realized they were missing, I returned to the theater to retrieve them. When I approached the counter and explained that I had lost my keys, the employee at the desk ignored me entirely. At that point, the tall white male manager took over and asked what my keys looked like. After I described them, he immediately insisted the keys were not there.
I explained that my AirTag showed the keys were still in Theater 11, pinpointed down to the exact location. I showed him the active AirTag signal confirming they were inside the theater. Instead of assisting, he called someone, then told me no one could enter or exit the theater during a showing. This was clearly untrue, as guests were able to use the restroom during my showing and an employee even entered during the film to clean.
When I asked if I truly had to wait an hour to retrieve medication I needed, the manager raised his voice, turned his back to me mid-sentence, and completely ignored me. When I attempted again to clarify the urgency due to my medication, he became even louder and openly escalated the situation. I calmly stopped engaging and informed him I would contact the police for assistance.
While I was on the phone with the police, they stated they were shocked that the theater refused to return property that was clearly confirmed by an AirTag. They also stated that they were on the way to assist. During this time, the manager and the employee at the counter began making loud, unprofessional comments about me. The manager then stated, within earshot, "She can do whatever she wants. I don't really care."
My mother then walked into the building, went directly into Theater 11 without issue, picked my keys and medication up off the floor, and walked right back out. This proved that the manager could have easily done this from the start. When she questioned why he refused to assist, he raised his voice at her as well and continued escalating the situation instead of apologizing or correcting course. He also falsely claimed law enforcement would say the exact same thing, even though the police had already stated they were coming to assist.
From the moment I approached the desk, this manager displayed hostility, refusal to help, and blatant disregard for both guest safety and basic professionalism. His comments to staff about me were inappropriate, his dismissal of my legitimate concern was unacceptable, and the staff member ignoring me initially was unprofessional.
I had spent money at your establishment earlier that same day, only to be treated disrespectfully while trying to retrieve essential personal property and medication. This experience was appalling and completely avoidable. The manager even stated that we are free to contact corporate because they won't do anything to him.
I am requesting:
* A formal written apology
* Accountability and corrective action for this manager's behavior
* Confirmation of staff training expectations regarding guest assistance and professionalism
Until this is addressed appropriately, my family and I will not be returning to this location or spending another cent here.
I look forward to a prompt response. read more