Playing a preview about a chip killing people before Wicked 2 (PG) is so stupid. Gave my kid nightmares. Read the room!!!!!!!!!
Kevin Catarella
This place used to be our go to in Sacramento due to the 21+. Unfortunately they are no longer 21+ for any of their showings which is extremely disappointing.
pseudomass
The ambience and service were great but whoever is the projectionist needs to do better. I saw Die For Me and the film was so tiny with respect to the available screen.
Robert Whitaker
This place has really gone down hill. We went last night and the theater auditorium was filthy. Many seat trays were stacked up with empty cups, soiled food containers, used napkins and even food residue. The floor was also littered with similar waste. I could not find an employee to speak with so I reported it to the bartender in the lobby. She said she'd get someone to clean it but no-one even came by to look. I had to go get a handful of napkins to wipe up the mess myself. I don't know if this is the new normal or if it was just a lazy incompetent crew that night,
Daniel and Deborah Giles
Something is seriously wrong here. I genuinely feel bad for the poor staff who are clearly stressed and trying their best to hold things together.
From the moment we walked in, something felt off. The bar area had no ambiance, no music, no mood lighting, just silence. The screen for Theater 4 wasn’t working, so guests couldn’t even find where to go. Inside the theater, a large cardboard box sat right in front of the first row, like someone unpacked something and just left it there. The projection wasn’t formatted correctly, the image was cropped, and titles and edges were cut off. Odd and disappointing.
Then came the food service, or lack thereof. Scanning the QR code only brought up a message saying food couldn’t be ordered until the movie started. New policy? That seems like a terrible idea, forcing everyone to order at once. There was also no way to indicate your seat, so it looked like you’d have to leave the movie to pick up your food. Has this place stopped full food service altogether? If so, that’s really sad.
After 45 minutes, my wife checked on our order, and no one knew what was going on. The staff were indifferent and confused, just whispers of a “new system” and a “weird weekend.” After waiting an hour, with the movie nearly over, we decided to cancel our $88 food order for four people. I joined a long line of others doing the same. Thankfully, the assistant manager was handling the chaos with grace. She was clearly doing her best despite what looked like serious understaffing and disorganization.
To top it off, the men’s restroom urinals were filthy, the kind of thing that makes you wonder when the place was last properly cleaned.
They did refund our food and offered free movie tickets, which I appreciated. I assume this was just a one-off rough weekend, but based on what I’ve seen and what others have reported, it feels like there are deeper management or corporate issues behind it. This used to be one of Folsom’s best movie theater experiences, but sadly, it feels like that era may be over. If someone from corporate is reading this, something is off here.
Denise Cheek
My favorite theater ever
Scott Freeland
Not quite as “Luxe” as it used to be. Their cost cutting measures are shooting themselves in the foot. A trip to the Luxe used to be $25-$30 at the bar and chat with Eric the bartender, but the bar is now closed.
You can’t order food until showtime which means all the orders go to a the bar and kitchen at the same time, so your food arrives half way through the film, and drinks arrive whenever.
And the QR code is impossible to scan during the movie so no popcorn and second round of cocktails for act 3.
Seriously a trip to the luxe used to be a $100-125 night but we were out for $56. And we would have spent more if we could have, but their staff and budget cuts made it impossible.
Also holy smokes the restrooms. Those waterless urinals need a deep cleaning.
This used to be one of our favorite places to go, but Iately, I can have a more luxe experience at home.
Trevor Doyle
This place used to so good but the quality and service have plummeted. Service terrible, rude and forget basic things. Order burger, and there is no way to remove food that causes upset, no way to order a glass of water, burger came with no ketchup. I went but couldn’t find staff. I had to beg for it at the front desk. It took 20 minutes to come. Just not the quality place it was
Lobo
Terrible experience tonight unfortunately. Many people’s tickets were not recognized in the system. The theater was the dirtiest I’ve ever seen and it smelled. Food came very late and orders were confused. Had to leave our movie to wait in the hallway for the rest of the food and miss part of the movie. The food was cold and had obviously been sitting out the whole time we were waiting. The popcorn was stale with no salt or butter. My soda I ordered was mostly water.
The staff felt bad and I don’t think it was their fault. It felt like too many jobs were eliminated from real people and substituted with technology, but those systems failed and caused a very poor experience. Plus, a glass of water used to be free and is now $7, plus a mandatory tip on the whole order. I honestly don’t want to go back and it used to be my favorite theater.
The worst part is how many negative reviews are on here with the same complaints as me AND with responses from the owner. Yet no changes have been made. If you know about a problem and do not fix it… then you are the problem. To the owner- instead of a blanketed response, please tell me here, in front of everyone what changes exactly you plan on implementing to improve your theater.
Mike Cary Jr
So went to this theater for the second time in a year. Went for my nephews birthday party, hoping for a decent time. Well it was far from it. First thing i notcied is they charge you up front for a tips for service. Not like other places where they allow you to tip after the movie depending on how good your service is. There was 8 of us and another family in the theater. We ordered food, popcorn and drinks. This is where it started, going through their menu it was very vague and the popcorn, well lets saw i would of rather had packing peanuts than the popcorn. Their menu shows a large paper cup for drinks, but you recieve a glass of soda mostly ice. After ordering food it took approximatley 15 to 20 minutes to get drinks and the popcorn. As we figured the sodas came in a small glass, same prices though as the theater next door.we could get refiils, we asked one of the staff memebers about a refill since the app doesnt even allow you to order a refill. My girlfriend asked one of the staff memebers about refills after dropping off food. She stated they're updating the app so she would find out how we would get refills. Amazingly she never returned. She went out to the bar and asked about refills and are people coming to check on us to see if we need anything. Their response was no we dont check on customers and either you have to come to the bar to get a refill or order a new drink. She came back into the theater and got 8 of our drink orders...not staff, her. And took it back to the bar. Their answer the app is updating so we dont have the ability to order a refill...hmmm. well if you app is complete and doesnt have the ability to assist with the customer experience dont launch it or go hey we got some bugs how about you check on the customers. Everytime i walked out staff were sitting there on their phones, seems super busy. Your competition caters to the customer for the same prices. Customers spend the extara money for that, but it definitely doesnt seem like that attention is going into the vision. And your bathrooms, dear lord they looked like they hadnt been cleaned in a while. It was 3ppm and a few shows had been ran. So just a flying out the window opinion how about you wait till the end of the movie to have people pay their bills, becuase the service me and my family recieved was not worth the 15% you automatically charge. I get it your a small theater catering to small experience, but damn ill drive 30 minutes to studio movie grill and pay the same prices and decide if the service is worth the tip. Please step up your game, and train your staff on attemping to care about the customers.
I don’t know what happened but went to the movie today and have been here numerous times. I’m guessing a change of management or ownership. The service has gone to hell. Let me start by saying The server was friendly as not to discredit the employee. I paid nearly 8 bucks for a 8 size soda and there was no way to get a refill. No attendant button or on the app. Asked the girl when she came back in with our additional order and tried to get a refill but she said it wasn’t offered anymore. Went to the bar to get a refill and was able to get one. Also unable to refill popcorn as most places do. Won’t be coming here any longer when you can go to the other theatre in Palladio and get refills, a bigger size cup and better service. Also I get it how people these days look but showing up to see the girl that checks you in at the door had bright red dyed hair and a multi pierced nose.very unprofessional for a what is marketed as a upscale theatre.
Travis Johnson
A fun and different movie experience. Great for date nights.
Richb
I have given the LUXE 5 stars before, but tonight I had an awful experience and have re-rated the place. I arrived 15 minutes before the show started and order my meal and a glass of wine at the bar. The drink was served right then, and my meal should have been delivered to my reserved seat. After 45 minutes into this show, left the movie to complain at that bar. Had also set the service button at my seat. Finally five minutes before the movie was over, someone comes out with my meal. I asked for a refund at that point. When the film was over, I asked to see the manager. Ten minutes later, he shows up, comes back with a refund just for the food and a free coupon for one movie. He should have refunded the food, drink and cost of the my ticket. Awful service, and even worse response from the manager.
Art Vega
First off, this place is really nice — the facility itself has a lot of potential. Unfortunately, the service was rough. The employees were friendly, but the overall experience fell far short of expectations.
I pre-paid for dinner and drinks so my wife and I could simply stroll in, relax, and enjoy our movie. Instead, it took over an hour before we even got our drinks. I eventually went to the bar myself, where the bartender (who was very kind) told me they had no record of my pre-order. He took my order manually, but even then, nothing came out for quite a while. I had to leave the theater multiple times to ask for our popcorn and food.
The worst part was walking out later to see several staff members just hanging around the bar chatting. When I approached, most scattered and suddenly looked busy — not a great look when guests are still waiting for service.
It’s one thing for a system to go down, but it’s another to completely drop the ball on follow-up and customer care. Disappointing, especially because the place itself is beautiful and could be great with some management improvements. Sadly, I won’t be spending my money there again. If you’re planning dinner and a movie, I’d recommend going somewhere else.
Amanda Audrain
I used to love this theater and have told so many friends about it. But, the last 2 times I’ve been there: bathrooms have paper towels all over, no toilet paper. Food is not the same as I’m used to, and the QR code ordering doesn’t function. Ok, except nobody told us, and it somehow DID work for our initial order. Very weird. When I went out to check on the order, there was nobody in the whole lounge area except for a young girl on her phone.
She tried to explain that the system was down (all day?) and the bartender had left, but that she could find the manager to see if he could get us the beer that we had ordered (and that already appeared on our tab! - that part works, you see). The manager was nice, and apologetic, and gave me beer to bring to myself, at my seat. It was so odd.
I truly love this place and HOPE that whoever owns it can pull their shit together. It’s a bummer, and makes me sad, for both patrons and employees.
Playing a preview about a chip killing people before Wicked 2 (PG) is so stupid. Gave my kid nightmares. Read the room!!!!!!!!!
This place used to be our go to in Sacramento due to the 21+. Unfortunately they are no longer 21+ for any of their showings which is extremely disappointing.
The ambience and service were great but whoever is the projectionist needs to do better. I saw Die For Me and the film was so tiny with respect to the available screen.
This place has really gone down hill. We went last night and the theater auditorium was filthy. Many seat trays were stacked up with empty cups, soiled food containers, used napkins and even food residue. The floor was also littered with similar waste. I could not find an employee to speak with so I reported it to the bartender in the lobby. She said she'd get someone to clean it but no-one even came by to look. I had to go get a handful of napkins to wipe up the mess myself. I don't know if this is the new normal or if it was just a lazy incompetent crew that night,
Something is seriously wrong here. I genuinely feel bad for the poor staff who are clearly stressed and trying their best to hold things together.
From the moment we walked in, something felt off. The bar area had no ambiance, no music, no mood lighting, just silence. The screen for Theater 4 wasn’t working, so guests couldn’t even find where to go. Inside the theater, a large cardboard box sat right in front of the first row, like someone unpacked something and just left it there. The projection wasn’t formatted correctly, the image was cropped, and titles and edges were cut off. Odd and disappointing.
Then came the food service, or lack thereof. Scanning the QR code only brought up a message saying food couldn’t be ordered until the movie started. New policy? That seems like a terrible idea, forcing everyone to order at once. There was also no way to indicate your seat, so it looked like you’d have to leave the movie to pick up your food. Has this place stopped full food service altogether? If so, that’s really sad.
After 45 minutes, my wife checked on our order, and no one knew what was going on. The staff were indifferent and confused, just whispers of a “new system” and a “weird weekend.” After waiting an hour, with the movie nearly over, we decided to cancel our $88 food order for four people. I joined a long line of others doing the same. Thankfully, the assistant manager was handling the chaos with grace. She was clearly doing her best despite what looked like serious understaffing and disorganization.
To top it off, the men’s restroom urinals were filthy, the kind of thing that makes you wonder when the place was last properly cleaned.
They did refund our food and offered free movie tickets, which I appreciated. I assume this was just a one-off rough weekend, but based on what I’ve seen and what others have reported, it feels like there are deeper management or corporate issues behind it. This used to be one of Folsom’s best movie theater experiences, but sadly, it feels like that era may be over. If someone from corporate is reading this, something is off here.
My favorite theater ever
Not quite as “Luxe” as it used to be. Their cost cutting measures are shooting themselves in the foot. A trip to the Luxe used to be $25-$30 at the bar and chat with Eric the bartender, but the bar is now closed.
You can’t order food until showtime which means all the orders go to a the bar and kitchen at the same time, so your food arrives half way through the film, and drinks arrive whenever.
And the QR code is impossible to scan during the movie so no popcorn and second round of cocktails for act 3.
Seriously a trip to the luxe used to be a $100-125 night but we were out for $56. And we would have spent more if we could have, but their staff and budget cuts made it impossible.
Also holy smokes the restrooms. Those waterless urinals need a deep cleaning.
This used to be one of our favorite places to go, but Iately, I can have a more luxe experience at home.
This place used to so good but the quality and service have plummeted. Service terrible, rude and forget basic things. Order burger, and there is no way to remove food that causes upset, no way to order a glass of water, burger came with no ketchup. I went but couldn’t find staff. I had to beg for it at the front desk. It took 20 minutes to come. Just not the quality place it was
Terrible experience tonight unfortunately. Many people’s tickets were not recognized in the system. The theater was the dirtiest I’ve ever seen and it smelled. Food came very late and orders were confused. Had to leave our movie to wait in the hallway for the rest of the food and miss part of the movie. The food was cold and had obviously been sitting out the whole time we were waiting. The popcorn was stale with no salt or butter. My soda I ordered was mostly water.
The staff felt bad and I don’t think it was their fault. It felt like too many jobs were eliminated from real people and substituted with technology, but those systems failed and caused a very poor experience. Plus, a glass of water used to be free and is now $7, plus a mandatory tip on the whole order. I honestly don’t want to go back and it used to be my favorite theater.
The worst part is how many negative reviews are on here with the same complaints as me AND with responses from the owner. Yet no changes have been made. If you know about a problem and do not fix it… then you are the problem. To the owner- instead of a blanketed response, please tell me here, in front of everyone what changes exactly you plan on implementing to improve your theater.
So went to this theater for the second time in a year. Went for my nephews birthday party, hoping for a decent time. Well it was far from it. First thing i notcied is they charge you up front for a tips for service. Not like other places where they allow you to tip after the movie depending on how good your service is. There was 8 of us and another family in the theater. We ordered food, popcorn and drinks. This is where it started, going through their menu it was very vague and the popcorn, well lets saw i would of rather had packing peanuts than the popcorn. Their menu shows a large paper cup for drinks, but you recieve a glass of soda mostly ice. After ordering food it took approximatley 15 to 20 minutes to get drinks and the popcorn. As we figured the sodas came in a small glass, same prices though as the theater next door.we could get refiils, we asked one of the staff memebers about a refill since the app doesnt even allow you to order a refill. My girlfriend asked one of the staff memebers about refills after dropping off food. She stated they're updating the app so she would find out how we would get refills. Amazingly she never returned. She went out to the bar and asked about refills and are people coming to check on us to see if we need anything. Their response was no we dont check on customers and either you have to come to the bar to get a refill or order a new drink. She came back into the theater and got 8 of our drink orders...not staff, her. And took it back to the bar. Their answer the app is updating so we dont have the ability to order a refill...hmmm. well if you app is complete and doesnt have the ability to assist with the customer experience dont launch it or go hey we got some bugs how about you check on the customers. Everytime i walked out staff were sitting there on their phones, seems super busy.
Your competition caters to the customer for the same prices. Customers spend the extara money for that, but it definitely doesnt seem like that attention is going into the vision. And your bathrooms, dear lord they looked like they hadnt been cleaned in a while. It was 3ppm and a few shows had been ran. So just a flying out the window opinion how about you wait till the end of the movie to have people pay their bills, becuase the service me and my family recieved was not worth the 15% you automatically charge. I get it your a small theater catering to small experience, but damn ill drive 30 minutes to studio movie grill and pay the same prices and decide if the service is worth the tip. Please step up your game, and train your staff on attemping to care about the customers.
Restaurantji Recommends
I don’t know what happened but went to the movie today and have been here numerous times. I’m guessing a change of management or ownership. The service has gone to hell. Let me start by saying The server was friendly as not to discredit the employee. I paid nearly 8 bucks for a 8 size soda and there was no way to get a refill. No attendant button or on the app. Asked the girl when she came back in with our additional order and tried to get a refill but she said it wasn’t offered anymore. Went to the bar to get a refill and was able to get one. Also unable to refill popcorn as most places do. Won’t be coming here any longer when you can go to the other theatre in Palladio and get refills, a bigger size cup and better service. Also I get it how people these days look but showing up to see the girl that checks you in at the door had bright red dyed hair and a multi pierced nose.very unprofessional for a what is marketed as a upscale theatre.
A fun and different movie experience. Great for date nights.
I have given the LUXE 5 stars before, but tonight I had an awful experience and have re-rated the place. I arrived 15 minutes before the show started and order my meal and a glass of wine at the bar. The drink was served right then, and my meal should have been delivered to my reserved seat. After 45 minutes into this show, left the movie to complain at that bar. Had also set the service button at my seat. Finally five minutes before the movie was over, someone comes out with my meal. I asked for a refund at that point. When the film was over, I asked to see the manager. Ten minutes later, he shows up, comes back with a refund just for the food and a free coupon for one movie. He should have refunded the food, drink and cost of the my ticket. Awful service, and even worse response from the manager.
First off, this place is really nice — the facility itself has a lot of potential. Unfortunately, the service was rough. The employees were friendly, but the overall experience fell far short of expectations.
I pre-paid for dinner and drinks so my wife and I could simply stroll in, relax, and enjoy our movie. Instead, it took over an hour before we even got our drinks. I eventually went to the bar myself, where the bartender (who was very kind) told me they had no record of my pre-order. He took my order manually, but even then, nothing came out for quite a while. I had to leave the theater multiple times to ask for our popcorn and food.
The worst part was walking out later to see several staff members just hanging around the bar chatting. When I approached, most scattered and suddenly looked busy — not a great look when guests are still waiting for service.
It’s one thing for a system to go down, but it’s another to completely drop the ball on follow-up and customer care. Disappointing, especially because the place itself is beautiful and could be great with some management improvements. Sadly, I won’t be spending my money there again. If you’re planning dinner and a movie, I’d recommend going somewhere else.
I used to love this theater and have told so many friends about it. But, the last 2 times I’ve been there: bathrooms have paper towels all over, no toilet paper. Food is not the same as I’m used to, and the QR code ordering doesn’t function. Ok, except nobody told us, and it somehow DID work for our initial order. Very weird. When I went out to check on the order, there was nobody in the whole lounge area except for a young girl on her phone.
She tried to explain that the system was down (all day?) and the bartender had left, but that she could find the manager to see if he could get us the beer that we had ordered (and that already appeared on our tab! - that part works, you see). The manager was nice, and apologetic, and gave me beer to bring to myself, at my seat. It was so odd.
I truly love this place and HOPE that whoever owns it can pull their shit together. It’s a bummer, and makes me sad, for both patrons and employees.
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