We've been coming here for the last five years since we had moved to surprise. What we once thought as a clean outstanding classy theater now seems dirty, smelly, and a lack of customer service. We waited in line for 25 minutes to get popcorn. It was not that busy. There was one person working the snack bar, and she was very slow. They were probably about 10 of us in the regular customer line, and no one in the preferred customer line. Every time a preferred customer came up they got served first while the rest of us ended up waiting even longer. Don't get me wrong, I think the preferred customer benefits is a great idea, if it's super busy but it was not busy and those of us in line had been waiting a long time and barely made it to our movie. When we went to give our tickets or should I say try to give our tickets to the ticket-taker he was busy socializing with someone he knew totally ignoring the line of ticket-holders forming in front of him which also delayed our entry into our movie almost making us miss the beginning of it. In going into the individual theater where we were going to see the movie The little hallway area smelled like urine. I recently read that since AMC took this over there are supposed to be some upgrades being done. I sure hope so, but until that time I'm not sure that we will patronize this facility if ever if it does not get upgraded.