HOYTS Bunbury — Attraction in Bunbury

I am writing to express our deep disappointment following a recent experience at your Bunbury cinema.

We had booked tickets for the 10:30am session of the new Minecraft movie for two adults and three children. This was something our family—especially the kids—had been looking forward to for weeks. Upon entering the cinema, we discovered that one of our assigned seats was completely broken, essentially collapsed to the floor and unusable.

As the session was fully booked, there were no other seats available except in the very front row, which would have been uncomfortable and inappropriate, especially for children. My husband spoke to a staff member at the front desk while the rest of the family waited inside. Initially, he was told we could attend the next session but would need to pay extra—this was said in front of the manager, who did not step in at that point. He then collected the family and we spoke with the manager directly, and only then were we offered seats for the 12:45pm session at no extra cost.

While we appreciated the eventual resolution, the process lacked courtesy and understanding. We had already purchased a popcorn and an ice cream for the original session. When we asked if we could replace the popcorn for the later session, there was hesitation and we were asked whether we had eaten any. We were eventually allowed a new box of popcorn, but nothing else was offered. This meant our son had to eat his ice cream during the first visit, and we all had to leave and return hours later, disrupting our plans for the afternoon and wasting a significant part of our day.

What was most disappointing was the lack of a sincere apology or any genuine gesture to acknowledge the inconvenience caused to our family. This was not a minor issue—it was a major disruption during what was supposed to be a fun outing with our kids, and one that could have easily been handled more...

Visited today over a 1hr drive for us so booked online. It had sold out by the time we go there so no chance of getting seats for the four of us we had to split up with two of us on the front row which was awful, the screen is blurry and almost gives a nauseous / car sick feeling and very uncomfortable on your neck, however I wouldn't leave bad review just for that. My review is for the way staff handled the teens next to us who were throwing popcorn and filming on their mobiles, making tiktoks and talking very loudly. I went out to find a staff member and asked them to do something a teen boy came in and asked them to stop. They of course didn't stop and it really ruined the whole film, I had to leave the film yet again to go and find a manager and ask him to do something. He sent another young girl in who mildy told the girls to behave, of course they ignored this too. I thought recording was illegal in cinemas so after the first warning they should have been asked to leave? It ruined the whole film for us and I kept missing parts having to go out and ask for assistance. At the very least the manager should have come himself and shown some authority instead of sending very young adults with no authority. On the second complaint they should have been removed. The whole experience really ruined a family day out and an...

The cinema is starting to look old and worn, thousands of feet have traversed the carpets, the seats each worn with the different shapes of movie goers as they have settled in to see the newest flick. The expansion over the years brought more screening times and variety but the cinemas are starting to fall behind comparatively to others. But sadly they have the monopoly being the only cinema in town. The mood and feel of “it is what it is” rains down on you with the crowded lobby crammed with arcade games and a confused and muddled line system for the box office and separately for the candy bar. The immersive experience is very lack lustre and the sound system seems old and not as sharp as most in the market. If going not on a Tuesday night the price point for a movie seems too excessive to sit in old and worn cinemas that smell as the excitement has been lost and your just there for a really big TV. The movie magic has left the building and the prestige of a night out to see a film is lost when you walk through...