Cinéma Cineplex Forum et VIP — Attraction in Montreal

5 Stars for Trevaughn’s service 3 Stars for the manager who wasn’t in the least bit understanding

TLDR: Trevaughn — who doesn’t seem to be in management or a supervisorial role —should be the customer service model for all current and future Cineplex front-end employees, not because I got what I wanted but because he took the time to try to understand what I was in search of and to explain to me how I could better facilitate him helping me get it done. He was nothing like the supervisor who pawned me off to him. He did not carry the same air of ‘I-am-annoyed-to-be-tasked-with-this-aspect-of-my-job’. His words and actions did not insult me. Furthermore, after having helped me to complete satisfaction, I watched him patiently help an elderly lady.

I’d long decided not to go to cinemas, but recently family and friends have insisted on my doing so with them. Today, my mind was always made up to the same thinking that made me debate going to see the Barbie live action film adaptation: why want to give up comforts such as pausing and bathroom breaks), rewinding (I often need to rewatch scenes) and being able to eat reasonably-priced healthy snacks without having to sneak them in to the viewing space? But I decided to go out with friends, and this is what they wanted to do.

Upon getting to the ticket counter (didn’t want to pay ridiculous online booking fees when it is the trend of commerce, in general, to encourage online purchases), the agent was unable to help me. The lines were long, so I understood the employee asking an unnamed supervisor to assist me. That’s okay! It was, however, that supervisor’s I-am-annoyed-to-be-tasked-with-this-aspect-of-my-job attitude and actions that were insulting. Firstly, I was not acquainted with all the new features of cinema (my recent cinema experiences were in the Caribbean and Europe), and my questions about them seemed to annoy the person behind the counter. Then, I wanted specific seats but was not aware of how to use the feature online well enough to not block the teller machine. Then, there was a price discrepancy; while the online order fee was clearly marked, it was unclear what else caused a difference in the base fare. The manager kept putting pressure on me to get another, less conveniently-placed seat. He made a comment about me having to explain myself all over again, but I am rather patient, especially when I know that the task is not so difficult once one understands the goal. Without any explanation to me or to that worker, he then pawned me off to Trevaughn. Though it came off quite impolite, it turned out for the better. Not only did I not have to deal with this manager’s condescension but also the task was proven possible as it was completed. Trevaughn, seemed primed to offer me the same treatment, but he did not. Sure, my transaction took more than the usual 30 seconds or so, but, while the manager did not know what to do to find my Scene (R) account in the system, Trevaughn knew exactly what to do. He knew what information to ask for. I am unsure whether the manager did not know how to help me or just wanted to make things inconvenient for me, but Trevaughn seemed to know the system inside and out. He helped me in fewer than two (2) minutes, asking me the right questions to solicit for the necessary information from me to ensure we were on the same page and achieved the same goal: the specific seats for the Barbie movie.

After me, was an elderly lady who had mobility issues, and she may have been visually impaired. Trevaughn showed her the same courtesies as one would expect an able-bodied young person to be shown: civility and patience. I think these qualities shown by Trevaughn in the work place may very well be something taught and cultivated at home. So, I commend the folks who raised him – A+.

Cineplex, and Cineplex Forum & VIP, please hire more folks...

A friend and I spent CAD$52 to get 2 VIP tickets for Top Gun: Maverick, which is supposedly giving us access to being able to order food before the start of the movie. We arrive 10 minutes before the start time but due to the very limited number of waiters, they weren't able to take our order. We had to go back to the main lounge area and wait. We were alone when we got there but there were no waiters around, and the 2 barmen said they didn't take food orders, so we waited. Other people arrived late for the movie were admitted into the VIP area at that time and told to wait in the lounge area to order, and when the waiters arrived they started taking their orders before us. 3-4 parties were able to order before us. It got so ridiculous that I had to literally go beg a waiter to serve us, and that waiter convinced the barman to take our order. We waited more than 15 minutes before we could order; luckily we got back in time before the actual movie started (thankful for all those pre-movie trailers!). I give the so-called "VIP experience" 3 stars only because or the comfy seats and ability to eat food more easily at your seat (because of the tray tables), but at $26 per chair it's not cheap and I'm not sure you're getting the full value of what you pay. This is not a VIP experience as far as I'm concerned; it was very stressful at the beginning. The food also took 45 minutes to arrive: 3 tacos and a burger with fries, and a fishbowl drink (not a complicated order). Cineplex has a lot to learn on the food service dept. All of this could be avoided by allowing in-app food and drink ordering through their...

Nestled directly across from the Atwater metro, Cinéma Cineplex Forum boasts a convenient location that is effortlessly accessible to movie enthusiasts from all walks of life. The theater's dedication to inclusivity is evident through its fully wheelchair-accessible entrances and the provision of an elevator, addressing the needs of those with mobility challenges. This commitment, coupled with the theater's consistently clean environment, sets a welcoming tone for patrons looking for a comfortable movie-viewing experience.

Despite these commendable aspects, my visit highlighted a few areas for enhancement. The scarcity of staff during the evening was noticeable, compelling patrons to rely solely on self-serve kiosks for ticket purchases—a situation that could potentially mar the overall experience for some visitors. Furthermore, while the concession stand did experience longer queues, the staff's polite and helpful manner shone through, mitigating the inconvenience and leaving a lasting positive impression.

Cinéma Cineplex Forum stands out for its strategic location, commitment to accessibility, and cleanliness. Although there's room for improvement in staff visibility and concession stand queue management, the strengths of this cinema make it a strong contender for those seeking an enjoyable movie-going experience. The warmth and courtesy of the staff encountered add a touch of personal engagement, ensuring that despite its minor shortcomings, the theater remains a favorable choice for film...