Cineworld - Gloucester Quays — Attraction in Gloucester

This is a venue that is showing its age and is pretty tired & in need of some money being spent on it. I used to take the children to the old site by the now defunct toys r us and when this site initially opened it was lovely, but it’s showing its age and a lack of investment which is sadly probably a sign of the times for the demise of cinema. As an unlimited member for 8 years I’m sorry to say that I’m done with Cineworld. Living on the Gloucester -South Gloucestershire border we visited Gloucester sometimes as it often had films for a longer run or more choice (we were informed Cineworld policy prioritised certain cinemas). We preferred the newer Yate venue which was on one level, had free parking, more comfortable seating and newer & better projector and sound systems. When the later closed we’ve had to use Gloucester permanently and the contrast is stark - escalators often don’t work and as a disabled patron stairs are a challenge, sound and picture quality isn’t great - we were informed they were getting the equipment from yate but maybe that’s not happened yet? Toilets are often not clean, nor are the theatres; but worse of all the seats are uncomfortable and sometimes filthy. The fact parking is costly as well being a city centre venue could be forgiven if the experience is great- it’s not! Cinema has gone from being my absolute joy to a chore and I won’t be renewing my unlimited- to try to rescue this I’ll be off to the Vue at Cribbs which has been modernised , is cheaper on a ticket basis (sadly no monthly option like Cineworld but I’ll take quality over quantity here) and has free...

Cinema is usually fine and it's all new and fresh since moving to the Quays. Staff in the cinema are friendly and helpful. However...

We went three weeks back to watch Inside Out with my two kids. When we arrived we used the automated machines to collect our tickets, went upstairs to the main area and was told the power was out and would be for 3 hrs at least. They gave us some complimentary tickets and said to contact the online team to still get a refund. We went to Cheltenham and watched the film there instead.

I sent an email to Cineworld for a refund and heard nothing. A week later I decide to call their helpline and speak with the most condescending, uninterested, unhelpful person I've ever spoken to. I explain the situation and they just didn't care, they did offer to refund the cost of two tickets but not the one we used a voucher for (which we had paid for separately). As we booked online I asked if the reservation fee of 50p per ticket would be refunded and he said no, I asked why not and he paused and said fine and that it would be refunded as well.

Two weeks later the refund finally shows up in my account and doesn't include the reservation fee as promised. I'm not spending anymore time contacting Cineworld and will just leave this review instead.

Overall we got two tickets refunded and still watched the film so we're up. But just very disappointed by the customer service online (still no response to two emails) and...

Super affordable cinema experience. I go here all the time. Have a wide enough variety of movies that your visit is likely to not be boring, but don't have so many options to choose from that it gets overwhelming. I think the selection and variety is just right in amount. The ticket machines are super easy to operate. It's not usually crowded or anything like that and the space is quite large, so I'd say it's pretty comfortable. The chairs in the actual theatre are reasonably comfortable, but not amazing, just sorta average. I think staff mostly seem reasonably nice, but sometimes you come across staff members who seem like they really don't want to be there and don't want you to come up to them, which is fair enough, but still a little unpleasant at times. The biggest downside for me is that a large majority of screens are on the top floor and the elevators are quite small and slow, which means that you spend a lot of time waiting for the elevator and then cramped in an elevator with loads of other people going up or down with you, which isn't very comfortable. Also as a side-note, there's pretty much always something wrong with the entrance in my experience. It's not a huge flaw, but sometimes the door is stuck or jammed or blocked and the revolving door here is terrifying (maybe that's just me though). Overall though, love this place and would...