Showcase SuperLux Chestnut Hill — Attraction in Newton

I have been to the location more than 10 times at this point. Hands down, it is one of the most luxurious theatre I have been to. The seats are comfortable and the foods especially the deserts are delicious.

However, in contrast, the service is the complete opposite. Just to name a few, one time I tried to enter with my ticket QR code, and a woman receptor says that the WiFi is down so I have to print my tickets at one of these machine. So I did, but guess what, the tickets that came out are blank, because there was NO WIFI. They tried to reprint it but it won’t work because it was already printed once. The same woman dragged on about checking my ID since it’s an R rated scary movie. The whole thing is so chaotic and cost me 10 minutes late to the movie.

In addition, the servers inside the movie theatre who takes your order for beverages etc are not responsive whatsoever. Sometimes you might wait a solid half an hour after you press the button near your seat before one of these servers show up to take your requests. On the side note, for multiple times, my credit cards were somehow “not working” with a specific server, so I was forced to pay with cash and that person never returned me any changes. Keep in mind that I tried MasterCard, visa, and Amex cards, and I’m absolutely sure that it has nothing to do with my cards and everything to do with them. This has happened at least three times to me and the whole endeavor really ruins the movie experience for not just me but also everyone in the theatre.

Moreover, these servers are not professional whatsoever. They could easily bend their knees when taking orders so they wouldn’t block everyone behind but I digress. The seats in the theater are nice, but they are often sticky because nobody cleaned the seats! For a place as nice as this one, it’s ridiculous for customers to constantly sit on cola residual. And It truly angers me so when I constantly see many of these servers just standing in lobby gathered around and just chit chat their times away when they actually got jobs to do.

In all honestly, such quality of service is really putting the showcase brand in jeopardy. I don’t really know their policy of recruitment, but a bit of training would certainly help to reduce these elementary mistakes. Clean seats, faster checkins, more responsive service, these are not some overwhelming requests that I’m making.

I really do hope someone in their management position would do something to really elevate their service to match such...

I've been to this theatre many times, and what people are saying about the service going downhill is sadly true. I used to say it was worth the experience - I don't think I can recommend it anymore. I elaborate why below, but it got a bit long winded, so only read if you're curious - the short version is I feel ignored and disrespected.

My wife and I just got back from seeing Endgame, and even though we were seated before commercials, no one ever came to take our order like they usually do. We tried to wave someone down, but no luck, even though many staff members were just standing around - they seemed more interested in talking to each other than attending to patrons. We passed by 3 or 4 staffers on our way to our seats, and even waited a bit to see if any would seat us before giving up and seating ourselves. At one point about half an hour into the film, my wife spoke to a server delivering food to the people next to us and asked if we could order something - he said he'd come back to take our order. We didn't see him again.

When about an hour in to the movie someone was going down the row asking people if they needed anything, and finally someone asked us "did you get everything you needed?" I said, "no, no one ever came to take our order even though we were seated before commercials started." Instead of any kind of reasonable response, like asking what we'd like or perhaps even going so far as an, "I'm sorry to hear that", what we got was, "well there is a button over there you can press" in what sounded an awful lot to my ears like an annoyed tone (in sharp juxtaposition to the polite "service voice" used to ask the initial question). The irony further being that, though I had been before and had just forgotten about the button, I didn't remember because no staff member ever reminded us (and if it had been out first time, we couldn't have known - it isn't written anywhere, they just tell you about it).

At this point I was missing my movie and being condescended to by a staff member who it seems couldn't be bothered to do his job - not to just blame him though, we were ignored as a team effort by many staff members. At this point, I honestly just wanted to watch the movie and not deal with explaining how perverse that reaction was, so I asked him to leave us be.

It wasn't a...

We’re extremely disappointed by our experience at this theater and feel it’s important to share what happened. We booked the 8:15 PM showing of Thunderbolt and spent over $150 between tickets, food, and drinks, expecting a relaxing, luxury movie night.

To make it even more frustrating, this wasn’t just any night — we’re two overworked parents who rarely get a night out alone. This was our long-overdue date night, something we were both really looking forward to. And this is the experience we got.

Everything seemed fine at first — we ordered food, and even a second round of drinks. But about halfway through the movie, we started noticing something that completely ruined the night: mice running up and down the theater stairs.

It wasn’t just once or twice. We kept feeling things brushing against our legs and arms — and when we looked down, we were horrified to see mouse droppings all over the floor behind and beside our seats. At that point, we couldn’t focus on the movie anymore. We couldn’t even finish our food. The rest of the time, we were on edge, afraid mice were going to run across our feet or up our seats.

The fact that this happened in a theater that promotes itself as high-end is unacceptable. The level of filth and presence of rodents is not only disgusting — it’s a serious health concern. We have photos and videos to back up what we saw, and it’s clear this wasn’t an isolated incident.

We left feeling disgusted and incredibly let down — not just because of the environment, but because we spent a good amount of money on what was supposed to be a well-earned, peaceful night together. Instead, we got stress, discomfort, and a theater filled with rodents.

We truly hope management sees this and takes immediate action. No one should have to go through this — especially not parents just trying to enjoy a...