HOYTS Broadway — Local services in Sydney

Never have I had a worse customer experience. My partner and I booked tickets online the previous day for Toy Story 4. Upon arrival, we bought our snacks and then when we showed our tickets to the steward, were told to come back in 5 or 10 minutes as the films were a bit delayed due to a fire alarm that had went off earlier. Fair enough. So we came back 10 minutes later to be told sorry it has now been put back 40 minutes. Ok, inconvenient but nobody’s fault. That’s fine. We went away and came back 40 minutes later (now an hour after the movie start time) and we were told that the film had actually started at the normal time and we had been sent away by mistake for no reason. We were advised we could exchange the tickets and wait another half an hour to see the next showing. It’s now going on 10pm and I am done. I just want to get a refund and go home. Had this have happened I would have been satisfied, disappointed but satisfied. We spoke to the lovely young lady and the checkout and explained the situation, she then got here supervisor who handles refunds. We again explained the situation and he agreed to refund our ticket money. I thanked him and asked for a refund for our snacks too, which he declined. We spent $30 dollars on snacks specifically to consume while watching the movie we never got to see. It is only reasonable and fair that we be refunded the $30 for the Maltesers, large pop corn and large coke. The supervisor implied that anyone can come in and buy food and beverages from here and that it’s kind of separate from the theatre. Ok. How many people do you see casually walking around Broadway Shopping center with a super size coke, popcorn and maltesers? I could not even carry them comfortably in 2 hands. I found it very offensive after the ordeal that we had just to be told “no”. He did not listen to reason or care about our experience as customers. Friday night well and truly ruined. An absolute disaster and a disgrace of a...

I actually stopped going to Hoyt’s Broadway because it is just filthy. In the past I’ve had to ask staff to come and clean my seats as it was not cleaned. And the foyer and toilets were just as disgusting. It’s been awhile so I thought I would give them another chance to see if they had improved.

This time I bought Hoyts Lux tickets. I noticed the Lux section was clean and nice. Staff were friendly too. Lux tickets includes a free small popcorn and a Pepsi max. When we told them we didn’t drink Pepsi and asked if we could get a lemonade instead, we were told no and was only allowed to get water instead which was fine except we were served just normal tap water. For the price of my Lux ticket and being a Hoyts member, I was quite disappointed. We then ordered food so in total we spent over $230 that night and while the wedges were very good, the vegetarian spring rolls tasted and smelt off. It was really horrible we couldn’t finish it. Also some of the seats when reclined kept moving forward so it was actually really uncomfortable trying not to slide off the chair as they are coming apart.

We went again last night and purchased extreme tickets. While the seats were clean this time, the foyer, the floor in the cinema and the toilets again were disgusting and dirty. I’m a Hoyts member which entitles me to get a free refill for my popcorn and they make this more difficult than it should be. The staff member was not friendly and had attitude as well. I spent almost $200 last night.

I definitely won’t be back and I do not recommend anyone visit Broadway Hoyts until they treat their customers right by ensuring hygiene and cleanliness. While some staff are nice and friendly, others were not. We pay a lot of money for our services and are definitely not getting our...

Not only am I writing a review, I will be taking further action against Hoyts cinemas. I recently, went to see Bumblebee in an Xtrememe session time. The film itself was not presented in the correct full screen format and was 4:3 aspect ration picture. WARNING: Do Not Watch Xtreme movies unless you know the film can be viewable with whole screen. This is false advertising. Hoyts should be taken legally for their actions misleading patrons. When confronted Hoyts Broadway management, not only did he not accept the responsibility of their mistake, but was rudely told that is the films original release and there is no way I can dispute this. I had simply take a photo to explain the issue to the manager and was instead threatened for illegally filming. This is disgusting behavior and one of the worst managers in Australia, I have spoken to in years. If a film is not Xtremescreen viewable, then why should should we pay the extra ticket price. I have not been refunded, nor rewarded anything for their mistakes, but just a simple Survey form, the next day,, wanting to hear my experience. As a loyal customer for years, not only will I not be returning, but I will take action publicly to condemn this cinema's misleading customer service.

Hoyts Broadway and it's manager will be reported. I will continue to fight for other viewers experiences, as others are not receiving, the actual price they paid for. This is misleading when a film is advertised as Xtrememescreen, yet not shown to the viewers. I did not even ask for my money back. I just want them to step up and confess their responsibility for their miss loyal trust with customers.

I will...