Landmark Cinemas Kanata — Local services in Ottawa

Overall, this establishment is great. The movie selection, sound system, chairs, and variety at the concession stand are all very good. Unfortunately, we had a terrible experience during our visit. This was a family movie, and we went together with a group of families, occupying about 20 seats.

A group of five teenagers came in, sat behind us, and talked during the entire movie. They kept raising their hands to make shadows on the screen, shouted, and made unpleasant remarks at the movie, while clapping so loudly that we couldn't hear many conversations. This disruption lasted for the entire two hours.

There were two ushers who kept coming to give this group warnings, but they didn't do anything else about it. The moment the movie was over, the group threw their popcorn and drinks at everyone sitting, cursed, and ran off. As if the two hours weren't painful enough, our young kids were now drenched in other people's cold sugary drinks and had their hair covered in popcorn kernels.

Any reasonable manager would've apologized and refunded the attendees of that show without a question. Bearing in mind this was coming from immature minors, I was thinking I'll just walk away, and probably the manager will be outside apologizing.

Cleaners came with tools to clean the crazy mess, but no manager was to be seen. Ushers who saw the whole thing weren't even apologizing to the crowd as they were leaving. We were further surprised to see a long queue at guest services. There were upset parents and other people from our show asking for a refund.

Unfortunately, the reps were cold, trying to find excuses, undermining the negativity in the experience, and even went on to say that this has happened multiple times in the last couple of weeks.

Excellent management mitigates negative experiences by thoughtful design, good planning, and thorough training of staff. Good management listens, learns quickly from a mistake, apologizes to customers promptly, and puts actionable measures in place to ensure such negative experiences don't repeat again.

This unfortunate experience tested our patience for two hours without intervention. The fact it happened multiple times in the past few weeks are signs that there's something not right with the place.

There was a moment I decided I'll let it go. Then there was a moment I decided I'll give those teenagers a look. Then there was an array of negative moments until I decided I'll never walk into a landmark cinema again.

To management: Read my hundreds of reviews, I'm not a negative person, I try to give 3 stars minimum, see the positive and encourage change. I hope you take this feedback seriously and make the necessary improvements promptly to ensure that such terrible experiences do not happen again at your establishment in the future. Thank you for your attention to...

I don’t go to the movies super often, but when I do, it’s for carefully chosen movies that I really, really want to see. Over the past few months, I’ve gone to this theatre 3 times. I have consistently the same annoyances whenever I’m there.

1. what is with the popcorn set up? It’s the worst idea ever. The popcorn just sits there in the cases for who knows how long. I’ve seen people moving the bags around and picking and choosing which one they should take…gross. Of the times I’ve gotten popcorn, it’s always pretty stale and not very warm (again-who knows how long it sits there). And with every single popcorn as well, I’ve asked for double real butter. I don’t know what the method or scale for determining what double butter is…but the popcorn is consistently dry. If I’m paying $3 for butter, I’d like to at least know it’s actually on the popcorn. When I went this weekend, the guy at the counter did actually appear to pump a lot of butter onto the popcorn, but by the time we sat down in our seats, the butter had leaked all over my partner’s jacket and onto my lap when I was sitting down. The popcorn was still extra dry, so I guess all that butter the guy put on, was actually only in the bottom of the bag.

2. the bathrooms aren’t awful, but the stainless steel stalls in the ladies washrooms remind me of a crime scene….tons of handprints etc all over them. It doesn’t give the appearance that the bathrooms are cleaned thoroughly.

3. the area for pop is consistently quite messy, but not nearly as messy as the station outside the cash area where the napkins/condiments are. The area around the popcorn case is always a mess too (I know it’s a bit harder to manage there, since that’s where everyone is grabbing their popcorn from)

Things I love: awesome snack selection (popcorn…questionable as mentioned above), however, there’s just about anything you could want. The reclining seats in the theatres are the best thing ever. We saw a 3 1/2 hour movie and I was comfortable the whole time. The theatre temperatures are always comfortable too. The cleanliness in the theatres has been good every time...

This theater has always been my theater of choice in the past. I really enjoy the seating that reclines, and the location is close enough to where I live and the staff have been friendly. My experience yesterday has definitely changed my opinion of this theater. When I first walked in, I was joking about the popcorn all over the floor under the popcorn self-serve doors. I get it. The popcorn gets messy, especially with self-service. It was no big deal, just an observation of the lack of cleanliness upkeep. The movie was in theater number 22. This is a small theater, which is not a problem. We arrived a few minutes before the movie was to start, but the screen promptly went black when the pe previews ended and the movie did not start. After several minutes, one of us few movie patrons in this theater went to speak to an employee who was able to communicate with other employees and get the movie started. We sat at the top row. The movie had subtitles for many scenes, which got cut off from our view if we reclined our seats back, so we had to sit our reclining seats upright. It was more of an annoyance than anything, but it also caused me pain as i relied on the reclining seats to elevate my foot, which is recovering from surgery. I chose this theater specifically because of the reclining seats. I had a really enjoyable experience the last time I was here, so I hoped for the same type of experience this time. After the movie, we went to the washroom where every single bathroom stall door was completely covered in fingerprints. This was on a Sunday, so it really wasn't that busy, which means those doors likely haven't been cleaned in a while. I sincerely was not impressed with this visit, and I hope things improve in the future. I don't plan to find...