Landmark Cinemas Surrey, Guildford — Local services in Surrey

Park the Stroller experience is such a joke. Landmark Cinemas promote this as an event for caregivers to bring their baby with the lights on, volume lowered and talking encouraged. My husband and I brought our little one for the first time yesterday to watch Dungeons and Dragons. When we walked in the theatre the lights were down, volume at full blast, basically nothing to indicate this was in fact the baby friendly experience that was advertised. We had to go out of the theatre to request these settings from the manager. There were other people in the theatre without babies so they had no idea they paid for a Park the Stroller movie, and once the volume was FINALLY lowered, and the lights turned on, they were understandably and visibly upset. Two ladies were swearing and actually left. We even requested to the manager a separate theatre with the baby friendly settings so as not to disappoint the other movie goers who were already in the theatre, but by then the movie had already started and we missed the first bit. We spent the rest of the movie with the sick feeling like WE were at fault for their movie experience.

Guildford Landmark, if you are promoting Park the Stroller maybe some signage in the theatre or a disclaimer before people buy their tickets to that particular showing so they’re not surprised with the overall experience. Also, the kid at the front working literally had no idea what we were talking about when we first pointed out the issues with the theatre until we got the manager, so maybe educate your staff about different events happening that day. And lastly, if you are promising your patrons a Park the Stroller experience, WE SHOULDN’T HAVE TO ASK FOR IT!!!

New parents, caregivers, look elsewhere for your baby friendly movie. My partner took the day off work for this and it was definitely...

Went to the 7pm show with my 2 boys to watching Toy Story 4 today. We got there early, the theatre wasn’t very full yet, so we just sat, munching on our snacks. I could hear a crackling sounds coming from my left, like someone squishing plastic. The entire row to my left was empty, so I ignored it. The sound continued. All of a sudden, a thought occurred to me; could it be a mouse? I turned on the flashlight on my phone and aimed it between my seat and the one to my left. Sure enough there was a mouse sitting on an empty plastic 3D glasses wrapper on the floor between the seats! As I screamed the mouse ran away. I did try to cover my mouth right away, as not to scare my kids! There were only 3-4 other people in the theatre at that time and they didn’t even hear me scream! My heart was beating so fast, I was scared. I found the manager and told him what had happened. He was very kind and apologetic and offered to change my seat. I said it wouldn’t make a difference. If the mouse was there and ran away, it could be anywhere. He offered to reimburse me for the show. I told him I’d try to go back to watch the movie as my kids were really looking forward to it. He gave me some passes for a future movie, which was very kind. The manager also said he’d inform the pest company to come in. Well after that, my kids and I couldn’t even sit there. We were so paranoid we’d see a mouse again or that it would come up on our seats! So we told the manager we were leaving and he was generous enough to reimburse us for all of our tickets, as well as keep the passes for a future show. The experience was horrific, the manager was kind and generous, but on the ride back home, my kids and I decided we wouldn’t be going back to watch a movie at the theatre...

I've heard someone say that customers turn away from a business when there's a lack of consistency and a loss of trust. Well the only consistency I got from this theatre was that I was consistently disappointed. We had their movie club membership because we see a lot of movies, but I finally gave up and cancelled it. The recliner seats are regularly broken, and if you look at the seat maps when booking a ticket it’s clear they don’t get fixed. Don’t bother upgrading to the premium seats either because I’ve found those broken multiple times too which is extra annoying because you’re paying so much extra. The theatres don’t seem like they ever actually get cleaned. Often when going to our seats we’re not sure if it has been cleaned yet or not because of how messy it is. When they do have staff clean them, a few times they’ve not been done until after our movie’s scheduled start time. The seating maps also aren’t accurate, so be careful when you’re booking your tickets because you might think you’re booking a seat with whomever you’re going with, but end up actually having to share with a stranger. We’ve just been lucky that when this happened, other people were willing to switch seats.

So quite frankly, I would rather go to a Cineplex or a cheap seats theatre without reclining seats because I at least know I’m getting what I’m paying for.

I've added an extra star because the staff are nice, I can hardly blame a business' problems on some...