Cineplex VIP Cinemas Don Mills — Local services in Toronto

I went to this VIP theatre this past Sunday, and I’ve got to say. My experience was pretty terrible, and I’ll probably never order food apart from popcorn, ever again!

My partner and I, walked into the theatre right at 10:15 when our movie was due to start. A waiter followed us to our seat and took our order. I ordered Mac N Cheese and my partner ordered the boneless chicken wings, with sauce on the side. Our order came about 15 minutes later. Both plates were steaming hot, so we anticipated that we’d be eating fresh food, boy were we mistaken! I took a bite of my Mac, and it was cold, liquidy and looked nothing like the picture. My partner took a bite of his boneless wings, that was dripping in sauce btw, and it was cold as well. The only thing that looked good enough to eat was the side salad that was on the plate next to the wings! My partner was not happy at all, so I offered to go to the kitchen and request it fresh.

I walked upstairs and there was no one in sight, understandable since the theatre was basically closed. I called out from the counter a few times till someone came out, when a man came out I informed him about the cold wings and asked if it could be remade, without the sauce. He agreed and stated it would be brought to my seat. I returned to my seat, after missing 10 minutes of the beginning of Captain Marvel, what an inconvienience!

A waiter brought the wings 20 minutes into the movie, this time the wings had no sauce like we asked, but the salad wasn’t there. I asked the waiter where the salad was, and he said “You actually didn’t order a salad, we gave you the wrong order.” I then said, “Okay, well would it be possible to get salad back, since you brought it with the wings in the first place. Had we known, we would of kept it.” The waiter literally shrugged and made a gesture like “Oh well” before he walked away. I wanted to go back to the kitchen and request that the salad be added to the order because quite frankly, it’s the least they could do, but I had already missed the beginning of the movie, I didn’t want to miss any more.

My experience was just flat out annoying, if I’m paying more money for a Vip experience, I expect for the customer service to be amazing and accommodating. Your employees need to hold themselves accountable for their mistakes, and work with the customer to correct it. I don’t think my partner and I should have to suffer for someone else’s mistake. Not only was I given cold food, but also the inconvenience of having to leave the theatre after my movie had started because I was “given the wrong order”. The least you could of done was give us a side salad for all...

Visited on Wednesday evening and bought the Hump Date Night deal.

For the full VIP theater experience, we arrived 40mins prior to our show, to be told we could go in half hour prior to show start. We opted to wait until we took our seats to order our food. So half an hour prior to the show starting, we went in to the theater, only to walk back out as our seats were not yet cleaned (i.e. food spills and garbage from previous patrons). Ten minutes later, we go back in, only to find the same - so we alert one of the staff only to be told they would get to it. Finally, the theater was ready - not until 15mins before the show started.

When we finally go in, the ordering service was of course cut short! Despite there only being 10 or so patrons in the theater, the wait staff (~4 staff walking up and down the aisles) ignored taking our food order. So, having to go back outside to the concession stand to order our food, we were then told we would have to wait for and carry our food back in ourselves, as the in-seat food service had ended because the movie had already started!

Food service - to work in food service/handling, do you not go through any training, or even basic listening skills? The girl handles my beer glass at the rim with her bare hands (after handling money), and then makes the mistake of serving the wrong side orders to our entrees.

Having encountered such terrible service thus far, I decided to speak with a manager (Sarah). Although she was apologetic about the situation, rather than deal with my situation or appease my dissatisfaction then and there, she simply tells me to return after my show to speak with her (which would have been past midnight)! So I return to my seat, now having missed the beginning of the movie - disappointed to say the least!!!

The manager attempted to placate the situation by simply delivering two paltry complimentary movie tickets to our seats, without any further apology or explanation.

If this is Cineplex's definition of "VIP service" and also have the audacity to charge as much as they do for each movie - it would be advisable to save your money and treat yourself to a nice dinner with better service at any other restaurant - even a fast-food chain!

Overall experience; nothing out of the ordinary, an absolute...

Going to a VIP cinema was a great experience and a very nice change from the typical public cineplex setting. If I'm being completely honest, my family and I can't go back to the regular experience after going VIP.

First of all, I personally loved the atmosphere and ambiance. Despite making reservations in advance, it wasn't busy when we went and we arrived almost an hour in advance so we were able to relax in the lounge.

It was my family and I's first time at the cinema and the staff kindly answered all our questions and explained how everything works.

I ordered one serving of the Truffle Fries while we were waiting in the lounge. They were cooked just right, not too oily or overcooked, with the right amount of crispness. Parmesan cheese was fragrant and flavourful, and paired nicely with the garlic aioli that came with the fries.

We ordered a serving of calamari and nachos as well. The calamari was a bit smaller then I expected it to be but turned out to be a perfect size for snacking. The outside was nice and crispy while the inside was soft and chewy. While I didn't eat much of the nachos as it was a bit spicy for me, I enjoyed the nacho chips and cheese.

In addition to the food items, we also ordered a pitcher of citrus sangria. It was a refreshing fruity alcholic beverage which paired nicely with the savoury dishes. It wasn't too sweet or sour either which I appreciated. I just don't recommend ordering too much drinks, as you already get a complimentary glass of water. I made this mistake which resulted in frequent trips to the bathroom during the movie.

The movie theatre itself was not too big, it accommodates significantly less people inside, allowing for a more intimate and private experience. The seats were much larger and more comfortable, and you there is a small side table attached to the arms of your seat for your food and drinks. The theatre also has surround sound allowing for a more immersive experience.

Some cons I would like to mention are: There are less movie options to choose from. There are also much less bathroom stalls so it may be a life-or-death race if you really need to go after the...